Applications and infrastructure now operate as one connected technology estate. Yet most enterprises still manage them through separate teams, providers, tools and contracts.
The result is familiar: one business disruption becomes multiple tickets, ownership moves between towers, internal teams coordinate provider war rooms, and every SLA can appear green while the business service remains unavailable.
Birlasoft Integrated Managed Services brings applications and infrastructure together through Converged Application and Infrastructure Operations — creating one accountable operating layer across the providers already in place.
Powered by Sigma GenEx, the model continuously senses operational signals, correlates issues, analyzes probable root causes and surfaces recommended actions. Human + Agent Smart PODs—bringing together Birlasoft specialists, client application and infrastructure teams, relevant vendor partners and AI agents—govern decisions and own outcomes.
Pre-approved, repeatable and lower-risk issue types can be resolved autonomously within agreed boundaries. Complex, unfamiliar or higher-impact situations are elevated with context, evidence and recommended actions for human direction.
No forced big-bang consolidation. Start where the problem is. Prove the value. Expand with confidence.
Assess Your Convergence Maturity
Impactful Outcomes
Enterprise capability. Specialist attention. Human-governed automation.
40–60%
Faster incident resolution through AI-assisted triage and integrated response
55–60%
Eligible L1/L2 activities automated, deflected or agent-assisted
25–30%
Lower IT run costs and cloud spend through integrated operations
3x
Faster root-cause analysis through correlation and Smart POD decision support
Our Services
Converged operations built around three outcomes and one adoption model
ACCOUNTABILITY
One Smart POD owns the outcome.
AI identifies and correlates issues while client, Birlasoft and relevant partner specialists work from one operational context—reducing handoffs and keeping ownership clear until recovery.
CONTROL
Humans govern. Agents act within defined boundaries.
Known, repetitive and lower-risk issues can be resolved autonomously within approved controls. Complex, unfamiliar or higher-impact issues are elevated with evidence, options and recommendations for human decision.
CONTINUITY
The business service defines success.
The Human + Agent Smart POD remains accountable until the complete business service is restored—not simply until an application, server or ticket is marked available.
PROGRESSIVE CONVERGENCE
Start where fragmentation hurts most.
Begin with one business-critical service, application environment or recurring cross-domain incident. Prove measurable improvement, then expand progressively without forced day-one consolidation.
How It Works
Human judgment + machine intelligence + shared accountability.
Detect proactively
Sigma GenEx monitors applications, infrastructure, cloud and service dependencies for anomalies, events and emerging risks.
Analyze & explain
AI correlates telemetry, operational history and knowledge to identify business impact, probable cause and likely root cause.
Assemble the Smart POD
The right Birlasoft, client and vendor specialists—supported by agents—are brought into one operational context through ITSM, dashboards and collaboration channels.
Decide & act
Pre-approved issue types can trigger autonomous remediation. Complex or non-routine issues seek human direction with evidence and recommended actions.
Communicate & learn
Operations and leadership receive role-relevant updates. Decisions and resolutions are captured to improve future response, knowledge and automation.
Autonomy where confidence is high. Human judgment where consequence is high.
Our Accelerators
Accelerate convergence with human-governed agentic operations
Sigma GenEx
Observe. Interpret. Orchestrate. Act.
Connect incidents, requests, events, alerts, logs, traces, metrics, operational knowledge and previous resolutions. Surface probable cause, recommend actions, coordinate the Smart POD and execute approved remediation within defined boundaries.
Convergence Maturity Diagnostic
How converged—and human-governed—are your operations?
Assess application and infrastructure accountability, shared telemetry, business-service visibility, cross-provider handoffs, human-agent decision rights, platform collaboration and commercial alignment.
Business-Flow Assessment
Start with one critical flow.
Map a business service across application and infrastructure dependencies. Identify where ownership fragments, where human decision is required and which repeatable actions can be safely automated.
Why Converged Operations?
