Quantifiable Business Value
In today’s fast-paced digital landscape, business success depends on technology as well as on stability, agility, and trust relationships.
Behind the scenes, our team works relentlessly to ensure that every service runs smoothly, every incident is resolved swiftly, and every change is delivered with precision; we detect issues before they arise, optimize performance in real time, and empower decision-making with actionable insights.
We do not just design, implement, manage and enhance processes and systems, we are enabling business continuity, empowering innovation, and aligning IT capabilities with strategic goals.
We don’t just deliver professional services, we craft meaningful experiences for end users and employees alike.
In the age of speed, we “give you back” valuable resources - money and time.
Gen AI-Powered Support Enablement for an IT Company
Conscious of Generative AI’s promise, the customer prioritized bringing it into the IT support ecosystem.
„When we began the rollout, the change felt like bringing a calm, capable/ know-it-all teammate onto the floor. Instead of digging through knowledge bases, or waiting for ticket responses, our users could speak to an assistant that understood context, remembered recent issues, and replied in plain language. Problems that once required back-and-forth now resolve in a single conversational exchange.” – IT Support Manager feedback
The implementation outcomes generate:
- Faster issue resolution
- Smarter self-service interactions and personalized support experiences
- Dynamic access to documentation, FAQs, and troubleshooting steps
- Continuous learning from user feedback
By blending AI with human-like understanding, the company is not just supporting users, but offering them an enhanced experience with a lower overall cost.
Over 78% of Requests Automated for a global telecom company
When we teamed up with the customer, their operations leaned mostly on manual steps and handoffs. As we worked through their processes, the routine friction began to vanish: we redesigned approvals, provisioning, and common work orders into automated flows that think and operate autonomously for the team.
Today more than 78% of service requests and work orders run end-to-end without human intervention.
Requests close faster, manual touch points and the chance for human error drop dramatically. All these equal time back to users, exactly where it belongs.
IT Service Catalog Deployed for a multinational IT organization
When our customer set out to simplify how their teams accessed internal IT solutions, they had a clear goal: make it easy, make it smart, and make it scalable.
Hence, we’ve brought our expertise to develop a centralized, user-friendly catalog for their internal solutions, built on top of BMC Helix Innovation Studio, to empower users with everything they need to navigate the IT landscape.
Now, end users can:
- Explore product details - descriptions, user guides, trainings, FAQs
- Place service requests directly from the catalog
- Use powerful search to find what they need instantly
- Identify product owners and reach out for faster support
- Rate and favorite applications
This is more than a catalog, it’s a gateway to smarter, faster, and more informed IT experiences.
Evolving IT Operations with AIOps
We supported our customer to transform the way their IT Operations Center works with AI/ML-powered auto-incident creation on the BMC AIOps platform. Read about our client results:
“By implementing AI/ML capabilities, we enabled intelligent ticketing, reduced ticket volume, and decreased event noise by 85%. Customer’s NOC Operation Center was now able to focus on prioritizing the right incidents. We are now not just reacting faster, but we are thinking ahead. Collaborating with you on this transformation was an inspired decision.”
NOC Operations Center Manager
Greenfield Implementation of Enterprise Service Management and IT Operations Management Solutions for an IoT Company
“The beginning is the most important part of the work.”, Plato. We started the journey by defining the processes according to ITIL best practices and continued with successfully building a Platform-as-a-Service from the ground up.m-as-a-Service from the ground up.
This new ecosystem includes:
- BMC Helix Enterprise Service Management
- Self-Service Portal
- Asset Discovery and Inventory Management
- Intelligent Reporting Capabilities
Through this initiative, we empowered the organization to implement and roll out a service platform that streamlines operations. By unifying multiple service offerings and leveraging API integrations and automation, we’ve increased efficiency and reduced operational costs.
Implementing a Unified Solution for Automated Asset Discovery and Lifecycle Management
When we first met our client, their IT team was drowning in spreadsheets and scattered discovery tools, facing serious challenges in having control and end-to-end visibility of IT assets, from acquisition to retirement.
Our mission was to introduce a cloud-native platform that became soon the customer’s single source of truth. They can now real-time visualize, catalog, and keep track of the state of network devices, servers, client devices, software, and data.
The implemented solution integrates with ITSM workflows (incident, change, and configuration management), detects and responds to security incidents, and optimizes asset utilization for operational efficiency. The company now meets the latest compliance industry standards, minimizes service outages, and lowers operational costs.
From Fog to Clarity: A Data-Driven Journey
When our client decided to accelerate digital transformation, they switched their IT infrastructure and application-service providers and migrated their entire platform to the cloud. Overnight, the customer lost visibility into old dashboards and on what the suppliers were actually delivering.
The customer realized they needed an end-to-end overview of vendors’ performance to ensure every contractual commitment was met. They needed real-time, accurate analytics to fuel fact-based decisions.
This is where we stepped in and rose to the challenge, designing and rolling out nearly 200 granular reports and dashboards in less than three months. The reports tracked operational processes, SLA compliance, performance metrics, system availability, and overall service health.
With clarity restored, the customer can finally focus on innovation and fully benefiting of this transformation.