it management services

1
IT Management Services
2
DESCRIPTION

• Service Offerings
• IT Managed Services Transformation
• In an environment of shrinking IT budgets, it is
  only natural for keep the lights on operations
  to consume a larger portion of IT budgets without
  aggressive action to bench the cost curve.
• Infosys helps clients bend the cost curve by
  analyzing their applications and infrastructures,
  and committing to specific cost reduction targets
  while improving service levels and business
  agility.

3

• Ticket reduction strategies  Our 'shift-left' app
  roach focuses on avoiding escalations and
  transfers by empowering front line customer
  service representatives with the skills and tools
  they need to solve problems on the first call.
  Thereby, improving end-user satisfaction,
  reducing mean time to resolution, and reducing
  costs. Self-service tools and knowledge bases
  equip end users with the tools they need to solve
  their most common problems. We move beyond
  corrective maintenance to focus on preventive and
  adoptive maintenance thereby eliminating sources
  of potential tickets before they crop up.
• Labor efficiency strategies  Automation of
  repetitive administrative tasks frees up
  resources capacity to respond to critical issues
  and improve service levels. As a pioneer of the
  Global Delivery Model, Infosys understands how to
  optimize global delivery to balance the need for
  user proximity with the cost benefits of
  strategic global sourcing. Knowledge management
  and collaboration technologies provide front line
  L1 customer services representatives with access
  to resolutions to the most common problems or
  real-time access to L2 or L3 experts.

4

• Improved service levels  While cost reduction is
  often the impetus for clients to explore IT
  managed services we find the benefits of improved
  application stability, availability, performance,
  and quality can have a greater contribution to
  customer satisfaction.
• Improved business agility  When done properly
  many techniques used to transform IT and reduce
  costs result in increased business agility. A
  simpler application landscape makes it easier to
  introduce changes globally.
• Infosys approach to IT managed services
  transformation goes beyond the basics of
  knowledge transfer, primary and secondary
  support, and steady state operations to assess
  the IT ecosystem for opportunities to improve
  cost, quality, agility, and satisfaction. We
  assess a clients IT maturity with Infosys
  proprietary IT Capability Maturity Model, a
  powerful tool to identify best practices and
  improve the capability maturity of any IT
  organization. We then look for opportunities to
  modernize IT infrastructure and applications
  through a variety of techniques, including

5

• Application portfolio rationalization  To
  simplify the application landscape by identifying
  applications that are of low business and low
  technical quality that can be retired or
  identifying areas of functional redundancy where
  applications can be consolidated
• Cloud optimization  To optimize infrastructure,
  platforms, and applications to leverage the cloud
  where economic and business advantage exists
• Open source software optimization  To leverage
  open source software alternatives to optimize
  software licensing spend
• Tools standardization  To standardize on common
  tool sets to reduce licensing costs and improve
  labor efficiency
• Middleware standardization  To standardize a
  middleware platform to reduce integration costs
  and timelines
• Storage consolidation  To consolidate storage
  infrastructure
• Environment rationalization  To free up unused
  and under-utilized environments by increasing
  virtualization.

6
Thank You

• Read more it management services
• Log on to www.spsysnet.com