1、IT AND BUSINESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL ECOSYSTEM2|IT AND BUSINESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL ECOSYSTEM External Document 2022 Infosys LimitedIT AND BUSINESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL ECOSYSTEM|3External Document 2022 Infosys LimitedContentsEnterprise

2、s migrate across three horizons 6Digital experiences 9Business process as a service 11AI operations and automation 14Agility and innovation 16Resilient operations 18Hybrid cloud 20Service management 22Advisory council and contributors 24Enterprises must deliver digital and intelligent experiences to

3、 stay ahead.With rapid strides in IT business operations,the focus has shifted from cost reduction to business agility and customer experience.Business and IT operations assume significant importance in this context,as they exponentially increase synergies across digital transformation programs for

4、a perceptive customer and employee experience.4|IT AND BUSINESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL ECOSYSTEM External Document 2022 Infosys LimitedIT AND BUSINESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL ECOSYSTEM|5External Document 2022 Infosys LimitedTechnologies such as artificial intelli

5、gence(AI),internet of things(IoT),big data analytics,hybrid cloud,and conversational experiences carry immense opportunities,but simultaneously pose unexpected threats.Organizations struggle to sense these threats beforehand,and thus,fail to take adequate measures.Enterprises relentlessly drive digi

6、tal transformation programs to gain a competitive edge,but siloed and complex implementations of IT-run services make the current IT landscape extremely complex.Organizations should adapt IT and business operations(ITBizOps)for business outcomes that foster integrated end-to-end enterprise managemen

7、t services.This approach unlocks a gamut of synergies.It transforms enterprise management services from traditional IT service level agreement(SLA)governed services to business services,driven by key performance indicators(KPIs).For business operations to flow smoothly,collaboration is required thro

8、ughout the enterprise,and not just in IT.This kind of operating model comprises small teams of agile practitioners who cocreate value and ensure employee and customer experiences are as good as those offered by the leading tech giants.That said,ITBizOps helps transform a slow,reactive organization w

9、ith departments working in silos into an integrated work environment that is adaptive,evolving,and continuously learning a live enterprise.6|IT AND BUSINESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL ECOSYSTEMExternal Document 2022 Infosys LimitedEnterprises migrate across three horizons(H1 to H3)Sev

10、eral trends are shaping the ITBizOps arena over the next few years.In this report,we have discussed these trends across three horizons,where Horizon 1(H1)is the current state,Horizon 2(H2)is the forecast for the next one to two years,and Horizon 3(H3)is beyond that.Traditionally,most organizations v

11、iewed IT as a business enabler,which made low-cost IT operations a key driver.Now,technologies such as AI and extreme automation lead to brilliant efficiency and cost savings.With this,business agility and customer experience become key priorities.It is essential to understand customer journeys and

12、identify and eliminate friction points in real time.For this,organizations adopt development operating(DevOps)models with integrated businesses,application development,and operations teams.They use extreme automation powered by AI and cognitive bots to make operations zero touch.H2s focus is to make

13、 enterprises more nimble,resilient,and sentient.As technologies like distributed ledgers will mature in H3,blockchain-based ecosystems will form across various domains.This will make the entire value chain responsive and robust,driven by smart contracts.We have explored ITBizOps key trends across th

14、e following domains:Digital experiencesBusiness process as a serviceAI operations and automationAgility and innovationResilient operationsHybrid cloudService managementIT AND BUSINESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL ECOSYSTEM|7External Document 2022 Infosys LimitedFigure 1.Market dynamics

15、across the three horizonsSource:InfosysH2AGILE,AUTONOMOUS ENTERPRISES POWERED BY AI WITH A CUSTOMER FOCUSH1EFFICIENT AND MODERNIZED ZERO-TOUCH ENTERPRISE KEY PATTERNS Immersive,intelligent,self-created experiences Cognitive,decentralized,smart contract-driven ecosystem processes Autonomous operation

16、s Agile business value chain spanning the entire ecosystem Multicloud portable and interoperable applications,platforms,and infrastructure Agile business service management with BizDevOps,DevSecOps Personalized digital experiences Predictive enterprise business processes Al-driven intelligent automa

17、tion Agile,resilient enterprise with nimble processes,IT and people Hybrid cloud with interoperable public and private cloud applications,platforms,and infrastructure Enterprise service management,DevSecOps Help desk,generic messaging Integrated enterprise business processes Task and robotic process

