Transforming IT Service Management for a Global Media Organisation with Xcession

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Case Study:

IT Service Management Transformation for a Global Media Organisation 

A leading global media organisation (GMO) embarked on a large-scale transformation to modernise its IT Service Management (ITSM) landscape. The initiative aimed to migrate from a traditional monolithic IT outsourcing contract to a flexible multi-vendor model with a Service Integration and Management (SIAM) layer. This case study outlines the objectives, challenges, and outcomes of the programme, highlighting how strategic planning, automation, and advanced ITSM solutions led to significant operational improvements. 

Challenges Faced

The organisation relied on a fragmented ITSM ecosystem, consisting of multiple legacy ITSM systems and custom-built applications.
This outdated approach led to several critical issues:
 

Complex Upgrades:

The on-premise ITSM solution required time-consuming and resource-intensive upgrades. 

Lack of Integration:

Multiple disconnected reporting tools and a lack of standardised integration created inefficiencies. 

Siloed Teams:

IT teams operated in isolation, leading to delays and inconsistencies. 

Poor Third Party Management:

Ineffective supplier integration hindered operational efficiency. 

Limited Automation:

Manual processes led to high ticket volumes and slow Mean Time to Resolution (MTTR). 

User Experience Challenges:

A lack of a unified portal for services resulted in inconsistent experiences for end users. 

Given these inefficiencies, the GMO needed a comprehensive transformation strategy to modernise its ITSM and IT Operations Management (ITOM) capabilities. 

Transformation Objectives

To address these challenges, the organisation defined a clear set of transformation objectives: 

Migrate to a SaaS-Based ITSM Platform:

Reduce upgrade complexities and ensure continuous improvements.

Consolidate ITSM & ITOM:

Establish a unified and efficient service management environment.

Enhance Supplier Integration:

Improve collaboration and efficiency across third-party systems.

Increase Automation:

Reduce ticket volumes and improve MTTR through automated workflows.

Improve User Experience:

Provide a single portal for IT services.

Leverage AI & Virtual Agents:

Deploy chatbots and AI-driven automation for faster support.

Enable Application Development:

Use the new platform to build and scale custom applications.

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To execute this transformation, a phased approach was adopted, ensuring seamless implementation while minimising operational disruptions.

Implementation Strategy

The transformation programme was delivered in multiple phases over several years, allowing the organisation to progressively build a high-performing ITSM environment.

Phase 1: Foundation (0-6 Months)

The first phase focused on establishing the core ITSM platform:

  • Platform Setup: Migrated to a SaaS-based BMC Helix ITSM platform.
  • Basic ITSM Deployment: Implemented Incident, Change, and Problem Management.
  • Initial Integrations: Integrated the platform with HR systems for People and Organisation data.
  • Reporting Capabilities: Standardised reporting for IT operations.
  • Proving Value: Demonstrated the advantages of a single, centralised platform.
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Phase 2: Scaling & Service Integration (6-18 Months)

This was the most extensive phase, involving enterprise-wide adoption:

  • Enterprise IT Onboarding: Migrated hosting, communications, and service desk functions.
  • Expanded ITSM Functions: Implemented Service Level Management, Asset Management, CMDB, and Knowledge Management.
  • Self-Service & Automation: Introduced a self-service portal, live chat, and automation matrix.
  • Event Management Implementation: Established an Event Management platform as the "Manager of Managers.
  • Third-Party Integrations: Integrated ticketing and CMDB systems with multiple external suppliers.
  • Data Migration & Reporting: Managed legacy data cutover and enhanced reporting capabilities.

Challenges Addressed: 

  • Stakeholder Alignment: Ensured collaboration across various business units.
  • Complex Testing Requirements: Engaged external testing consultants to implement a risk-based testing strategy.
  • Security & Compliance: Embedded information security into decision-making.

Phase 3: Optimisation & Automation (18+ Months)

The third phase focused on refining and optimising the platform:

  • Increased Automation: Further integration with external suppliers to streamline processes.
  • Platform Maturity: Established ownership, support, and development functions.
  • Expanded Service Catalog: Increased service offerings within the ITSM platform.
  • AI & Chatbot Deployment: Rolled out the BMC Virtual Agent for enhanced support.

Phase 4: HR Service Transformation

In the final phase, HR functions were migrated to BMC Helix Business Workflows:

  • HR Case Management Modernisation: Replaced legacy HR systems with a self-service HR portal.
  • Minimal Customisation, Maximum Efficiency: Leveraged BMC Helix’s flexibility to meet complex HR requirements without excessive customisation.
  • SAP Integration: Integrated with SAP for seamless case automation, people data, and finance workflows.

 

Outcomes & Current State

The transformation programme successfully delivered a mature, efficient, and scalable ITSM platform with significant business benefits:

Robust Platform Ownership:

Established a strong internal platform team for ongoing management.

Optimised IT Operations:

Improved efficiency through automation and integration.

Enhanced Supplier Collaboration:

Standardised processes for better third-party management.

Improved End-User Experience:

Provided a unified self-service portal and AI-driven support.

Data-Driven Decision Making:

Standardised reporting and analytics enabled informed strategic decisions.

Future-Ready ITSM:

Continuous alignment with BMC’s roadmap ensures the platform remains cutting-edge.

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"I would like to express my personal and most sincere thanks for all your hard work as without your knowledge, expertise and dedication, this would not have been the success that it has. It is a privilege to work with such a team of professionals."

Head of Service Delivery, Major broadcasting company

Key Lessons Learned

Define Business Requirements Early:

Aligning ITSM strategies with business objectives ensures long-term success.

Consolidate Teams & Tools:

Breaking down the programme into stages minimised risks and optimised outcomes.

Adopt a Phased Implementation:

A unified approach reduces complexity and increases efficiency.

Prioritise Automation:

Reducing manual efforts accelerates processes and improves service levels.

Balance Customisation vs. Standardisation:

Setting clear criteria for customisation prevents long-term technical debt.

Engage Stakeholders Continuously:

Effective communication ensures smooth transitions and user adoption.

Leverage Independent Testing:

Risk-based testing enhances system quality and reliability.

Plan for Long-Term Support:

Investing in ongoing platform development ensures sustained value.

Conclusion

The ITSM transformation at the global media organisation showcases the power of a strategic, well-executed approach to modernisation. By migrating to a SaaS-based platform, standardising processes, enhancing automation, and optimising third-party integrations, the organisation successfully transitioned to a scalable and efficient IT service management model. This case study serves as a blueprint for enterprises looking to modernise their ITSM ecosystems, demonstrating the value of automation, integration, and a well-defined operating model.

Let’s Talk 

Is BMC Helix right for you? 

At Xcession, our consultants help organisations optimise, expand, and integrate BMC Helix to drive automation, intelligence, and operational efficiency. Whether you need strategic advice, implementation support, or ongoing optimisation, we ensure your Helix investment delivers measurable business value. 

Xcession helps you make the most of BMC Helix. Let’s talk. 

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