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HCL offers complete Application Management Services portfolio including zero-impact Knowledge Transition through our proprietary ASSeT Framework and delivers round the clock application monitoring, incident management, service request management and SLA / KPI management through our MaSCoT framework. The framework outlines the complete journey from transition to steady state with a focus on continuous improvement and value creation. For AMS engagements, HCL utilizes its Managed Application Services Tools (MAST™) 2.0 which is a comprehensive tooling framework that supports all processes in Managed Application Services including quality assurance, knowledge management, test management, project management, demand management, governance and transformation.
HCL utilizes its global delivery model that has delivery centers strategically located across the globe to provide clients with 24x7 (follow the sun) service coverage. Our” follow the sun” service delivery model is enabled through our network of centers that utilizes a perfect blend of onshore, offshore and near shore centers to provide the optimal support coverage model.
We are focused on creating a Next Gen ITO which is the leading edge of standard Managed Services. The objective of this framework is to reduce manual intervention for support and development which is nearly 60% of all IT expenditure in most companies. HCL is helping customers in transforming their business models with HCL proprietary DRYiCETM framework. HCL’s standard service management processes have been defined in line with ITILv3 and incorporated into our MTaaS™ (Managed Tools as a Service) Remedy solution. HCL typically implements an IT Service Management Applications Layer providing an ISO20000 accredited, ITIL v3 compliant Service Management process model with workflows for Incident Management, Problem Management (including KEDB), Change Management, Service Request Management, Asset Management, Service Level Management and an underlying core CMDB.
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