18、 automation Agile IT Resilient IT systems Virtualized private cloud infrastructure with limited public cloud adoption IT service management based on Information Technology Infrastructure Library(ITIL)H3MORE AGILE,RESILIENT AND TRUSTED ECOSYSTEMS THAT ARE DECENTRALIZED AND CUSTOMER-CENTRICA decentral

19、ized digital ecosystem creates more agile and resilient value chains and smart,contracts-driven business processes.Immersive,intelligent experiences are developed using computational design,no-code platforms and modernized multicloud interoperability and portability.With a focus on product,teams emp

20、loy design thinking,BizDevSecOps,and living labs to facilitate faster,customer-centric innovation.Hybrid cloud interoperability across systems creates more resistant,self-healing IT systems in an autonomous enterprise environment.Al-driven automation and DevSecOps improve team agility,reliability an

21、d customer service.As part of their digital transformation journey,IT operations adoptmore nimble processes with a virtualized,on-demand infrastructure and platforms.This results in greater efciency,responsiveness,and automation.Velocity,Variety,Volume8|IT AND BUSINESS OPERATIONS TOWARD A DECENTRALI

22、ZED DIGITAL ECOSYSTEMExternal Document 2022 Infosys LimitedFigure 2.Key trends across technology domains Source:InfosysBusiness processas a serviceResilientoperationsAgility andinnovationTrend 1 Conversational customer service and experience augment user experienceTrend 2 Enterprises quickly enhance

23、 user experience with micro-feedback and nudges Trend 3 More immersive experiences for field service operationsTrend 14 SRE-driven,multicloud management to achieve operational efficiency and better service availabilityTrend 15 Cloud-native technologies adoption to build platforms for accelerated inn

24、ovation and speed to marketTrend 16 Business outcomes become the new measure of service managementTrend 17 Upgrade from IT service management to enterprise service managementTrend 4 Enterprises increasingly use process mining solutions to fix upstream root causes to prevent downstream issuesTrend 5

25、Industry data exchanges and vertical/enterprise outcome-based platforms gain prominenceTrend 6 Cognitive,extreme automation,and digital worker management with a focus on risk and complianceTrend 7 Shift to a sentient digital workforce from simple runbook automationTrend 8 Ticket triaging,solution pr

26、ediction,and auto resolution become eminentTrend 9 Rapid advancements in computer vision and AI ease field service operations Trend 10 Shift of innovation centers and rapid innovation deliveryTrend 11 BizDevSecOps to drive agility in business operationsTrend 12 Increased adoption of AIOps-driven sit

27、e reliability engineering and edge resiliency Trend 13 Performance management to become integrated and ecosystem-drivenDigitalexperiencesAI operations andautomationHybrid cloudServicemanagement IT AND BUSINESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL ECOSYSTEM|9External Document 2022 Infosys Limite

28、dOrganizations increasingly shift from traditional,siloed channels to collaborative and cognitive networks.The focus is to provide a personalized experience,where channels comprise intelligence layer support to understand the users needs and suggest relevant alternate options.This macrotrend is poss

29、ible by advancing more interactive channels and personalized context based on user preferences for different user groups within same domains or subgroups.Individual experience configurations,combined with interactive channels that provide instant feedback,enhance the overall digital experience.Conve

30、rsational chatbots,democratized user experiences,personalized customer journeys,and contextual interactions take digital experience to the next level.DIGITAL EXPERIENCESTrend 1 Conversational customer service and experience augment user experienceEnterprises once relied on traditional channels like

31、e-mails,the web,and SMS messages to facilitate the digital experience.But these siloed channels forced customers to complete their interactions within a single channel.The need for collaboration led to new communication channels like Microsoft Teams and WhatsApp Business,which removed the silos and

32、created a consistent omnichannel experience.Demands for a personalized experience have led to more interactive conversations between customers and fulfillers through these channels.Powered by interactive chatbots and integrated across modern channels,traditional customer care centers are evolving in

33、to customer experience centers.This is good for employees and customers.10|IT AND BUSINESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL ECOSYSTEMExternal Document 2022 Infosys LimitedTrend 2 Enterprises quickly enhance user experience with micro-feedback and nudges Managing customer feedback and prefer

34、ences via digital experience management fosters customer satisfaction and new business opportunities.The customer experience center has become a customer engagement center with proactive nudges,which combines the customers data elements,past interactions,and current preferences.This new customer eng

