Case Study: Implementation of BMC Helix Discovery and BMC Helix ITSM at Núclea Customer to Improve User Experience

About the client

Núclea is a company that is part of the largest ecosystem of infrastructure solutions for digital transactions and data intelligence for companies in Brazil. Originally known as CIP (Câmara Interbancária de Pagamentos), Núclea has a history of promoting significant technological advances in the Brazilian financial system. The company offers a wide range of solutions, including credit and collection management, market intelligence, anti-fraud solutions and financial asset registration.Learn more about Núclea https://www.nuclea.com.br/

Challenge

Núclea, a company with mature IT processes, had been using an ITSM solution for around 10 years. With technological advances and the need to modernize, Núclea was looking for a more up-to-date and efficient solution to replace the old system, with the aim of improving service management and asset discovery.

Solution

Lotus ICT was chosen to implement BMC Helix Discovery and BMC Helix ITSM. These solutions were selected because of their ability to provide a comprehensive and automated view of IT assets, as well as integrated and modern service management.

Implementation Steps

  1. Analysis and Planning:
    1. Evaluation of the Nucleus' current processes.
    2. Identification of specific needs and modernization objectives.
    3. Detailed planning of the migration and integration of the new solutions.
  2. Configuration and customization:
    1. Configuration of BMC Helix Discovery to map and identify all IT assets.
    2. Customization of BMC Helix ITSM to align with Núclea's business processes.
  3. Data Migration:
    1. Safe and efficient transfer of data from the old system to the new one.
    2. Guaranteed data integrity and continuity during migration.
  4. Training and support:
    1. Comprehensive training for Núclea's IT team.
    2. Ongoing support to ensure adaptation and effective use of the new tools.

Challenges faced

  • Complex integrations: The implementation required integration with various legacy and new systems, ensuring that all data and processes were harmonized.
  • Process automation: It was necessary to automate several IT processes to increase efficiency and reduce manual errors.
  • IT Asset Configuration Management: IT asset configuration management was a critical challenge, requiring a detailed approach to ensure that all assets were correctly identified and managed.
  • Challenging deadline: The deadline for go live was quite challenging, but the Lotus ICT and Núclea teams managed to deliver the new solution to serve the service center in just 5 months.
  • Revision and Modernization of the Service Catalogue: The revision and modernization of the service catalog to serve internal users and external clients was carried out with special care to improve the experience of the requesting users and the attending analysts.

Results

  • Improved Asset Visibility: BMC Helix Discovery has provided a clear and up-to-date view of all IT assets, facilitating management and decision-making.
  • Operational Efficiency: The integration of BMC Helix ITSM has significantly improved the efficiency of service management processes, reducing incident resolution times and increasing user satisfaction.
  • Modernization and Innovation: Núclea now has a modern and scalable solution, prepared to support future innovations and technological demands.
  • User Experience: The modernization of the service catalog has resulted in an improved experience for both the requesting users and the attending analysts, guaranteeing a more agile and efficient service.