ShareRemedy Case Studies


Our ShareRemedy solution has been used to enhance and extend corporate intranet sites to offer Service Management functions without compromising site branding or functionality. Some example case studies are below.

Customer : Unilever
Size : 125’000 users,
24 languages, Global
Timeframe : 1 year

Request and Approval on Corporate Homepage


Challenges : The client had an Enterprise Support agenda to surface Service Consumption Data to various audience groups via different mediums. One of these mediums was their Corporate Intranet (SharePoint), which was increasingly becoming the focal point for end users. The objective was to deliver an integration between SharePoint and Remedy so that an individual’s requests and approvals are displayed when logging into their Intranet site, allowing an individual to perform a one click action to approve/reject or track request status. As this was to sit on a heavily customised homepage, screen real estate was a primary consideration. It also needed to adhere to branding policy and seamlessly fit with existing content. The client has over 250K users using their intranet, with peak concurrently on landing page of 10K hits per hour so scalability and performance of web part was imperative. KTSL delivered a set of Icons that adhered to the existing Icon branding. Using Pop-ups to surface approval/request detail allowed homepage real estate to be kept to a minimum. Use of layout pages to perform queries via AJAX meant that the integration would never delay the landing page load.

Customer : Large Pharmaceutical Company
Timeframe : 3 weeks

Creating a Service Catalogue in SharePoint


Challenges : The client was a large Pharmaceutical company.Their high level requirement was to integrate their Remedy ITSM tool (Remedy 7.604) to existing SharePoint (v.2010) environment. Their objective was to have a global “IT Self Service Portal” made available to all users while maintaining the existing “look & feel” of their existing Intranet site. The key challenge here was that they wanted to achieve the integration of their existing Service Catalogue (22 SRDs) , as well as providing Request tracking and Approval functionality, in 3 weeks. Because ShareRemedy interact does not require development on the SharePoint platform and all functionality and styling is driven via configuration files, KTSL were able to create their Service Request catalogue in their internal environment and build this Portal off-site, delivering the integration in under 3 weeks. Instrumental in achieving this was using the QuickStart tool functionality that allows you to create an integration directly from a Service Request Definition in a matter of minutes.

BMC Case Studies


KTSL offer Professional Services to implement, deliver and support a range of the products from BMC with specific expertise around the BMC Service Management Portfolio. A range of case studies are below.

Customer : Unilever
Size : 125’000 users
24 languages, Global
Timeframe : 1 year

Global Service Catalogue Unification for BMC Remedy SRM


Challenges : To merge multiple region based catalogues in disparate systems into one global BMC Remedy instance, this meant moving users, moving requests and training the support teams, both internal and outsourced.

Overview : KTSL worked with Unilever on the business analysis, the design and then implementation of the global roll out. We took the existing catalogues and systems and analysed which requests would become global and which would stay regional but still merged in the one catalogue. The catalogue spanned HR, Finance, Workplace, Information Management and IT. Over 20 regional systems were shut down and consolidated onto the one platform and the support of 24 languages meant that the requests had to be designed in a way which allowed this to be easy to maintain. The end solution handles 10 requests per second at peak times.

Customer : IBM,
Unilever & Leeds City Council
Size : 200 – 125’000 users
Timeframe : From 2 months
to 8 months

BMC Fixed Price ITSM upgrades


Challenges : Managing customisation , Integrations into 3rd party systems, Data Migration and third party development.

Overview : In each case KTSL’s approach is consistent and we advocate building a parallel environment on new kit. Our upgrades have been from v7 to v8 and v8 to v9. The steps to achieve an upgrade are to first understand the gap between what is in use today and what is available in the upgrade. We advocate a series of workshops to outline this, and work out what customisations need to move, what can and cannot be done with configuration, or use a different approach.After the workshops, a plan for the migration can be put in place and any data migration outlined as required. The key here is to decide on what contractually needs to be moved, how to handle in flight SLA’s and how to manage reporting. KTSL will then quote a fixed price for the whole move, giving you piece of mind on the costs, and confidence in our ability to deliver against an agreed timescale.

Customer : Unilever and
Transport for London (TFL)
Size : 125’000 users
and 200 users
Timeframe : 2 months

BMC MyIT Extension (CMDB/Integration/Hybrid)


Challenges : Integrating Remedy On Demand (ROD) MYIT with On Premise ITSM using the hybrid agent and ensuring it worked with the customer’s existing customisations. For TFL, extending and expanding MYIT to provide real time Asset Information and integration between CMDB Attributes and Service Requests.

Overview : With Unilever it was a ROD implementation of MYIT working with an On Premise version of ITSM. This provided the challenge of using the Hybrid implementation from BMC and handling the customisations and extensive landscape of the Unilever Service Catalogue to provide a scalable solution. KTSL worked with BMC to provide this and roll out MYIT globally within Unilever. For Transport for London (TFL) the task was around extending MYIT to give real time Asset information and allow the users to use this information to cut requests, respond to issues, all via the MYIT interface. KTSL working with BMC wrote custom plugins for the MYIT platform to extend it’s functionality. We can extend and expand your MYIT implementation to give further benefit above and beyond that provided out of the box.

