11 Aug 2020
4 mins read
It is a challenging time for our customers, and therefore it is a time to innovate for us – innovate our service offerings, innovate our delivery models and innovate our pricing models.
These are some of the questions that we are looking to address given the current challenges:
With these questions in mind, the smartest heads in Hexaware, across service lines and business units, joined together to see how we could innovate. The result, a consulting-led framework leading to cost optimization and its mission statement is “Automation-led Sustainable Cost Takeout.” There are three parts to this mission statement, and all are critical for the framework:
With this mission statement and some broad guidelines, the responsibility was passed along to all the Service Offering leads to define the specificities for their service areas. While the goal is still to go with a holistic view to our clients, we recognized that we may be stepping on other people’s toes. Therefore it was important not only to refine the framework of specific service offerings for the holistic view, but also to make a comprehensive sub-offering at the service level that could stand on its own and deliver a similar order of benefits.
With that background to this post, let us get into what we are doing specifically for Application Managed Services (AMS). A managed services program is probably the largest consumer of such a framework. This is where we are engaged (or in the process of engaging in the case of ongoing RFPs) in a multi-year engagement to manage and transform a broad set of the customer’s IT landscape (say application portfolios in case of AMS). Following are the things that we can do to take you to the next level: Just a note, some of these levers may be familiar, especially if you are engaged in an AMS program – we are looking at taking them to the next level:
With all these levers in play, how are we planning to engage with our clients – and the engagement here will be intensive and very collaborative? Given the current situation around no travel for our consultants, we went back and challenged our Transition experts (they are the ones who carry of large change management initiatives on a daily basis) to come up with a way to engage (and complete full AMS program transitions) with our stakeholders from remote locations – whether an employee is working from home in a different country or even if they are working in the same city as the client. We now have “Trans-X” our remote transition methodology backed with years of experience in completing large transitions and overarching governance frameworks remotely.
Remote transitions are not new. Usually, they were done as a measure for cost optimization, but now they have become a necessity. Earlier, we may have done transitions with a 95%-5% offshore-onsite ratio, and now we need to do it with a near 100%-0% ratio. Our “Trans-X” framework includes all that it takes for a smooth remote transition – like managing risks, resolving issues, and improving with learnings.
Our observation over the past few months is, many companies are looking internally for all these answers, and are also reaching out to their service providers for these – but most of the discussions with the service providers are about short-term reductions. We want to address the larger need, while at the same time catering to the short-term requests – We believe that we can significantly change the way you look at cost optimization.
About the Author
Vishal has over 20 years of experience in IT Application delivery, having worked in multiple Managed Service engagements spanning over Application Development & Testing, Application Support & Operations, and Application modernization. He has led multiple complex engagements and delivered on the goals of hyper optimization and automation. Vishal is also an expert in Transition Management having executed several large & complex multi-country, multi-service transitions across the globe. In his current role he is responsible for developing innovative Managed Services solution constructs. Additionally, he is also responsible for the roadmap of Automation and Governance platforms.
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