L&T CIT
Larsen & Toubro accelerates IT services delivery with iFIX for Corporate IT(CIT) services across the group companies
About the customers
For over eight decades, Larsen & Toubro (L&T) remained one of India’s leading technology, engineering, manufacturing, and construction company. US$ 20 Bn in revenue they remained focused on customer satisfaction and continuous quest for quality. It is this legacy that L&T thrives on with their management’s continuous pursuit on innovation and process improvement for all their business across every group company, that made them one of India’s most prestigious brand of the century.
L & T Corporate IT aims to improve IT services delivery across all its group companies through a unified technology platform to deliver an exceptional experience to all stakeholders. iFIX Intelligent Service Automation platform is seen as a key to driving that experience.
Business Challenge
Corporate IT provides IT services to various group companies in discrete ways through multiple mediums, multiple IT services groups using different platforms with varied maintenance needs. For example, some of the service groups were completely manual. This mixed-mode approach led to inconsistency, duplication of efforts, higher cost of maintenance and scalability, user confusion (which platform for what services), productivity loss for IT services team and business users’ service compliance issues.
Lack of an integrated & intelligent collaborative platform led to longer service delivery lead time (MTTR, MTBF). This limits the visibility over status of pending IT issues and many a time leads to complete miss due to absence of a single system of engagement.
Solution
An integrated single platform based scalable model that is least dependent on manual errors and addresses the growing need of the organization. A platform that provides the service management foundation layer as per industry best practices and builds the roadmap for automation led service intelligence framework from within the same platform towards defining a self-reliant IT service organization.
iFIX Cloud Solution
ITIL4 compliant Service Management Foundation, Service Automation, Service Intelligence, Enterprise
Connectors, Digital Command Centre, and Realtime Service Analytics
Enterprise Integration
SSO/ADFS across 25+ companies, Email, 50+
application integration
Integral part of Service Automation Platform
iFIX is integral part of L&T’s overall service automation platform solution which triggered the automation journey
across 11+ service areas – Email services, DB creation, Server health check, Backup & Restore, Service Uptime Report.
Realtime Responsive KPI Dashboards (CIO’s Virtual Cockpit)
Digital Command Centre with Remote Operation – Responsive KPI Metrics based actions across
organization hierarchy, real-time visibility to top management.
SLA & XLA Management
Customer satisfaction Index, user experience metrics,
Persona based analytics.
Service Intelligence Foundation
A robust platform to initiate intelligent recommendation
driven autonomous service resolution.
Benefits
A step towards predictive service management, iFIX driven intelligent service automation journey delivers service outcome with desired value at reduced risk and cost of ownership. The service is delivered with speed and accuracy with traceability across the organization, Faster decision making and course correction, if any based on real time collaboration. iFIX pioneered Real-time Responsive KPIs help to leverage strategic and operational insights. Early benefits include the following: –
1. Harmonized, consistent, accurate & faster ITSM & ITOM service resolution.
2. Improved visibility and end user satisfaction
3. Tool based transparency, global visibility, & escalation management
4. Reduction of repeat issues through real time KEDB
5. 24x7x365 Service Availability on global basis
6. TCO Reduction
7. Management visibility through CIO Cockpit
Summary
Corporate IT function is central to L&T’s technology backbone ensuring key IT services delivery to group companies. Predictable service delivery with consistent, accurate, reliable service outcome at speed with lesser manual errors is key to CIT’s core philosophy, to support business heads to run their operations seamlessly without disruption to take faster decisions. Today, CIOs are under increasing pressure from internal, external stakeholders, and regulators to embrace an autonomous digital enterprise services model, while providing deeper insight into business performance. iFIX Platform, complements that aspiration with significant productivity gain, speed of service execution, and increased visibility, at reduced cost of ownership.
Corporate IT provides IT services to various group companies in discrete ways through multiple mediums, multiple IT services groups using different platforms with varied maintenance needs. For example, some of the service groups were completely manual. This mixed-mode approach led to inconsistency, duplication of efforts, higher cost of maintenance and scalability, user confusion (which platform for what services), productivity loss for IT services team and business users’ service compliance issues.
Lack of an integrated & intelligent collaborative platform led to longer service delivery lead time (MTTR, MTBF). This limits the visibility over status of pending IT issues and many a time leads to complete miss due to absence of a single system of engagement.
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