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The client's legacy BMC Remedy ITSM platform suffered from poor customization, frequent performance issues, complex configurations, slow change management, and high operational costs. These limitations hindered IT process optimization and ROI, necessitating a migration to a more scalable and efficient solution.
A brokerage firm assisting individuals and institutions in buying/selling securities with 2,000+ employees, specializing in bonds, stocks, ETFs, mutual funds, and alternative investments.
Anticipated outcomes include 25% automation of IT processes, 30% reduction in ticket resolution time, $285k+ annual cost savings, and 27% ROI increase. The solution will enable real-time workflow visibility, 24/7 self-service capabilities, and improved compliance through standardized processes.