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RSA FRAMEWORK DEFINING INDUSTRIALIZED SERVICE DELIVERY MODEL

IP.com Disclosure Number: IPCOM000245632D
Publication Date: 2016-Mar-23
Document File: 6 page(s) / 403K

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R SRINIVASAN: INVENTOR [+2]

Abstract

While IT services (especially infrastructure services) are increasingly moving towards industrialized way of delivery wherein people dependency is minimized and dependency on processes and tools is high, a framework which defines the constituents of such industrialized way of delivery will help understand the delivery model and lead to a better leverage of those constituents. This paper aims at explaining those constituents in the form of a framework and also lays out the delivery approach utilizing that framework. Industrialized service delivery is composed of (R) repeatability, (S) standardized and (A) automated (collectively given an acronym of RSA) activities and achieving higher maturity of industrialization relies on improving the leverage of these components. I = RSA is a simple formula that summarizes this paper.

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RSA FRAMEWORK DEFINING INDUSTRIALIZED SERVICE DELIVERY MODEL

ASHOK KUMAR SRINIVASAN,RSRINIVASAN.

Abstract: While IT services (especially infrastructure services) are increasingly moving towards industrialized way of delivery

wherein people dependency is minimized and dependency on processes and tools is high, a framework which defines the

constituents of such industrialized way of delivery will help understand the delivery model and lead to a better leverage of

those constituents. This paper aims at explaining those constituents in the form of a framework and also lays out the delivery

approach utilizing that framework. Industrialized service delivery is composed of (R) repeatability, (S) standardized and (A)

automated (collectively given an acronym of RSA) activities and achieving higher maturity of industrialization relies on

improving the leverage of these components. I = RSA is a simple formula that summarizes this paper.

Keywords: IT services maturity, framework, repeatability, standardization, automation, industrialized services, infrastructure

services.

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INTRODUCTION

Industrialized services is one of the levers that Cognizant considers for maintaining non-linear growth of revenue and margin within Infrastructure Services. So far, a few key steps have been taken in that direction in terms of building a shared services model, maintaining a common set of tools & processes across customers, introducing automation across a few tasks. However, what is lacking today is a methodology/mechanism that can help understand/assess the level of maturity a business unit has achieved with respect to industrialization and what steps they need to take to move up the maturity chain. This is precisely the requirement that this proposed method addresses.

CONTRIBUTION/ADVANTAGES:

This proposed method intends to help a business unit within infrastructure services to understand the level of maturity they have achieved on industrialization within their business unit. Higher the maturity value

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better it is for them to grow the business non-linearly. Industrialization of services is a key lever that will be help an infrastructure services business unit in following ways:

A. Predictable outcome irrespective of the person executing a task/activity

 B. More output with limited input (here the technicians solving customer's problems and managing requests) - improvement of efficiency

 C. Non-linear growth of revenue and margin because more number of activities/tasks are achieved with same (if not less) number of people. More number of people need not be added to achieve higher revenue growth.

SYSTEM OVERVIEW

The proposed method encompasses the following phases for accomplishment of RSIA:  Repeatability
 Standardization
 Automation

Basic premise of the proposed method can be explained as follows:

∑ In = Rn * Sn * An

Inis industrialization index, Rn is repeatability index, Sn is standardization index, An is aut...