Case Study: Global Manufacturer and Distributer achieves streamlined IT support and scalable ITIL-based ticketing with Vyom Labs

Global Manufacturer and Distributer - Customer Case Study

Vyom Labs worked with Global Manufacturer and Distributer, a worldwide maker and distributor of high‑pressure laminates, quartz and other engineered surfaces, to address an inefficient service desk environment. The client’s existing tool lacked reliable reporting and ticket routing, had no validations in incident flows, a tedious employee onboarding process, and a paper‑based, time‑consuming change management system; Vyom Labs was engaged to implement BMC Remedyforce and BMC Client Management to resolve these issues.

Vyom Labs configured and customized Remedyforce and Client Management—implementing Incident and Service Request modules, categories, queues, validation and assignment rules, workflows, SLAs, CMDB population, AD integration/SSO, service catalog, reports/dashboards, and training and post‑implementation support. The outcome was a cloud‑based, scalable ITIL ticketing system with improved reporting, correct ticket assignment and notifications, streamlined onboarding and faster approvals, and an immediately realized increase in IT support efficiency and change‑management control.