Service

Service & Experience Management

Hybrid digital infrastructure services with end-to-end service management

An Overview

Today’s world is Digital First and positive Customer Experiences drive business growth. While every enterprise is powered by technology, IT organizations need to constantly evolve as the boundaries between applications, infrastructure, development, security and operations are blurring.

IGT collaborates with its clients to help drive an end-to-end Service & Experience Management culture across People, Processes & Tools. We help our clients to find the appropriate balance between the competing priorities of reliability, speed-to-value, risk and cost-to-serve by combining the best ideas from ITIL, SRE, DevOps Agile, & DevSecOps.

Capabilities

We help our clients design and implement a cloud-ready infrastructure that will unlock their vision and unleash unprecedented performance. With over two decades of industry experience working with leading global enterprises, IGT is well positioned to help its clients deliver a seamless uninterrupted digital customer experience, regardless of whether the enterprise systems are on traditional on-premise IT infrastructure, a hybrid cloud or a full-tilt public cloud-based enterprise. Our capabilities include:

As a part of these services, we help our clients define the vision and create the business case for change – we work together with client teams to help identify customer satisfaction goals, evolve a service excellence strategy and ensure the right metrics are tracked towards achieving the enterprise objectives.

We help our clients assess the current state & capabilities, identify the future state and help redesign and optimize ITSM processes to be adaptable for different circumstances leveraging agility & the power of cloud computing. Our team of experts collaborate with client teams across the enterprise to drive a cultural change to adopt agile practices so as to be able to deliver better value while continuing to adhere to compliance frameworks that meet the prioritized organizational objectives (e.g., improving time to market, decreasing cost of operations, stability and resilience, responsiveness).

Digital-first is the norm today rather than the exception, and the modern enterprise landscape is complex with IT environments being hybrid, dynamic, distributed and componentized. We help our client enterprise stay ahead of the curve by helping detect and dynamically solve issues before impacting business. Also, to help drive amazing customer experiences both internally and externally, we help create, run the next generation of multi-channel, front-line, customer support capability.

We are also increasingly working with our clients bringing in the next generation of service management capabilities by combining the best ideas from best of industry practices & frameworks such as Agile, DevOps, DevSecOps, SRE, ITIL4 to find the appropriate balance between the competing priorities of reliability, speed-to-value, risk and cost-to-serve. We help clients leverage modern technologies, latest tools, analytics, automation and machine learning – transforming IT Operations by leveraging AIOps and helping sustain & drive Continuous improvements by pulling insights from the IT data to drive change and support strategic business decisions.

Digital Engineering - Services & Solutions

Our service offerings include consulting / advisory & delivery services to our clients to improve synergies between business & technology. We help organizations solve their toughest software development challenges, making it possible to deliver innovation faster, smarter, more efficiently, and securely. Our experienced specialists & consultants also work closely with our client’s teams to support their Digital & Cloud Transformation journeys. As a part of these services, we help assess & modernize how the client organizations Engineer, Integrate, Test Release & Operate systems.

Services

Agile Business

We help support client organizations accelerate technology deliveries to achieve faster ROI & business value. IGT works collaboratively with client teams to provide digital transformation services including Lifecycle Transformation, Coaching & Advisory services leveraging industry leading best practices including CMMi, PMI, Lean, TMMi, Agile / Scaled Agile (SAFE) TestOps. We support transformation programs across delivery methodologies including traditional Water-fall, V-Model, IT Service Management (ITIL ITSM) as well as the latest methodologies & frameworks including Agile, Scrum, Scaled Agile, TestOps, DevOps, Kanban, DevSecOps.

Customer Experience

Customer experience is the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier organization's employees, systems, channels or products. The evolving enterprise needs and consumer behaviors demand organizations to be agile and take a design-first approach with emphasis on fast phase of execution. IGT works with our clients to deliver extraordinary experiences with services & product innovation. Our services in this area are crafted leveraging Design Thinking principles and include Design (UI / UX / CX / Service Design) as well as Customer Relation Management (CRM) services & enabling Omnichannel engagement.

