Akhil Report

8/8/2019 Akhil Report

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Service Productivity

Productivity measures the amount of output produced relative to the amount of input used.

So improvement in productivity requires an increase in the ratio of outputs to inputs.

Measuring productivity is difficult in services when output is hard to define.

Improving Productivity

Careful control of costs at every step in process.

Replacement of workers by automated machines.

Providing equipment to workers for fast work.

Changing the timing of customer demand.

Services is committed to redefining service delivery standards of the IT industry by:

Sharing project metrics with clients to ensure full transparency.

Going beyond industry established process maturity frameworks by expanding these to fill gaps identified

through our experience.

Collaborating with industry experts and leaders to validate and verify our approach.

Example:BPO : The client values benefits that impact his business, and he agrees to pay for it. The vendor then

creates value as a new process for the client based on his capabilities and client's requirements. Once

this is achieved, the service provider partners with the client to migrate this new process to bring in more

benefits.

Physical EvidenceThe physical evidence has to do with both the tangible or physical elements of a service, as well as the customer's

experience when using the service you provide. For example, physical evidence may include such things as:

• The building in which you provide the service

• The furniture and décor

• The appearance of the staff (e.g., neat, clean, professional attire)

• Paperwork such as forms or invoices

• Company brochures and business cards

• The company's website

• Any physical tools used to perform the service (e.g., cleaning equipment)



All of these physical components can influence your customer's perception of the service as well as his or her experience

of the service. For example, if the building in which the service is provided is run down or the furnishings are tattered,

those things may give your customer a more negative perception as well as a less favorable experience of the service you

provide. On the other hand, if the service is provided in a really nice building with beautiful furnishings, that may have a

much more favorable impact on your customer. Even if the actual quality of the service is the same, the physical evidence

may influence the customer's overall perception.

IT Infrastructure Service

Data Center Management. Ensure smooth business and IT operations at the heart of your

organization. Leverage TCS’ outstanding track record of excellent service delivery and best-in-class

processes.

End User Computing Services : Increase end user productivity by standardizing multiple

environments, resulting in greater stability, availability, and cost-effective operations.

Managed Security Services : Collaborate with TCS to create a security strategy that will addressthe specific needs of your organization; ensure data and infrastructure security, integrity and

confidentiality; promote increased responsiveness through defined service levels; and provide the

flexibility required in today’s dynamic environments.

IT Infrastructure Services

IT Infrastructure Service



PROCESS IN AN IT FIRM

The business process in IT sector is very complex and technical in nature.An IT Business process defines,

designs and delivers technology-enabled business solutions that help Global companies win in a Flat

World.

It offers business and technology consulting, application services, systems integration, product

engineering, custom software development, maintenance, re-engineering,independent testing and

validation services, IT infrastructure services and business process outsourcing.The Business Process

should be consumer-friendly.

SERVICES OFFERED BY AN IT FIRM

Application Management

Application Lifecycle Management (ALM) is a continuous process of managing the life of an

application through governance, development and maintenance. ALM is the marriage of business

management to software engineering made possible by tools that facilitate and integrate requirementsmanagement, architecture, coding, testing, tracking, and release management.

Migration & Re-engineering

Right tools,methodologies, and templates to create functionally rich systems for meeting existing and

future customer demands.It eases complexities and optimally quick migration and re-engineering of

critical business processes.

System Integration

Integrating multiple IT systems that cater to different functions,departments and stages in product

lifecycle.It combines right tools and methodologies of an enterprise with world class knowledge and

experience.

Testing

Testing is an investigation conducted to provide stakeholders with information about the quality of

the product or service under test. Software testing also provides an objective, independent view of the

software to allow the business to appreciate and understand the risks of software implementation.

Test techniques include, but are not limited to, the process of executing a program or application withthe intent of finding software bugs.

Performance Engineering

Performance engineering within systems engineering, encompasses the set of roles, skills, activities,

practices, tools, and deliverables applied at every phase of the Systems Development Life Cycle



which ensures that a solution will be designed, implemented, and operationally supported to meet the

non-functional performance requirements defined for the solution.

Customer Application

This application contains the minimum information and documentation about the technicalities of

the product.

Development

All activities pertaining to the final development of the product.

The Service Desk

It is intended to provide a Single Point of Contact ("SPOC") to meet the communications needs of

both Users and IT and to satisfy both Customer and IT Provider objectives. ("User" refers to the actual

user of the service, while "Customer" refers to the entity that is paying for service).

PEOPLE ASSOCIATED WITH AN IT FIRM

Stakeholders

person, group, organization, or system who affects or can be affected by an organization's actions.e.g

managing director,etc

Employees

I. Project HeadThe head of the operations.

II. Technical Staff Engineers and assembly staff

III. Supporting Staff Receptionist,customer relationship managers,gatekeepers,etc.

Shareholders

The ultimate Owners

Distribution Channel Members

Not only it includes the various intemediaries but also other retail outlet through which an IT organization

can market and sell its products

Suppliers



The channel members who provide the raw material for the final product to be made.

Customers

I. All Service and professional organizations.

II. Individuals

People in an IT sector constitutes an important part of it.Not only an IT firm requires a able

and competent staff,but also its customers are from varied fields.

Sensor technologies to be the new growth driver for IT sector

The new, thing, Infosys Technologies Ltd believes, is sensor technologies, and it, along with cloud

computing and the mobile Internet will drive growth in its business. As-we-know-them IT services are

going down in price. Sensor technologies integrated with IT networks, cloud computing, and the mobile

Internet will drive investment, and change how companies automate business processes in the future.

Sensor technologies essentially relates to the use of sensors to measure and react to events as they happen.

Cloud computing refers to the use of software over the Internet and the storage of information in a virtual

"cloud".Integrated sensor technologies can recognize a customer walking into a store and offer her new

products and customized discounts based on her previous buying behaviour.Such technologies form an“Internet of things”, adding that these would be used in everything from healthcare and retail to smarter

buildings and utilities.All this is already happening. GPS (global positioning system) services, for

example, can sense volume of traffic ahead and reroute you. Sensors placed or embedded in the body can

monitor sugar and blood pressure and alert the doctor automatically.

IT expects the use of such technology to grow exponentially. They are just creating point applications,

just getting started. There is no reason why this cannot be a global phenomenon where everything is

interconnected.Industry studies, shows the potential market is worth billions of dollars. They don’t need

to capture the market—just a small percentage to start with will make a significant difference.

Some of these technologies are already being used in Infosys offices. Motion sensors in a room, for

example, can turn off the lights when there is nobody there.Pradeep Udhas, head of IT sector advisory at

audit and consulting firm KPMG, says sensor technologies do have a potentially large market.

“Apart from commercial applications, the scope in government and security is also huge. It will be a new

play for Infosys. But they should go beyond solutions and integration by investing in applied research.They will have competition from places like China, with their experience in electronics, as these services

are not very language dependent,” Udhas adds.

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