IT Service Management Services & Solutions

Service Management

Transforming services that support your digital vision

Implementing, Managing And Optimizing IT Services

Hexaware’s IT Service Management practice helps enterprises transform services, which involves a paradigm shift from managing IT as stacks of individual components, to focusing on the delivery of end-to-end services using Hexaware’s propriety process models and micro offerings. Our comprehensive range of ITSM services have been designed to help businesses implement, manage and optimize IT services through well-defined processes, niche consulting and proven governance models.

Though IT businesses form the core of our client base, we are trusted partners for many of the customers across Manufacturing, Banking, E-commerce, Airlines and more. Hexaware has a strong workforce of ITIL® certified Service Management Consultants and Implementation Specialists with staggering experience in this field. The practice is completely aligned to Hexaware’s philosophy of delivering high customer experiences through automation of IT Service delivery.

We promote agility through a common platform for training, delivery, documentation, knowledge and continual improvement. The organization is aptly layered and buffered so that we can respond to sudden demands and continue to simultaneously improve our service offerings.


Many organizations lack the right expertise, bandwidth and an unbiased view to develop a business-focused strategic roadmap for IT services or to identify any gaps in the existing set up.

Hexaware’s seasoned ITIL experts bring to the table a mature set of faculties, ideas, tools, methods and approaches. These experts offer facilitated sessions to capture business objectives, pain points, gaps and solutions and 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 to transformation and/or optimization. 

These offerings include assessments (with gap analysis), process design workshops, ITSM tools consulting (Service now, BMC Remedy), Migration strategies, tool rationalization, CMDB tactical planning, business service management mapping, organizational alignment, ITIL overview, ITIL foundation class and more.


Hexaware offers pre-configured solutions on top of ServiceNow, BMC Remedy and Summit AI ITSM platforms known as H2O. Hexaware Hyper Optimized (H2O) is a proprietary solution developed by Hexaware Service Management Practice that is built around industry best practices and standards. H2O solution incorporates our learnings from numerous ITSM implementations for various customers in different verticals.

H2O implementation is quicker and more efficient than what comes with the OOTB solution from platform providers. This is a tried and tested packaged platform which, on average, reduces 60% on the overall implementation time and cost for the process maturity that it brings along at the outset. Apart from providing best practices and correcting weaknesses in the OOTB solution, we design these solutions to fit snugly into a platform architecture that enables automated operations. 

H2O implementation provides a much-needed head start for a transformation project because of the well-defined and configurable options for all the service management processes. 

Hexaware invests heavily in transforming the user experience, which can be felt not only by streamlined mobility, but also a next-gen solution, that works on the methodology of agent intelligence, Chat-bot, Machine Learning and Walk-up, to provide lower turnaround time and a seamless user experience. We have a dedicated team that is focussed towards improving the H2O platform and keeps it abreast with the latest innovations from the OEM. 



At Hexaware, we recognize that, in the ever-changing IT landscape, we need hybrid consultants who understand how processes and platforms blend. We have built a large pool of talented and enthusiastic ITSM Consultants who excel at implementing, configuring and customizing ITSM tools like ServiceNow, BMC Remedy and Summit AI.

Hexaware has been instrumental in delivering some of the most complex ITSM projects for customers by strategizing their ITSM roadmaps to align to business outcomes. Some of these implementations have provided more than 200% ROI to our customers as it helped them replace archaic, monolithic applications with state of art automation centric scalable solutions designed and developed by our engineers. 

Hexaware focusses on establishing and executing strategic and tactical plans for a full-scale implementation of the ITIL aligned framework across the organization and related suppliers involved in service delivery. We offer expert implementation services for digital enablement of your enterprise across IT (ITSM, ITAM, ITOM) and non-IT (HR, Finance, CSM, GRC) horizontals.

Hexaware has developed an in-house application based on the enterprise integration bus, which is a plug and play utility to provide real-time bidirectional integration with a variety of data sources or other applications. This not only helps to build integrations with ITSM platform faster and easier but also makes troubleshooting and maintenance much more efficient.


A robust ITSM system is the backbone for an effective IT Service Delivery. Hexaware provides a wide range of services that ensures your ITSM platform is always up and running to cater to your operational requirements and at the same time the ITSM Services are continually improved across the enterprise. We provide our operational services to a customer, dedicated as well as managed service models, across the globe in Onsite, Near Shore, Offshore and Virtual modes to best suit your requirements.

When dedicated support is required, Hexaware provides its clients with vetted professionals for the administration and customization of ITSM platforms. Hexaware’s managed services support model provides delegated development within the team and extends a safety net for the Operations (RUN) teams as it includes high levels of support from the engagement team, ITSM Center of Excellence (COE), and H2O Product Engineering group.

Hexaware’s Service Marketplace (Virtual Administration) is designed to offer administration and support (IT applications and underlying components) as a service in the form of commoditized comprehensive service catalog. This platform embraces automation which resonates with Hexaware’s philosophy to shrink the overall IT cost of its customers by cannibalizing our own revenue through automation.


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