IT Service Management, IMS Service Management, ITSM Services

ITSM @ Hexaware

Hexaware’s comprehensive range of ITSM services has been designed to help businesses implement, manage and optimize IT services through well-defined processes, implementation and governance models.

Our team of certified implementation specialists and ITIL certified process experts with extensive experience on multiple implementation, integration and development projects is well suited to be your go-to partner in your IT Service Management journey.

We promote agility through a common platform for training, delivery, documentation, knowledge and continual improvement. The organization is layered and buffered so that we can respond to sudden demand while also continually improving our pre-configured service offerings. Our intent is to be the premier ITSM option within the managed services space.


Service Management

Strategy and Optimization

Processes such as Incident Management and Change Management are part of a broader service lifecycle within a crafted framework. Many organizations lack the resources and bandwidth to develop a business-focused strategic roadmap for ITSM. Hexaware’s seasoned ITIL experts offer facilitated sessions to capture business objectives, pain points, gaps and solutions. We then apply the findings to broad roadmaps or specific lifecycles (SDLC, Release, ITAM, CMDB, SLM, BSM, Service Desk, etc.) to propose a modular, cost-effective approach for transformation and/or optimization.

Process and Technical Consulting

“A fool with a tool is still a fool” – Grady Booch

It makes no sense to implement a tool to manage a process that is not clearly defined, it simply makes the process more efficiently bad. Hexaware’s team of certified and experienced ITIL professionals analyze processes and recommend good practice policies, workflows and business rules for ITIL processes and functions. At Hexaware, we recognize that, in a hyper-converged and hybrid Cloud environment, we need hybrid consultants who understand how process and platform blend together.

These offerings include assessments (with gap analysis), process design workshops, CMDB tactical planning, Business Service Management mapping, organizational alignment, ITIL overview, ITIL foundations class and more.

Pre-Configured Solutions

Hexaware offers pre-configured solutions for ServiceNow and Symphony Summit. We call this Hexaware Hyper-optimized or H2O. Apart from providing some good practice and correcting weaknesses in the OOTB solution, we design these solutions to fit snugly into a platform architecture that enables automated operations. Our H2O solutions connect to autonomic event management, enterprise service bus constructs (orchestration, integrations, etc.), Service Desk enablement, consolidated dashboards and mobile capability.

Tool Implementation

Hexaware has built a large pool of talented and enthusiastic ITSM technicians who excel at implementing, configuring and customizing ServiceNow, BMC Remedy and Symphony Summit. This same team works on the H2O platform architecture so they see the tools in the context of the overall framework. For this team, there is no mystery to CTI (Computer Telephony Integration), SSO, orchestration, web services, remote desktop, gamification, or other ways that ITSM processes and tools interact with the real world.

IT Service Support Management Tool

Virtual Administration

Unlike numerous other vendors who offer to administer your ITSM tool on an as-needed basis from a remote location; Hexaware’s virtual administration offering is not like any of these subscription-based services.

First of all, we have no subscription and no constraint on minimum or maximum hours.

Second, the client orders from an extensive menu of detailed services where most services have a known price and known SLA.

Third, the client orders from their own system and tracks the progress of the request as it is fulfilled. The process even includes configurable budget limits and dynamic approvals. This is the most transparent approach to VA on the market today.

When dedicated support is required, Hexaware provides its clients with vetted professionals for the administration and customization of ITSM platforms. Delivery models (on site, near shore, offshore) are flexible. The client can augment these resources with virtual administration for better response to spikes in demand or special projects.

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