Challenge: IplanRio needed a comprehensive and efficient solution to optimize its IT service management processes, ensuring greater operational efficiency and a better user experience. It was essential to align IplanRio's processes with ITIL best practices and implement a robust service catalog, process management and asset discovery and management tool.

Solution: Lotus ICT implemented the BMC Helix ITSM solution, covering several fronts to ensure the success of the project:

1. Customer Service Portal:Configuration of an intuitive and efficient portal, allowing the creation and simplified follow-up of support requests by IplanRio users.
2. Asset Discovery and Management:Implementation of a robust solution for the discovery, tracking and management of IplanRio's IT assets, including hardware, software and other essential resources.
3. ITIL Best Practices:Alignment of IplanRio's service management processes with ITIL best practices, ensuring greater efficiency, quality and compliance.
4. Solution with the BMC Helix Platform (SaaS):Configuration of the BMC Helix solution, with features such as incident, problem, change and release management, as well as integration with the knowledge base.
5. Training and Capacity Building:Providing customized training for IplanRio users, enabling them to effectively use the new ITSM solution.

Results: The partnership between Lotus ICT and IplanRio has resulted in a number of significant benefits:

• Improved User Experience: The new service portal has provided an intuitive interface, improving the user experience when handling support requests.
• Greater Operational Efficiency: The asset discovery and management solution has enabled better traceability and management of IT resources.
• Alignment with Best Practices: Implementation in line with ITIL practices ensured more efficient, high-quality processes.
• Efficient training: Personalized training ensured that IplanRio's users were well prepared to use the new tool and serve their clients from various business areas.

Testimonial:"The implementation of BMC Helix ITSM by Lotus ICT was a milestone in IplanRio's digital transformation. The new solution has allowed us to significantly improve the management of our IT services, bringing more efficiency and quality to our users." - IplanRio representative

Conclusion: The implementation of BMC Helix ITSM at IplanRio by Lotus ICT exemplifies a success story in digital transformation and IT process optimization, highlighting the importance of an integrated approach aligned with market best practices.

🌐 Find out more about IplanRio: www.prefeitura.rio/orgaos_municipais/iplanrio