HCL’s Approach to CFS
The service model for any service tower must be chosen based on:
- Where the service tower would reside in the IT Organization
- Who would own it
- What services the tower is expected to provide the IT and Business Organizations
Clarity on the above is extremely important, as its sets the right premise under which HCL will recommend the positioning of the service tower in the overall IT infrastructure of the customer. The figure below depicts the parameters upon which the Cross Functional Services (CFS) approach-based service tower within any IT organization is decided:
HCL believes that CFS in itself is a service tower which impacts both ‘run’ and ‘change’ the business elements of every IT business. This is because it has the highest proximity to business, which not only provides the maximum visibility (in terms of IT functioning) but also helps in establishing a right channel so as to align IT with the business. The inherent nature of HCL’s Cross Functional Services (CFS) approach is to bring in the right level of integration between multiple service towers of the IT organization and, thus, provide overall Service Level Management (SLM) that is aligned with business defined requirements.