Financial Services Firm Overhauls IT Service Management Program for Substantial Improvements in Change and Asset Management

New ITSM platform provides foundation for effective digital enablement across family of brands.

Challenge / Goal

An international financial services firm which offers life insurance, health insurance and investment services looked to overhaul their current IT service management (ITSM) program to:

  • Gain a better understanding of their assets across 20+ subsidiary agencies for comprehensive disaster recovery planning
  • More effectively implement enterprise change management
  • Reduce challenges experienced with their current ITSM platform
  • Drive higher user adoption of their ITSM platform of choice across agencies
  • Provide knowledge transfer via a training program for IT managers
  • Provide a foundation for effective digital enablement across the firm’s family of brands


Noting our extensive expertise in IT service management, enterprise service management and change management, as well as our experience in the financial sector, the client chose Bridgenext (formerly Emtec) as a trusted partner to bring their service management aspirations to life. Our team of ITSM experts:

  • Directed a business process modeling exercise with the client’s team to identify potential areas for improvement
  • Developed a strategy to maintain the currency (completeness, accuracy and relevance) of their discovered assets over time
  • Implemented BMC’s Discovery platform with numerous business integrations including knowledge management, document management, financials and project management platforms
  • Created a business model and methodology for each onboarded agency for enterprise discovery, asset collection and mapping based on key attributes
  • Managed and trained the client’s offshore team on their BMC Discovery software and new ITSM processes for discovery and mapping of assets, as well as how to perform periodic updates moving forward


Now, with a modernized ITSM platform and revamped service management program and processes in place, the organization is well positioned for effective change and asset management across their family of brands. Benefits realized include:

  • More accurate understanding of their technical architecture, reducing risk from potential disasters
  • Significantly enhanced business continuity planning based on accurate architectural operations data
  • Reduced costs through the reduction and redirection of excess assets to where they are needed most
  • Improved change management and chargeback capabilities


Financial Services


$44 billion


  • 90% Platforms now aligned to business units for continuity planning
  • 25% Reduced recovery planning spend
  • 80% Decreased cycle time for change request approvals

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