Infosys : ServCentrale

Infosys formulates an all-inclusive tool to ensure smooth organizational service request performance and results

Monday, June 01, 2009

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Infosys had a legacy home-grown support tool, which was earlier used for its support requirements. This tool had a huge gap in requirements from what customers needed and was not able to accommodate those requirements owing to the way that it was designed. Besides, the tool was on legacy technology, and had scalability issues and hence required the development of a new service management tool - ServCentralé. Today, ServCentralé serves as the key service management support tool for a majority of the support provided across Infosys, with three spokes of operational aims: To address the limitations of the legacy application; Introduce the market standard features; and ITIL compliance. ServCentralé serves as a Service Management tool where Infoscions can raise a request/ticket for issues related to any Infosys Service Groups. It incorporates one of the major functional areas of Service Management i.e. Service Support - Incident and Problem management, under ITIL framework, to make sure that it has everything in its environment to deliver 24/7 support on a day-to-day basis.

ServCentralé is hosted with 250+ service groups with a total user base of more than 1.04+ lakh employees across Infosys. Currently, ServCentralé is having 4168 support personnel working on user requests from various departments across Infosys. The biggest challenge however was Tracking, Prioritizing and implementing Enhancement requests from various customers. Because of the huge customer base, ServCentralé gets many enhancement and change requests from various customers. Tracking, prioritizing and implementing the enhancement suggestions and change requests, without affecting the existing design and other LIVE customer groups was also one of the biggest challenges for ServCentralé application development team.

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