Secrets to Value Based

ASM Revealed
HCL’s Alternative
Application Support &
Maintenance Solution
HCL’s Alternative
Application Support & Maintenance Solution

The Challenge How can HCL help?

Do you wonder how to… If you are wondering how to improve operational efficiency, reduce your IT costs
deliver predictive application and increase the business value of your enterprise systems, you are not alone.
management
It is time that you learned the secrets
provide operational excellence AND All IT Performance Targets are GREEN, but is Business happy?
of value-based ASM, shared by many
create value for business stakeholders
IT leaders at global 2000 companies.
replace your current ASM provider with
a low risk, no cost transition
HCL’s ALT ASM™ is an application
ERP availability: 99.5% Orders booked/per hour
drive efficiencies through innovation support and maintenance solution Response time: 500ms Deliver to customer on time & in full

change your organization, gaining which addresses the entire

Days sales outstanding

business process visibility for end-to- application landscape, infrastructure

end incident management & service desk in an integrated The IT and Business disconnect
manner.
Do you wonder why…
HCL’s ALT ASM™ delivers predictable, transparent and flexible services with
it is difficult to leverage savings from
committed operational gains across Custom and Package support engagements.
operations into project-based work
your business users complain even Our Business Aligned Target Operating model and proven Industrialized LEAN
when IT KPIs are all green ASM framework provide cost savings while leveraging your enterprise systems for
your support team is unable to align greater business value.
better with the business and deliver
improved business results The secret of successful ASM engagements?
your support organization can’t achieve
significant reduction in critical incidents
...unlock business value while reducing costs

HCL’s ALT ASM™ Service...

Business Processes (1..n)

Module/App (1..n) Creates Visibility into the causal relationship of business

VISIBILITY process components and IT transactions, helping to align IT
Database (1..n)
Aligned by Business Process Towers

Infrastructure services to business expectations, and deliver predictive

services
OperaƟng Model

Business Process Impact Rating (T, D, I)*

Generates Velocity by delivering services faster and
IT SLAs Key Business Process KPIs
VELOCITY eliminates waste, leveraging LEAN to deliver operational
Causal connect between
Process – IT SLA –
Run book –
Biz Process,
Business Process savings
Business KPI not module Monitoring Build

Delivers Value for business process KPIs that matter

through sustainable innovation and value generation
processes
VALUE
Reactive IT Ticket
to to to
Predictive Business Value

This service is embedded with HCL’s intellectual property,

* Transactors, Differentiators & Innovators
including:

Role based Customer Portals (metrics visibility)

Aligning processes to applications; SLAs to KPIs Value Portal (idea lifecycle management)
Prizm® (application-process-people mapping) for
portfolio optimization
Business Process Monitoring
Increased self-service via Known Error Database
(KeDB)
and a host of other customer specific initiatives.
Maximize the business value from your enterprise IT investments,
while minimizing the cost of system support

HCL ALT ASM™ will drive greater value Many best-in-class IT organizations have already
from your IT operations by delivering:
benefited from HCL’s ALT ASM™
A business function aligned operating Isn’t it time that you did too?
model which drives increased
productivity
Our Clients
Business Process Monitoring that Engaged Employees
Creating Value
A Leading Global
establishes a causal relationship Investment Bank
ALT ASM: 9000+ value creating ideas 13 million
tickets
Unique IP driven potentially worth USD 1.35 bn
between IT transactions, SLAs and A Leading
industrialized LEAN ASM proactively generated by HCL per year
Framework employees,1000+ ideas
business processes – sets up predictive Business Process Ability to move from service already implemented
and Document maturity to service excellence
maintenance Management and then to service innovation 35 years
Company of ASM
Committed value creation/value idea A Leading
experience

implementation @ 3 to 5% of total Communications

Services Provider
contract value 100,000+
A Major UK applications

A Lean ASM Framework that delivers Financial

operational gains of 5 to 15% & 10 to
15% reduction in incident volume
Application portfolio optimization
through function and person mapping
using Prizm®
Institution Creating
Leaders across Customer Delight
A Leading IT service lines Recognized by Forrester
Innovative Pricing Models
Only IOP to be identified as No. 1 in Customer
Producer
as a leader in 10 different
We commit to continuous cost
Satisfaction for Application
of Flavored take out. We can do sizing at
competitive benchmarking outsourcing. We guarantee
Beverages
studies across service line
an application level to provide
to you application-based
innovation as part of the
A Global contract
Healthcare
pricing which leads to
contractual flexibility
Leader

Zero Cost Transition: Our ‘No Cost

Transition’ guarantee offsets the impact
of changing service providers HCL’s Unique Value Proposition helps customers
choose HCL over other service providers

What we have delivered with our Clients

HCL has helped many organizations across
the globe and industries look beyond cost
savings, to bring in Business Value,
Business Velocity and Business
Visibility
Q Productivity index improvement by 150% for a F500
Business Aligned Target Operating document management company
Model for increased engagement
productivity Q 25% productivity increase in per person ticket handling
for a leading logistics company
Q 70% reduction in number of incidents for a top 10
Proactive problem management
telecom company
for predictable delivery and reduced
incident ticket volume Q 82% reduction in critical incidents for a leading logistics
company

Q 60% reduction in effort by creating a copy configuration

HCL helps organizations
transition from traditional
Effective Service Request management
to increase IT agility
tool for a global pharmaceutical company
Q 20% increase in CSAT level for a global investment
bank

resolution-time and
Q O2D time reduction by 50%
KPIs aligned to business processes
response-time performance for Business Aligned ASM Q Concept-to-pre-production time reduced by 40% for an
apparel giant
metrics for ASM, towards
Q
Q 48.6% operational savings delivered for a F100 global
business-aligned IT Committed operational gains from
investment bank
year one, with increased service levels
performance metrics through LEAN Q
Q 32% operational savings delivered for a leading
logistics company

Benefits – the ALT ASMTM way

About HCL
HCL is a leading technology organization
with revenues of $6.2bn and 90,000
employees operating from 31 countries with
services spanning Enterprise Applications,
Engineering, Infrastructure, Custom
Applications and, Process Outsourcing.
HCL was listed in the ‘World’s 5 most
Influential Companies to Watch’ by
Business Week, along with Facebook,
Craig’s List, SKS MicroFinance, Li & Fung.
ALT ASM™ Solution
Talk to us about our innovative ALT ASM™
solution and for a limited time you could
receive:
Support Lifecycle Assessment for no
cost, HCL will provide a 10 day maturity
assessment of your current support
services*
No cost R12 technical upgrade with a
3 year ASM contract*

Credentials 2500 to 4000 man-hours of any SAP

Ranked No. 1 for client satisfaction and
rated highest on Flexibility, Cultural Fit,
Vertical Industry Capability & Price
Competitiveness by a leading analyst
related offshore services at no cost
with a 3 year ASM contract*
*Terms and Conditions Apply

Outperformed top Indian & Global Tier 1

service providers’ revenue growth for
the past 3 years

The only Indian Service Provider to be

ranked as a leader in SAP services by
the three biggest analyst firms

9500+ ERP consultants delivering

services to 3 million end users from 30+
locations across the globe

Benchmarked by a leading analyst as a

leader in IT services across ADM, EAS,
Infrastructure and Engineering

HCL – a company that empowers its employees

to exceed customer expectations

www.hcl.com hcleas@hcl.com
Feb 2013/Ref 4648

© HCL 2013