Company Overview

Provinzial, a leading German insurance provider headquartered in Münster, offers a wide range of insurance products, including property, casualty, life insurance, and asset management services with over 1,300 agencies and Sparkassen branches.

The Challenge

Provinzial faced significant challenges in managing its complex IT infrastructure. Key issues included:

• Manual service mapping processes: Provinzial relied on labor-intensive, error-prone manual processes for mapping service dependencies.
• Limited visibility: A lack of comprehensive service dependency insights resulted in blind spots, complicating impact analysis and change management.
• Delayed incident response: The inability to quickly identify service relationships slowed incident resolution and maintenance activities.

These inefficiencies underscored the need for an automated service mapping solution to improve IT operations and ensure more effective service delivery.

The Solution 

To address these challenges, Provinzial implemented BMC Helix Discovery as the foundation for automated service mapping. The solution delivers real-time visibility into the IT landscape by automatically identifying and documenting service dependencies.

Key components and capabilities:

• Automated service mapping: BMC Helix Discovery automatically scans the entire IT environment, identifying server configurations, network connections, and application dependencies.
• Real-time visibility: The solution continuously updates service mappings when servers or applications are added or modified.
• ADO IT integration: Provinzial enhances BMC Helix Discovery service modeling and strategic IT asset management by integrating it with ADO IT, an enterprise architecture tool.
• Proactive insights: Automated detection of service dependencies reduces blind spots, empowering IT teams to manage infrastructure changes and reduce risks proactively.

Provinzial adopted an agile delivery model, ensuring close collaboration between IT and business units. This approach enabled incremental progress with regular feedback, driving faster results and higher adoption rates.

The Results

The adoption of BMC Helix Discovery for automated service mapping has significantly improved Provinzial’s operational efficiency and IT service management capabilities:

• Automated service mapping success: Provinzial successfully mapped 141 services, reducing manual workload and errors.
• Scalability: The solution can scale to map up to 250 services, ensuring broader IT infrastructure coverage.
• Enhanced visibility: BMC Helix Discovery identified 536 previously unaccounted systems, improving visibility and network security management.
• Operational efficiency gains: Automated updates to service mappings ensure a continuously accurate representation of IT assets, reducing administrative workload.
• Accelerated incident resolution: Faster root cause analysis and service impact visibility have shortened incident response times.
• Data-driven decision making: Improved visibility into service dependencies supports smarter investments and IT optimization strategies.

The implementation of BMC Helix Discovery has driven a fundamental shift in Provinzial’s IT operations by:

• Streamlining IT management: The automation of service mapping has minimized manual tasks and improved IT staff productivity.
• Enhanced accuracy: Real-time discovery ensures all service relationships are consistently and accurately documented.
• Improved service reliability: With automated, up-to-date service maps, Provinzial can now resolve issues faster, improving overall service delivery.

Looking ahead, Provinzial is committed to further leveraging BMC Helix Discovery and expanding its automation capabilities:

• Scaling service mapping: Expanding the current 141 mapped services to cover all 250 services within the IT infrastructure, ensuring comprehensive visibility.
• Enhanced automation: Extending BMC Helix Discovery capabilities to automate even more service mapping processes, further reducing manual tasks.
• Continuous improvement: Provinzial will continue refining service mapping and IT management practices by integrating enhanced automation, improving data accuracy, and streamlining service dependency analysis.

BMC Helix Discovery has positioned Provinzial for long-term operational excellence and superior service delivery, demonstrating the power of automation in modern IT service management.