Case Study: Global Professional Services Company (Tax, Accounting, HR & Payroll) achieves 50%+ end-user support productivity gain and higher ITSM ROI with Happiest Minds

Global Professional Services Company - Customer Case Study

Happiest Minds, a global IT services and operations management firm, helped clients across media, electronics, finance and professional services modernize fragmented IT and governance processes. Customers faced challenges including disparate monitoring and GRC toolsets, manual third‑party risk assessments, inaccurate CMDB data, poor end‑user service portals and the need to scale operations across hundreds of customers, devices and data centers.

The team delivered standardized frameworks and automation (including RSA Archer for TPRA), consolidated and rationalized monitoring tools, built a managed‑services delivery platform, implemented ServiceNow CMDB and BMC Remedy/SmartIT with discovery tools, and provided ongoing L3 support and onboarding. Results included a single consolidated dashboard, up to 30% reduction in tools operations cost, scale to support 634 customers / 334K devices / 60+ data centers / ~200K incidents per month, improved CMDB accuracy and decision‑making, and over 50% productivity gains for end‑user support.