Micro Focus Releases Service Management Automation-X
November 06, 2017
Share this

Micro Focus announced a major release of its Service Management Automation product.

Service Management Automation-X (SMA-X) offers an engaging Service Experience, with a chatbot-powered virtual agent, a mobile application, integrated social networking, smart ticketing with Optical Character recognition and smart email.

In addition, SMA-X is a container-based, multi-tenant platform that enables organizations and Managed Service Providers (MSP) to cost-effectively address their most stringent SLAs. By allowing full data sovereignty, SMA-X customers and MSPs can ensure the security and location of their service data to meet data privacy and compliance requirements.

“The underlying advanced analytics and leading automation technology make Service Management Automation-X the easiest to use and easiest to manage solution on the market,” said Tom Goguen, SVP and GM, IT Operations Management, Micro Focus. “As the first modern container-based, multi-tenant service management platform, SMA-X gives customers the widest range of deployment options and is able to save customers millions compared with traditional SaaS and on-premise offerings.”

Key enhancements and capabilities to Service Management Automation-X include:

■ Container-Based Delivery – Provides customers true choice via a modern foundation to build and deploy advanced IT solutions — that can run in any environment. Through advanced data management capabilities, customers get flexibility coupled with complete control of their data sovereignty.

■ Runs on the Public Cloud – Offers the ability to install and work with Service Management Automation-X instances deployed on the Amazon Web Services ecosystem, enabling customer’s greater flexibility to run and store their applications and data.

■ Codeless and Version-less Configuration – Accelerates onboarding and reduces Total Cost of Ownership (TCO) through automated upgrades giving customers almost instant access to new features and capabilities.

■ Modern User Experience – Gives the consumer the simplest service experience driven by analytics and automation.
- Native mobile application complements the web service portal with a streamlined, native interface that focuses on key tasks that need to be managed on the go.
- Virtual agents provide automated assistance with integrated live-chat or email to enhance continuous customer support.
- Social collaboration features including ability to vote, translation on the fly, “ask a friend,” or survey to help end-users source answers from the community and enhance end-user autonomy.
- ChatOps bots enable collaboration between service agents and tools, resulting in faster resolutions and improving knowledge reuse.

■ Multi-tenant Managed Service Provider Support – Brings industry-leading multi-tenancy and high scalability, with deployment flexibility across on premise and cloud for global and regional Managed Service Providers.

■ Additional Enterprise Applications – Adds an array of analytics based applications—including operational project management, human resource workflow, application and service portfolio management, financial tracking, ideation and proposal management—to the existing catalog of service management applications.

■ Change and Hot Topics Analytics – Uses industry-leading IDOL analytics to improve change management and service agents.

■ Enhanced Smart Ticketing Analytics – Features the industry’s first Optical Character Recognition and machine learning system to accept and route service requests.

The result is service management that attracts end-users and customers, offers them solutions quickly and easily, and connects them with agents and automated processes that are smart and efficient.

Service Management Automation -X is available in November 2017 with future updates expected to be delivered on a quarterly release cycle.

Share this

The Latest

April 19, 2018

In the course of researching, documenting and advising on user experience management needs and directions for more than a decade, I've found myself waging a quiet (and sometimes not so quiet) war with several industry assumptions. Chief among these is the notion that user experience management (UEM) is purely a subset of application performance management (APM). This APM-centricity misses some of UEM's most critical value points, and in a basic sense fails to recognize what UEM is truly about ...

April 18, 2018

We now live in the kind of connected world where established businesses that are not evolving digitally are in jeopardy of becoming extinct. New research shows companies are preparing to make digital transformation a priority in the near future. However most of them have a long way to go before achieving any kind of mastery over the multiple disciples required to effectively innovate ...

April 17, 2018

IT Transformation can result in bottom-line benefits that drive business differentiation, innovation and growth, according to new research conducted by Enterprise Strategy Group (ESG) ...

April 16, 2018

While regulatory compliance is an important activity for medium to large businesses, easy and cost-effective solutions can be difficult to find. Network visibility is an often overlooked, but critically important, activity that can help lower costs and make life easier for IT personnel that are responsible for these regulatory compliance solutions ...

April 12, 2018

This is the third in a series of three blogs directed at recent EMA research on the digital war room. In this blog, we'll look at three areas that have emerged in a spotlight in and of themselves — as signs of changing times — let alone as they may impact digital war room decision making. They are the growing focus on development and agile/DevOps; the impacts of cloud; and the growing need for security and operations (SecOps) to team more effectively ...

April 11, 2018

As we've seen, hardware is at the root of a large proportion of data center outages, and the costs and consequences are often exacerbated when VMs are affected. The best answer, therefore, is for IT pros to get back to basics ...

April 10, 2018

Risk is relative. The Peltzman Effect describes how humans change behavior when risk factors are reduced. They often act more recklessly and drive risk right back up. The phenomenon is recognized by many economists, its effects have been studied in the field of medicine, and I'd argue it is at the root of an interesting trend in IT — namely the increasing cost of downtime despite our more reliable virtualized environments ...

April 09, 2018

How do enterprises prepare for the future that our Cloud Vision 2020 survey forecasts? I see three immediate takeaways to focus on ...

April 06, 2018

When will we be at a point where virtually all enterprise workloads are run in the cloud and how will that change things for IT? To find out, we commissioned a survey, Cloud Vision 2020: The Future of the Cloud. The results were fascinating. I'll share three fundamental lessons we learned in the survey ...

April 05, 2018

The digital war room — physical, virtual or hybrid — is not in retreat but in fact is growing in scope to include greater participation from development and security. It's also becoming more proactive, with on average more than 30% of "major incidents" before they impacted business service performance. In this blog I'm providing a few additional highlights from the insights we got on digital war room organization and processes ...