One business service should not become five technology tickets
Fragmented operations
Fragmented operations
- Multiple providers and tickets
- Separate operational views
- Ownership conflicts
- Manual coordination and war rooms
- Isolated AI and automation
- Component-level SLAs
Human-governed converged operations
Human-governed converged operations
- One operational context
- AI-assisted sensing and root-cause analysis
- Human + Agent Smart POD accountability
- Autonomous action for pre-approved issue types
- Human decisions for complex issues
- Business-service recovery and leadership updates
The enterprise does not need AI to replace operators. It needs intelligence that helps the right humans and agents understand, decide and act together.
Measure What Convergence Changes
Go beyond activity and component availability.
 Operations & Control |  Accountability |  Continuity |  Experience |  Value |
MTTR and MTTD | Time to establish ownership | Business-service availability | User satisfaction | Cost per resolution |
First-contact resolution | Provider handoffs | Business-flow recovery | Persona sentiment | Automation and deflection |
Approved autonomous resolution rate | Cross-domain resolution time | Critical transaction completion | Leadership communication quality | Engineering capacity released |
Human decision response time | Root-cause attribution | Service disruption impact | Knowledge effectiveness | Run-cost trajectory |
Change success | Smart POD response | Modernization capacity created |
From Run to Modernize
Better operations should create capacity for transformation
Run
Stabilize services and establish integrated accountability through Human + Agent Smart PODs.
Optimize
Reduce recurring incidents, handoffs and duplicate effort through AI-assisted analysis, better knowledge and governed automation.
Elevate
Expand autonomous action only where patterns, confidence and controls are proven; improve Smart POD productivity and experience.
Transform
Reinvest released capacity into application, infrastructure, cloud, data and AI modernization.
Run better. Optimize continuously. Elevate intelligently. Transform with confidence.
Choose the First Business Flow
Start with the place where fragmentation creates the greatest impact
Order-to-Cash
Connect ERP, CRM, integration, databases, cloud and infrastructure around revenue continuity.
Procure-to-Pay
Bring procurement applications, ERP, integration and supporting infrastructure into one operational context.
Customer Issue-to-Resolution
Connect customer platforms, enterprise applications, cloud and support services around customer experience.
Hire-to-Retire
Improve continuity across HCM, identity, workplace and enterprise services.
Our Partners
Extend the enterprise technology ecosystem — not replace it
Birlasoft works across leading cloud, service-management, observability, automation and enterprise technology ecosystems. The Integrated Managed Services model coordinates client teams, Birlasoft specialists and relevant vendor partners through a common Human + Agent Smart POD operating context.
Why Birlasoft
Built to integrate. Designed to earn expansion.
Integrated by design
Bring application and infrastructure thinking together instead of treating integration as an escalation between separate towers.
Human + Agent Smart PODs
Create one accountable triage and monitoring unit comprising Birlasoft specialists, client application and infrastructure teams, relevant vendor partners and supporting AI agents.
Application + infrastructure depth
Combine enterprise application context with cloud, network, database, workplace and infrastructure expertise.
Sigma GenEx intelligence
Sense issues proactively, correlate signals, surface probable root cause, recommend actions and execute approved workflows within defined boundaries.
Platform-friendly approach
Complement internal platform engineering, SRE and digital-operations capabilities rather than displacing them.
Progressive convergence
Begin above the existing provider model and expand where proven value and contract timing create the right opportunity.
Contact Us
Start with one critical service.
Choose one recurring cross-domain incident, one critical application or one business flow where fragmented ownership is creating unnecessary delay, risk or cost—and where better AI-assisted sensing, Smart POD decisioning and governed action could improve recovery.
Birlasoft can help establish the current baseline, define the Human + Agent Smart POD and decision boundaries, identify the accountability gaps and create a practical path towards Converged Application and Infrastructure Operations.
One estate. One answer. One accountable outcome.
Talk to an IMS Expert
Birlasoft Integrated Managed Services
One estate. One answer. One accountable outcome.
Applications and infrastructure have already converged. Now your operating model can too.