TCS Governance Manager

With business complexity and economic volatility on the rise, organizations are increasingly seeking support from external vendors for end-to-end management of their IT environments. However, IT support programs that do not meet intended objectives may result in significant business disruption for companies and reputational damage for vendors. The absence of an effective service governance mechanism is the primary reason for such unsuccessful projects. Key aspects of governance include tracking deliverables to contractual terms and performance levels, managing issues at the relationship level, and tracking financials such as service credits and earn-backs. Since standalone tools for ticket tracking, change management, and project portfolio management do not offer these capabilities, enterprises need a comprehensive service delivery governance framework.

Tata Consultancy Services' (TCS') Service Governance Manager is a web based portal that provides a holistic view of the information gathered from various enterprise system management tools. It can be customized to suit individual and enterprise needs, based on organizational structure.

Overview

Organizations are investing more time, resources, and capital to develop efficient sourcing strategies and governance models in order to realize maximum business value from IT support engagements. However, measurement of service delivery against service agreements is a challenge. Manual SLA tracking, lack of visibility in governance KPIs, and geographically dispersed teams with no platform for collaboration or knowledge sharing, often lead to ineffective delivery of IT services.

TCS’ Service Governance Manager provides a centralized platform to generate reports and dashboards based on the data uploaded through various tools, thereby providing absolute transparency across enterprise operations. It also has the capability to report on business health using the business service management (BSM) approach across the different business units. When tied in with the underlying application and infrastructure components, this information can be monitored using enterprise service management (ESM) tools. Key modules of TCS’ Service Governance Manager are incident tracker, change request manager, service request monitor, network manager, and so on. A role-based access mechanism ensures the tool is used by authorized personnel only, thus keeping vulnerabilities at bay. Based on ITIL best practices, this solution presents operational data in a graphical view, which is then used to derive actionable insights using analytics techniques, thereby enabling effective decision making.

Solution

TCS’ Service Governance Manager provides organizations with a single window console to view information related to the enterprise IT infrastructure and helps effective management of the entire landscape through customizable, industry-standard dashboards and reports.

Using this offering, organizations can:

n Gain visibility into the performance of enterprise processes and regularly track KPIs for reformative actions and quick decision-making

n Present the collected information in multi-dimensional format and construct different data views based on the requirement

n Perform advanced analytics on the collected data to generate customized reports that can be drilled-down and drilled-through to analyze granular data for actionable insights; find patterns or trends to enable predictive maintenance of the IT infrastructure

n Locate bottlenecks and issues in the application landscape well ahead in time and map key connections among business units to identify cause-and-effect relationships, thereby improving the overall service availability

Cloud Plus

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About Tata Consultancy Services Ltd (TCS)Tata Consultancy Services is an IT services, consulting and business solutions organization that delivers real results to global business, ensuring a level of certainty no other firm can match. TCS offers a consulting-led, integrated portfolio of IT and IT-enabled infrastructure, engineering and assurance services. This is delivered

TMthrough its unique Global Network Delivery Model , recognized as the benchmark of excellence in software development. A part of the Tata Group, India’s largest industrial conglomerate, TCS has a global footprint and is listed on the National Stock Exchange and Bombay Stock Exchange in India.

For more information, visit us at www.tcs.com

Figure 1: TCS Governance Manager

Contract Life Cycle Management & Contract Amendment

Associated Software Assets

Service Compliance Dashboards

Penalties & Bonus Computation

Alerts & Notifications

Vendor Management

Metrics Definition

Scheduled Metrics Reporting

SLA Compliance Dashboards

KPI Dashboards

Metrics Periodicity

Drill Down Reports

Canned Dashboards

Rewards & Penalties Computation

Trend Charts & Reports

Service Level Management

Metrics Data Repository

Contract Document Repository

Collaborative Creation

Push-2-Library

Rating & Feedback on Repository Content

Governance Library

Content Workflow

Version Control

Feedback & Announcements

Role based access &data security

Data Aggregation Search & Filter Reporting Workflows

All ITSM Systems Governance Manager DB

Contract Definition & Renewal

Service Agreement & SLA Definition

Metrics Association

Work Order & Project Definition

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The TCS Advantage

TCS’ toolsets enable you to integrate critical business and functional requirements with underlying processes, compliance requirements, and standards in order to deliver excellent quality at optimal costs. As a result, you can reduce operating costs and mitigate risks, improve the overall IT service delivery, and increase market competitiveness. All our products are readily available with helpdesk support services and deployment and customization advisory, whether through licensing or as a service.

A centralized enterprise management integrated console, TCS’ Service Governance Manager allows you to assess the health of your IT environment and helps you draw insights to bring about process improvements.

TCS offers a differentiated engagement experience in the following ways:

n IT-as-a-Service: Our proven expertise in the infrastructure management space enables us to offer this solution in the IT-as-a-Service model, allowing you to focus on core business activities while we ensure your IT infrastructure runs smoothly, without disruptions. Our technology experts are involved in end-to-end development, testing, implementation, and maintenance support activities for all IT infrastructure management tools.

n Vendor-agnostic: TCS’ Service Governance Manager supports applications and infrastructure management tools from various industry-standard service providers. It can seamlessly integrate with all ESM tools to generate the necessary dashboards and reports.

Contact

For more information about TCS Cloud Plus, email: marketing.cloudplus@tcs.com