IT Operations

The Business Challenge 

The traditional approach to Service Management is in large part reactive, built around functional silos and reliant on manual processes. It focuses on managing components of the IT infrastructure — both physical components (such as servers, clients, and network devices) and logical components (such as applications and databases) — rather than on delivering specific services.

Because of its reactive nature and technology focus, the traditional approach to service management cannot meet the requirements of the complex, fast-moving, modern data center, and that exposes the organization to higher costs and increased risk — performance and availability risk, cost risk, and compliance risk. A new proactive operations management shift is required to support rapid change in a complex environment, while minimizing cost and risk.

A Transformation Approach 
Bright partners with enterprises to make the transition from reactive to proactive IT operations and continue to build on a service-centric approach. This new approach requires the capability to gather, monitor, and analyze data to make both short-term and long-term predictions about the IT environment, and to move proactively based on these predictions.

IT must understand the rhythm of its business and use this understanding as a lens through which to view and manage the continually changing IT environment. The lens filters out occurrences that are merely “noise” and separates changes that are part of the normal business rhythm from those that are not, thereby helping IT to manage the complexity of the modern data center.
 
End-to-end Solution
Our consulting team starts with assessing your objectives for Proactive IT Operations and define a phased roadmap, including near-term and long-term milestones. Based on the prioritized objectives and capabilities required, we deliver in a comprehensive proactive operations solution.
 
UniCredit Bulbank

“Bright Consulting is the preferred partner of UniCredit Bulbank for BMC Consulting services. The team has vast experience implementing ITIL processes in large organizations and understands well their specifics. The ability to deal with inherent complexity and internal organizational resistance is critical for the adoption of the implemented solutions.”

Highlights

  • Implemented Full ITSM Landscape
  • Achieved visibility across IT
  • Self- Service and Request Management for both IT and non-IT users
  • Integrated Change & Release management processes
  • Improved measurement and reporting on key IT processes and KPIs
  • Practical application of ITIL best practices

Solution

As part of UniCredit Bulbank ITSM Roadmap, Bright Consulting was the leading partner to implement a full scope ITSM in BMC Remedy solution including:
  • BMC Remedy Migration
  • Incident & Problem Management
  • Service Request Management
  • Knowledge Management
  • Service Level Management
  • Configuration Management
  • Change and Release Management
Bright practical approach to service delivery, with well-balanced and realistically set expectations about what can be achieved is a key difference. Just technical competence in Remedy implementation is not enough.