35、agement framework allows enterprises to timely address and resolve a customers requirements.Contact centers still deal with a dissatisfied and disengaged workforce primarily due to the lack of efficient tools that empower agents with the right knowledge and behaviors.With new technology,customer exp

36、erience centers can automatically analyze voice data to generate insights that can detect a customer issue in its infancy.AI-based systems help employees access holistic customer data,generate real-time transcriptions for smoother transfers,understand customers tone and intent,and identify learning

37、requirements.A major telecom company,in partnership with Infosys,built a cognitive chatbot solution for automated query resolutions and better collaboration across its global tax audit team.For the firms chatbot system,Infosys implemented the multichannel IBM Watson with Genesys solution.The firm al

38、so utilized Amazon Connect(an AWS CCaaS Platform)to modernize its contact center.A UK-based consumer goods company partnered with Infosys to reimagine the digital experience through a cognitive-first approach.Moving away from traditional channels like e-mails,the digital experience is now powered by

39、 the Live Enterprise Application Management Platform,along with Digital Brain,to bring in a proactive nudge framework for various personas.The agents working on top of a knowledge graph drive intelligence with personalized experiences for different roles.Trend 3 More immersive experiences for field

40、service operationsTechnologies such as IoT,AR,and VR have become game changers for field service operations.VR solutions efficiently train engineers and AR solutions provide right information to them during field visits,making it easier to fix issues and avoiding multiple visits.AR solutions also en

41、sure that precious knowledge is kept in-house while making new engineers more productive in the shortest duration.In this paradigm,details of target hardware components can be displayed on a smartphone,tablet,or wearable glass device.AR-component infused applications increase first-time resolution r

42、ates by offering contextual help in real time.A multinational conglomerate,in collaboration with Infosys,developed an AR/VR-driven field services operations solution.The firm produces fire,HVAC,and security equipment for buildings.The solution extracts and displays details about field equipment to f

43、ield engineers,enabling better equipment maintenance and issue resolution.IT AND BUSINESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL ECOSYSTEM|11External Document 2022 Infosys LimitedBUSINESS PROCESS AS A SERVICECompanies now use predictive and cognitive process management to drive efficiency,effecti

44、veness,and stakeholder experience.This allows them to understand their process landscape better,promote decision making,and review their operating models from a fresh perspective.More recently,enterprises have employed a more proactive,exception-based management approach,driven by process discovery

45、and automation solutions.These systems enable early adoption of automated root cause identification and analysis.Now,decision support systems focus on the next best action/predictive process monitoring analytics and recommendations,which lead to the early evolution of proactive command centers for e

46、nd-to-end process landscapes.Operating models are also impacted,as enterprises move to industry platforms focused on touchless processing and enhanced customer experience,extreme automation/digital worker management,and low-code,no-code(LCNC)business process management orchestration.The H3 horizon m

47、ap moves toward automated process optimization,with a focus on proactive risk and compliance flagging.Enterprises adopt more intuitive bots,AR assistants,and deep learning assisted business resiliency to shift to cognitive process management.AI will lead enterprises to explore cross functional data

48、exchanges,industry-specific,machine learning(ML)trained virtual agents,and blockchain-based trust systems and processes.Trend 4 Enterprises increasingly use process mining solutions to fix upstream root causes to prevent downstream issuesMost enterprise resource planning solutions focus on seamless

49、processes within the boundaries of the organization/functions.However,the fallouts at the boundaries lead to massive inefficiencies.12|IT AND BUSINESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL ECOSYSTEMExternal Document 2022 Infosys LimitedTrend 5 Industry data exchanges and vertical/enterprise outc

50、ome-based platforms gain prominenceMore enterprises now prefer stack-based solutions to address industry problems.Delivered as a managed service,businesses utilize a domain with digital LEGO blocks and an operations approach.Evolving from function-focused transaction platforms on the cloud,these ind

51、ustry platforms now focus on touchless processing and enhanced customer experience.Industry platforms and exchanges will significantly enhance stakeholder experience while accelerating process effectiveness.This will enable organizations Enterprises need to adopt process mining solutions that provid

52、e visibility across the value chain beyond functional silos,enabling upstream root cause fixing to prevent downstream issues.Process mining is about applying data science to discover business processes.Mining helps teams understand process performance in terms of key business metrics and highlights

