Overview
At LTIMindtree, we implement managed services for our insurance customers through resilient and seamless experience-driven service delivery. Our Managed Services approach is based on an ‘Operate to Thrive (O2T)’ framework delivered by a proficient team focused on persona-centric support. This is fueled by Converged Ops, rapid response to incidents using AIOps, continuous and autonomous automation for better service levels, Gen AI-powered support, and change delivery.
Operate to Thrive Framework
Our O2T framework fully aligns with the insurance ecosystem’s changing needs, dynamic environments involving parallel transformations, and hybrid multi-cloud environments, adopting new ways of working (Business & IT) and ensuring a diverse workload.
Our Operating Model
Our O2T operating model adopts ConvergedOps methodology, based on the tenets of ‘Respond->Restore->Resolve and Reimagine,’ which helps achieve the goals at each level. It is also aligned with ITIL and encompasses Service Desk and Command Center Specialists, who have a keen focus on continuous improvement.
Gen AI-fueled Knowledge Fabric
Build a robust knowledge fabric by correlating structured and unstructured SDLC and IT datasets across ALM, ITSM, Code bases, Portfolio Management, CMDB, SOPs, COTS manuals, etc. This helps provide ready-to-use guided resolutions, proactive impact analysis, defect advisory, and optimized regression testing strategy, and enables effective in-sprint testing coverage.
Our Automation Platform
Our AIOps and Gen AI-powered platform enables comprehensive automation, from assignment, triaging, event correlation, Gen AI-powered SOP creations, situation management, auto-recommendations of guided resolutions, ‘drag-n-drop’ resolution definition, and touchless dispatch of resolutions, resulting in a drastic reduction in MTTR.
Persona-centric Design
Look at the incidents through the lens of business personas to be better aligned on the reasons and the urgency attached to a reported or proactively alerted issue. This is driven by shift-lefting the right opportunities to resolve at the first point of contact and reducing wait times for users on urgent but low-priority issues. Leverage self-service portals to provide pointed solutions to recurring issues that will be problem-managed in the long run. Focus on improving the business outcomes by translating urgent issues to business KPIs and specialized coverage during peak business events.
Reimagine Commitment
Ensure a pragmatic roadmap of continuous improvements, portfolio transformations, and modernization runways, which is a key focus area that is delivered through self-funded models such as flywheel methodology. Track the ‘Reimagine’ continuum as a service level agreement and incubate newer optimizations and innovations by partnering with CoEs and partners.
