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Changing IT Service Delivery to Bring Business Transformation
by Anuj Bhalla, Vice President & Global Service Delivery Head, (Global Infrastructure Services) Wipro Ltd
Thursday, June 16, 2016

Today’s business environment is becoming increasingly complex. Performance is now heavily dependent on technology, and that technology being the best there is and working properly. Customers want ‘anytime, anywhere’ access to their IT resources.

For service providers, the challenge of meeting modern businesses’ needs is no small feat. Not only is the world getting faster and more competitive, but the way in which their customers are managing and deploying their IT infrastructure is changing from a “plan-build-run” model to a “plan-procure-manage” model. Coupled with this, SLAs are becoming a thing of the past as business outcome-based models take the fore.

In order to keep up with these changes, service providers must transform themselves offering the latest and most competitive technologies and methods of delivery to their customers. But what are these?

Automation and Self Service

Automation enables the implementation of repeatable processes in business operations increasing efficiencies, minimising costs, and mitigating risks. Automation allows IT staff to move away from mundane, repetitive tasks and focus on innovation. Self-service enabled by automation will speed up internal business processes and boost productivity. Automation can also help in conducting proactive checks on the IT infrastructure to prevent incidents from ever taking place thus ensuring customer satisfaction.

Delivery Centre Transformation using Emerging Technologies

The adoption of new and emerging technologies such as Software Defined Infrastructure, DevOps, Hybrid Cloud, IOT and so on has changed the way IT services are being delivered. Data centres are being reimagined as a scalable suite of services that sit on top of the IT infrastructure and are delivered to businesses in the most flexible manner possible. Open Source hardware and software has also become an attractive proposition for enterprises and has now become a standard requirement for service providers.

Specialised Teams for New Delivery Frameworks

Service providers will need to have future-driven service delivery frameworks that are resilient, flexible, cost efficient, and aligned to business objectives. The frameworks will need to encompass technology landscape management, skills management, and incident management.

Implementing these frameworks within service provider organisations will require specialised teams tasked to drive these initiatives. These teams will carry out proactive assessments across various technologies and cross functional areas, identify key improvement areas, and provide recommendations to mitigate risks.

Cross Skilling

System Integrators will need to train their engineers in these emerging technologies so that they can deliver new infrastructure technologies and models to their customers. Being proficient in only one technology silo is no longer an option. A comprehensive framework that empowers delivery staff to enhance their skills will be required to implement the cross skilling programme and build a highly competent delivery team so that customers’ needs are met.


A strong analytics setup enables organisations to respond rapidly to sudden changes in market conditions. It also helps them use insights to set future strategy, build competitive advantage, and improve customer experience. However, organisations find it a daunting task to manage the data and derive actionable insights from it. This is where their IT Partner can help. With the knowledge of the organisation’s current setup, a service provider can recommend and implement the right solution that delivers maximum value.

Adapting to the As-a-Service landscape

We are in the age of “As-a-Service” in IT Delivery. Customers want to consume IT on-demand to make their business more agile and dynamic. Service Providers will have to collaborate with their customers extensively so that IT services delivery becomes an end to end process of value enhancement. Design thinking will have to be used to build solutions that are the right fit for the customer’s requirement.

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