53、process steps contributing the most to inefficiencies.Taking this a step further,many forward-thinking firms have used process analysis to identify parts of their supply chain that are falling foul of ESG commitments and rectify them in real-time using a sense-analyze-respond-evolve digital backbone

54、 that acts on insights to meet business SLAs.These solutions also help understand customer journeys and identify friction points,optimizing business processes.A leading process mining technology vendor partnered with Infosys for end-to-end visibility of several business processes,including order to

55、cash,purchase to pay,accounts payable,accounts receivable,production planning,quality management,and manufacturing execution system.End-to-end visibility of finance processes helped the firm reduce lost cash discounts from 85%to 60%in just months.to stay current on the technology roadmap while impro

56、ving cost efficiencies in their IT spend and operations management.Enterprises need to identify areas that can drive end-to-end user experiences and business outcomes that can be moved to cloud-based industry platforms.European mortgage providers increasingly adopt digital mortgage platforms stacks,

57、as customer preference shifts toward digital and self-service capabilities,with simple,transparent,personalized,and consistent journeys in an omnichannel environment.These platforms deliver scale and efficiency through fully interconnected digital applications.Stater NV platform in Europe manages 1.

58、7 million loans and a 310 billion primary residential servicing portfolio.It drives adoption as a European mortgage full-service provider,with balanced assets across the mortgage lifecycle origination,servicing,and collection.Trend 6 Cognitive,extreme automation,and digital worker management with a

59、focus on risk and complianceEnterprises rapidly move beyond rule-based automation and adopt AI/ML-based automation and manage an extended bot landscape.Businesses now focus on AI/ML-enabled monitoring and the prevention and control of risk and compliance.Companies have evolved from task,bot,and robo

60、tic process automation(RPA)to extreme automation and digital worker management.They will soon move to cognitive bots such as real-time,sentiment-based response systems,AR field-service assistants,and automated process optimization.IT AND BUSINESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL ECOSYSTEM|1

61、3External Document 2022 Infosys LimitedA global healthcare devices major,with the help of Infosys,created a resilient and efficient BOT-enabled process landscape to become cognitive and responsive.On the first day of the pandemic outbreak,97%of the 1,132 live BOTs remained effective and worked seaml

62、essly,demonstrating the solutions effectiveness.Extreme automation,combined with decision-making effectiveness and a better understanding of outcomes,will continue to create an agile and evolving process landscape.It helped enterprises reorient focus from efficiency to service recovery and business

63、resiliency during COVID-19.With the help of HumanWare assistive technology,we expect seamless interaction across AI and subject matter experts.However,organizations need to identify key outcomes,engage in a reimagined design model,and create new ways of working.14|IT AND BUSINESS OPERATIONS TOWARD A

64、 DECENTRALIZED DIGITAL ECOSYSTEMExternal Document 2022 Infosys LimitedAI OPERATIONS AND AUTOMATIONRapid digitization has influenced companies to reflect on their current strategy and explore a new,always on,IT model.Customer transactions driven through apps and online portals require a highly availa

65、ble IT environment and the ability to handle large data volumes.This demand for high availability extends throughout the ecosystem,including the infrastructure,network,applications,and databases to ensure access to all stakeholders anytime,anywhere.Todays IT ecosystem is dynamic,distributed,and comp

66、onentized,in all,complex.The traditional IT operations model is unscalable and fails to deliver on commitments.Operations teams now implement AI to comprehend the data generated and derive meaningful insights to prevent outages,maintain ecosystem uptime,and accomplish service assurance goals.As AI a

67、dvances,AI operations(AIOps)will become sentient and autonomous by combining data points with various datasets and tools.We already have natural language processing algorithms that can identify IT service ticket trends and analyze patterns to identify potential failures.AI/ML algorithms can now extr

68、act content from structured documents and comprehend text from images.Thus,processing unstructured documents is not far behind.Automation is the key to future success.Automation scripts will help build a digital workforce,where a core set of humans are augmented by digital workers who think,act,and

69、analyze.Trend 7 Shift to a sentient digital workforce from simple runbook automationOrganizations now realize that digital workforce performs cognitive functions that help them move toward self-learning autonomous systems.A repository of bots accelerates this adoption,led by varied inbuilt functions

70、 from sensing an anomaly to resolving the failure and learning from the episode to improve the prediction.The key to this acceleration is the ability of bots to interact across multiple RPA and non-RPA technologies.Consolidated automation workflows drive a successful digital workforce under a unique

