HCL BPO To Deploy ITIL-based management solution

In a bid to expand its service offerings to a wider base of global customers, HCL’s business process outsourcing (BPO) division, HCL BPO will deploy HP’s ITIL-based management solution.

The implementation forms a part of an alliance between HCL Technologies and HP. Under this agreement the two parties have launched EnsureIT, which is an IT management program specially designed to boost the performance of HCL BPO’s IT environment.

Spread across eight geographically dispersed centers and with a workforce of close to 11,000 employees, HCL BPO will leverage EnsureIT as the single point of contact for end-user management. The new infrastructure management services will harness 400-plus servers and network infrastructure at HCL BPO.

Speaking on the occasion, Ranjit Narasimhan, President and CEO of HCL BPO said, "HCL BPO is constantly looking for ways to optimize end-user satisfaction. The partnership with HP has made it possible for us to leverage our infrastructure better so as to maximize utilization, performance and improve response time."

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The business needs being addressed by the EnsureIT will include, proactive monitoring of all infrastructure components, quick restoration of service in case of downtime, SLA (service level agreement) driven quality of service, impact on revenue and real-time information alerts to all stakeholders through multiple channels, including email, SMS and mobile.

With this initiative, HCL BPO will become the first BPO in the country to successfully deploy an ITIL-based management solution.