HCL’s Approach to CFS Model

The Service Model Strategy for any service tower is weaved around three fundamental things:

• Where in the IT Organization should the service tower reside?
• Who should own the service tower?
• What services should a service tower provide to the IT and Business Organization?

Clarity of the above questions is extremely important as its sets the right premise under which HCL would recommend the positioning of the CFS tower in the overall IT infrastructure of the customer. The figure below depicts the parameters based upon which the positioning of a CFS tower within any IT organization is decided:

HCL believes that Cross Functional Services in itself is a service tower which impacts both “RUN” & “CHANGE” element  of every IT business because it has highest proximity to Business which not only provides maximum visibility (in terms of functioning of IT) but also helps in establishing a right channel so as to align IT with Business. The inherent nature of Cross Functional Services is to bring in the right level of integration between multiple service towers of IT organization and hence provide the overall Service Level Management aligned with Business defined requirements.