IT Service Management

Use Case

We support businesses’ digital transformation with an end-to-end advisory approach and disruptive implementation services.

Service Management Excellence

IT Service Management is the heart and soul of BRIGHT. For more than 15 years we have delivered enterprise-wide ITSM transformation programs, tailored to deliver tangible business results.

Our approach starts with understanding what the organization wants to achieve from a business perspective. We then assess how its services, processes and organization are set up and agree on a roadmap to deliver an end-to-end ITSM solution.

BRIGHT partners with IT Service Management technology leaders to implement comprehensive ITSM solutions and support the ITSM landscape.

Service Automation and Digitalization

With a focus on high-value services like consulting, advisory and design, we help organizations transform their business processes to increase operational efficiency and ensure excellent service experience.

At the heart of every digital transformation program are the precise change management and seamless adoption of the delivered solution. BRIGHT’s customer-focused approach aims towards constant alignment with the customer, realistic goals and expectations, and practical implementation.

Knowing the Why, What and How of IT and business process optimization, we help our clients:

Identify the key problem areas, drive real business results, and power their continuous improvement strategy by automating service management processes;
Consolidate legacy systems and tools into a single, automated platform to align with business goals and ensure data-driven decisions;
Increase teams’ efficiency and streamline service processes through a centralized, powerful service portal.

End-to-end ITSM Solutions

Consulting and Implementation

Incident and Problem Management;
Change and Release Management;
Request Management;
Vendor Management;
Employee Service Center and more.

Upgrade-as-a-Service and ITSM Platform Migration

Service packages to ease up the upgrade or migration of the implemented ITSM platform;
Assessment of the current state to assure the changes and enhancements won’t impact the system performance so you can scale efficiently without risk of service disruption;
Delivering an end-to-end solution while eliminating the complexity and mitigating the time and resources invested.

ITSM Systems Integration

Simplifying and streamlining the integration of your IT Service Management platform with any external system;
Significantly reduce integration complexity, customization effort, and the workload for managing and monitoring your integrations.

Managed Services and Continuous Support

Easier planning of the ongoing ITSM platform management and support;
BRIGHT’s service management experts provide support, incident management, training, operational and system administration services and more.

Benefits For Your Business

Employee productivity

Scattered and unclear processes, tons of emails and excels exchanged to deliver key services. We work together to eliminate unproductive activities and let people focus on meaningful work.

Transparency and control

You need visibility into your critical services, the daily workload of employees, insights into performance. Together we set up the right KPIs & business metrics to do more with less.

Process efficiency

It can be quite challenging to streamline processes and align between business units. BRIGHT has the best practice and experience to support you all the way.

Simplicity

Avoid technology complexity to allow business, IT and security to share a common view over digital identities.

Our Technology Expertise

BRIGHT technology teams use innovative technologies and best practices to deliver complex solutions. Based on the organization’s preferences and setup, BRIGHT can recommend the most appropriate platform and technology for delivering the required capabilities and business goals. Through focused partnerships with leading software vendors, we make your projects a success.

BMC Helix ITSM (Next Gen Remedy)

BMC Helix ITSM uses cognitive automation technologies to transform best-practice ITSM principles and deliver predictive, industry-leading service management.

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ServiceNow ITSM

ServiceNow platform transforms the impact, speed, and delivery of IT to elevate companies’ service experience.

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Our Partnerships

To deliver outstanding end-to-end solutions, we partner with focused leaders for cutting edge technologies. We are very selective and dedicated in our partnership and build comprehensive delivery and support capabilities.

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Success Stories

Our customers are some of the most innovative and forward-thinking global enterprises looking to manage complexity and simplify their operations. As trusted partners, we work together to optimize their usiness with simple and efficient processes.