Transforming IT Service Management for a Global Media Organisation with Xcession
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This outdated approach led to several critical issues:
The on-premise ITSM solution required time-consuming and resource-intensive upgrades.
Multiple disconnected reporting tools and a lack of standardised integration created inefficiencies.
IT teams operated in isolation, leading to delays and inconsistencies.
Ineffective supplier integration hindered operational efficiency.
Manual processes led to high ticket volumes and slow Mean Time to Resolution (MTTR).
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:
Reduce upgrade complexities and ensure continuous improvements.
Establish a unified and efficient service management environment.
Improve collaboration and efficiency across third-party systems.
Reduce ticket volumes and improve MTTR through automated workflows.
Provide a single portal for IT services.
Deploy chatbots and AI-driven automation for faster support.
Use the new platform to build and scale custom applications.
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.
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.
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.
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.
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:
Established a strong internal platform team for ongoing management.
Improved efficiency through automation and integration.
Standardised processes for better third-party management.
Provided a unified self-service portal and AI-driven support.
Standardised reporting and analytics enabled informed strategic decisions.
Continuous alignment with BMC’s roadmap ensures the platform remains cutting-edge.
"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
Aligning ITSM strategies with business objectives ensures long-term success.
Breaking down the programme into stages minimised risks and optimised outcomes.
A unified approach reduces complexity and increases efficiency.
Reducing manual efforts accelerates processes and improves service levels.
Setting clear criteria for customisation prevents long-term technical debt.
Effective communication ensures smooth transitions and user adoption.
Risk-based testing enhances system quality and reliability.
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.
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