Differentiated AMS Offering

Differentiated AMS Offering
Organizations are looking to see how nimble they can be to meet the demands of their customer and exceed their expectations in order to
ensure they are ahead of the competition. This has posed a different challenge to the CIO’s who are constantly looking for ways and means to
be a ‘True Business Partner’ in helping the Organization meet their goals.
•
How can I help my business improve their KPI’s?
•
How can I reduce spend on AMS and invest more in transformational projects?
•
How can I drive better productivity and efficiency?
•
How can I ensure higher ‘Customer Satisfaction’?
Over the decades of experience in serving various Organizations in providing Oracle Application Services, Infosys has come up with a
solution called the ‘Differentiated AMS Offering’ to provide credible support to the CIO’s in helping them transform their IT to become a ‘True
Business Partner’. The solution has been conceptualized by the Oracle ‘Centre of Excellence’ at Infosys in collaboration with Infosys Labs, the
trademark R&D division of Infosys
Solution Highlights
Benefits to our clients
As part of the Differentiated AMS Offering,
steady state stages, aligning them to the
we have identified five key areas which
ITIL Framework. It is further strengthened
will provide substantial improvements
through our rethinking in bringing delivery
and cost savings. We have also packaged
excellence through increased offshoring
these differentiated offerings along with
and cross skilling.
infosys.com
•
Automation
Differentiated
AMS Offering
Efficiency
through
tools
Integrated
Service
Delivery
Bundled
SLA
Shared business risks
•Reduced overhead in terms of
maintaining license and infrastructure
contracts
Business
SLA
Delivery Excellence
& Optimization
Process Standardization
Through ITIL
process standardization in transition and
•
High technology adaptation
•Significant productivity gain and hence
cost reduction
•Maximizing efficiency and hence better
end-user satisfaction
Business SLA
Integrated Service Delivery
Bundled Upgrade
Infosys will serve as a single point of
accountability in providing not only
application support services but also infra
hosting, infra support and apps license
management with Oracle. This model will
enable our clients to move from CAPEX
based funding to an OPEX pricing model
with the ‘pay-per-use’ pricing. Also, with the
hosting services, the customer would be
Defining a business SLA helps clients
able to reduce their spend by 10-15%.
focus on what is important for running
Client IT Organization
Infra Deliverables
App Support Deliverables
Oracle Licenses
App Team
Oracle
The metrics are derived through a rigorous
benchmarking exercise with our existing
client engagements. For example, payroll
30,000 employees to be completed in less
Efficiency through tools
Infosys
Command Center
bundled AMS offering which includes
dot upgrades of Oracle Applications. The
recently launched XPRES upgrade suite
adds value to this offering through its
rapid impact assessment, accurate results
and better reporting. For example, we will
Infosys Integrated
Delivery Service
Current Model
than 5 hours.
To be current with the latest version of
Oracle Applications, Infosys provides a
Contract 3
Infra Team
owing to best practices and suggestions.
processing for an organization with 5,000 to
Contract 2
Oracle Licenses
Contract 1
on business KPIs and substantial cost savings
App Support Deliverables
effectively and thereby brings improvement
Client IT Organization
Infra Deliverables
their business operations efficiently and
be able to complete the installation and
Proposed Model
impact analysis, in less than 2 hours.
Automation
Infosys Monitoring
Dashboard Tool
IT Service Management Tools
Incidents
Events
Service
Requests
Alerts
Change
Requests
Reports
Classifier
Automation
Queue
Infosys Problem
Management Analytics
Shift left to robots
Manual Queues
Analyze
Robotic Resolution
In collaboration with Infosys labs, the Oracle ‘CoE’ team has come up
Infosys Automation
Platform
with the following tools based on years of experience, which helps
Manual Resolution
Automate
Learn
Customer Environment
in systematically driving productivity improvement and efficiency by
reducing ticket volume, monitoring key business process and address
any issues proactively. These tools helps in achieving 5 – 10% YoY
productivity improvement and meet SLA commitments
• Problem Management Analytics • Command Center • Monitoring
Dashboard
Our solution enables end-to-end automation of IT support activities
and enables creation of robots that learn and mimic the current support
processes with minimal disruptions to existing processes or tools.
25% to 40% of ticket driven IT service management tasks can
potentially be automated through robotic automation.
About Infosys
Infosys is a global leader in consulting, technology and outsourcing solutions. We enable clients, in
more than 30 countries, to stay a step ahead of emerging business trends and outperform the
competition. We help them transform and thrive in a changing world by co-creating breakthrough
solutions that combine strategic insights and execution excellence.
Visit www.infosys.com to see how Infosys (NYSE: INFY), with US$8.25 billion in annual revenues and
160,000+ employees, is Building Tomorrow's Enterprise® today.
For more information, contact [email protected]
www.infosys.com
© 2014 Infosys Limited, Bangalore, India. All Rights Reserved. Infosys believes the information in this document is accurate as of its publication date; such information is subject to change without notice.
Infosys acknowledges the proprietary rights of other companies to the trademarks, product names and such other intellectual property rights mentioned in this document. Except as expressly permitted,
neither this documentation nor any part of it may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, printing, photocopying, recording or
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