BMC Remedy ServiceNow Integration Delivers a 30% Improvement in Resolution Time for Canadian Government

A Canadian government entity looked to modernize its IT services management platform and program for improved management of support tickets across agencies for a better citizen experience.

As part of an overarching government initiative to digitize and modernize service management across the Canadian government, two government agencies sought to integrate multiple disparate service management systems, including BMC Remedy and Service Now, to optimize their cross-agency IT support mechanism.

Prior to engaging with Emtec, cross-agency ticket management was unfortunately quite manual. Support tickets for issues that affected multiple agencies needed to be maintained in numerous service management (ITSM) systems for visibility across agencies. When a ticket was initiated that affected both agencies, an IT team member from agency 1 needed to call or email agency 2’s helpdesk team to request they add the support ticket to their ITSM platform as well for tracking. While in process, the two agencies’ support teams would initiate calls or emails back and forth to gather ticket status or provide updates to ensure both service management systems remained in sync. This was a highly manual, inefficient, and error-prone process that wasted critical IT team time. Challenges included:

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  Lack of integrated services delivery across agency silos
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  Inability for IT teams to manage cross-agency tickets accurately and efficiently
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  Cross-agency support process relied on individual initiative for accuracy
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  Lack of real-time visibility into ticket status and next steps
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  Challenging for internal IT staff to establish SLAs
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  Antiquated systems and processes led to poor employee experience
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  Cumbersome internal processes delivered poor citizen services experience

A modern and automated integration between siloed systems and agencies was critical to ensure tickets for incidents that affected multiple agencies were properly tracked and resolved in a timely manner. Emtec delivered a custom-developed integration for the agency’s Remedy platforms to external service management platforms (including Service Now and others) to consume data bi-directionally via web services.

If a services ticket at one agency has any impact on another, the ticket is automatically created in duplicate within both systems. As the ticket status progresses, a two-way sync mechanism updates both platforms for real-time visibility and integrated incident management across agencies. While the new BMC Remedy integration is set up to work with Service Now, capabilities were built in to easily integrate with other 3rd party systems in the future.

With digitally enabled, automated, and integrated service management platforms across agencies, IT teams can better communicate and work together more effectively to resolve critical cross-agency cases and provide a higher level of service to their citizen constituents. Benefits realized include:

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  Timely sharing of data and coordination of resources across government departments
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  Improved cross-agency collaboration and case management with real-time information
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  Accurate and efficient management of cross-agency tickets from inception to close
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  Reduced risk in routing and tracking of cross-agency tickets
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  More productive IT workforce through automation and reduction in manual touchpoints
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  Higher quality delivery of citizen services where multiple agencies are involved
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  Higher visibility into resolution metrics
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  Significantly reduced time to resolution
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  Better positioned to support future service demand