Infosys : ServCentrale

Infosys had a legacy home-grown support tool, which was earlier used for its
support requirements. This tool had a huge gap in requirements from what
customers needed and was not able to accommodate those requirements owing to the
way that it was designed. Besides, the tool was on legacy technology, and had
scalability issues and hence required the development of a new service
management tool - ServCentralé. Today, ServCentralé serves as the key service
management support tool for a majority of the support provided across Infosys,
with three spokes of operational aims: To address the limitations of the legacy
application; Introduce the market standard features; and ITIL compliance.
ServCentralé serves as a Service Management tool where Infoscions can raise a
request/ticket for issues related to any Infosys Service Groups. It incorporates
one of the major functional areas of Service Management i.e. Service Support -
Incident and Problem management, under ITIL framework, to make sure that it has
everything in its environment to deliver 24/7 support on a day-to-day basis.

ServCentralé is hosted with 250+ service groups with a total user base of
more than 1.04+ lakh employees across Infosys. Currently, ServCentralé is having
4168 support personnel working on user requests from various departments across
Infosys. The biggest challenge however was Tracking, Prioritizing and
implementing Enhancement requests from various customers. Because of the huge
customer base, ServCentralé gets many enhancement and change requests from
various customers. Tracking, prioritizing and implementing the enhancement
suggestions and change requests, without affecting the existing design and other
LIVE customer groups was also one of the biggest challenges for ServCentralé
application development team.