Client Background
Client: Wipro
Industry: IT consultancy
Area of operations: Global
Services: IT solutions and services
Employees: 176,000
Challenges
Wipro’s IT landscape comprises more than 4,500 servers and over 5000 network devices across two public clouds and on-premises data centers globally, running in excess of 300 enterprise applications. On a typical day, Wipro’s digital platform for self-service, myWipro, processes nearly 12 million transactions. Rapid business growth resulted in operational challenges that impacted user experience including:
Wipro understood the need to leverage a proactive approach to detecting and preventing IT issues to help service desk professionals go beyond issue resolution and deliver a uniform and cohesive user experience.
Solution
Wipro’s team of experts enabled a paradigm shift in service desk operations by leveraging automation, proactive end user analytics, and rich self-heal and self-service capabilities. The team redesigned myWipro and myHelpline applications to meet the expectations of a new generation of digitally savvy, mobile-first employees. The key highlights of the solution were:
Business Impact
The solution created a holistic view of applications, endpoints, and infrastructure, allowing the service desk team to move away from a siloed app-approach to managing availability and performance, and adopting a user-centric approach. This resulted in several tangible benefits including:
“With real-time access to the end-user analytics and adoption of various Holmes automation tools, Service desk is now able to remotely resolve over 75% of the overall tickets raised by the end-user community and the NLP feature helped our users and agents address the catch-dispatch challenges and therefore reduce the overall lead time”.
- Anitha Prasad, Head – End user Support, Information Systems, Wipro.
Executives tasked with handling IMS have begun to turn their attention to identifying and prioritizing automation opportunities in IMS covering configuration, change and fault management, proactive events and alerts management, performance and security management
In this paper, automation service is defined as any method, technique or tool that can help reduce the intervention of human in any activity.
When it comes to AI talent hunt, at all levels, quality and relevance must always take precedence over quantity. Let's explore the 'Double Pyramids' framework for AI talent planning while setting up an enterprise AI capability hub.
© 2022 Wipro Limited |
|
© 2022 Wipro Limited |
Pharmaceutical & Life Sciences