Case Study – 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.