What’s your favorite holiday show? I mean besides Die Hard, of course. I have to admit that I’m partial to the 1964 TV special, Rudolph the Red-Nosed Reindeer.
I’m especially drawn to the “Island of Misfit Toys.” As a kid, it was relatable to think that there are others who don’t quite fit in, but wind up finding a place to call home anyways.
Corporate help desks often resemble the Island of Misfit Toys—a collection of tools and processes that don’t quite fit the needs of the season. From outdated systems struggling under increased demands to overwhelmed agents juggling inefficiencies, these “misfits” can leave employees and customers feeling stranded. That’s where modern help desk automation comes in. Enter OpenText™ Service Management, which can turn these misfit tools into synchronized support heroes.
At OpenText, we’ve recently focused on consolidating our corporate help desk technology and processes to reduce costs and elevate employee experiences – two key goals of our CIO, Shannon Bell. Here are some of the challenges that she was looking to solve:
Take your help desk from chaos to cohesion
Much like the misfit toys yearning for purpose, traditional help desks often suffer from fragmented toolsets that don’t integrate or leverage the best practices of the others. OpenText Service Management provides a “configure, don’t code” approach to unify and elevate help desk functions across departments—IT, HR, facilities, and beyond. This approach delivers a faster time to value and lower costs to implement and make changes without the need for developers. It also ensures your configurations survive upgrades—making it easier to stay current with the latest capabilities.
An ai-powered virtual helper: Your help desk’s modern Rudolph
OpenText’s generative AI assistant, Aviator, acts as a “Rudolph” for help desk automation, leading the way with real-time responses, automated ticket resolutions, and personalized support. By providing instant, human-like interactions, the AI assistant replaces inefficiency with cheer, enabling teams to deliver seamless service even during holiday (or open enrollment season) peaks. Take the click tour demo of Aviator for ITSM
Turn your corporate support portal into self-service magic
Imagine if every employee could go to one place for all the answers they need, in the channel that they prefer—like a toy that finally works as it was designed to. OpenText’s self-service web portal and parallel mobile app (for the younger generations) provide a unified experience across all the departments in your organization that handle requests such as IT, HR, legal, procurement, finance, facilities and so on. By consolidating this engagement in one centralized interface, you empower users to find answers independently, freeing up help desk staff for more complex challenges and ensuring everyone gets what they need under the tree of corporate support.
Securing the spirit of giving
Like Santa’s workshop, the security and privacy of operations are paramount. OpenText uses a private LLM to provide generative AI, so that your data isn’t exposed to public LLMs and shared with the world.
The transformation from misfit to masterpiece is the hallmark of the holiday season. By adopting innovative AI help desk technology like OpenText Service Management, organizations can ensure their help desks embody the spirit of efficiency, empowerment, and exceptional service during the most wonderful time of the year.
We would love to hear from you. Contact us with your questions.
