Legacy System Limitations: The organization’s ITSM environment was built on outdated BMC tools that were no longer supported by the OEM, increasing risks related to security, compliance, and system stability. Additionally, the hosting hardware had reached end‑of‑life, making the environment highly vulnerable to failures and performance degradation.
Non‑Availability of HA/DR Mechanisms: The absence of High Availability (HA) and Disaster Recovery (DR) capabilities meant there was no failover mechanism to ensure continuity during outages or disasters. This posed significant business continuity and regulatory risks, especially for a mission‑critical insurance ecosystem.
Process Gaps and Low ITIL Maturity: Minimal adoption of ITIL processes led to inconsistent service delivery, slower incident resolution, inadequate documentation, and poor governance across IT operations. The lack of standardized workflows contributed to operational bottlenecks and reduced service efficiency.
Scalability Constraints: The existing architecture was rigid and could not adapt to the growing demands of users, IT assets, and evolving business requirements. This limited the company’s ability to scale efficiently, integrate modern tools, or adopt next‑generation ITSM capabilities.
Solution Delivered
Kinsfolk partnered with the customer to design and implement a modern, resilient, and scalable ITSM environment. Leveraging deep expertise in BMC Helix, container platforms, and ITIL‑aligned process frameworks, Kinsfolk executed a comprehensive transformation program that included:
Migration to BMC Helix ITSM on Containers: Transitioned legacy ITSM systems to a modern, containerized BMC Helix platform for improved agility and performance.
Implementation of the First Enterprise‑Grade Container Platform: Introduced a secure and scalable container orchestration environment, laying the foundation for future cloud‑native deployments.
High Availability (HA) & Disaster Recovery (DR): Designed and deployed HA and DR capabilities to ensure continuous operations, minimize downtime, and strengthen business continuity.
Enablement of ITIL 4 Processes: Standardized service management practices by introducing ITIL 4‑aligned workflows across incident, problem, change, and service request management.
Enterprise & Operations Dashboards: Delivered real‑time operational visibility through integrated dashboards, empowering leadership with actionable insights.
Business Outcomes & Benefits
The transformation enabled the customer to unlock significant operational, technical, and strategic benefits across their IT landscape.
Future‑Ready IT Operations: Modernized the IT environment to support digital initiatives and long‑term growth.
Resilient & Highly Available Infrastructure: Ensured uninterrupted business operations with built‑in HA/DR capabilities.
Comprehensive Service Catalogue: Enabled standardized service offerings for improved consistency and service delivery.
Process Excellence & Improved Governance: Streamlined workflows and enhanced compliance through ITIL 4‑aligned processes.
Scalability & Flexibility: Containerized architecture allows rapid scaling to meet evolving business and user needs.
Restored OEM Support: Transition to supported BMC Helix platform reinstated full OEM support, ensuring reliability and access to upgrades.
Improved User Experience: Enhanced performance and modern UI led to a more seamless experience for end users and IT teams.
Streamlined IT Operations: Increased efficiency, reduced manual interventions, and improved operational visibility.
