The existing IMS operations presented several intricate technical and operational challenges:
- Fragmented Solutions: The organization operated in a maze of diverse tools and systems to manage IMS across its 13 LOBs, leading to fragmented processes, inefficiencies, and an inability to obtain a unified view of their operations.
- Lack of Unified Control: The absence of a centralized system made it nearly impossible to obtain a holistic view of IMS, resulting in siloed operations, data duplication, and a lack of coordination among teams across the various LOBs.
- Inefficient Workflows: Highly complex, time-consuming workflows hindered incident resolution, and service request response times, affecting the organization’s overall efficiency and customer satisfaction.
- Cost Inefficiencies: Fragmented asset management and procurement processes resulted in cost inefficiencies, unnecessary expenditure, and difficulties in tracking asset lifecycles and compliance.
- Resource Wastage: Diverse LOBs struggled to optimize resource usage, leading to resource wastage, inefficient job scheduling, and escalating operational costs.
The Transformative Approach
Recognizing the need for a comprehensive IMS solution that could cater to all 13 LOBs, customer turned to Kinsfolk for technical expertise. Kinsfolk’s strategy was to unify and streamline IMS operations through BMC products. The following technically adept solutions were implemented:
- IT Asset Management: A robust asset management system was integrated to provide an in-depth view of IT assets for all 13 LOBs, ensuring efficient tracking, maintenance, and compliance.
- Workflows: Kinsfolk streamlined workflows to automate various IMS processes, reducing manual intervention, and enhancing operational efficiency for all LOBs.
- Service Desk: A comprehensive service desk solution was deployed to facilitate effective incident management, service request handling, and user support for all 13 LOBs.
- Asset Lifecycle Management: Customer gained control over the entire asset lifecycle, from procurement to retirement, ensuring cost-efficiency and compliance across all LOBs
Customer Value Realisation
- Centralised Operations: With a unified tool stack in place, customer achieved centralized IMS operations management across all 13 LOBs, simplifying complexity ensuring a coordinated approach.
- Cost Savings: With a unified tool stack in place, customer achieved centralized IMS operations management across all 13 LOBs, simplifying complexity ensuring a coordinated approach.
- Improved Service Quality: The Service Desk solution allowed for prompt incident resolution and elevated user support across all 13 LOBs, significantly enhancing service quality and customer satisfaction.
- Holistic Visibility: Single source of reference for customer assets and services. Graphically visualize the data to easily understand relationships and dependencies.
