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IT Process & Service Management


Today, organizations are so globally dispersed that a versatile IT environment is mandatory to enable effective collaboration across geographies and business units.

TCS has extensive experience in designing dynamic systems and driving end-to-end transformation programs. Your organization needs a best-in-class approach to drive change, allowing you to remain operationally prudent, yet strategically focused. We understand that each transformation initiative is unique. Therefore, our custom offerings give you the flexibility to first identify and prioritize critical business challenges, then devise appropriate solutions. Our process transformation accelerators, enablers and methodologies will help you deliver high quality services to maximize IT’s contribution to business.

Client Challenges

  • Integrating globally distributed IT organizations
  • Managing risks and redundancies, especially in merger and acquisition scenarios
  • Aligning with partner operations with different maturity levels
  • Aligning multi-location, multi-vendor environments while ensuring regulatory compliance
  • Optimizing IT costs, while maintaining high customer satisfaction
  • Reducing time-to-market for new products and services
  • Improving delivery efficiency

What TCS Provides  

IT Process and Service Management focuses on transforming IT services using an integrated approach encompassing the gamut of processes involved in IT solutions, sourcing, services and operations. The range of services include assessments, strategic planning, process definition and implementation, and continual improvement, leveraging industry best practices like CMMI®, ITIL® V3, CMMI® SVC, ISO 20000, Six Sigma, Lean principles and Agile methodologies.

We leverage our proprietary ready-to-use process frameworks and the Global Network Delivery Model (GNDM) to deliver accelerated results, improved productivity and shortened time-to-market. Our services include the following:

  • IT Process Excellence: Establishing IT as a trustworthy and effective business partner by efficiently delivering IT solutions while optimizing IT costs
  • IT Service Excellence: Ensuring timely delivery, optimizing IT costs and reducing Total Cost of Ownership (TCO)
  • Agile Services: Delivering process transformation solutions using Agile concepts and practices to improve business-IT alignment, productivity and time-to-market
  • Lean Six Sigma: Applying a unique value chain approach to uncover waste and variation traps in your organization
  • Software Estimation: Improving the effectiveness of software estimation to facilitate better software investment decisions with effective project and knowledge management

Business Value

TCS’ IT Process and Service Management solutions will help you reduce TCO and improve the quality of your services to consistently deliver measurable business results, including the following:

  • Improved product, service and process stability
  • Standardized processes across your organization and partners
  • Improved availability of business critical services
  • Informed and timely decision making
  • Improved risk management
  • Accelerated business agility and speed-to-market
  • Optimized IT maintenance costs

Case Studies

A large insurance provider achieves 47% increase in productivity by increasing IT reuse

TCS helped a large insurance provider improve productivity by 47%, reduce cost per developed function point by 62% and evaluate the usefulness of its Service Oriented Architecture (SOA) investments. We recommended using a combination of standard and customized Function Point Analysis (FPA) techniques for different project categories to make the measurements more effective.

White Papers

Enterprise Architecture - Fundamental to the Overall Transformation of a Pharmaceutical Company

In this white paper, we demonstrate how an industry standard methodology can be adopted, tailored and extended to create enterprise and specific architecture artifacts.

White Papers

Next Generation Application Portfolio Rationalization

In this white paper, to address your portfolio optimization demands in the light of present-day business challenges, we introduce the Next Generation Application Portfolio Rationalization Framework and its key building blocks of Attributes, Dimensions and Framework Analytics.

White Papers

Reengineering the Broadcasting Value Chain

In this white paper, we identify the key internal components of the broadcasting value chain that can be transformed such that broadcasters remain competitive and agile in this fast-paced industry.