Service Request Management implementation with end-to-end automation

A Leading Auto and Personal Insurance provider’s current homegrown IT Service Request Management tool was nearing end of vendor support with frequent performance and stability problems. The client's major focus was to enhance the service request and streamline the approval process. It was also looking to automate the change request process.

Business Challenge

  • The client was looking to input data into both home-grown systems and BMC SRM when there is a need to change tickets because both the systems are on different platforms. Data silos across systems were making it difficult to maintain. Also, there was poor visibility on the fulfillment process and work order routing.

Technology Components

  • BMC Remedy, BMC Atrium, Atrium Orchestrator & BladeLogic

  • Key Deliverable

  • BMC Remedy Integration with Atrium. IDM and BladeLogic

  • Automated work order creation with repeatable process

Approach

  • Successful automation/integration with Atrium Orchestrator, IDM, BladeLogic using Web Service and scripts through synchronous and asynchronous calls

  • Automatic work order creations, polling external system and updating WO status to help reduce manual intervention and time-to-service requests

  • Developed and implemented repeatable process, reducing administrative overhead

Transformational Effects

  • Enhanced usability of service based requests, streamlined approvals and workflows

  • Provided thought leadership in driving efficiency and best practices

  • Automated the change request process, avoiding significant manhours

  • Covered a wide variety of categories: Monitoring & Performance, Messaging & Collaboration, Network & Telephony, Identity & Access Management and HR Management

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