Service Experience Management with Purposeful AI

The Infosys Service Experience Transformation practice is committed to delivering enhanced service experience to our customers across the breadth of our offerings with a focus on newer areas of service management powered by artificial intelligence (AI). With diverse experience of over 400 engagements, more than 1200 globally diverse Service Management consultants, over 450 ServiceNow subject-matter experts (SMEs), and more than 150 Service Integration and Management (SIAM) specialists, our service management practice is geared to be the best in the industry.

Our offerings

We help clients in their complete ‘service experience’ transformation journey by focusing on three areas:

  • IT service management (ITSM)
    • ITSM process harmonization
    • Technology platform implementation and support (ServiceNow, BMC, HP)
    • Software asset management
    • Service Integration and Management (SIAM)
    • Process operations and continual service improvement (CSI)
    • Performance analytics
    • Project portfolio management
  • IT operations management (ITOM)
    • Event management and monitoring solutions for infrastructure management
    • Application performance monitoring
    • Discovery and service mapping
    • Service orchestration and automation
    • Infrastructure lifecycle management (including availability and capacity management)
  • Business service automation (BSA)
    • Business workflows automation
    • Customer Service Management
    • HR Service Delivery Management
    • Command center tools deployment
    • Persona based dashboards
    • Autonomic operations management

Our offerings on ServiceNow

The Enterprise Service Management (ESM) Café, which is the Infosys Gold Image of ServiceNow, has over 30 plug and play solutions. Features of ESM Café App Store include the following:

  • It is a one-stop shop for all enterprise IT and non-IT service management solutions
  • It comprises of preconfigured process templates and a ServiceNow configuration giving a head start to the implementation project
  • It enables reduced time to market for customers by enabling plug-and-play solutions

Other solutions on ServiceNow to 'reimagine service experience' include the following:

  • AI with ServiceNow – Chatbots, machine learning, natural language processing and predictive analytics
  • Taking ServiceNow beyond IT – HR, project portfolio management, security operations, business Apps such as store operations desk, restaurant in a box, etc.
  • ITSM solutions – Mobile app, self-service portal, service catalog, service integration and management (SIAM), software license management, end-to-end ITSM processes, executive dashboards, etc.
  • ITOM solutions – Business mapping, password reset, orchestration and cloud management
  • Customer success management (CSM) and custom apps

Industry recognitions:

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