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Leading South American Bank migrates from BMC Remedy to Jira Service Management with bit2bit Americas

bit2bit Americas partnered with a prominent South American bank to enhance operational efficiency by migrating its ITSM processes from BMC Remedy to Jira Service Management. The solution also integrated Opsgenie for a more agile and streamlined alert management process.

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  • Customer

13M+

Customers

South America

Presence

Banking

Industry

South America

Location

27k+

Employees

  • Business Need

The client faced the challenge of modernizing and simplifying its ITSM processes, previously managed through BMC Remedy, while implementing a robust alert management solution. They required a more agile and customizable platform to streamline their ITSM processes and integrate alerts from multiple sources, enabling effective management of major incidents and improved collaboration.

  • Solution

The implementation of Jira Service Management Premium, including Opsgenie, consolidated ITSM and alert management into a single platform. The solution integrated the client’s existing monitoring processes with Opsgenie for alert management, while major incident and problem management processes were migrated to Jira Service Management.

Key highlights of the implementation included enhanced on-call communication and incident routing through improved escalation processes, the creation of a centralized service catalog that linked services with their respective owners, and streamlined alert management with centralized configuration to optimize response times. These improvements standardized and centralized processes, driving KPI enhancements. Additionally, minor incident management, change management, request management, and knowledge management were simplified and implemented following ITIL 4.0 best practices.

 

The success of the project was supported by an incremental deployment approach prioritizing critical services, customized training sessions, and leveraging industry frameworks such as ITIL.

  • Technology

Why bit2bit Americas?

Tailored commercial proposal aligned with the client’s technical requirements

Proven expertise in ITSM solution implementation

Highly skilled team with certifications and technical accreditations

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What are ITSM processes? ITIL version 4 recently went from recommending ITSM “processes” to introducing 34 ITSM “practices”. Their reasoning for this updated terminology is that “elements such as culture, technology, information and data management can be considered to get a holistic view of ways of working”. This more comprehensive approach better reflects the realities of modern organizations.

 

Here, we will not concern ourselves with nuanced differences in the use of practice or process terminology. What’s important and true, no matter what framework your team follows, is that modern IT service teams use organizational resources and follow repeatable procedures to deliver consistent and efficient service. In fact, leveraging practice or process is what distinguishes ITSM from IT.

Change management ensures standard procedures are used for efficient and prompt handling of all changes to IT infrastructure, whether it’s rolling out new services, managing existing ones, or resolving problems in the code. Effective change management provides context and transparency to avoid bottlenecks, while minimizing risk. Don’t feel overwhelmed by these and the even longer list of ITIL practices.

Problem management is the process of identifying and managing the causes of incidents on an IT service. Problem management isn’t just about finding and fixing incidents, but identifying and understanding the underlying causes of an incident as well as identifying the best method to eliminate the root causes.

Incident management is the process to respond to an unplanned event or service interruption and restore the service to its operational state. Considering all the software services organizations rely on today, there are more potential failure points than ever, so this process must be ready to quickly respond to and resolve issues.

IT asset management (also known as ITAM) is the process of ensuring an organization’s assets are accounted for, deployed, maintained, upgraded, and disposed of when the time comes. Put simply, it’s making sure that the valuable items, tangible and intangible, in your organization are tracked and being used.

Is the process of creating, sharing, using, and managing the knowledge and information of an organization. It refers to a multidisciplinary approach to achieving organizational objectives by making the best use of knowledge.

Is a repeatable procedure for handling the wide variety of customer service requests, like requests for access to applications, software enhancements, and hardware updates. The service request workstream often involves recurring requests, and benefits greatly from enabling customers with knowledge and automating certain tasks.

It’s simply not enough to have an ITSM solution – you need one that actually accelerates how your teams work.

Atlassian’s ITSM solution unlocks IT at high- velocity by streamlining workflows across development and operations at scale. Meaning what was once many siloed teams with different ways of working, are now integrated and much more collaborative than ever before.

ITSM benefits your IT team, and service management principles can improve your entire organization. ITSM leads to efficiency and productivity gains. A structured approach to service management also brings IT into alignment with business goals, standardizing the delivery of services based on budgets, resources, and results. It reduces costs and risks, and ultimately improves the customer experience.