Case Study
Implementation of a centralized cloud-based ITOM platform for a space agency
ABSTRACT
Migration of the ITSM (IT Service Management) platform to the cloud and implementation of a centralized, integrated, and cloud-ready ITOM (IT Operations Management) platform.
Where: italy
Where: italy
Challenge
A leading European space agency engaged us in an innovation project aimed at modernizing a fragmented on-premise ITSM environment, consolidating processes and tools to implement a unified, scalable, and more efficient operating model.
Approach
We defined a structured migration plan and an evolutionary roadmap built around two main streams: innovation and modernization through the Helix BHOM platform, and deployment supported by shadow management activities.
Digital Ecosystem
Solution
Digital Ecosystem
The solution involved migrating the ITSM and monitoring platforms to BMC Helix, creating a modern, fully integrated ITOM ecosystem. We supported the client throughout the adoption of the new platform by consolidating catalogs, assets, CMDB (Configuration Management Database), and knowledge into a unified cloud-based framework, while introducing advanced AIOps (Artificial Intelligence for IT Operations) capabilities to enhance visibility, automation, and operational quality.
The initiative also included an innovation journey aimed at extending application visibility, integrating existing monitoring systems into Helix, enabling cloud-to-cloud monitoring, and ensuring proper data segregation across teams. In addition, we established a structured deployment and shadowing program, managed by dedicated teams in close collaboration with our partner BMC.
Results
Increased scalability and operational flexibility, enabled by a cloud-ready architecture
End-to-end integration of IT processes, with full alignment across ITOM, CMDB, ITSM, and IT Asset Management
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