Managed services that activate every AI capability in each quarterly release
OpenText ships four CE releases per year. Each one adds AI capabilities that most managed services providers install but never configure. BCS runs a structured AI activation sprint with every release so the platform advances rather than stagnating on features the organisation paid for but never turned on.
OpenText quarterly releases each adding AI capabilities that must be configured, not just installed, to deliver value
OpenText's 2025 releases — CE 25.1, CE 25.2, and CE 25.4 — each shipped new Aviator and AI Data Platform capabilities that require active configuration to deliver value, not just installation
BCS managed services redirects the support budget from routine ticket resolution to quarterly AI activation work. Symphony handles repetitive tickets. The BCS team runs CE adoption sprints
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Three managed services starting points. One advancing platform outcome.
Most OpenText AMS contracts resolve tickets and keep the lights on. They do not activate new AI features. They do not run adoption sprints. They do not treat each quarterly CE release as a platform advancement opportunity. The result is a licensed, deployed, stagnating OpenText environment.
OpenText announced the AI Data Platform (AIDP) at OpenText World 2025 and has shipped AI capabilities in every quarterly CE release since. Aviator features, intelligent capture enhancements, content intelligence improvements, and xECM AI connectors arrive with each release. An AMS provider that simply installs the release without running a configuration sprint leaves all of it unused. BCS managed services treats each quarterly release as a structured AI activation sprint: capabilities assessed, configuration planned, tested in a non-production environment, and deployed with adoption measurement. The platform advances with every release cycle.
Six managed services gaps that stall platform advancement
Most OpenText AMS contracts that fail to advance the platform share the same root causes. Releases are installed without activation sprints. L1/L2 is handled by humans processing tickets that machines could resolve. Improvement is never scoped into the contract. BCS delivery is designed to close every one of these gaps from day one.
Why OpenText managed services fails to advance the platform
The gap between what managed services promises and what it delivers is consistent. Ticket resolution is fast. Platform advancement is zero. New capabilities arrive quarterly and leave unused. The investment in OpenText licensing never reaches its full potential because AMS was scoped for maintenance, not activation.
Quarterly releases bring AI that nobody activates
OpenText ships CE 25.1, CE 25.2, CE 25.4, and CE 26.1 in a rolling annual cycle. Each release adds Aviator features, AIDP capabilities, and content intelligence improvements. An AMS provider that applies the release without running an activation sprint leaves all of it unconfigured and unused.
Human agents processing machine-solvable tickets
First-line OpenText support tickets follow predictable resolution patterns: permission denied errors, search index queries, workflow routing questions, and archival failures. These are machine-solvable problems. Every hour a human agent spends on them is an hour not spent on AI activation, capability expansion, or improvement work.
The platform flatlines after go-live
Most OpenText implementations show strong adoption metrics in the first 90 days. After that, without a continuous improvement programme, usage plateaus, new capabilities go unnoticed, and the business stops expecting the platform to advance. The technology stays current. The outcomes do not improve.
How BCS delivers OpenText managed services
BCS managed services follows a four-track model running simultaneously: reactive support via Symphony automation, proactive monitoring via deKorvai, quarterly CE adoption sprints for AI activation, and continuous improvement sprints that expand automation coverage and close adoption gaps.
Resolve
Symphony agents handle L1/L2 tickets autonomously from day one. Password resets, permission requests, workflow exceptions, and archival queries are resolved without human intervention. BCS support engineers focus on complex configuration issues, integration problems, and edge cases that require platform expertise.
Monitor
deKorvai reads integration connector health, content flow volumes, AI retrieval accuracy, and classification drift continuously. Anomalies are surfaced before they become user-reported incidents. The BCS monitoring dashboard provides a live view of platform health across all connected systems.
Activate
With each quarterly CE release, BCS runs a structured activation sprint: new AI capabilities assessed, configuration dependencies mapped, tested in non-production, and deployed with adoption measurement. Aviator enhancements, AIDP features, and xECM AI improvements are activated in every release cycle.
Advance
Quarterly improvement sprints review automation coverage, identify new Symphony agent use cases, expand deKorvai monitoring scope, and close adoption gaps identified through usage analytics. A quarterly platform health briefing is delivered to the internal team with findings and next-sprint priorities.
Where BCS OpenText Managed Services delivers
BCS managed services covers the full scope of an OpenText AMS programme: reactive support, proactive monitoring, CE adoption, AI activation, integration health management, and continuous improvement. Every capability is designed to advance the platform, not just maintain it.
Symphony-Powered L1/L2 Support
Autonomous resolution of first and second-line support tickets using Symphony agents. Standard resolution patterns for permission errors, workflow exceptions, archival queries, and search issues handled without human intervention. BCS support engineers freed for high-value work.
Quarterly CE Adoption Sprints
Structured activation programme for every OpenText CE release. New AI capabilities assessed, configuration planned, tested in a dedicated non-production environment, and deployed with a 30-day adoption measurement period. No release ships without an activation plan.
OpenText Aviator Configuration
Aviator AI assistant configuration, document type model training, workflow integration, response tuning, and user permission setup. Updated with every CE release that ships Aviator enhancements. Adoption measured quarterly to ensure the AI assistant is being used, not just available.
