Service Integration & Management

The multi-vendor environment usually lacks end-to-end accountability and contractual mechanisms to integrate vendors and ensure collaboration. With 40-45% leakage observed on an average, full potential of multi sourcing is not realized. Service Integration and Management (SIAM) framework of ServiceNXT helps in a multi-sourced environment through standard processes, roles and tools. It interfaces between IT, business users, service providers and service integrators to facilitate clear accountability on SLAs/KPIs and on-time delivery of services.

How Wipro Helps

Our ServiceNXT Service Integration and Management enables customers with:

  • Alignment of common goals across multiple stakeholders
  • Well defined SIAM target operating model that allows for service integration and assurance
  • “Single pane of glass” view to manage the entire service portfolio
  • Predefined KPI benchmarks

Business Impact

  • Achieved 17% reduction in high severity incidents globally
  • Proactive identification of process enhancements resulted in reduction of repeat incidents by 56%
  • Reduced aging calls by 23% month on month

Key Characteristics

  • Integrated vendor eco system with common processes across services and vendors benchmarked to ITIL V3 and CMMI
  • Collaborative environment with strong knowledge management mechanisms (Portals, CoEs, Forums)
  • Tiered governance and assurance that provides right visibility at right levels
  • SLA-driven delivery for transparency and predictable performance

Key Outcomes

  • Alignment of all organizational units to a common vision
  • Clarity in management and operational responsibilities
  • Provides a consistent model for Performance Management