June | 2021
Introduction
In today’s world, virtually every sector and every enterprise function has been disrupted by digital transformation – including information technology (IT), the nervous system of any business. Facilitating digital transformation is central to the IT function; IT, after all, facilitates the adoption of technologies and solutions that make digital work. But how enterprises manage the “business of IT” also needs radical transformation to thrive in the digital era. In order to provide quality services and meet enterprise expectations, many IT processes and operating models require transformation, including IT Service Management (ITSM).
Stability and resilience have always been key elements of ITSM success, but today, agility and experience are becoming de facto standards. Stakeholder expectations are shifting from “first-level resolution” to “first-class experience.” With these rapid changes, CXOs are finding it difficult to align their ITSM models with new organizational strategies.
Taking the existing challenges to a next level...
Traditional ITSM best practices and frameworks have served companies well, but now, users demand faster services and better experiences. Meeting these expectations with a traditional ITSM model can’t be done. Most existing ITSM efforts still operate with legacy processes and siloed functions and are output-focused. Many organizations also face significant issues such as IT landscape complexity, reactive processes, inadequate process definitions, and the lack of integrated platforms. And there is less focus on ITSM-related organizational change management.
The time is ripe for a digital approach to ITSM. Organizations should design a well-thought-out ITSM blueprint that will complement their digital strategy and provide a great service experience.
Wipro understands these new realities for ITSM. With Wipro’s Next-Gen ITSM Blueprint, enterprises can transform an existing, traditional ITSM model so it aligns well with their organizational digital strategies.
Wipro’s Next-Gen ITSM Blueprint makes existing ITSM models simpler and more user experience-centric. It enables digital transformation.
The Next-Gen ITSM solution is a holistic approach to help organizations become more digital-savvy by addressing a whole spectrum of current industry trends, including customer experience.
Built on current industry best practices, Wipro’s Next-Gen ITSM Blueprint can accomodate leading-edge processes and technology solutions.
Introducing Wipro's Next-Gen ITSM Blueprint Solution
Figure 2: Key tenets of Next-Gen ITSM blueprint solution
Transformation Programs Where Next-Gen ITSM Model is a Key Differentiator
Several enterprises have used Wipro’s Next-Gen ITSM Blueprint framework with great results. It provides the power and agility to handle a variety of business needs and situations, but it is particularly valuable in these initiatives:
The Core of Wipro’s Next-Gen ITSM Framework
Figure 3: Core principles behind the solution framework
Wipro’s Next-Gen ITSM Blueprint is based on these core principles: Value Drivers, which refer to the core outcomes for a specific enterprise and sector. Provisioning Levers represent the a set of levers that Wipro will apply to achieve the Value Drivers. Enabling Platforms represent Wipro’s underlying technology and platform solutions make it all possible.
For example, for a telecommunications company seeking to provide exceptional customer service, one of the value drivers might be user experience management. Achieving this could require a provisioning lever such as an “experience excellence office” – a unique charter to ensure a unified experice across personas, locations, and channels. The relevant enabling platforms could be Bot Govern, Bot Factory, HOLMESTM intelligent routing, Remidiation Engines. The combination of all these key components would help the company realize the desired outcome. Embarking on this challenge would require blueprint contextualized to the telecome company so that the provisioning levers and underlying enabling platform work cohesively.
Wipro’s Next-Gen ITSM framework has been designed to achieve the outcomes as described below.
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
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
Subhasish Das
Principal Consultant, CIS Consulting
Subhasish is part of the Applied Service Management Consulting Practice (ASIC) within CIS Consulting at Wipro. He has more than 15 years of consulting experience, which spans across ITSM transformation, operating model design, platform implementation, service and integration management (SIAM), and automation.
Subhasish has worked with prestigious clients across industries and helped in their transformation journey. He is currently leading the Next-Gen ITSM product charter within ASIC.
