The ERP Shared Service ASM Framework is SLA driven. The ticketing tool will manage the turnaround time and automatic escalation. The client would get optimum visibility of the service delivery though Online Dashboards and regular reports. Every client would be allocated a Relationship Manager who would be the point of contact for all business related discussions and escalations. The client would also have a direct access to the Service delivery manager for delivery issues and escalations. Regular reviews would be conducted by the service delivery manager and the relationship manager to analyze the performance and discuss improvement opportunities. Hexaware’s senior management is committed to all the services delivered by the company and they take personal attention to monitor the activities. Senior management would conduct Regular Steering Committee meetings with the client project sponsors to grow the partnership and address the pain areas.

Tools to Succeed

Hexaware believes in a tool based approach to provide reliable and consistent service to our clients. All critical factors of the Shared Service Delivery would be handled using best in class tools. Hexaware considers Ticket Management, Access Management, Knowledge Management and Reporting as the pillars of Shared service delivery. Thus we would be using tools to manage these activities.

• ITIL v3 based Ticketing Tool ‘Genie’ for service delivery
• Knowledge Management tool ‘KnowHow’ for critical knowledge retention and training
• Access Management tool ‘Tivoli’ to maintain security in a shared service environment
• Client dashboards for visibility and reporting

Information Security Management

Hexaware is certified for ISO27001 and PCI DSS. We ensure that Customer Data Confidentiality Requirements and Regulatory Compliance are adhered to. Client Networks are logically separated from each other. Tool Based Access management are implemented to manage the secure access of client applications by the common pool of resources. Any access to the client network and application is audit enabled and audit trails would be available to the client whenever they require. Top management’s take on security is encapsulated in the following quote:

“Ensuring data security and privacy is of prime concern for us at Hexaware, especially in this model and therefore special tools and processes have been put in place to ensure total security and privacy of client application and data.”

Moorthi Chokkanathan,

Global Head – Enterprise Solutions, Hexaware Technologies Ltd.

Knowledge Management

The Shared Service Delivery model is a Knowledge Intensive service offering. It would be our prime focus to make all our past experience and product knowledge at the disposal of our resources so that they can service the client in time. We would also focus on acquiring client specific knowledge and application specific knowledge, and make it available to the resources working on those applications. The focus would be to keep our resources up-to-date about the best practices in the industry and to provide them with the clients’ application history at their finger tips to help them service the client smoothly.

The salient features of our Knowledge Management would be

• Tool Based Knowledge Management System
• Common Known Error Repository to facilitate swift resolution
• Tool Integrated with the Ticketing tool to provide instant access to relevant knowledge base
• Issue based SME listing for collaboration
• Client Specific Knowledge bank and induction kits