Aydem Energy

Leveraging codeless configuration, friendly interfaces, and AI analytics

Mr. TOSUN had experienced a variety of ITSM solutions throughout his career. With the support of Basistek, a local technology partner, the team evaluated several, including OpenText™ SMAX. The OpenText Türkiye team presented SMAX and, once initial interest was piqued, the Aydem Energy team participated in several more technical sessions to gain a deeper understanding of SMAX’s capabilities. IT managers and support desk employees from across the organization were involved in the process.

The Aydem Energy team appreciated the codeless configuration opportunities, the user-friendly interface, and the comprehensive AI-driven analytics and reporting functionality, especially around leveraging ITIL best practices for key ITSM functions. Once everyone was onboard, the core IT team collaborated with OpenText Türkiye and the technology partner on the SMAX implementation.

Careful documentation was a key part of the success of the implementation. Basistek’s ITIL - ITSM Unit Manager Erdinç Öztürk commented on their role, “We created a full scope and analysis document outlining the processes, workflow, and reports associated with any given ITSM function. We then detailed step-by-step test scenarios to ensure that SMAX could emulate existing processes, as well as introduce new automation. Finally, we created documentation to support different job functions, such as administrators and support desk employees.”

Ensuring smooth SMAX introduction through training and partner collaboration

The meticulous preparation, including video and in-person training sessions, ensured a smooth transition, as Mr. TOSUN explained, “Our IT colleagues, OpenText, and Basistek all worked as one team and over a period of a couple of months. Knowledge transfer from the partner to our customer management team meant that we took responsibility for the ongoing management of the system, while the partner focused on an incremental customization project, to start adding additional value to our users.”

Aydem Energy implemented the following SMAX modules: service catalogue, demand management, request fulfilment, change management and knowledge management leveraging an extensive knowledge base, and service level management. It also introduced HR system integration and effective dashboard reporting, all serving to streamline IT operations and enhance the user experience.

Basistek’s Business Solutions Director, Erdinç Öztürk commented, "With our consultancy expertise, we successfully completed an exciting project by harnessing the advanced capabilities of SMAX. As a result, we ensured the consolidated operation of ITSM processes through a single data source.”

Automating device provisioning for new employees with effective integration

One of the important outputs in implementing SMAX was to streamline the employee onboarding and leaving process. This involved SMAX HR integration with SAP® and Active Directory with a single sign-on process. HR enters new joiner information in SAP and SMAX leverages web services to automatically raise a ticket to the relevant departments. This triggers the service management team to create the username within Active Directory and organize the necessary devices for the new employee, such as a laptop and a mobile phone. Everything is planned for the new user on their start date with Aydem Energy so that they can be productive straight away. For leavers, the automated SMAX process ensures that devices are handed back to the company and system access is closed following the employee’s last day at Aydem Energy to avoid any security concerns.

SMAX automation streamlines many of the previously manual processes the service management team was involved in. Every six months the IT team is required to check all user access rights. An automated SMAX process creates a ticket to remind the team of this, so that periodic control is sure to happen in line with company governance.

Similarly, SMAX is designed to respond to system capacity issues. For instance, if a capacity of 80 percent is reached in any of the Aydem Energy servers, SMAX automatically creates a ticket which is routed to the infrastructure team to address the issue before it becomes a problem that might impact users.