Implementation of BMC Helix ESM and ITSM at Usiminas to Increase Operational Efficiency

Challenge

Usiminas, one of Brazil's largest steel producers, was facing significant challenges in managing its IT and business services. The company needed a solution that could unify and standardize IT processes and those of other departments, such as HR, Finance and Legal, in order to improve operational efficiency and user satisfaction.

Solution

To meet these needs, Usiminas chose BMC Helix solutions, recognized for their robustness and flexibility in service management, as well as advanced automation and artificial intelligence features.

Implementation

The implementation was handled with excellence by Lotus ICT(www.lotusict.com), a specialized integrator partner, which ensured a smooth and efficient transition from existing solutions to BMC Software's integrated platform. The process was carried out in several phases:

  1. Planning and Evaluation: Usiminas' IT team, in partnership with consultants from BMC and Lotus ICT, carried out a detailed evaluation of existing processes and identified areas for improvement.
  1. Configuration and Customization: BMC Helix solutions have been configured to meet Usiminas' specific needs, including the creation of customized workflows for different departments.
  1. Migration: The migration from the two previously existing solutions to BMC Software's integrated solution was carried out by Lotus ICT, meeting the specific needs of the client and adapting the processes.
  1. Training and Capacity Building: Training was carried out to ensure that all users were familiar with the new tools and processes.
  1. Rollout and Monitoring: The solution was rolled out in stages, starting with the HR department and then to the IT department, later expanding to other departments. Performance was monitored continuously to ensure effectiveness and identify opportunities for improvement.

Results

The implementation of BMC Helix solutions has brought several benefits to Usiminas:

  • Improved Operational Efficiency: Process automation has reduced response times and increased team productivity.
  • Greater User Satisfaction: The standardization of services and the centralization of requests have improved the experience of internal users.
  • Cost reduction: Improved efficiency has resulted in a significant reduction in operating costs.
  • Visibility and Control: The BMC Helix platform provided a comprehensive view of services and processes, enabling better control and decision-making.
  • Omnichannel interaction: The new platform enables omnichannel user interaction, including service via a virtual agent (chatbot), further improving accessibility and efficiency in service.
  • Scope: The solution has been implemented in all the companies of the Usiminas group, guaranteeing standardization and complete integration of services throughout the organization.

Find out more about Usiminas https://www.usiminas.com/