| Answer | Responses | Percent |
|---|---|---|
| Managing incidents and service requests | 78 | — |
| Managing changes and problems | 67 | — |
| Managing hardware and software assets | 56 | — |
| Providing self-service and automation for users | 52 | — |
| Tracking and reporting on service performance | 51 | — |
| Managing and sharing knowledge for users and agents | 43 | — |
| Delivering services to non-IT departments | 40 | — |
| Leveraging AI to assist users and agents and enhance workflow automation | 13 | — |
| 2 | — |
Verified survey results from OpenText customers on: “Which processes does your organization use OpenText Service Management for?”. Survey of 84 respondents.