Customer : Unilever, BT & Capita
Size : 200 – 125’000 users
Timeframe : 2 weeks to 4 weeks

Atrium Orchestrator Process Automation


Challenges : Various integrations with a variety of third party systems, managing the logic and the error handling.

Overview : KTSL have extensive Atrium Orchestrator expertise and can leverage our own Webservices and integration knowledge across the platform. We have used AO for many purposes from synchronisation of SharePoint Content with Remedy Knowledge management through to case exchanges with third party systems such as BT, Unisys & HP. Also to run integrations and kick off tasks for automation in the Joiner, Mover & Leaver Process (FIM Identity Management). KTSL use DMTF standards to ensure all case exchanges are written in a scalable and configurable way.

Customer : Unilever, BT & Capita
Size : 200 – 125’000 users
Timeframe : 2 weeks to 4 weeks

Remedy on Demand migration from On-premise


Challenges : To look how to achieve the customisations in Remedy on Demand (ROD) using configuration, and to work with the business to ensure the key processes could be mapped without compromising either the solution, or the business requirements.

Overview : KTSL helped Leeds City Council move from an On Premise customised ITSM solution to a Remedy On Demand platform based on the OOTB processes. We held workshops initially to understand the gaps, the issues and how to perform the migration. In the initial phases we used the same standards that we use for an upgrade. We then worked with BMC to understand how best to move the customer to ROD and our close working relationship with BMC allowed this to be as seamless as possible for the customer. The timeframe was well within the budget and cost for the Council.

Reimagine Case Studies


KTSL have built a framework to provision and build web, mobile and tablet applications and pages against Remedy. From a basic approval or incident application right through to a complex task based, multiple entry solution, we can make Remedy look how your users expect it. The aim is to ‘delight the users’. Common use cases are shown in the case studies below.

Customer : Unilever
Size : 125’000 users
Timeframe : 3 months

Software and Device Store (App Store)


Challenges : Providing a integrated App Store for Unilever to provision Software, Hardware, Peripherals and Mobile/Tablets to the business. The aim was to provide a consumer driven experience in the mould of a commercial website such as Amazon but within an internal IT budget.

Overview : Using our Reimagine Remedy technology we built an HTML 5 interface to run on Desktop, Tablet and Mobile. The app store allowed Unilever to browse the catalogue and order. The catalogue was entitled by location, grade and job type. The simple interface could be navigated by categorisation, not only acting as a catalogue of new items, but also it showed the user what they currently had in terms of both hardware and software. Once the order was place the Service Request was launched. For Software deployment the install was fully automated using Microsoft SCCM, Active Directory groups via an Atrium Orchestrator interface. For hardware the tasks were created for the 3rd party vendor group to provision via an automated case exchange.

By using our cost model of a single cost for the whole application (rather than based on a per user or location basis) made the site exceptionally cost effective. The site can be maintained by a series of back end Remedy forms, utilising both the out of the box Service Request Management model and the CMDB.

The platform can support any number of language configurations (in this case 24). The data was all sourced from the core Remedy forms to give a complete end to end solution. Due to the bring your own device (BYOD) policy it needed to support all flavours of mobile operating system.

Customer : Unilever
Size : 125’000 users
Timeframe : 1 month

Request Tracker


Challenges : To provide a single interface to work across all desktop, tablet and mobile clients to track all Incidents and Requests through the Service Management front end. The tracker also had to run in Salesforce and on the Office 365 platform.

Overview : Request Tracking is a common theme across Remedy sites. With users needing a quick, clean and now easily accessible way of searching for there requests and providing quick updates.
With our client we designed a Request Tracker which again worked on all platforms to allow users to access this information quickly. From task completion dates, to SLA targets it allowed them to see there own requests or requests within the business they had access to.
The tracker used the Remedy data via the API so you can control and use the out of the box permissions model and the data stored within multiple task flows, from Incidents to Work Orders – whatever the fulfillment engine.

Customer : Unilever and
Transport for London (TFL)
Size : 125’000 users
and 200 users
Timeframe : 2 months

Smart Data Centre Management


Challenges : To provide an online and offline task and alert tool for the data centre environment.

Overview : Smart Data Centre Management (SDCM) is a mobile app which is specifically catered for the Data Centre management customer. It is available for iOS, Android and Windows. This app enables the Data Centre engineers to walk around their Data Centre and record daily tasks such as power and cooling readings. The app uploads the data in real-time back to a central SQL Server Database and this data can then be analysed via some web reporting. It can work offline and online.
The SDCM app replaces the need for data to be recorded multiple times. i.e. the data engineers no longer need to record data manually on a clipboard and then retype the same data again at a desktop.
The ROI at one of our customers resulted in each engineer saving 2hrs per day, equating to 6hrs per day over a shift pattern. As well as significantly improving the reporting.

Customer : Unilever, BT & Capita
Size : 200 – 125’000 users
Timeframe : 2 weeks to 4 weeks

Apple Watch client


Challenges : To view ITSM data and Datacentre alerts via the Apple Watch client.

Overview : KTSL designed a simple interface to work on the Apple Watch to show key statistics, metrics and alerts to the watch. We are expanding our use cases for this platform for our two clients from future work such as Audible Knowledge Management and full reporting via the Salesforce Wave Analytics platform.