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BMI Group

Supplier Transition
Governance & Budget Control
ServiceNow Implementation
Service Delivery
ServiceNow Implementation
Supplier Transition
Service Delivery
Governance & Budget Control
Project Overview

BMI Group needed to migrate from a third-party ServiceNow instance to an in-house platform while minimizing user disruption. Over four years, we successfully redesigned and implemented new service management processes, transitioned key suppliers in record time, introduced governance and performance frameworks, and enhanced risk management capabilities for stronger overall operations.

Key Objectives

  • Seamless ServiceNow Migration
    Move from a third-party ServiceNow instance to a dedicated, in-house environment with minimal impact on users.

  • Rapid Supplier Transition
    Replace the incumbent IT services supplier within three months for core services including Service Desk, Infrastructure, and Field Services.

  • Governance & Budget Control
    Implement frameworks for Capex/Opex oversight and vendor management, ensuring ongoing visibility and cost savings.

  • Enhanced Service Delivery & Risk Management
    Establish robust IT governance, performance metrics, and risk frameworks to strengthen long-term stability and compliance.

Our Approach

1

Dedicated In-House ServiceNow Instance

We migrated all service management processes to an in-house platform, ensuring minimal downtime and a smooth user experience.

2

Rapid Supplier Transition

Within three months, we onboarded a new IT services provider—covering Service Desk, Infrastructure, and Field Services—maintaining continuity of support throughout.

3

Governance & Control Framework

We introduced a comprehensive Capex/Opex management system, providing real-time visibility into spending and consistent Opex savings year over year.

4

New Service Delivery Capabilities

We rolled out Customer Service Management (CSM) for a single point of contact with the business and established a Service Transition process for smoother handovers.

5

IT Governance & Performance

Designed and implemented a new governance and performance capability within the Service Delivery department, ensuring clear accountability and metrics-driven results.

6

IT Risk Management

Deployed a Risk Management Framework via Riskonnect, enabling proactive oversight and mitigation of potential issues across the organization.

7

Vendor Management

Developed a well-structured Vendor Management methodology to improve vendor governance and maintain high-quality service levels.