BITMARCK: From Legacy Monitoring to Future-Ready AIOps

Company Overview

BITMARCK designs, runs, and secures the core IT for Germany’s statutory health insurers, building the BITMARCK_21c|ng platform for policy administration, enrolment, benefits, and claims. It also connects insurers to the national TI for ePA, e-prescription, and KIM, operating these services end-to-end with audit-ready compliance and 24/7 resilience so releases land safely and outages are contained quickly. With more than 1,900 people and revenues above €440m, BITMARCK supports over 80% of German health insurers and serves ~25 million citizens.

Business Challenge

As BITMARCK moves from a traditional IT service provider to a digital platform leader, the company faces four interconnected challenges:

1. Customer expectations & continuity: Insurers expect uninterrupted service and faster delivery. Any outage or slowdown affects millions.
2. Scaling innovation amid complexity: Deliver new front ends and data platforms while managing hybrid, multi-vendor, multi-cloud estates with different tools and metrics.
3. Security & compliance demands: In healthcare, uphold strict security and privacy. Cloud-native and AI technologies increase exposure, so end-to-end visibility is essential.
4. Legacy modernisation pressure: The core system underpins most processing. Modernising for cloud, microservices, and API-driven interoperability is essential but complex under tight regulatory and data-protection constraints.

Observability Strategy

The Challenge

For years, BITMARCK relied on BMC TrueSight Operations Management (TSOM) to ensure operational stability, but growing demands for agility, scalability, and innovation meant the on premise setup could no longer keep pace.The main hurdles in moving to the modern BMC Helix AIOps platform were migrating ~6,500 monitoring agents, creating dashboards that added real stakeholder value, and integrating the automation platfor

The Solution

Business Outcomes

This migration aligns directly with BITMARCK’s modernisation roadmap and its goal to be a leading digital platform provider for the GKV market.

• Adoption at scale: Centralised, self-serve dashboards used across teams and leadership.
• Better experience: Clear visibility into availability and performance for insurer-facing services.
• Higher reliability: Proactive anomaly detection and correlation improved uptime.
• Faster resolution: Unified views shortened investigation and hand-offs.
• Audit-ready compliance: Consolidated evidence and traceability in one place.
• Operational efficiency: Automation and consistent signals reduced manual reporting and rework

Ready for What's Next

With the platform modernised and a shared reporting layer in place, BITMARCK is positioned to introduce AIOps capabilities—smarter correlation, scalable anomaly detection, and targeted  automation—without disrupting service. The near-term roadmap is to broaden the dashboard catalogue, standardise SLOs across products, and pilot AIOps use cases that prove value, while keeping insurer services steady for ~25 million citizens.