Cloud Migration and Support Services for BMC Remedy ITSM

The General Directorate of Telecommunications and Digital Administration, through the Corporate IT Service, provides ICT services to the bodies and agencies of the Administration of the Community of Castilla y León (ACCyL). For over 25 years, the User Assistance Area (AAU) has utilized various versions of BMC's Remedy product for incident and request management. In December 2019, the ASISTA solution was implemented, which is the latest customized version of BMC Remedy's ITSM suite. Currently, the AAU has over 75,000 potential users and has managed nearly 250,000 service requests in 2023. More than 600 technicians work on resolving issues remotely or in person. BMC has shifted its products to the cloud, offering advantages in availability, updates, maintenance, and infrastructure simplification. Given the critical nature of this platform for providing ICT services, a migration service from ASISTA to the cloud and subsequent corrective and evolutionary support is necessary. This contract aligns with the Digital Agenda for Castilla y León, part of the Smart Specialization Strategy (RIS3) for 2021-2027, specifically focusing on the digitalization of public services.