List of OpenText Incident Management (ex Micro Focus Incident Management) Customers
Waterloo, N2L 0A1, ON,
Canada
Since 2010, our global team of researchers has been studying OpenText Incident Management (ex Micro Focus Incident Management) customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased OpenText Incident Management (ex Micro Focus Incident Management) for Incident Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using OpenText Incident Management (ex Micro Focus Incident Management) for Incident Management include: Achmea, a Netherlands based Banking and Financial Services organisation with 14000 employees and revenues of $24.06 billion, Diebold Nixdorf, a United States based Professional Services organisation with 21000 employees and revenues of $3.46 billion, Zurich Airport Switzerland, a Switzerland based Transportation organisation with 1793 employees and revenues of $1.65 billion and many others.
Contact us if you need a completed and verified list of companies using OpenText Incident Management (ex Micro Focus Incident Management), including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The OpenText Incident Management (ex Micro Focus Incident Management) customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
Apply Filters For Customers
| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
|---|---|---|---|---|---|---|---|---|---|---|---|
 |
Achmea | Banking and Financial Services | 14000 | $24.1B | Netherlands | OpenText | OpenText Incident Management (ex Micro Focus Incident Management) | Incident Management | 2022 | n/a |
In 2022, Achmea implemented OpenText Incident Management (ex Micro Focus Incident Management) to strengthen its Incident Management capabilities for IT service and security operations. The deployment used OpenText Service Management SMAX as the platform backbone to centralize service and asset management across the organization.
The implementation deployed core Incident Management and SecOps capabilities, configuring automated ticket creation workflows and a SecOps application package to drive security incident handling. Functional configuration included automated incident lifecycle orchestration, role based assignment and escalation rules, and an enterprise asset repository to consolidate asset data across the business.
Integrations were established with monitoring tools to enable automated ticket creation from alerts and to feed security event context into SecOps workflows, supporting coordinated incident response across IT and security teams. Operational scope covered Achmea in the Netherlands and targeted enterprise IT service management and security operations functions, unifying incident and asset views for broader operational teams.
Governance focused on standardizing incident handling and SecOps escalation paths through centralized workflows and configuration controls in OpenText Incident Management. Outcomes cited from the deployment include reducing average incident resolution time and consolidating asset data across the enterprise, with standardized processes and automated ticketing improving operational coordination.
|
 |
Diebold Nixdorf | Professional Services | 21000 | $3.5B | United States | OpenText | OpenText Incident Management (ex Micro Focus Incident Management) | Incident Management | 2024 | n/a |
In 2024, Diebold Nixdorf migrated its on premise SMAX implementation to OpenText SMAX SaaS, deploying OpenText Incident Management (ex Micro Focus Incident Management) to consolidate Incident Management across its global IT service operations. The deployment targeted centralization of incident intake and triage for the companys service desk and infrastructure operations teams, aligning incident handling with a single SaaS instance for global reach.
The implementation focused on the Incident Management module, with configuration work centered on incident lifecycle workflows, AI driven classification, automated routing, and escalation rules to reduce manual queue handling. OpenText Incident Management (ex Micro Focus Incident Management) was configured to support ticket enrichment and automation of routine resolution steps, reflecting the customer story emphasis on AI driven incident management.
Integrations were implemented with Operations Bridge to stream monitoring alerts into the incident pipeline, enabling event to ticket correlation and faster handoff between monitoring and service teams. The rollout covered global IT and operations groups, providing a unified incident intake stream from Operations Bridge into the OpenText SMAX SaaS environment.
Governance changes included standardized SLA driven workflows and centralized routing policies to enforce consistent incident prioritization and escalation across sites. The customer reported outcomes that included roughly a 30 percent reduction in service desk call volumes and faster incident resolution after the OpenText SMAX SaaS deployment, consistent with the stated benefits in the customer story.
|
 |
Zurich Airport Switzerland | Transportation | 1793 | $1.6B | Switzerland | OpenText | OpenText Incident Management (ex Micro Focus Incident Management) | Incident Management | 2021 | n/a |
In 2021, Zurich Airport Switzerland implemented OpenText Incident Management (ex Micro Focus Incident Management) using a SMAX SaaS deployment to consolidate incident handling under the Incident Management apps category for IT operations at the airport in Switzerland. The deployment established a single IT service management platform to centralize ticketing, incident lifecycle tracking, and SLA monitoring across airport IT teams.
OpenText Incident Management was configured to support core Incident Management workflows, including ticket intake, classification, automated routing, escalation workflows, and SLA enforcement. Configuration emphasized integrated ITSM processes and end-to-end incident lifecycle management, enabling consolidated service desk queues and improved visibility into ticket status and SLA compliance.
The SMAX SaaS deployment provided a cloud-hosted architecture that centralized governance of incident policies and standardized response procedures across Zurich Airport IT operations. Operational scope covered IT service management at the airport and the platform is reported to have shortened resolution times, improved transparency, and increased user efficiency through consolidated ticketing and tighter SLA tracking.
|
Buyer Intent: Companies Evaluating OpenText Incident Management (ex Micro Focus Incident Management)
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
|---|---|---|---|---|---|---|---|---|
| No data found | ||||||||