Service Offerings IT Managed Services Transformation In an environment of shrinking IT budgets, it is only natural for ‘keep the lights on’ operations

1. IT MANAGEMENT SERVICES

2. DESCRIPTION
 Service Offerings
 IT Managed ServicesTransformation
 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' approach 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 client’s 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.