Governance of App-Dev, Infrastructure and Telecom Services

Your enterprise has outsourced applications development, maintenance, support and infrastructure services to multiple services providers. For instance, you may have TCS, Infosys, Wipro and Accenture as the primary applications providers, IBM as the primary IT infrastructure services provider and and AT&T as the primary telecom services provider.

While most providers have strong delivery processes,the onus of demand management, tracking of delivery to contractual terms and performance levels, financials management and satisfaction measurement and expectations management reside primarily with the client.

Solution

Enlighta enables effective governance of outsourced IT services by providing a holistic role-based web solution for:

  • Demand management - Tracking and automation of projects, service requests and change requests, including estimation, approval, initiation, delivery and termination processes.
  • Performance management - Measurement, analytics and reporting of performance metrics such as schedule and budget variance, attrition, cycle-time, quality across supplier groups, locations and business units.
  • Service level management - Vendor performance scorecards report compliance to contractual service levels, as well as OLAs (operational level agreements) between providers.
  • Financials management - Rate cards and consumption levels, service credit calculation and earnbacks, invoice validation and dispute resolution processes.
  • Relationship management - Issue management and escalation, satisfaction survey analytics, innovation tracking and rewards management.

Who Benefits?

Primarily IT executives and IT sourcing managers responsible for leveraging and governing global IT services delivery.

Source of Data

Vendor delivery managers can easily upload weekly and monthly project and resource metrics from spreadsheets.

Enlighta Web-Services API makes it easy to integrate with existing tools used by the enterprise such as HP PPM, Computer Associates Change Manager, BMC Remedy and HP OpenView for information feeds.

Results

  • Reduced Cost
    •   Automated management reporting and analytics for decision support
    •  Improved tracking of service credits and financials
    •   Improved sourcing decisions on contract renewals
  • Improved Services Delivery
    •   Improved quality of services delivery
    •   Fewer escalations due to unhandled issues
    •   Reduced friction between internal and external service groups
    •   Improved compliance to governance processes

Testimonials

 Enlighta has proven to be a powerful solution for enabling efficient outsourcing governance. The support provided both during and since implementation has been outstanding. 

Project Manager, F100 Financial Services