71、 identity to create a digital twin of a human worker.This aggregation with the identity is also critical for auditing and tracing the actions of the digital workforce.The depth of the evolving cognitive system capabilities will define the acceptance and transition to these digital workers.IT AND BUS

72、INESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL ECOSYSTEM|15External Document 2022 Infosys LimitedA leading European consumer goods manufacturer built a sentient enterprise by leveraging three critical solutions from Infosys:Digital Brain,Live Enterprise Application Platform(LEAP),and Infosys Cognit

73、ive Automation Studio.Digital Brain builds knowledge graphs that validate enterprise-wide data,LEAP provides a cognitive-first dashboard to detect anomalies and predict failures,and Infosys Cognitive Automation Studio builds a cluster of cognitive bots to leverage Digital Brain and LEAP.An Asian tax

74、 regulatory body used Infosys in-house solutions,including an intelligent automation tool,to classify,enrich,and route their tickets to the right support engineer efficiently.It reduced the entitys MTTR by 20%.FINACLE automated its ticket classification and analysis through Infosys NIA to identify t

75、op solutions.It a self-learning solution that improves accuracy and relevance based on user feedback.Trend 9 Rapid advancements in computer vision and AI ease field service operations Rapid advancements in AI and its applications in fields like computer vision through object detection,image classifi

76、cation,speech processing like voice to text,sentiment detection,and autonomous driving create intelligent robots that automate and simplify several tedious tasks in field service operations.AI in field service operations includes better information sharing,real-time technician updates,automated work

77、flows,digital form data collection,and improved data analysis.This gives technicians more freedom and flexibility to perform higher value work,leading to improved customer experience and employee experience outcomes.Scheduling and managing tasks become easier,matching the right technician to the rig

78、ht job.Trend 8 Ticket triaging,solution prediction,and auto resolution become eminentA critical task in IT operations is to service tickets that either report failures or user requests.However,improper routing and wrong categorization of tickets are typical challenges,resulting in delayed mean time

79、to resolve(MTTR).Previously,deterministic automation routed the tickets to the correct assignee based on defined rules.Todays AI solutions learn from historical data and identify the right category of the ticket based on the problem/request details.These solutions aid in faster response and resoluti

80、on,greatly reducing MTTR.Now,systems rely on deterministic rules to identify the resolution path and corresponding automation,if available.While this is a step forward from the manual triggering of a relevant automation solution,the technology is still limited by defining the rule upfront for identi

81、fication.New AI developments predict solutions based on historical trends and knowledge artifacts.Once the resolution is identified,performing that action becomes just a matter of triggering the right bots.This helps create,in essence,self-healing systems.An overhead conductors manufacturer wanted t

82、o apply specialized coating on its installed power conductors to extend their lives and evade expensive replacements.Intelligent robots controlled remotely via cellular/RF used advanced vision and control systems to automate and perform the coating process.16|IT AND BUSINESS OPERATIONS TOWARD A DECE

83、NTRALIZED DIGITAL ECOSYSTEMExternal Document 2022 Infosys LimitedAGILITY AND INNOVATIONEnterprises rapidly employ agility and innovation with evolving business and technology paradigms.As businesses move toward a more collaborative and connected ecosystem,they need a more responsive value chain both

84、 inside and outside the enterprise.They must adopt specific processes within applications and operations to remain responsive and advanced.Design thinking and cocreation now support a value-based delivery model.To sustain this,development security operations(DevSecOps)and business operations(BizOps)

85、-based pipelines deliver rapid application changes.While these processes become more standardized and digitized,they are also auto discovered using AI.App change delivery has shifted from IT to business users,thanks to LCNC platforms.Additionally,integrated decision support systems become more intel

86、ligent and autonomous leveraging serverless,container-based apps and provide omnichannel help to end users via the web,mobile,and edge devices.To stay relevant,innovation centers shift from an enterprise center of excellence(CoE)to a partner-driven,cocreated environment.The speed of delivering advan

87、cements is achieved by reusing entire gold standard process implementations and shifting from a traditional RPA to an industry-relevant bot ecosystem.Trend 10 Shift of innovation centers and rapid innovation deliveryWith a fast-evolving ecosystem and advancements from crowdsourcing,businesses inevit

