Innovation Journal - Cognizant

REWIRE - KIOSC AVM
The team summarized the most important findings:
Business users reported reliance on experts to resolve data
issues. This led to the need for a robust knowledge management
foundation for knowledge assets and training.
Managers at the client end reported slipping deadlines, resulting in
business escalations. This signaled a need for integrated service
management to ensure proactive planning and periodic reviews.
Global incident managers said there were too many high-severity
L1 tickets with no structured root cause analysis. This led to the
formation of operational blocks, which focus on operational
execution through proactive prevention and coordination with the
customer ecosystem.
innovation should provide a holistic view and a proactive approach and
also that it should be technology/portfolio/business unit agnostic and
allow every portfolio team to execute excellence every day.
“KIOSC is very detailed and ensures that all the aspects of
the managed services model have been covered.“
– AVM Service Engagement Manager
New members of the team felt there was a lack of structured and
formal knowledge transfer processes and, as a result, risked
missing SLAs. This led to a need for scope management to
address gaps in scope and ensure service delivery.
Application managers said they were unhappy with the quality of
the updates provided by the support team. This led to the
formation of change management, which ensures improved
schedule, quality and cost adherence.
These insights gave the team a fair idea of the causes of service
failures, as well as the must-haves vs. good-to-haves. They had
identified the core components of a service delivery framework that
would highly satisfy customers. It was clear that the service assurance
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