Service Management Carried Into the Future: ARKAS Holding’s SaaS Transformation
- Team Basistek
- 3 days ago
- 3 min read
Updated: 1 day ago
As one of the key milestones in Arkas Holding’s digital transformation vision, the upgrade of the BMC Helix ITSM platform from version 20.02 to 23.3 has been successfully completed. This transition not only involved moving from an on-premise infrastructure to a cloud-based (SaaS) architecture but also marked a comprehensive end-to-end modernization journey.
As Arkas Holding, we realized one of the most significant milestones of our digital transformation journey by upgrading our BMC Helix ITSM platform from version 20.02 to 23.3. However, this project was far more than a version upgrade; it was an extensive transformation that also included a full migration from an on-premise infrastructure to a cloud-based SaaS architecture. With the new architecture, the system has become significantly stronger in terms of scalability, manageability, and uninterrupted service delivery. This allows our IT service management infrastructure to fully benefit from the advantages offered by modern cloud technologies.
Excellence in Data Security and Continuity
One of the most critical and proudest achievements of this transformation was the seamless migration of years’ worth of accumulated ITSM data to the new SaaS platform without any loss. This ensured the preservation of data integrity while enabling operational continuity without disruption. Additionally, all integrations running in the on-premise environment were successfully transferred to the cloud, demonstrating the technical depth of the project and the engineering expertise of the team. As a result, business processes continued with the same level of efficiency, unaffected by the infrastructure change.
Customizations and the service catalog structure—developed over many years—were revised in line with the requirements of the new system and fully adapted. With the new version, SmartIT screens gained expanded configuration capabilities.
On the end-user experience side, redesigned screens delivered through the DWP (Digital Workplace Portal) enabled the implementation of a more interactive and modern portal experience.
A True Move Toward an ESM Ecosystem
One of the most strategic enhancements introduced with the new version was the BWF (Business Workflows Framework) module. This innovation allows the solution to extend beyond IT processes and enables Human Resources, Procurement, and other support functions to use the same platform efficiently. This development paved the way for the ITSM structure to evolve into a full ESM (Enterprise Service Management) ecosystem.
As a result of all these steps, Arkas Holding has not only completed a system upgrade but has successfully carried out a full-scale ITSM cloud transformation.
The Road to Success Through Collaboration
Sibel Tuncel (Senior Service Desk Manager), Sibel Demirayak (Senior Service Management Specialist), and İlayda Mengen (Senior Service Management Specialist) from the Arkas Service Management team evaluated the process as follows: “Our primary objective is to ensure, measure, and report the healthy flow of IT services provided by BİMAR to Arkas Holding employees in accordance with ITIL processes. For this reason, we transitioned to the BMC Helix Cloud product. Throughout the project, without any disruption to IT services, we felt the Basistek team by our side at every stage and successfully completed the go-live. After the transition, thanks to fast and easy communication, they continued to support us with a genuine, attentive, and solution-oriented approach for our needs and improvement requests. We thank them for their cooperation and contribution throughout this successful process.” Emrah Özbekar, BMC ITSM Team Manager at Basistek Bilgi Teknolojileri, shared his thoughts: “This project—being the first of its kind in Turkey, where SaaS migration and upgrade processes were carried out simultaneously—was successfully completed on schedule thanks to the determination and technical expertise of our team. I am proud of all my colleagues who contributed to this achievement.”
Through this project, Arkas achieved the following enhancements in its ITSM infrastructure:
Migration from on-premise to SaaS
Protection of data integrity
Smooth transition of integrations to the cloud
Complete transfer and adaptation of customizations
Modern user interfaces and an enhanced reporting framework
Foundation of the ESM transformation through BWF
Transition to a scalable and resilient cloud infrastructure
In conclusion, this transition project not only renewed Arkas Holding’s ITSM infrastructure but also became a landmark success story that transformed the organization’s overall service management culture.
