Figure 4: Next-Gen ITSM Blueprinting Framework
Contextualized Service Design
Contextualized service sesign focuses on defining business-centric IT services and documenting them in a service catalog. Services will be different for different businesses and sectors; for example, service definitions for retail and finance will be very different. A more contextualized business and IT service definition should represent the real-world IT and business organizations.
User Experience Management
Because user experience is at the center of digital transformation, the Wipro blueprint explicitly focuses on user-centric, persona-based processes created with design thinking methods. The Wipro solution helps manage all forms of user experience – for customers, of course, but also for employees.
Service Ecosystem Integration
The Wipro blueprint focuses on integration of the whole service ecosystem so that suppliers, processes, solutions, modern technologies, and platforms work together seamlessly. Empowering end-to-end IT supply chain integration requires data-driven integration of services and business process improvements.
Smart governance provides a real-time view of service performance through a single pane of glass across the service landscape in the form of a service dashboard. Wipro’s service dashboard solution is based on a unique concept known as delivery-led value which foicuses on outcomes more than output. This type of governance enables efficiency by using digital technologies that span strategic and operational layers.
Next-Gen Operating Model
With advanced tools and technology platforms disrupting ITSM, the traditional operating model won’t work. The new operating model must align with modern digital ways of working including the enterprise’s AMSC (analytics, mobile, social, cloud) strategy. The Next-Gen operating model supports service management, business, and IT in a holistic way to aid in making critical decisions and improving ROI.
Wipro helps clients deliver on the potential of these value levers through its extensive experience of well-established technology and platform solutions.
Ease of Implementation Delivers Maximum Gain
Wipro has specifically designed a transformation methodology to design and implement its Next-Gen ITSM Blueprint solution. This transformation methodology is complemented with a rich set of
accelerators, from tool kits to reusable assets, along with enabling platform solutions and products. These capabilities accelerate the client’s transformation journey while delivering tangible benefits and outcomes.
Key Benefits of Wipro’s Next-Gen ITSM Blueprint
- Faster ITSM transformation to complement the digital journey
- Better service capabilities that lead to customer experiences
- Makes ITSM more of an integrated solution
- Helps maximize value of ITSM, improves efficiency, and generates higher strategic ROI
- Improves transparency and visbility in services through smart governance
- Facilitiates innovative business models to drive success through customer experience
- Delivers intelligent ITSM through cognitive engineering and automation at a scale