Elevating Retail Efficiency with Advanced IT Service Management for a UK-based Fashion Retailer
Case Study

Overview

Tech Mahindra partnered with a UK-based fashion retailer, part of the OTTO group, to modernize their IT service management using BMC Helix for ServiceOps. This transformation improved operational efficiency, optimized service delivery, and enhanced user satisfaction across the organization.

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Client Background & Challenges

The UK-based fashion retailer faced several IT service management challenges, including an outdated ITSM tool that lacked essential features for ITIL-compliant managed services and robust reporting capabilities. This led to inefficiencies in operations, with users experiencing poor service quality and a lack of visibility into assets. The absence of a centralized service management platform hindered streamlined operations, while legacy monitoring systems made it difficult to proactively identify and resolve issues, ultimately impacting service delivery and user satisfaction.

Our Approach and Solution

Tech Mahindra implemented BMC Helix to modernize and streamline the retailer's IT service management processes:

  • Unified Immersive Digital Experience: Configured BMC Helix Digital Workplace (DWP) to improve service delivery and enhance the user experience, creating a consumer-like interface for employees.
  • AI/ML-Driven Services: Leveraged AI and machine learning for event correlation, situation management, and root-cause isolation, reducing Mean Time to Resolution (MTTR).
  • Integrated Service Management: Automated incident creation and asset management using BMC Helix ITSM and Discovery. This created a single service catalog across the organization for seamless service delivery.
  • Effective CMDB: Implemented asset discovery and dependency mapping, improving visibility into the organization’s assets, configurations, and dependencies.

Business and Community Impact

  • 50% Increase in Automation: Enhanced automation through Helix cognitive capabilities, reducing manual tasks.
  • 30% Reduction in MTTR: Improved service levels and faster resolution times.
  • Unified Dashboard: Gained real-time visibility into IT assets and services, improving monitoring and management.