The world is moving at a rapid pace towards digitally-enabled models, with business scenarios changing at an unforeseen speed. These new trends demand organizations to be constantly innovative, flexible, and agile, so that they could stay ahead of the competition and rollout new services to their customers quickly and in a cost-effective manner. While CEOs demand increasing adoption of Cloud, analytics, AI, ML and AIOps to transform their business models, CIOs find it increasingly difficult to bring in business to IT integration and drive value. As digital becomes the driving force behind business transformation, organizations are increasingly dependent on external expertise to co-create value by developing new frameworks, technologies, and practices.
This is a transformative journey and requires drastic organizational changes and innovation across people, processes, data, and the technology spectrum. The IT leadership has been mandated to automate and drive improvements throughout the enterprise aided by proper data-enabled decision support systems. However, IT organizations are not always mature and have their own need for transformation. They try to achieve this by adopting flexibility, agility, standardization, and automation. The best-run IT organizations not only focus on improving customer experience and business processes, but also seek to continuously optimize themselves.
We, at Mindtree Cross Functional Services, are aligned to drive these transformation initiatives for our customers. We have a wide range of offerings and industry aligned solutions to improve user experience, business service observability, centralized decision support, automation powered by AI and ML and an integrated governance layer to empower CIOs to co-create value to their business.
The CFS Practice’s vision is depicted through our charter, as below:
- Being a think tank for enterprise-wide service management
- Ideate, own, and manage tools architecture for service management offerings
- Cross-functional in a true sense - across industry groups, service lines, and geographies
- True enablers for digital transformation initiatives
- Being a product factory for new platform offerings in the CFS space - Being a hub for ideas and innovation
The CFS Practice delivers services to our customers with the right blend of thought leadership, standardization, architectures, skillsets, automation, and right means for adoption of emerging and ubiquitous technologies. To ensure this, we aspire to be a one stop shop for all service management needs, which provides futureproof solutions with customer investments in mind. This is strengthened through a set of values, which is the basis of our services. These are:
- Simplify and standardize
- Simplify processes and governance
- Declutter and optimize tools and automation
- Agile and automation first
- Create and provide automation-based services that reduce human intervention and reliance
- Modular and scalable solutions
- Solutions and offerings that are applicable to all scales and various stages of customer journeys
- Innovate and evolve
- Strategic focus on in-house developed frameworks, tools, and platforms
- Expand partner ecosystem to modernize services
- Preserve customer investments
- Provide solutions that are tailormade, at the same time based on industry best practices
- Utilize what exists and build on top of it
Extending to the newer horizons, CFS intends to provide process and governance expertise in the areas of HR (Human Resources), CSM (Customer Service Management), and PPM (Project and Portfolio Management), while evolving the enterprise service management offerings. The aim is to create relevant solutions and joint offerings with other practices that are business value-focused, and support the overall Mindtree strategy.
Solutions offered by the practice
The CFS practice provides the below offerings for digital business enablement:
- Enterprise service management
- Service integration and management
- Hybrid cloud management and automation platform
- Business value management (BVM) framework
- CMDB and asset management
Services offered by the practice
For the capabilities listed above, cross functional services are offered to the customer as per the below list. We offer a broad spectrum of services from consulting to managed operations, given that we are a single stop shop for all customer service management needs.
Advisory services
- Assessment
- Due diligence
- Gap analysis
- SWOT analysis
- Recommendations and implementation roadmap
Design and deployment services
- Process design and deployment
- ITSM platform design and deployment
- Operating model and governance structure
- Integration with other frameworks (DevOps, IT4IT)
- Tools, automation, and integration services
Delivery support services
- Operational analytics
- Governance and service delivery enablement
- Business IT relationship enablement
- Training and thought leadership
- Service improvement
