Kinsfolk conducted an in-depth assessment of the existing BMC Remedy ITSM On-Premises implementation, including customization, configurations, integrations, and identified the gaps with areas for ITIL process improvement. Â A specialized project team of ITSM professionals, migration specialists, and business analysts implemented the established migration goals, objectives, and success criteria onto the most recent Helix platform after receiving clearance from the stakeholders.Â
Hours delivered back to the business
SOX compliance in Settlement process automation
Success rate of bot case completion
For functional release of OBT, RTS and OGS
Introduction
A leading provider of critical administrative services, helping clients invest and operate safely around the world. A single global team with over 10,000 colleagues in 125 offices across 86 jurisdictions, covering 92% of world GDP and 95% of FDI inflow provides employee, financial and legal administration so that firms can invest and operate safely around the world.Their clients include the majority of the Fortune Global 500, FTSE 100 and top 300 private equity firms. Founded in 1988, the company have grown to become a leading provider of services related to accounting, tax, payroll, corporate secretarial, and human resources. The company serves a diverse range of clients, including multinational corporations, financial institutions, and smaller enterprises, helping them navigate the complexities of doing business in multiple countries.
They required an ITSM solution that was leading the market in terms of capturing the essence of the size and needs of the organization in order to provide for the IT needs of internal staff in a systematic manner. They used the BMC Remedy and BMC Discovery systems, which included the ITIL standards, to implement its strategy.
Challenges
The Client was utilizing obsolete BMC Remedy On-Premises for IT service management, which had restricted self-service options, outdated user interfaces, and a lack of modern functionality. This resulted in a poor end-user experience. They used out-of-date procedures that were no longer in line with industry standards or corporate objectives.Legacy systems are frequently rigid and difficult to swiftly adapt to the shifting business requirements. They frequently need a lot of ongoing care, such as hardware upkeep, software patches, manage Operating System, managing database and upgrades. High maintenance costs impacts on the IT budget and diverting resources from strategic initiatives. As legacy systems approach the end of their lives, vendor support and updates became scarce and expensive. Reduced vendor support resulted in security holes, dependability problems, and trouble keeping the systems healthy.
The client was also exposed to cybersecurity threats and potential legal problems since legacy systems did not adhere to the most recent security standards and compliance regulations. The reputation of the client may be damage, and there may be financial consequences as a result of security breaches or compliance violations. They explored upgrading their BMC Remedy by switching to the cloud-based BMC Helix ITSM solution to address these issues. They desired to update their ITSM procedures, enhance user interaction, and benefit from BMC Helix’s cloud-based features. With the support of cloud-based solutions, client will be able to match their ITSM capabilities with their constantly changing business needs.
The Results
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By leveraging BMC Helix out of box features, predefined catalogs, templates and ready to upload foundation data which helped reduce implementation timeline by 50%Â
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BMC Helix as a cloud-based solution enabled client to leverage the benefits of cloud, including scalability, flexibility, and reduced infrastructure and maintenance costs as it eliminated the burden of managing infrastructure and reduced the operational burden. Â
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Achieved 99.9% uptime and continuous availability of ITSM application because of built-in redundancy and disaster recovery capabilities.Â
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Improved and more user-friendly interface for ITSM processes, made it easier for IT teams to manage incidents, service requests, and other tasks. With a modern, intuitive interface and self-service options, Helix provided a better user experience for both IT teams and end-users.Â
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By leveraging the cloud-based deployment, Client potentially reduced the total cost of ownership compared to on-premises solutions.Â
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The cloud based Solution also included security and compliance features which helped them to adhere to industry standards and regulations while maintaining the security of their data.Â
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The client was also benefited with ongoing updates and enhancements, ensuring that they have access to the latest features and improvements in service management.Â
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Improved reporting and analytics capabilities for data-driven decision-making.Â