88、ably embrace innovations beyond enterprise walls.Enterprise-specific technology or business CoE are still prevalent.However,a paradigm shift is happening to cocreate the value with nonenterprise entities.The partners in innovation have evolved from employees to service providers,and now,to external

89、entities and partners.These visionary networks comprise cross-domain,-technology,-region entities.They include businesses,open-everything communities,and university research collaboration through private equity investors like The House Fund,as well as various niche technology providers.Innovation la

90、bs take a broader approach,providing quicker proof-of-concept delivery and maturing into large-scale implementations.Problem-focused innovation is a reality now,where businesses explore newer arenas and deliver greater value at a lower cost.IT AND BUSINESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL E

91、COSYSTEM|17External Document 2022 Infosys LimitedThey bring on a dedicated innovation champion and a team that understands the finer details of cofunding,coingenuity,cocreation,codelivery,and cobenefits.A design-thinking approach in a lean,responsive culture fosters advancements across the entire va

92、lue chain.Enterprises adopt a rapid experimentation-based approach,leveraging open platforms like Kaggle and Unearthed,and use hackathons to promote collaboration and develop newer solution methods.One of the worlds largest telecommunication service providers established an innovation lab with Infos

93、ys Living Labs offering.It delivered over 15 innovations in rapid joint-innovation cycles using existing Infosys solutions and developed a new IP.Some of the advancements include AI-driven stock replenishment,integrated supply chain,automated contract compliance testing,biometric security,real-time

94、network visualizations,operation efficiency,and rapid business value.Trend 11 BizDevSecOps to drive agility in business operationsThe traditional touchpoints between business requirements and IT application delivery are changing.While embracing agility,enterprises also adopt DevSecOps and MLOps prac

95、tices to deliver continuous app,ML model changes and ensure security compliance.The need for continuous value delivery is challenging businesses to adopt BizOps principles,using a more integrated and intelligent decision support system.Thanks to advancements and the commoditization of day-to-day ML,

96、the decision systems have become more autonomous.Development in the infrastructure space has propelled container-based applications hosted on the cloud,and simultaneously manifested them as serverless as a service apps.Enterprises try to support web,mobile,and edge device-based application delivery

97、through DevOps principles.Omnichannel apps reduce the time to deploy changes while supporting end-user operations.A left shift of application change doers from developers to business requirement owners helps deliver changes quickly and without information loss.LC platforms enable businesses to manag

98、e their apps without relying on IT teams and cutting down the entire cycle time.Power app platforms now support LC solutions and serverless app deployment and allow power users to define the apps for enterprise use.To embrace this change,enterprises need to reskill their domain experts to deliver qu

99、icker app changes using such technical advances.Additionally,the entire noncore support ecosystem(where the business functionality is core and technology is noncore)should be fully automated and,in essence,invisible to take app change productivity to the next level.A major automotive company collabo

100、rated with Infosys to develop continuous integration,continuous delivery(CI/CD)pipelines.It helped the firm quickly deliver app changes to end users,on cloud.Beyond build and test automation,Infosys also built a cloud-agnostic,scalable security check,and compliance automation as part of DevSecOps.Re

101、al-time status updates and infrastructure and business metric tracking optimized cloud component costs,fastened app releases,minimized onboarding duration of newer apps due to reusable infra as a code(IaaC)library.18|IT AND BUSINESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL ECOSYSTEMExternal Documen

102、t 2022 Infosys LimitedRESILIENT OPERATIONSAvailability,business continuity,security,compliance,and performance management are key enablers of resilient operations.Businesses are forced to implement digital technologies and move to the cloud to remain viable during and beyond COVID-19.In the 90s and

103、early part of 2000,many organizations developed siloed IT-centric operations resiliency through disaster recovery planning/testing and disparate application and infrastructure-level event monitoring/reporting.Enterprises now implement proactive monitoring combined with automation to provide self-hea

104、ling capabilities.With advances in AI and ML applications,the focus has shifted to building a strong business enterprise through predictive and unified solutions that cut across applications,infrastructure,and business processes.To become adaptive and sentient,organizations must reach beyond enterpr

105、ise boundaries.They should connect with ecosystem partners and edge computing devices such as supply and healthcare value chains,which require cognitive and connected enterprises.Most established software product vendors help organizations become more robust by upgrading their offerings to cater to

