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Overview

With the widespread adoption of cloud solutions, agile automation, and strategic innovation coupled with IT outsourcing, organizations face the challenge of managing multiple business objectives, varied ways of working and disjoint process adoptions. This makes Service Integration and Management (SIAM) critical for success.

Infosys SIAM, part of Infosys Cobalt, helps manage complex services landscape and enables improvements and decision-making through data-driven analytics. Fundamentally, below are the guiding principles:

  • Focus on strategic transformation and navigate opportunities for cost savings through governance and compliance.
  • Ensure access to critical competencies as a trusted partner in supplier service management.
  • Drive enterprise-wide transparency & accountability to deliver exceptional service quality.
  • Showcase fairness and integrity through persona-solutions and industry best practices.

Delivering multi-vendor and ITSM services under a unified prism to ensure fairness in service integrator function

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Challenges & Solutions

Enabling vendor APIs to provide data for the inbound integrations or receive data for daily outbound migration. Consolidating length & breadth of configuration data relevant to the businesses, into single source of truth by robust handshakes and audit mechanisms to enhance IT Services & Operations.

Re-engineering and standardization of ITSM processes through assessments and design thinking workshops. Implement single enterprise ITSM platform for consolidated list of user stories, across phased releases. Harmonized ITSM process with multi-lingual training material to integrate varying practices seamlessly.

Integrated service delivery across infra, covering ITSM and service-level management processes. Design and implement a flexible operating model to deliver predictable XLAs & measurable results. Deliver process artifacts and directives aligned to program and support groups.

Real time visibility into enterprise Infra and Services via centralized interactive dashboards. Effective multi-layered service model framework with business aligned technical services layer.