Next-Gen Service Desk

The modern workplace is digital and hybrid, demanding an ‘everywhere productivity’ efficiency. The next-gen service desk is an absolute imperative — and it must deliver personalized and end-to-end experiences designed for customized outcomes and enabled by disruptive technologies.

Mphasis Next-gen Service Desk designs and creates end-to-end digital workplace experiences for anytime, anywhere collaboration. Powered by AI, automation and analytics, we deliver omni-channel efficiency to reimagine workplaces, workspaces and workforces.

SERVICE DESK OFFERINGS

Our service delivery core is to develop an operating model with strong foundation of user-friendly platform, self-help content and appropriate options ensuring faster turnaround time of service tickets while engaging with the live agent.

Platform Setup

Coherent Platform for shared delivery
Mphasis IP: InfraGenie^TM, MyIT, CognitiveGuru Virtual Agent, Service Desk Portal
Vendor Partnerships with kore.ai, DEX Solutions & NextGen tools

Omni Channel Support

Dealing with Technology at the first contact
Immersive portal for asynchronous contacts
Channel switching

Platform Accelerators

Inspiring Innovation: Management Task
Optimize ITSM: All in one tool

Service Design Index (SDI)

Foundational Blueprint for Delivery Setup
Guideline & Assessment Template for Transition

Delivering predictable outcomes in a transparent, scalable, and agile model using frameworks with high focus on process rigor and execution excellence.

TRG led Landscape Analysis

Quantify the optimization opportunity
Baseline CMO, Roadmap to FMO

Transformation Charter

Identify fit for purpose accelerators
Automate & Empower

Transformation Execution to deliver value

Client End Automation: MyIT App
Zero Touch Fix: SSPR, Orchestration
Self Fix: Virtual Assistant, User Guides

Service Improvement

Proactive Problem Management
Shift Left & Workflow Routing

Quantitative approach-based transformation charter to harness “Real Value” from technology using fit for purpose interventions and bite size automations.

Measure Success

GSD Benchmarking Dashboard
Performance Analytics driving efficiency gains
Measurement Plan Reports and Dashboards
Reporting Automation

Delivery Excellence

Predictive Hiring & VARK Learning Model
Futuristic Support Roles & Org Structure
Resource Competency - Proficiency Matrix
Multi-Level Governance
Employee Engagement & Experience

Delivery Frameworks

Manage predictable outcomes
Repurpose to suit business needs

Quantifying user experiences and eliminating experience barriers for successful execution.

User Experience Index (UEI)

Redefine success by measuring key lead indicators of User Experience
Going beyond SLA’s

Design Thinking Workshop

Ethnographic research for user insights
Reduce Cognitive load on user
Persona defined service strategy

Adoption Support

Evangelizing Management of Change
Available vs Deployed vs Adopted

Digital Employee Experiences

Leveraging AI-powered analytics and visualization, we integrate real-time diagnostics across the employee experience life-cycle — so that we proactively identify, diagnose, and resolve issues with omni-channel effectiveness. Desktop agents, which reside on computing devices, monitor their performance. Our recent partnership with kore.ai bolsters our offerings with conversational AI products and solutions that elevate employee experience.

MPHASIS IP FRAMEWORKS

Delivery Templates - Predictable outcomes managed using over 150 plus delivery templates created by leveraging learnings from multiple projects and implementations

MyIT - A toolkit created in-house with inputs from service desk stakeholders to empower users with eliminating need for support.

Management Task - Harnessing operational efficiency from Service Management tools to engage Service Desk Management via alerts on pre-defined points of failure.

SEERR - Repeat caller framework to tag, report, and prioritize users seeking an update on an existing ticket.

KERD - Framework to manage outcome on an outstanding ticket, and enable ticket lifecycle management.

TRG - Quantitative Assessment model to analyze ticket landscape and propose transformation journey.

Tier Matrix - Standard categorization across multiple deliveries enabling automated ticket routing and dispatch workflows based on unique tier combinations.

FMS - Feedback Management System to enable shift left by encouraging L2/L3 resolvers to provide inputs via notification flag that triggers knowledge management workflow for faster and cost-effective resolution.

Service Desk Portal - Operational Management Tool for Service Desk in use for 17+ years featuring digital learning library, performance management, templates and trackers, employee connect pulse surveys, reports and dashboards.

MPHASIS ADVANTAGES

Mphasis next-gen service desk has 20 plus years of proven track record delivering enterprise technology services with long-term customer relationships.