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HCL’s Service Delivery Platform: Gaining Service Advantage through Industrialization

HCL’s Service Delivery Platform: Gaining Service Advantage through Industrialization

This paper examines the trend toward industrialized IT management in service delivery models of infrastructure outsourcers. This trend, paralleling the roadmaps of major providers of Business Service Management software, industrializes IT management by reducing the consequences of technological diversity below the highest levels of enterprise control. Industrialization is like a universal translator that allows an Operations Bridge to communicate with all systems as if they were speaking a single language. The technologies and architectures for this type of abstraction are just now becoming available, and outsourcers seem highly motivated to invest the resources to implement a working model.

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