The on‑prem Remedy environment suffered from:
- Limited self-service capabilities
- Outdated user interface
- Slow performance
- Lack of modern functionality
This resulted in a poor end‑user experience and reduced IT team efficiency.
High Maintenance & Operational Cost: Legacy systems demanded continuous upkeep, including:
- Hardware maintenance
- Frequent patching
- OS upgrades
- Database management
- Complex upgrade cycles
These factors drove up operational costs and diverted resources from strategic IT initiatives.
Reduced Vendor Support & Security Exposure: With the legacy platform approaching end of life:
- Vendor support diminished
- Security patches became infrequent
- Vulnerabilities increased
This exposed the organization to cybersecurity risks, compliance violations, and potential reputational impact.
Misalignment with Modern Business Needs: The aging architecture lacked the agility and scalability needed to:
- Support global growth
- Integrate with modern applications
- Adapt to evolving ITSM processes and standards
To overcome these limitations, the client pursued a strategic upgrade to BMC Helix ITSM, a cloud‑based platform offering scalability, automation, flexibility, and a modern user experience.
Kinsfolk’s Strategic Path to BMC Helix Success
Kinsfolk partnered with the client to execute a seamless migration from BMC Remedy On‑Prem to BMC Helix ITSM on cloud, delivering a future-ready ITSM environment.
Comprehensive ITSM Assessment: Kinsfolk conducted an end-to-end evaluation of the client’s existing ecosystem:
- Customizations
- Integrations
- Configurations
- Process maturity
- Data readiness
Clear ITIL alignment gaps and modernization opportunities were identified.
Specialist‑Led Migration Approach: A dedicated team of:
- ITSM consultants
- Helix migration experts
- Business analysts
worked collaboratively to define migration goals, KPIs, and success criteria, ensuring full stakeholder alignment.
Cloud‑Ready Deployment on BMC Helix: The client transitioned to BMC Helix using:
- Out‑of‑the‑box features
- Predefined service catalogs
- Ready‑to‑deploy foundation data
- Standardized ITIL-based workflows
This dramatically accelerated the implementation timeline.
Impact & Business Outcomes
Kinsfolk’s migration to BMC Helix delivered transformational value across IT operations.
- 50% Faster Implementation: By using predefined catalogs, templates, and foundation data, the deployment timeline was cut in half.
- Cloud-Driven Scalability & Flexibility: BMC Helix eliminated the need for hardware and OS management, enabling:
- Dynamic scalability
- Reduced infrastructure costs
- Zero hardware lifecycle management
- 99.9% Uptime & Continuous Availability: Built‑in HA and DR provided:
- Redundant infrastructure
- Automated failover
- High service continuity
- Modern, Intuitive User Experience: The new interface improved:
- IT team productivity
- End-user satisfaction
- Self-service adoption
- Reduced Total Cost of Ownership (TCO): Cloud deployment eliminated:
- Hardware CapEx
- OS/database maintenance
- Patch management overhead
- Stronger Security & Compliance: Built-in security controls helped the client adhere to:
- Global compliance standards
- Data protection regulations
- Modern security protocols
Through its migration to BMC Helix ITSM, guided by Kinsfolk’s expertise, the client achieved a modern, scalable, secure, and cost‑efficient ITSM environment, enabling the organization to better support its global workforce and future growth ambitions.
