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Cross Functional Services

Need for Cross-Functional Services

The traditional approach of running IT services rests upon a tier-based siloed structure wherein multiple functional groups operate independently on delivering services associated with a particular technology. The tiered structure within these functional groups leads to multiple sets of SLAs which might not be common across different functional groups. For example, a tier 1 of windows group may or may not have the same SLA’s to respond to events as a tier 1 of UNIX group.
IT Organization Layout

At one hand, this silo based structure helps in achieving operational excellence within the functional group but on the other hand, these functional silos have the same costly duplication and inefficiencies along with inability to standardize processes across all silos. Moreover, business does not necessarily see the services and its associated components the way IT looks at them. Hence, a silo based approach raises some fundamental questions like –
  • Who really owns the service?
  • Who talks to business to understand the service demand?
  • Who is responsible for the service definitions & design of the service for business users?
  • Who owns the experience the business has when using the services?
  • Who is responsible for poorly performing services that impact business goals and objectives?
  • Who will drive standardization of processes across silos?
  • Who is responsible for driving architecture & standards across these silos?
  • Who is responsible for overall compliance to the laid out audit & legal requirements?

HCL Cross Functional Services

HCL’s Cross-Functional Services (CFS) is a comprehensive solution to all the concerns raised by silo based IT operations. CFS relates to coordinating and synergizing the activities of different functional units for realizing the super-ordinate cross-functional goals such as constant innovation, improved quality, lower costs and seamless delivery of IT services. A cross-functional layer cuts across the functional silos to help reduce the inefficiencies while ensuring the benefits of operational excellence when operating in silos. This CFS layer is responsible for stitching the service experience in totality from the service components being delivered by the respective functional groups.
HCL Cross Functional Services
The cross functional layer is also responsible for performing process governance to measure and improve the effectiveness of the laid processes to get maximum operational efficiency. It also leverages automation solutions to implement the processes in order to drive productivity and efficiency across the functional groups and across various tiers within these groups.

Benefits of CFS

  • Enables IT alignment to business requirements & dynamics
  • Provides high level of visibility to business
  • Provides a perfect communication platform for Robust IT governance
  • Enable integrated service level management
  • Provides a right platform for achievement of ideal IT/gold standard
  • Precludes blame-storming between service towers
  • Enables achievement of process, productivity & efficiency improvement


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