-
8/3/2019 HCL Provides Integrated Service Management Across 85
Applications Resulting in Over 12% YoY Savings
1/5
-
8/3/2019 HCL Provides Integrated Service Management Across 85
Applications Resulting in Over 12% YoY Savings
2/5
-
8/3/2019 HCL Provides Integrated Service Management Across 85
Applications Resulting in Over 12% YoY Savings
3/5
-
8/3/2019 HCL Provides Integrated Service Management Across 85
Applications Resulting in Over 12% YoY Savings
4/5
HCL provides Integrated Service Managementacross 85 applications
resulting in over 12%
YoY savings
BACKGROUND
Process non-compliance by projects, support personnel, and
geographic
divisions
ProductionDeployment and Service Management teams were
working
in silos providing a fractured view of operations therefore, the
inability
to drive productivity gains and reduce costs
Multiple vendors / multiple SLAs and the lack of an integrated
approach
all leading to end-user dissatisfaction at higher costs
CHALLENGES / OBJECTIVES SNAPSHOT
Vertical: Healthcare Micro-vertical:Life Sciences
Service Areas : IT &
BusinessConsulting,ApplicationDevelopment, Maintenance &
Operations, Infrastructure & BPO services
Technologies: ERP / CRM, DW/BI,Business
Integration Services, WebApplications, SOA,andCOTS applications
(LIMS, CDMS, CTMS),
and Legacy Applications
Our client is a global research-driven pharmaceutical company
that discovers, develops,
manufactures and markets a range of products to improve human
and animal health
Its existing business model was very technology oriented and did
not optimally utilize its
resources. Partnering with HCL on a transformational initiative,
it wanted to leverage a global
delivery model that would align IT to its business needs even
while optimizing costs
-
8/3/2019 HCL Provides Integrated Service Management Across 85
Applications Resulting in Over 12% YoY Savings
5/5
ITIL-based processes implemented and stream-lined across 85
applications
Incident reduction of up to 55% in a few applications overall
approximately 18% Cost benefits associated with the economies of
scale, productivity gains, and process improvement s led to over
12%
savings during the first year of implementation
Increased IT effectiveness and end-user satisfaction due to
agility and service improvements
Improved Service Levels and robust Knowledge Management
processes Minimized overheads on increase/reduction in demand as a
result of better scalability
HCLs role was to provide integrated service management across
several applications and reduce maintenance & support costs
for applications while ensuring consistent service levels and
quality of service delivery. HCL tracked and reduced spend per
application, lowered RTB spend through value-creation
initiatives, carried out process improvements and optimization
exercises
using shared resources, and was able to deliver productivity
gains while streamlining the existing processes - all contributing
to
increasing customer satisfaction. Transformation initiatives
included: Migration from a resource-specific T&M based support
model to a Tiered Managed Services Support model, that included
a
Triage Desk, KEDB-based L1.5 Support Team, Domain specific L2
specialists and technology-based L3 SMEs
ITIL-based processes, reporting, metrics-tracking and process
streamlining
Other key activities included:
Standardization ofIncident, Event Management and Problem
Management processes
Overhauling existing Knowledge Management processes Training
across the board on ITIL-based processes (over 70 managers/leads
and 150+ resources trained on ITIL v3
Foundation)
System availability management Scoping of activities and tasks
for respective support tiers, as well as providing appropriate
access levels
Creation of the Triage desk towards total customer ownership, as
well as to ensure that SLAs are consistently met
RESULTS / BENEFITS
THE SOLUTION
