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
