Business Challenge

• Due to hosting of hybrid infrastructure in multi geography locations unavailability of single source of truth, huge MTR and poor capacity planning.
• Reactive & Silo monitoring were resulting frequent outage to business critical application.
• Human driven IT asset life cycle and fault management

Coforge Solution

• Consolidate view of infrastructure landscape
• Tools consolidation thorough Coforge proposed platform
• Viewing actionable conclusions for performance incidents so that we can ignore false alarms and react faster.
• Correlate based on the pattern by which the events, logs and alerts are generated in the environment

Benefits to Client

• Provide prediction based on pattern based events & alerts, and actionable conclusions for performance incidents so that we can ignore false alarms and react faster.
• Event correlations and deduplication achieved 60% reduction in alerts.
• Single dashboard for business applications availability management , performance management, analysis and reporting
• Generate alerts based on historic performance & consumption taking into account the day, time, load, related services & devices which resulted increase in availability

Business Challenge

• Manual and time consuming HR processes for Employee Pre-boarding, Onboarding, Movement and Offboarding.
• Multiple tools and channels to handle HR processes affecting user experience and efficiency.
• SLA getting impacted due to lack of automation in the process.

Coforge Solution

• Single Employee Service Center Web Portal for all HR and ITSM related requests.
• Automated Workflows for Employee Onboarding and Transitions (Joiners-Mover-Leavers)
• Employee Pre-boarding - Self-Register, Profile Selection / Rejection, Interview Schedule, Offer Letter Release, etc.
• Employee On-boarding - Transfer to HR for Onboarding, HR Approval, Joining Day Registration, Background Verification, Pre-boarding Candidate Tasks, IT /Admin Task, etc.
• Employee Off-boarding - Resignation by Employee, Manager and HR Notification, Manager & HR Approvals, Asset Return Records Update, Financial Processing Initiation, Closure, etc.

Benefits to Client

• Reduction in the cost of operations by cutting down the cycle time.
• Auto allocation, de-allocation and transfer of assets reduced the human errors and the unwanted consequences.
• Good service experience for the HR Managers, new joiners and service providers.
• Tracking, control, and governance of the assets. Whether that be compliance in regulated industries or the protection of business assets that get "lost" as employees move within or leave the organization.
• Detailed dashboard and reports of assets and users.
• Single Interface to employees and HR team.

Business Challenge

• Incomplete discovery and asset tracking of field staff makes it difficult to track and map complete software information
• Non Availability of normalized and reconciled real time software information.
• Complicated Licensing model
• Lack of structured approach for ITAM model
• No automated and proactive audit and compliance reports
• Multiple sources of information for Asset data result in chaos and confusion and causes lack of clarity & increased operational cost.

Coforge Solution

• ServiceNow ITAM used for Asset Discovery (both hardware and software) from multiple sources
• Integrated with ServiceNow CMDB for Asset-CI relationship
• ServiceNow ITOM was integrated with multiple Monitoring tools for Auto ticketing and Event Correlation.
• Standard Integration Framework to integrate more than 15 tools.

Benefits to Client

• Auto Identification and Reconciliation of Application and Infra CIs
• Improved operational efficiency through integrated ITSM processes and accurate & updated CMDB
• Audit & Compliance reporting for major OEM's
• Service Management and Device Performance correlated dashboards in single window.
• Executive Level customized dashboarding.
• Holistic coverage of Observability.
• Standardization of monitoring platform.
• Automated incident resolution for issues like Service restart for Sabre, Shift logic apps etc.
• Seamless and automated Provisioning/Decommissioning process

Business Challenge

• Simple task like creation of a Service Request require multiple steps to complete
• Incomplete mechanism to track the progress for requests
• Inefficient Search mechanism leads to difficulty in searching for catalog items. Lack of Mobility loses interest in Users
• Time consuming Request fulfilment process
• Majority of the tickets coming through email and phone.

Coforge Solution

• Role based view of services
• Services identification
• Fulfilment Automation
• Data Consolidation on ServiceNow
• Department and manager field update on User Profile and Assignment group
• Create fulfilment time dashboard with a top down view from the CIO
• Service Catalogue mapping
• ServiceNow Portal UI Design
• Configuring Chat for improved Self-service.
• Mobile App Development for End Users

Benefits to Client

• Increased the speed of raising tickets on the Portal and mobile.
• Clear design standards that focused on End User
• Gained Visibility between Processes and Services
• Increase IT Productivity by increase in Self-service to from 7% to 12%.