Report on HCL Technologies: Service Portfolio and Client Benefits

This report provides an in-depth analysis of HCL Technologies, an IT consulting firm specializing in infrastructure solutions and IT system development. It examines various aspects of HCL's operations, including its business domain, service standards, core values, and organizational culture. The report details the goods and services offered, such as infrastructure systems, web applications, and engineering services, along with the Service Level Agreements (SLAs) established with clients. It explores the diverse service needs of HCL's clients, which range from secure solutions to expert assistance. Furthermore, the report analyzes the different levels of service provided, from call center support to customized engineering solutions, and highlights the opportunities for growth, such as the launch of new data tools. The benefits for both clients, like real-time data access and faster service, and for the business, such as industry-specific format support and scalability, are also discussed. The report concludes by summarizing the key findings and emphasizing the company's approach to service management and its service portfolio.

Contents
Introduction...........................................................................................................................................2
Business domain....................................................................................................................................2
Service standards...............................................................................................................................2
Values................................................................................................................................................2
Culture...............................................................................................................................................2
Goods and services............................................................................................................................2
SLA.....................................................................................................................................................2
Clients....................................................................................................................................................2
Service Needs....................................................................................................................................2
Level of service..................................................................................................................................3
Opportunities........................................................................................................................................3
Benefits to client................................................................................................................................3
Benefits to business...........................................................................................................................3
Conclusion.............................................................................................................................................4
References.............................................................................................................................................4

Introduction
HCL technologies is a consulting form that guides companies into developing their IT systems as well
as provides support in actual development and implementation of infrastructure solutions. This
report explores the case of HCL technologies which is an IT organization in the consulting space.
Business domain
Service standards
Service standards define customer expectations so that employees could know the obligations
Values
Core values of HCL technologies include team thinking, innovation in technology, adding values, and
doing the right thing.
Culture
HCL is a flat organization with a culture of cooperation in which employees work in collaboration on
projects. The company practices transparency and has centralized systems accessible to all their
workforce based on the project they are working on. The company is employee driven and solution
oriented. It has aligned HR practices that consider the performance of employees and give
appreciations based on that. The company encourages talented people in the organization and run
team development and people development programs to refine their learning and help them
perform better at work(CIPD, 2011).
Goods and services
Key products and services of HCL include infrastructure systems, web applications, engineering and
business services. They also provide some support services in addition to their core offers such as
self-help resources, remote support for issue resolution, online ticket creation for incidences, and
extended support for expiring products(Cliff Consulting., 2007).
SLA
SLAs are prepared between HCL and its clients that provide commitment to desired levels of services
in the form of an agreement signed between the two parties.
Clients
Service Needs
Service needs of HCL tech clients include(HCL, 2019)
 The customers need solutions to be highly secure so that their business operations and data
are protected
 Customers look for professional services that have capability to enable higher productivity in
the workforce and serve their customers better by giving them more satisfaction
 Companies often go through stages of crisis when they assistance from a consulting
organization. Thus, any client of HCl would need HCl to provide them assistance in such
resolutions.
 Customers of HCL need HCL to carry expertise in which the customer does not have
expertise and thus, have to capability to solve every related problem in the domain.

 The customer needs to bring change in the organisation to bring improvements in their
systems so there is a need for HCl to have knowledge and experience of using best practices
in change management(Galen & Bellamy, 2014).
Level of service
Level of service is a measure used for categorizing services based on their performance. HCL
provides support for IT management of their customers. This support can be provided at different
levels of services that include
Level 1: At this level, HCL provides call centre service which customers can use to get their problems
resolved remotely. It is a like a self -service in which customers have to make call themselves to
customer representatives and follow instructions provided on calls to resolve problems they are
faced with technology solutions they are using(Kisongoch & Nsubug, 2013).
Level 2: This level of service involves production support such that HCL would be giving customers
solutions that are specially developed, designer or customized for them by HCL.
Level 3: At this level, engineering solutions are framed for customers such that the conceptualization
and hard core development of solution are involved.
Level 4: At this level , even the architecture of the solution offered is developed by HCL for the
customer
Opportunities
The company is planning to launch data tools for enhancing file processing systems under its Z
innovation offering through HCL integration platform. The platform acts as a unified solution for
companies to integrate their company wide data and enjoy complex data management across
standards of data(Wickboldt, 2011.).
Benefits to client
The new integrated platform would bring the following benefits to the clients of HCL:
 The transformed data solution is real time and is easy to use by people across organization
which can increase the speed at which employees can provide service to their customers
Thus, the customers would get faster speed of deliveries and query resolution
 With integration of data , customers would be able to keep track of things in the real time
which would enhance productivity for them
 HCL clients can have access to exclusive resources including best practice guide which can
help them enhance their owner service to their customers(HCL, 2019)
Benefits to business
The new integrated platform would bring the following benefits to the clients of HCL:
 Industry specific formats would be taken care of such that the client organization would not
have to worry about taking care of multiple formats at the back end and can have the
freedom to use any with integration.
 The project would help companies keep pace with the compliance needs as well as provide
support to their business processes through integrated processes.
 The solution is highly scalable such that the company would have support even if the
company has its customer base increased in future

 Industry standard toolkits ensure that the company has best practices at leverage
Conclusion
The idea behind creation of this report is to explore how a services organization work and how it
manages its service portfolio. . The report explores the service standards, values, products, services,
clients and opportunities of the company.
References
CIPD, 2011. Developing organisation culture Six case studies, s.l.: CIPD.
Cliff Consulting., 2007. A Systems Implementation Project Planning Guide, s.l.: Cliff COnsulting,.
Galen, A. v. & Bellamy, L. J., 2014. Resilience Case Studies, s.l.: Anne van Galen Consultancy.
HCL, 2019. Infrastructure Management Services. [Online]
Available at: https://www.hcltech.com/it-infrastructure-management-services
[Accessed 09 April 2019].
HCL, 2019. Products and Platforms. [Online]
Available at: https://www.hcltech.com/products-and-platforms
[Accessed 4 April 2019].
Kisongoch, G. & Nsubug, A., 2013. IT Project Management Methodology : Project Scope
Management Support Guide, s.l.: NITA.
Wickboldt, J. A., 2011.. A framework for risk assessment based on analysis of historical information
of workflow execcution in IT systems, s.l.: LUME..