Story
BMC
KraftonKrafton Uses Helix ITSM for IT Service Requests
Krafton, a communication services organization in South Korea, uses Helix ITSM from BMC to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because IT service requests has a clear owner |
| Productivity | Handoffs in IT service management sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how IT service management actually runs |
Story
Communication Services work at Krafton spans more than one site, even when headquarters sits in South Korea. IT service requests was splitting across regional habits. IT and employees asked for a shared way to run IT service management without freezing local judgment.
BMC (Helix ITSM) is what they standardized on. BMC provides IT service management, operations, and workflow automation software, including Helix and Control-M. Krafton uses it as the system of record for IT service requests, with IT and employees as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