Engineering & DevOps

Meeting the challenges of today’s digital economy requires organizations to increase their responsiveness to business needs. For technology leaders, this means accelerating the development and maintenance of applications without sacrificing quality. In addressing the challenges of a fast-paced digital world, traditional application development methods have evolved & adopted to leverage DevOps and enterprise Agile frameworks as well as automation across the lifecycle. IGT has over 2 decades of experience working with leading global organizations across a broad spectrum of technologies. We provide flexible, cost-effective engineering services including architecture transformation & design, application development & maintenance, IT Service Management as well as managed solution delivery services.

Quality Engineering & Assurance

As enterprises look at digital technologies as a source of competitive advantage, they demand quality—at speed and scale. This means that they must rethink how they build and test applications, moving away from testing as a standalone function at far end of the development cycle to embedding quality throughout. With 20+ years of enterprise solution delivery experience across geographies, our expert professionals bring a range of diverse skills across QA, Automation, Continuous Testing, DevOps and Agile to multiple clients globally.

Cloud Computing

Cloud is becoming a vehicle for next-generation digital business, that allows organizations to leverage the scalability, flexibility & the vast integration options available to deliver cutting edge solutions. Whether it is a Cloud Shift or a Cloud First approach basis business needs, IGT works with global business organizations across their Cloud Transformation journey including advisory/planning services, optimization, multi-cloud environment managed services, cloud security management, application modernization/re-architecture strategy, hybrid & digital infrastructures, cloud optimization, cloud computing, IaaS, PaaS, SaaS and more.

Enterprise Platforms

To stay future-ready & relevant, the enterprise platforms, solutions and applications must be up-to-date, aligned to organizational objectives, and able to respond quickly to evolving market needs. However, this also means that organizations need to work with partners who understand platform & service management and have experience in delivering solutions & supporting real-time workloads. IGT has 20+ years of enterprise platform experience enabling our clients to deploy, run and modernize their IT landscapes efficiently, quickly, and cost-effectively - platforms supported include Microsoft, AWS, Google Cloud, Oracle, IBM Mainframes (System Z), Salesforce, ServiceNow & Opensource platforms such as OpenStack.

Strategy and Consulting

The digital technologies available today offer multiple opportunities to power sustainable growth by leveraging industry expertise and contextual business knowledge - this can help power solutions to align to the organization's strategic vision & help thrive amidst disruption. As digital strategy consultants to our clients, we help them identify opportunities & support across their digital transformation journey so as to shape & retain their competitive advantage. We collaborate closely with them to assess their industry and current offerings, existing technology ecosystem and gauge their competition, and create strategic solutions, either across the entire business or elements of their business and operating models.

Delivering Results

27% efficiency gains for a technology product & services organization leveraging Lean drivers
80% improvement in end-customer delivery timelines leveraging automation
30% faster time to market via service delivery model transformation for a product engineering organization
Auto remediation of more than 500 production support tickets per month leveraging AI/ML
Over 40% reduction in year-on-year production tickets via preventive fixes and automation
$1 Mn+ savings in costs for a global online travel agency leveraging automation across service Desk
10% improvement in product revenue realization by reducing failed changes by optimizing service management for a global client
$5 Mn+ savings in costs per annum via delivery lifecycle transformation for an enterprise client

Featured Work

Brochure

Application Support Services

With the rise of connected customer, it has become imperative for the companies to be responsive and deliver

Tech Support Services for Airport Management Systems of an International Airport

IGT helped the client to achieve 98% reduction in unplanned downtime and 99.99% availability.

Microsoft SQL Database Management for a Leading Travel Retailer of Europe

The client achieved a 95% reduction in downtime of database servers of live applications and group applications along with a 90% improvement in application response time of the applications querying the databases.

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