IT Service Management Consulting

Satyam’s IT Service Management (ITSM) Consulting Practice enables clients achieve significant and sustainable performance improvements in the provision of IT services.

Typical engagements aim to bring improvements and substantial returns on investment across the critical dimensions of:

• Cost [e.g. reduce Total Cost of Ownership, minimize spend on ‘run’ activities etc.]
• Quality [e.g. improves availability, improve customer satisfaction etc.]
• Speed [e.g. reduce change cycle time, reduce request fulfillment time etc.]
• Business Value [e.g. Improve user and customer Experience and improve ability to bring competitive differentiation to business]

Value Proposition

• Objective assessment methodology based on ITIL/ISO20000/MOF using S-SMART™
• Business outcomes linked approach and Dashboard –Track ITIL™
• Smooth transition to defined future state through structured deployment planning and support
• Focused training sessions to support ongoing ITIL implementation
• Effective transformation enabled by our organizational change management methodology - PACE
• Synchronous improvement in all the key levers assured through our TRANS-IT™ methodology
• Reduced complexity and increased efficiency through seamless integration with other IT Management processes
• Project completion with high quality within scope, schedule  and budget with mature project management approach assessed at CMM Level 5
• Accelerated process definition and deployment  with our configurable artifacts repository- QVantage (ISO 20000 Compliant)
• Automation solutions benchmarked and validated in our proof of concept lab - SOLVE IT™
• Guaranteed business benefits through our outcome oriented engagement approach
• Projectized Integrated ROI and verification phase ensures that benefits are realized

Service Offerings

Strategic
Strategic offerings enabling quantum improvements:

1. IT Organization Design : Optimum balance between process  and functions
2. Business Service Management : Establish formal practices in the organization to align IT delivery with business needs
3. Service Innovation Management : Best practices to enhance service innovation
4. Service Experience Management : Best practices, policies and processes to enhance user experience

Operational
Comprehensive set of offerings to enable IT Service Transformation

1. IT Service Transformation Management :Transformed ITSM processes, technology & organization to enable client to deliver consistent quality of services at optimal costs to meet business expectations.
2. ITIL/ISO 20000 Consulting : Full life cycle consulting engagements with ownership of outcomes integrated approach that addresses People, Process and Tools
3. Training: Exhaustive catalogue of courses for customized training solutions based on client needs. Our courseware is EXIN certified
4. Asset/Configuration Management : Configuration Management establishment and automation to manage , track IT components and meet regulatory requirements
5. Service Level Management : Identify and define services and create business justified Service levels and plan automation to monitor, track and improve on the service level achievements
6. Service Desk Improvement Consulting : Identify opportunities for improvement within the help desk and transform to Service Desk

Architectural
Infrastructure and Application Management Consulting

• Strategize: Long term plans on IT infrastructure and Application support, align IT with business plans and suggest win-win IT infrastructure and application support models 
• Design: Develop integrated architecture of Data Centres that meet industry standards
• Optimize: Consolidate, rationalize and propose IT infrastructure and applications environment standards and management approaches

Case Illustrations:

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