Case Study: Emirates National Oil Company achieves a stabilized, faster mobile service desk with Vyom Labs' BMC Remedy 9.1 upgrade and Digital Workplace

Vyom Labs Successfully Upgrades BMC Remedy for a Global Oil and Gas Company

Emirates National Oil Company (ENOC), a leading integrated global oil and gas group, faced a complex and critical ITSM challenge: upgrading its BMC Remedy platform from version 7.6.04 to 9.1 and rolling out the BMC Digital Workplace mobility solution while carrying forward major business-specific customizations and stabilizing a production environment for a large, multi‑subsidiary organization. Vyom Labs was engaged to manage this high‑risk upgrade and mobility implementation.

Vyom Labs executed the upgrade on time, preserving required customizations while leveraging out‑of‑the‑box functionality to empower agents and improve First Contact Resolution. Post‑implementation, the service desk stabilized, operated faster than before, and became widely used across the organization; the BMC Digital Workplace provided true portability so support is available anywhere, anytime. Vyom Labs’ work delivered a smoother, more proactive support capability and avoided the operational disruption that a failed upgrade would have caused.

Emirates National Oil Company