As Arkas Holding, we have achieved one of the key milestones in our digital transformation vision by upgrading the BMC Helix ITSM platform from version 20.02 to 23.3. However, this project was far more than a version upgrade; it was an end-to-end renewal process that also included the transition from an on-premises infrastructure to a cloud-based (SaaS) architecture. With the new architecture, the system has gained a much stronger structure in terms of scalability, manageability, and uninterrupted service delivery. Thus, our IT service management infrastructure has become able to benefit from all the advantages offered by modern cloud technologies.
Excellence in Data Security and Continuity
One of the most critical and proud milestones of this transformation was the seamless migration of all ITSM data accumulated over many years to the new SaaS platform without any loss. This step ensured the preservation of data integrity and enabled operational continuity to proceed without interruption. Additionally, the successful migration of all integrations running in the on-premises environment to the cloud environment demonstrated the technical depth of the project and the engineering expertise of our team. As a result, business processes became sustainable with the same level of efficiency, unaffected by the infrastructure change.
All customizations and the service catalog structure developed over many years were revised and fully adapted to meet the requirements of the new system, ensuring a smooth transformation. With the new version, SmartIT screens now offer expanded configuration capabilities, providing a more flexible and modern interface.
On the End-user experience side, redesigned screens delivered through the Digital Workplace Portal (DWP) enabled the implementation of an interactive portal experience.
Towards a True ESM Ecosystem
One of the most strategic innovations introduced by the new version, the BWF (Business Workflows Framework) module, enabled the solution to extend beyond IT processes, allowing Human Resources, Purchasing, and other support functions to use the same platform effectively. This development paved the way for the ITSM structure to evolve into a true ESM (Enterprise Service Management) ecosystem.
As a result of all these steps, we, as Arkas Holding has accomplished not merely a system upgrade but the successful completion of a comprehensive ITSM cloud transformation.
The Path to Success, Together
Senior Service Desk Manager Sibel Tuncel, Senior Service Management Specialist Sibel Demirayak, and Senior Service Management Specialist Ilayda Mengen from the ARKAS Service Management team evaluated the process as follows: “Our primary priority is to ensure, measure, and report the healthy flow of the IT services that BIMAR provides to Arkas Holding employees in accordance with ITIL processes. For this purpose, we transitioned to the BMC Helix Cloud product. Within this scope, without experiencing any disruption in IT services, we completed a successful go-live by feeling the Basistek team alongside us at every stage of the project. Even after the transition, thanks to supported us with an attentive, sincere, and solution-oriented approach for our needs and development requests. We would like to thank them for their cooperation and contributions throughout this successful process.”
Meanwhile, Emrah Ozbekar, BMC ITSM Team Leader at Basistek Information Technologies, expressed his thoughts as follows: “This project, carrying the distinction of being the first in Türkiye, where a SaaS migration and upgrade process were executed simultaneously, was successfully completed within the planned timeline thanks to our team’s determination and technical competence. I am proud of all my colleagues who contributed to this success.”
Thanks to this project, Arkas’ ITSM infrastructure has achieved:
- Transition from on-premises to SaaS,
- Full preservation of data integrity,
- Seamless migration of all integrations to the cloud,
- Complete transfer and adaptation of existing customizations,
- Modern user interfaces and an enhanced reporting framework,
- Establishment of the foundations for an ESM transformation through BWF,
- Adoption of a scalable and resilient cloud architecture.
In conclusion, this transition project not only renewed Arkas Holding’s ITSM infrastructure but also went down in history as a model success story that transformed the service management culture across the entire organization.
