DRYiCE SX increases user efficiency by 50% and saving on hardware costs by 30% | HCL Case Study

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The client is a leading global IT Service provider operating in 41 countries across the globe. The organization offers products, solutions, services and IP built around digital, IoT, cloud, automation, AI, among others.

The client was grappling with multiple service catalogue for both IT/non-IT services. The company required a comprehensive solution to aggregate diversified services from its suppliers to address every aspect of service integration and achieve the full range of business benefits.

We deployed the DRYiCE SX platform that empowered the client to streamline its service operational model by aggregating diversified catalogues for various services from multiple suppliers. DRYiCE SX became a single-stop shop for enterprise users, facilitating request handling of any and all services, providing a unified experience. It helped business leaders in plugging the growing gap between user expectations and experiences by allowing enterprise suppliers and consumers to connect for business transactions in an XaaS (Everything as a Service) ecosystem.

DRYiCE SX is based on the IT4IT Reference Architecture, while also being flexible enough to be configured to align to the ITIL framework. The product comprises of six modules:

  • Service supply chain management
  • Service metering and billing
  • Service fulfilment and support
  • Portfolio and catalogue management
  • Self-service consumer portal
  • Service availability and performance reviews

As a result of the deployment, the client experienced up to 50% improvement in user efficiency and 30% reduction in hardware costs. A rapid reduction in human error-prone manual intervention was observed due to a reduction in service desk operations.

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