Case Study

The client is a leading multinational provider of critical administrative, financial, and compliance services, enabling organizations to invest and operate safely around the world. With a global workforce of 10,000+ professionals operating from 125 offices across 86 jurisdictions, the company supports 92% of global GDP and 95% of global FDI inflow. Their client base includes the majority of Fortune Global 500, FTSE 100, and the world’s top private equity firms, all relying on the company to navigate the complexities of multi‑country operations. To support their rapidly expanding global workforce, the organization required a modern, scalable, and user‑centric ITSM solution aligned with its size, complexity, and IT support needs. They were using BMC Remedy and BMC Discovery, supported by ITIL standards, but the legacy systems restricted process modernization.

The client is one of India’s largest public sector banks, operating through 4,000+ service units and 49 zonal offices across the country. With a diverse portfolio that includes consumer and corporate banking, finance and insurance, investment banking, mortgage services, wealth management, and more, the bank manages millions of customer interactions daily. Given its scale and nationwide reach, maintaining regulatory compliance and securing its vast digital ecosystem are mission‑critical priorities.

A leading Indian life insurance company, the organization serves millions of policyholders nationwide and operates a large, technology‑driven environment supporting over 18,000 users and managing 15,000+ IT assets. With a strong focus on customer experience, regulatory compliance and operational excellence the company relies heavily on its IT ecosystem to deliver seamless policy servicing, claims processing, and digital engagement.

As the business continued to expand and digital adoption accelerated, the organization recognized the need to modernize its IT landscape to support future growth, innovation, and resilient service delivery.

A multinational organization operating across more than 75 countries embarked on a global HR transformation initiative by implementing BMC Helix HR Service Management. The goal was to streamline, standardize, and digitize complex HR processes spread across diverse regions and business units. Prior to this transformation, the organization faced several operational challenges that hindered efficiency, transparency, and scalability.

A major Indian public sector bank headquartered in Mumbai, India, with a nationwide footprint and a deeply trusted presence in the country’s financial ecosystem. The bank serves more than 55,000 users and operates an extensive network of over 5,000 branches and 8,000 ATMs spread across all states and union territories. Its comprehensive portfolio spans personal and corporate banking, international banking, treasury operations, rural and priority‑sector banking, and a wide range of digital financial services. With its large customer base and mission‑critical operations, the bank plays a pivotal role in driving financial inclusion and delivering secure, accessible, and technology‑led banking services across urban and rural India.

An Indian multinational information technology services and consulting company headquartered in Bengaluru, delivering end‑to‑end digital and IT solutions across global markets. Its service portfolio spans infrastructure and technology operations, applications outsourcing, enterprise architecture consulting, application development and integration, and comprehensive application management. The company supports clients across key industries, including financial services, telecommunications, logistics, and technology.

A leading Indian financial services company that offers a wide range of financial products and services. They provide solutions in areas such as life insurance, general insurance, asset management, wealth management, and more. A dynamic organization with 13 Lines of Business (LOBs), confronted formidable challenges in Infrastructure Management Services (IMS). The company was ensnared in the complexity of managing IMS across multiple LOBs, leading to inefficiencies and a lack of central control. In response to these challenges, Customer joined forces with Kinsfolk, a BMC software partner renowned for its technical prowess. This case study provides an in-depth analysis of the technical and operational difficulties customer faced and the remarkable transformation brought about by Kinsfolk’s strategic implementation.

A leading Indian life insurance company, managing over 18,000 users and 15,000 IT assets, embarked on a critical modernization initiative to address operational inefficiencies and compliance risks caused by outdated legacy systems. The company’s IT operations were hindered by unsupported BMC tools, end-of-life hardware, a lack of high availability (HA) and disaster recovery (DR) mechanisms, and minimal process maturity. With increasing demands for scalability and agility, the customer sought to future-proof its IT infrastructure.