September | 2019
Client background
Client: Wipro
Industry: IT consultancy
Area of operation: Global
Services: IT solutions and services
Employees: 175,000
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 over 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 affected user experience including:
Wipro realized the need to leverage a proactive approach to detecting and preventing IT issues in order 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 digitally savvy and mobile-first employees.
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 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”
Anitha Prasad, Head – Platforms, Infrastructure Management Group, Wipro
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© 2021 Wipro Limited |
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© 2021 Wipro Limited |
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