Service Management Automation

IT Service Management

Faster Service. Better Experience. Lower Costs.

With Micro Focus Service Management Automation, you can speed up service delivery while making the experience more satisfying for end users and IT staff alike—so you can pick up the pace of key business initiatives. Now your ITIL-based services are easy to access and use, configuration and deployment take minutes rather than hours, and administration and maintenance tasks are simple and fast. Best of all, you can harness big data to provide insight, deliver knowledge, and identify trends.

Announcing Industry First, Container-Based, Multi-Tenant Service Management Automation Solution

Build and deploy advanced IT solutions in any environment with our modern Service Management Automation product, announced on November 1.  Service Management Automation-X offers the industry’s most engaging service experience,  the only service management experience that offers a chatbot-powered virtual agent, smart email, integrated social networking and a mobile application. In addition, SMA-X is the industry’s first container-based, multi-tenant platform that enables organizations and Managed Service Providers (MSP) to cost-effectively address their most stringent SLAs.

Read Roy Ritthaler’s take on this modern user experience in his latest blog post. And for more information on all the cool new features of SMA-X, read the official news release.

Leave the High Costs and Frustration of Traditional ITSM Behind

Transform the excessive costs and frustrations of traditional ITSM into more productive and satisfied users, lower IT costs, and tighter IT control. An investment in Service Management Automation turns service delivery into a source of competitive advantages and business value.

The Business Value of Service Management Automation

Enable more productive and satisfied users, lower IT costs, and tighten IT control: Investing in Service Management Automation turns your service delivery into a source of competitive advantage and business value.

software/it-service-management-itsm - Why section

Customer Views: Fresh Perspectives About ITSM.

One of the best sources of insights and advice about ITSM solutions is our large and growing customer base. Hear what they have to say about maximizing the business value of ITSM—and why Micro Focus is their chosen partner.

Sound Advice from 12 ITSM Customers

Get solid advice, lessons learned, and best practices from 12 Micro Focus customers. Read our eBook and learn how to deliver world-class ITSM.


(PDF 4.37 MB)

software/it-service-management-itsm - why section 2

End-to-End Capabilities. ITIL-Based. Future-Ready.

Micro Focus provides complete ITSM solutions supporting service desk processes plus configuration management, asset management, analytics, and automation—all based on ITIL best practices all supported by expert implementation and expert services.

Transformative Service Management

Micro Focus end-to-end ITSM solutions are simply smarter at transforming service delivery and support. They automate tasks and manage assets to reduce costs. They speed up service desk processes while improving the user experience. They fine-tune software licensing and compliance. And they harness big data to constantly improve the service desk.

Staff Efficiency

Find out how big data machine learning, deep analytics, and pattern matching expedite ticket handling, facilitate continual service improvement, and empower self-service.


(PDF 1810KB)

Service Desk Automation

See how automation of common IT tasks accelerates fulfillment of requests, execution of standard changes, and triage and remediation of incidents, improving both staff productivity

Versatile Discovery for Next Generation Hybrid IT

Ensure your infrastructure is accurately mapped for cloud, on-premise, and containerized IT with agent-less, agent-based, or hybrid discovery capabilities and real-time discovery for virtual environments.


(PDF 108 KB)

Introducing Container Deployment Foundation and Service Management Automation

The future is now. Transforming to the digital enterprise requires simple, fast and innovative solutions. Micro Focus is taking the lead with a new containerized solution that delivers a robust suite of capabilities and microservices, fast.  Providing rapid install & flexible deployment options through Shared Services, Content, and Repository to enable built-in scaling. Combined with agile delivery and predictable releases, Service Management Automation capabilities will expand with your demand, empowering your business growth. Read the blog post by Tom Goguen, GM/VP of ITOM, to learn more about the exciting innovations in the ITOM Suites.


Analyst Report


Research in Action ITSM Vendor Report 2017


(PDF 1.16 MB)



IT Service Management Automation


(PDF 883KB)

Analyst report


Top 20 ITSM Vendors


(PDF 779 KB)

White paper


Three Ways Big Data Can Transform Your Service Desk


(PDF 1810KB )



Big Data ITSM: 6 Ways to Reduce Cost


(PDF 684 KB)

Solution Brief


Asset Optimization



Configuration Management System for ITSM

Solution Brief


ITSM Automaton Suite as a Service

Related Products and Services

Service Desk

Service Desk Solutions

Intuitive on-premise and SaaS service desk solutions that deliver extensive automation and efficiencies in ITSM.


Configuration Management System

Manage change effectively and comprehensively across environments.

IT Asset Management

Asset Manager

Manage your IT assets with efficiency and control across their lifecycle.

Consulting & Implementation

Software Services

Shape your IT strategy to achieve business value.

Software Education

Education Services

Empower your teams. Boost software adoption. Strengthen your business.

Customer Support

Software Support

Meet your IT challenges with industry-leading service and support.


IT4IT Value Chain

Reference architecture model for implementing the IT value streams to optimize and manage IT for the digital enterprise.

Engage with our Service Desk Community

Service Management Automation Blog

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Service Desk Forum

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Micro Focus IT Experts Community

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