Case Study: Abu Dhabi’s Large Bank achieves modernized ITSM, mobile self-service and advanced reporting with Vyom Labs' BMC Remedy ITSM 9.0 & MyIT 3.0

Upgrade to BMC Remedy ITSM 9.0, MyIT 3.0 at Abu Dhabi’s Large Bank

Abu Dhabi’s Large Bank, a full-service commercial bank operating across 57 countries, faced an obsolete BMC Remedy ITSM 7.x environment that hindered growth. Multiple point tools, limited self-service, no single business dashboard, non‑customizable reports, weak compliance/audit logging, absent asset management and low user adoption prompted the bank to engage Vyom Labs to upgrade its ITSM stack.

Vyom Labs implemented BMC Remedy ITSM 9.0 (IM, PM, CM, AM, SRM, SLM, RKM, Atrium Dashboard & Analytics), deployed MyIT 3.0 for a universal desktop/mobile UI, integrated AD, Oracle HRMS, HP monitoring, Zylog SMS gateway, CyberArk and knowledge systems, and introduced Dashboard & Analytics plus Smart Reporting with SAP BO. The solution delivered mobile stakeholder access, enriched self‑service, consolidated dashboards, standardized/customizable reports, improved compliance and audit logs, asset traceability, and demonstrably better support efficiency and user adoption.