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Enterprise Information Management (EIM) developer OpenText™, announced yesterday that it has acquired its long-time BPM technology partner, ICCM Solutions – a leading provider of process applications based on the OpenText Business Process Management (BPM) platform. Based in Malmesbury, United Kingdom, ICCM Solutions has approximately 200 customers worldwide using its solutions, including two of the five largest service desks in the world.

By combining ICCM’s expertise in delivering componentized applications with OpenText’s leading BPM platform, OpenText is the market’s first vendor to deliver a business process application framework that enables process components to be easily reused in BPM deployments. Leveraging a process application framework instead of coding allows for an accelerated delivery of new vertical and horizontal process-based applications within as little as 30-days. By relying on a library of reusable service components when deploying various process-based apps across the enterprise, customers can now predictably roll-out or improve existing services in 25% less time compared to the rigid packaged applications or traditional “blank slate” BPM approaches offered by competitors. With a faster deployment of Smart Process Applications, OpenText is helping its customers to rapidly meet their time-to-value and process improvement goals.

Announcing OpenText Assure for IT Service Management (ITSM)

Leveraging industry best practices and ICCM’s leadership in IT service management solutions, OpenText announces the immediate, global availability of OpenText Assure for ITSM, the latest process application developed specifically for IT service managers. This new application manages the entire IT services delivery process – from request and ticket generation, to research, analysis, issue resolution, and knowledge capture. OpenText Assure for ITSM provides superior process governance, customization, as well as quicker integration and development. Offering a rapid and predictable deployment, OpenText Assure for ITSM is equipped to deal with a broad range of service requests that vary in size and scope. Whether volume is low or high, OpenText Assure for ITSM is at the ready, able to accommodate up to tens of thousands of service requests on a daily basis.

“As an OpenText partner for over ten years, ICCM customers have enjoyed the power of OpenText’s MBPM as the platform underneath ICCM’s process application framework,” said Muhi Majzoub, OpenText senior vice president, engineering. “ICCM’s powerful Assure framework and applications for IT Service Management and HR services fit like a glove with our existing BPM solutions. By joining forces with ICCM, our joint customers will gain the best of both worlds, and OpenText will be able to further accelerate its delivery of new process applications that integrate our EIM portfolio. We are thrilled by this deal and welcome ICCM’s employees and customers to OpenText.”

The out-of-box service components offered with OpenText Assure for ITSM provide a strong Information Technology Infrastructure Library (ITIL) based service delivery framework to help ensure your solution reflects industry best practices for IT service excellence. By integrating the service components of OpenText Assure for ITSM with OpenText’s industry-leading MBPM platform, service management solutions are robust as well as agile.

“IT service organizations are continuously faced with an increasing array of challenges: they are expected to provide an expanded range of application-based services to employees, combined with shrinking budgets and accelerated time-to-market expectations,” said Nathaniel Palmer, editor of BPM.com and executive director of the Workflow Management Coalition. “IT Service Management (ITSM) has long been a logical target area for BPM, yet successful adoption has been held back by requiring customers to develop the associated processes, forms and reporting. Directly attacking this very issue, OpenText has made an important leap forward, with fully-built, out-of-the-box configurations that integrate seamlessly with OpenText’s ECM and CEM portfolios. Assure offers a compelling example of how OpenText continues to establish itself as a leader in Smart Process Applications.”

OpenText Assure and the new ITSM process application are available immediately directly through OpenText, as well as through its global partners.

As one of the five foundational pillars of OpenText’s Enterprise Information Management (EIM) strategy, OpenText Business Process Management (BPM) solutions deliver improved business insight, higher process velocity, and greater business impact through strategic planning, automation, and optimization of business processes. Our process and case management solutions empower employees to work more efficiently, improve the orchestration of complex processes, and outperform their business goals with real-time business insight. For further information about OpenText Business Process Management (BPM) and process applications, including cloud, on-premise and hybrid approaches:

• Register for OpenText’s August 8^th webinar, BPM Meets ITSM: The Key to ITIL Success, featuring OpenText Business Process Management (BPM) applications experts Andy Scott and Nathan Pryor
• Visit OpenText’s BPM pages
• Read the OpenText Smart Process Applications series on the Because Process Matters blog