×
EN
Contact Us
EN
two people working opposite one another at desk

Customer Success Story

 

BITMARCK: From Legacy Monitoring to Future-Ready AIOps

 

 

 

 

 

Company Overview

BITMARCK designs, operates and secures the software standard for Germany’s statutory health insurance system. The company develops the BITMARCK_21c|ng platform for policy administration, membership management, benefits and claims processing.

In addition, BITMARCK operates core services of Germany’s Telematics Infrastructure (TI), including the electronic patient record (ePA), e-prescription and KIM, delivering them with audit-ready compliance, high availability and true 24/7 end-to-end operations to ensure stable releases and rapid incident resolution.

With more than 1,900 employees and annual revenues exceeding €440 million, BITMARCK supports over 80% of Germany’s statutory health insurers and provides services for around 25 million people.

 

Business Challenges

BITMARCK is one of Germany’s leading digital platform providers. In this role, the company must overcome several key challenges:

  • Customer expectations and service continuity: Health insurers depend on uninterrupted services and the shortest possible delivery times to ensure seamless operations for millions of insured people
  • Scaling innovation despite complexity: New front-end applications and data platforms must be delivered while simultaneously operating hybrid, multi-vendor, multi-cloud environments with different tools and performance metrics
  • Security and compliance requirements: Healthcare is subject to particularly stringent security and privacy regulations. Protecting cloud-native and AI-enabled technologies requires end-to-end visibility across the entire environment
  • 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 constraint

 

Observability Strategy

A robust observability strategy is central to overcoming these challenges and achieving BITMARCK’s 2025 transformation goals.

Key success factors are:

  • Unified visibility across environments: Integrate telemetry from legacy, containerised, and cloud systems to keep continuous insight into health and dependencies
  • Proactive risk detection: Use anomaly detection, predictive insights, and faster root cause analysis to support 24/7 uptime
  • Regulatory assurance: Provide real-time traceability and audit-ready logs to meet BSI/DSGVO requirements
  • Operational efficiency: Cut MTTR and manual troubleshooting so teams can focus on  innovation and automation
  • Cultural alignment: Embed observability in DevSecOps to reinforce a collaborative, agile delivery model

 

The Starting Point

For years, BITMARCK relied on BMC TrueSight Operations Management (TSOM) to ensure operational stability, but growing demands for agility, scalability, and innovation meant the onpremise 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 platform.

 

The Solution

BITMARCK selected Fusion GBS, a BMC Elite Partner, to to migrate to a containerised BMC Helix architecture.

A key success factor was establishing an enterprise-wide, role-based reporting layer that became an integral part of day-to-day operations.

  • Operational service health for IT Operations
  • Release and quality metrics for product teams
  • Availability and usage insights for business stakeholders
  • Reliable evidence for audits

As a result, every stakeholder works from the same consistent data.

Fusion GBS’s migration service package significantly reduced manual effort while ensuring continuous data flow. The new dashboards quickly became the daily reference point for stand-ups, incident reviews and release approvals.

 

Business Outcomes

The migration directly supports BITMARCK’s modernisation roadmap and its ambition to become the leading digital platform provider for Germany’s statutory health insurance 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

BITMARCK is ideally positioned to introduce AIOps capabilities—including intelligent correlation, anomaly detection and targeted automation—in a controlled, incremental way without disrupting live operations.

In the near term, BITMARCK will expand its dashboard catalogue, standardise SLOs across products and pilot initial AIOps use cases while continuing to provide stable services for approximately 25 million insured people.

Get in Touch

male in casual brown shirt and t shirt smiling at laptop while sitting at desk

BMC Helix Portfolio Managment

BMC Helix Portfolio Management, a bespoke service to streamline your journey towards becoming an Autonomous Digital Enterprise.

Read more
man sitting at laptop checking football scores on mobile phone

bet365 Customer Success Story

Discover how Fusion GBS delivers reliable SAP managed services for enterprise-scale organisations like bet365.

Read more
network switch with cables

Adtran Customer Success Story | Fusion GBS

Learn how Adtran scaled service operations with Fusion GBS, unifying support and driving efficiency across the enterprise.”

Read more
ai image of sustainable town with cycle paths and solar panels

Arcadis Service Transformation Case Study

Read Arcadis’ success story: how service management transformation powered by Fusion GBS delivered agility, control & scale

Read more