AIDP and Content Intelligence
AI Data Platform capability activation, content classification model tuning, intelligent capture configuration, and content intelligence dashboard setup. Each CE release that advances AIDP capabilities is assessed and configured as part of the quarterly adoption sprint.
Integration Health Management
Ongoing monitoring and maintenance of xECM connectors, OT2 cloud APIs, and Microsoft Graph integrations. Connector health tracked by deKorvai, performance benchmarks validated quarterly, and connector updates applied with each CE release to maintain certification compliance.
Proactive Platform Monitoring
Real-time monitoring of platform availability, content flow health, integration connector status, AI retrieval accuracy, and classification drift via deKorvai. Anomaly alerting configured to surface degradation before users are affected.
Continuous Improvement Sprints
Quarterly improvement backlog reviewed and prioritised: new Symphony automation use cases, adoption gap closure, configuration optimisation, and metadata quality improvement. Every quarter the platform does more than the quarter before.
Change Management and Training
Role-based training updates delivered alongside CE releases that change user-facing capabilities. Adoption measurement for new features, targeted retraining for teams with low utilisation, and quarterly adoption briefings for the internal platform owner.
Compliance and Audit Support
Anugal monitoring for retention policy compliance, access control audit, and regulatory reporting. Quarterly compliance review delivered alongside the platform health briefing. Audit evidence collected continuously from day one of managed services.
In-house platforms that make OpenText managed services autonomous
BCS managed services is not a human support team that resolves tickets. It is Symphony handling L1/L2 autonomously, deKorvai monitoring platform health in real time, and Anugal auditing compliance continuously. The human team runs CE activation and improvement work that the organisation cannot do alone.
Agentic Operations Platform
Symphony
Symphony agents are deployed on the L1/L2 support layer from the first day of the managed services contract. Routine tickets are resolved autonomously. Workflow exceptions are handled without escalation. Archival confirmation, permission request processing, and search index queries never reach a human support queue. The BCS team handles configuration, CE activation, and improvement sprints.
- Autonomous L1/L2 ticket resolution without human escalation
- Workflow exception handling and self-healing resolution
- Permission request processing with governance validation
- Archival trigger automation and confirmation management
AI Decision Intelligence
deKorvai
deKorvai monitors the OpenText environment continuously across availability, content flow health, integration connector status, AI retrieval accuracy, and classification drift. Anomalies are surfaced before users report them. Platform health is visible on a live dashboard accessible to both BCS and the internal team. CE adoption metrics are tracked sprint by sprint to show platform advancement over time.
- Real-time integration connector health monitoring
- Content flow anomaly detection and early warning
- AI retrieval accuracy tracking across Aviator and AIDP
- CE adoption metric reporting per quarterly sprint
Compliance & Controls Automation
Anugal
Anugal provides continuous compliance monitoring across the OpenText environment: retention policy adherence, access control audit, information governance, and regulatory reporting. Every content transaction is audited in real time. Quarterly compliance reports are delivered to the internal platform owner alongside the platform health briefing. For regulated industries, Anugal makes the managed OpenText environment permanently audit-ready.
- Continuous retention policy compliance monitoring
- Real-time access control audit and violation alerting
- Automated regulatory reporting (GDPR, SOX, ISO 27001)
- Quarterly compliance evidence package for internal audit
What makes BCS different from every other OpenText AMS provider
AMS providers resolve tickets. BCS activates AI capabilities with every quarterly release, automates L1/L2 resolution from day one, and runs improvement sprints that advance the platform every quarter. The difference is not support coverage. It is whether the platform gets better.
Every CE release includes an activation sprint
BCS treats every quarterly CE release as an AI activation opportunity. Capabilities are assessed, configured, and deployed with adoption measurement. No release ships without a plan for the new features it contains.
Symphony resolves L1/L2 without human intervention
Symphony agents handle routine support tickets from the first day of the contract. The BCS support team focuses on configuration, CE activation, and improvement work rather than the repetitive first-line resolution that consumes most AMS budgets.
The platform advances every quarter
Quarterly improvement sprints review automation coverage, adoption metrics, and capability gaps. The result is a platform that does more in month 12 than it did in month one, not a platform maintained at the same capability level indefinitely.
Proactive monitoring catches problems before users do
deKorvai reads platform health signals continuously. Content flow anomalies, connector degradation, and AI accuracy drift are surfaced before users report symptoms. The support experience is resolving issues before tickets are raised.
Compliance monitoring runs continuously
Anugal audits every content transaction from the first day of managed services. The internal team does not need to schedule compliance reviews. Evidence is collected, retention adherence is monitored, and quarterly reports are delivered automatically.
The internal team grows more capable
Every CE sprint includes documentation and a knowledge briefing for the internal platform owner. Resolution playbooks are maintained and handed over. The goal is an internal team that understands the platform better after 12 months of BCS managed services than they did before.
Other OpenText services from BCS
Ready for a managed services contract that advances the platform every quarter?
Tell us what managed services arrangement you currently have. Whether you are replacing a break-fix AMS contract, taking over from an implementation partner who has handed over, or establishing managed services for the first time, BCS will design a support and activation programme around outcomes, not SLA metrics.