SUCCESS STORY:

IT Asset Management with BMC Helix ITSM at Rio City Hall (IplanRio)

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 went on to implement the BMC Helix ITSM solution, covering several fronts to ensure the success of the project:

Configuration of an intuitive and efficient portal, allowing the creation and simplified follow-up of support requests by IplanRio users.

Implementation of a robust solution for the discovery, tracking and management of IplanRio's IT assets, including hardware, software and other essential resources.

Alignment of IplanRio's service management processes with ITIL best practices, ensuring greater efficiency, quality and compliance.
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.

Providing customized training for IplanRio users, enabling them to effectively use the new ITSM solution.

Implementation:

The partnership between Lotus ICT and IplanRio has resulted in several 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.

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 the best market practices.

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

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