Today rapid market conditions makes attaining service excellence a big challenge. Creating & deploying new IT services quickly & efficiently, can act as a competitive differentiator. While achieving service excellence the biggest obstacle encountered is the absence of “How to do” Framework to improve compliance & bring down IT cost of operation simultaneously. To address this Birlasoft provides Pre-defined A-P-I-C Framework (Assess-Prioritize-Implement-Control) for faster process definition and shorter implementation cycle
CLIENT CHALLENGES
Enterprises, today, face three major challenges related to their Compliance requirements:
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Visibility
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Compliance
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Integration
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Financial transactions
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Authorization, security and identity management
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Service desk on going maintenance
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Incidents, Problems, Changes
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Operational efficiency & effectiveness
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IT Assets procurements and installations
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Compliance with laws and regulations
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COSO & COBIT framework compliance
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Segregation of duties & interface controls
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Traceability of incidents, problems, changes and releases
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Consistent testing and monitoring of the business process controls
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Reliable financial reporting
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Business processes integration with enterprise systems like vendor, procurement, contract, financial and HRMS systems
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Service desk with infrastructure monitoring
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Service desk with IT Governance
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Integrated PMO, VMO
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WHAT BIRLASOFT PROVIDES
Our ITIL business consulting services cover the study and improvement in IT infrastructure services/ processes along with business impact focus. We use A-P-I-C (Assess-Prioritize-Implement-Control) framework, to provide following service offerings:
- IT Service Management implementation study and evaluation
- ITIL based process definition and rollout
- ITIL based tool study and evaluation
- ITIL best practice trainings
- Metrics programs setup for ITSM
BUSINESS VALUE
With multi-domain and technical expertise, Birlasoft has more than 250-plus ITIL Foundation trained professionals and 10-plus ITIL service managers. Our excellent partnership models with HP and IBM, for the BTO and ITSM tool implementations, enable us to deliver sustainable value to customers.
- Ability to benchmark its IT processes by adopting ITIL/ ITSM frameworks
- Reduce Mean-Time-To-Repair (by up to 10%) with better process adaptation and utilization
- Improve help desk first call resolution rate (by up to 15%) through standardized incident & problem management processes and KEDB (Known Error Database)
- Reduced incident resolution time (by up to 25%) with better utilization of available resources to improve productivity and reduce costs
- Improved SLA Compliance (by up to 30%) with reduction in people-dependency due to well-documented processes
- Improved communication between IT, business users and their customers