Products and Platforms
TCS ERP on Cloud
TCS ERP on Cloud for SAP Landscape Migration and Modernization
TCS Enterprise Manager
TCS Enterprise Manager: Elevating IT Operations Management
Highlights
- This service management capability is developed to help your organization manage the delivery of IT services to your employees and customers while ensuring the smooth running of their daily IT operations.
- It provides several essential features and consists of features such as ticket management, change management, transaction management, problem management, and task management.
- It provides organizations with benefits such as increased agility, improved efficiency and user experience, and reduced costs.
Challenges
Your organization is expected to maintain superior service quality consistently. However, user experiences are often negatively impacted by weak operational processes and a range of challenges, such as inefficient tracking systems that result in unattended tickets, a lack of automation in prioritizing and assigning tickets, absence of clearly defined workflows and lack of structural responsibility and ownership - especially in case of multi-vendor delivery, creating silos, work items being assigned to wrong team resulting in missed SLAs and poor end-user experience. These issues can cause confusion and inefficiency, delays in responding to and resolving issues, and ultimately lead to a loss of business revenue.
Overview
The primary purpose of the service management capability is to help your business manage the delivery of services to its employees and customers, while ensuring the smooth functioning of its daily operations.
In addition to providing benefits such as increased agility, improved efficiency, enhanced user experience, and reduced costs and problems, the service desk and IT teams, acting as the backbone of the organization, stand to gain significantly as well. They can expect faster detection and response time, improved productivity and processes, and a better understanding of business and end-user needs.
Our expertise
It offers several essential features to enhance your service management experience. These are:
- User self-service portal with AI/genAI-enabled context-aware search and recommendations
- Reporting and analytics, both custom and canned
- Integrated workflow and approval
- End-to-end tracking of specific cases or issues
- Root cause analysis (RCA) of recurring issues and quick resolution of service disruptions
- Management of IT infra and application changes
- Management of service levels and fulfilment of user requests
- Third-party integration, including e-bonding (ITSM and fulfilment)
- Audit trail and detailed log of actions
- Integrated monitoring tool and configuration management database (CMDB)
- Automation of routine tasks and work assignments
- Integrated Kanban board and visual dashboards
- Built-in chatbot support
- AI-powered ticket assignment and case summary
- In-app notifications and quick links
- Custom scheduler for auto-creation of repetitive requests
The capability consists of these essential features:
• Ticket management: Through ticket management, access to services or resources, restoration of services that have been unexpectedly interrupted, or requests for clarification can be sought. It uses a smart rule mechanism alongside AI algorithms for auto-assignment of tickets for faster response time and SLA fulfillment, sends automated and timely SLA warnings to stakeholders, ensuring transparency and accountability, and captures an audit trail and a detailed log of actions and resolution for future reference and faster incident resolution.
• Change request management: The modifications that need to be made to the IT landscape are captured in change requests (CRs). Every change request can be easily reviewed, planned, and implemented using this feature, including infrastructure automation jobs. Actions are logged so that one can control and track changes made to the IT infrastructure and applications. The integrated workflow and approval help in managing every big or small, normal or urgent change requests. In the event of high workload or unavailability, delegation or backup can be performed for the assigned CRs.
• Transaction management: This feature offers a secure and reliable way for managing various high-level business processes, enhancing efficiency, and ensuring data accuracy. It facilitates processing of multiple records through a single file upload, sharing sensitive files through well-defined workflows and channels, and generating reports for high-level business processes, such as payroll processing, timesheet management, supplier management, and other vital business operations.
• Task management: Task management is essential to any organization aiming to operate efficiently. The task management feature allows users to easily create and assign tasks, simplify and organize workload using a planner, prevent duplication of effort, and ensure easy traceability of requests if work involves multiple stages, technicalities, or support users.
• Problem management: The feature helps users to create problem requests for recurring issues, identify the root cause of a problem, convert the problem into a risk (if required), and capture preventive actions for effective problem and risk management. The feature can be integrated with task management to create tasks associated with a problem, thus streamlining the problem-solving process and increasing efficiency.
Benefits
Consider the following potential impact on your service operations:
- Unified portal for management of requests, leading to standardization of processes, an increase in efficiency, and a reduction in errors.
- Centralized tracking enables quicker decision-making and improved collaboration.
- Improved team productivity using smart assignment rules, leading to quicker response and resolution of requests based on skillsets and availability.
- Increased transparency and insights on operations through real-time reporting and SLA tracking.
- Enhanced end-user experience with improved delivery of IT services.