Innovation Journal - Cognizant

REWIRE - KIOSC AVM
When the team grouped the activities into five building blocks –
knowledge management, integrated service management,
operations blocks, scope management and change management --
the name of the new framework emerged: KIOSC.
The team worked out the final details, implemented the framework
as a pilot and presented the outcomes to the leadership team. With
a few tweaks and recommendations, they were ready to present the
findings to the client’s CIO. The delivery director explained to the
CIO that KIOSC works as an assessment tool for project health, and
he highlighted how best practices from various flagship accounts
were incorporated into the KIOSC framework. KIOSC, he said,
would help build a strong foundation for AVM projects, which would
improve confidence in the uniformity and consistency of Cognizant’s
service delivery and minimize the risk of service failures.
enterprise social media like blogs and portals and using every tool
under the umbrella of change management.
In the end, everyone including the client CIO was thrilled. The KIOSC
service assurance framework, he said, had brought structure to their
large engagement.
The next few months were spent implementing the framework,
training people to use it, conducting workshops, leveraging
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