ITSM/A Design & Optimization Services: ProvidING the Roadmap for IT Transformation

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Angelina Eleanor Gray
8 years ago
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1 ITSM/A Design & Optimization Services: ProvidING the Roadmap for IT Transformation How we work with our clients to optimize their IT Infrastructure for greater efficiencies and reduced costs

3 Overview Key Challenges Faced by the Industry The telecommunications industry is marked by cutthroat competition, fast growth and frequent introduction of new services and technologies. Telecom service providers must constantly deliver more more services, content and speed. Delivered on more devices. Always available. Customizable and personalized. As a result, the IT that delivers those services becomes more complicated, fragmented, difficult to manage, and costly. To thrive in such a scenario, companies need to optimize their IT processes based on a global perspective. They require a sound IT infrastructure that is well aligned with business strategies and goals. An increasing number of companies are therefore adopting optimization technologies and solutions to rationalize their workflows, automate their processes and improve their overall profits. At Cyient, we provide IT services management and assurance (ITSM/A) design and optimization that significantly improves the effectiveness and efficiency of IT service assurance solutions. Increased IT Complexity The ever-increasing competitive pressures and customer demand for new IT-enabled services force companies to continually introduce new services that are enabled by IT processes. Additional processes are continuously added. Which ultimately leads to increased complexity of the IT infrastructure. Patchwork of Isolated ITSM/A Tools Due to the lack of standardization and optimization, automation and monitoring tools are added as separate silos to support new services. This further increases IT complexity. Reduced Control and Stability The increasing complexity makes it difficult for the IT staff to control and manage the infrastructure. This leads to greater inefficiencies and poor results for mean time to investigate (MTTI), mean time to resolve problems (MTTR), SLAs, and other key metrics. Lower Customer Satisfaction Reduced IT efficiency and performance can be leading indicators of lower customer satisfaction. Ultimately, this puts the company s brand image and sustainability in jeopardy. Increased Costs As complexity rises, companies resort to leveraging additional IT labor and tools to manage and control their complex infrastructure. The result is increased costs that leave a severe impact on the bottom line.

As a result, the IT that delivers those services becomes more complicated, fragmented, difficult to manage, and costly.

4 KEY BENEFITS Our design and optimization services enable you to realize the maximum potential of your IT services management and assurance solutions. Here s a look at some of the vital benefits to leveraging our services: Higher ROI and lower TCO for the end-to-end solution Reduced labor hours needed to manage the solution, which reduces cost of delivering existing services Optimized business processes to meet customer needs efficiently Quicker deployment of new services for customers Efficiency gains that enable lower ratio of IT labor hours to new service deployments Automation of escalation of incident trends that helps prevent potential widespread outages Automation of compliance verification and reporting for Sarbanes-Oxley (SOX) and payment card industry (PCI) standards

of delivering existing services Optimized business processes to meet customer needs efficiently Quicker deployment of new services for customers Efficiency gains that enable lower ratio of IT

5 Our Solution We offer comprehensive ITSM/A design and optimization services that enable you to optimize your ITSM software. We provide flexible automation capabilities to enhance efficiencies and user experience, as well as reduce costs. Here s a look at our key solutions and services: Business Process identification and Automation Design We enable you to streamline and optimize complex business processes by providing proven strategies, tools and techniques to identify, prioritize, and track processes for automation. Our team helps you: Document IT processes used to deliver services to customers, as well as existing automation tools and techniques deployed Identify frequently occurring and complex processes that are ideal for automation Develop an ROI rank based on the cost and returns on automation Design automation using industry frameworks such as ITIL, COBIT, and etom Publish a tool strategy that maximizes utilization and minimizes TCO. Expand the scope beyond existing tools to determine if TCO can be further reduced with new tools. If so, we help you identify potential vendors, manage the RFP process and incorporate the results into the tool strategy. End-to-End Solution Design Our complete range of holistic design services enables you to: Develop a comprehensive strategy to design and implement an optimum solution. Identify business needs, outcomes and associated processes, develop cost versus return for process automation and tool rationalization, and develop a sound strategy to achieve optimization goals. Prepare deployment roadmap that segments the scope of work into phased deployments, with cash flow and ROI identified for each phase. Tool Rationalization Drawing upon a holistic functional and technical approach, we help you assess your portfolio of IT tools and applications. We support you to: Review existing tools and document feature utilization and duplication.

Here s a look at our key solutions and services: Business Process identification and Automation Design We enable you to streamline and optimize complex business processes by providing proven

7 Our Differentiator By collaborating with us, you can achieve added value from your IT services optimization efforts. We provide the following key advantages to enable seamless and efficient IT transformation: Provide vendor-agnostic services and solutions. We have extensive experience in handling market-leading vendor tools including those from BMC, CA, Cisco, HP, IBM, Microsoft, Monolith, ServiceNow, and Splunk. Most of our optimization engagements are for clients with a mix of vendor tools. Leverage reference-solution architectures developed from over 200 ITSM/A engagements for evaluation of tool overlaps and gaps. Draw upon a prioritized list of expenses versus cost savings to determine business processes that warrant additional or new automation. Prepare a tool strategy that is focused on providing a solution that minimizes feature and function duplication and maximizes ROI. Translate ITIL frameworks into a design that aligns IT with business goals and measures user-defined utility for enhanced customer focus. Leverage the expertise and experience of over 150 full-time ITSM/A engineers.

We have extensive experience in handling market-leading vendor tools including those from BMC, CA, Cisco, HP, IBM, Microsoft, Monolith, ServiceNow, and Splunk.

8 About Cyient Contact Us We create and deliver services that enhance your business agility. Our leading-edge solutions enable major organizations worldwide to achieve measurable and substantial benefits. Solutions include product development and life-cycle support, process and network engineering, plus data transformation and analytics. We utilize a global delivery model. And we have more than 12,500 associates across 38 global locations, with delivery centers in North America, Europe, the Middle East and Asia Pacific. We are experts in the aerospace, consumer, energy, medical, oil and gas, mining, heavy equipment, hi-tech, rail transportation, communications and utilities industries. This makes us your ideal partner. Whether you want to design innovative products faster, optimize R&D costs, improve time to market, enhance operational efficiency or maximize the return on investment in your networks, we help you make a difference to your customer. This might be a quieter flight, a longerlasting toothbrush, more robust broadband connectivity, or more reliable GPS navigation. We are proud of our robust internal processes. To ensure your IP security, solution quality and on-time delivery, we align with industry best practices and internationally renowned standards and frameworks. These include ISO 9001:2008, ISO 27001:2005 (information security), AS9100 C (aerospace), and ISO (medical devices). Cyient is a public limited company and listed on the NSE/BSE stock exchange. APAC Headquarters Cyient Limited Level 1, 350 Collins Street Melbourne, Victoria, 3000 Australia T: F: NAM Headquarters Cyient, Inc. 330 Roberts Street, Suite 400 East Hartford, CT USA T: F: EMEA Headquarters Cyient GmbH Mollenbachstr Leonberg Germany T: F: Global Headquarters Cyient Limited Plot No. 11 Software Units Layout Infocity, Madhapur Hyderabad India T: F: cyient.com connect@cyient.com

Solutions include product development and life-cycle support, process and network engineering, plus data transformation and analytics. We utilize a global delivery model.

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