106、future needs.Still,several new vendors bring niche AI/ML and domain-specific capabilities to the market.Trend 12 Increased adoption of AIOps-driven site reliability engineering and edge resiliency A well-tested disaster recovery backup for data and applications is crucial for organizations.Many indu

107、stry verticals shift from on-premises to a collaborative strategy using a hybrid cloud on the hosting side.Several organizations have increased their reliability on cloud-native applications and adopt a multicloud strategy.To ensure business operations availability and continuity,organizations also

108、establish proactive event monitoring and alerting through various application,infrastructure,and network tools.More companies adopt AIOps-based intelligent correlation,self-healing IT AND BUSINESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL ECOSYSTEM|19External Document 2022 Infosys Limitedactions,and

109、 site reliability engineering(SRE)principles.As edge computing devices integrate into business processes,their resiliency will be a top priority going ahead.Traditional market leaders like Splunk,Zabbix and Nagios are enhancing their AIOps capabilities in alignment with this trend.Established tech c

110、ompanies like AppDynamics and ScienceLogic augment their AIOps self-healing capabilities and improve process-centric operations,while products like KubeEdge,Microsofts Azure Stream Analytics,and SAS Analytics for IoT bring ecosystem and edge stability.A large consumer packaged goods company leverage

111、d Infosys LEAPs SRE capabilities to proactively monitor its 20 business-critical applications across three geographies.The firm used AIOps engine and cognitive-first automation bots to enable self-healing and availability improvement.Trend 13 Performance management to become integrated and ecosystem

112、-drivenApplication performance management providers helped enterprises monitor end-to-end applications across IT asset layers by assessing infrastructure availability,service responses and synthetic transaction monitoring.Now,their focus has shifted to monitoring end-to-end live enterprise business

113、services management by constantly probing the enterprise for friction and taking intelligent actions.This requires mapping business processes to underlying applications and infrastructure assets through comprehensive configuration management.The future of IT and business resiliency will be performan

114、ce management across a partner ecosystem based on industry vertical-focused solutions like consumer retail,supply chain,healthcare,energy,and utilities segments with services hosted in a multicloud environment.A large soft drinks manufacturer partnered with Infosys to develop IoT-based industrial ve

115、rtical resiliency for real-time plant visibility.This resulted in increased plant throughput and profitability:efficiency improved by 45%to 60%,zero data duplication,and manual effort reduced by 70%.20|IT AND BUSINESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL ECOSYSTEMExternal Document 2022 Infosys

116、LimitedHYBRID CLOUDWith digital advancements,enterprises continue to move toward a hybrid multicloud.And the benefits are considerable.According to our Cloud Radar 2021 analysis,organizations can boost profits by$414 billion through deep adoption and careful decisions in cloud deployment.Cloud migra

117、tion requires certain remediation to adhere to cloud standards.However,the advancement of cloud-native solutions such as containers will enable seamless migration of workloads between a private and a public cloud.The applications will have no cloud lock-in,and enterprises will migrate workloads seam

118、lessly without additional effort or downtime.Hybrid multicloud management platforms will provision,orchestrate,and manage workloads across the cloud.Key capabilities will be implementing software engineering principles to empower developers and CI/CD pipeline builders,an advanced observability platf

119、orm to manage the diverse platform landscape,and amplified automation using self-healing techniques.These platforms will use AI/ML capabilities for effective event management,create meaningful insights,and help build autonomous systems.With workloads spreading across private cloud,public cloud,and S

120、aaS applications,users will require direct access to corporate data from their enterprise-owned and personal devices.Rather than routing traffic to a central VPN gateway,they will use a combination of software-defined networking and a wide-area network to provide secure access from their user device

121、s to cloud-hosted applications with committed performance.Trend 14 SRE-driven,multicloud management to achieve operational efficiency and better service availabilityWe see a paradigm shift in managing cloud operations as SRE-driven management offers more efficiency,productivity,better customer exper

122、ience,and improved availability.Traditional operations followed an ITIL framework for managing incidents.The L1/L2/L3 support structure based on experience and domain knowledge was created to solve issues and incidents based on their complexity.Moreover,the support was more tower-centric with regard

123、s to network,compute,and storage.SRE brings together engineering aspects in five operational dimensions:engineering-focused teams,a collaboration between Dev and Ops teams,unified observability across platforms,automation and platform architecture to drive enhanced application availability.SRE adopt

124、ion brings higher efficiency and drives higher reliability of cloud-hosted applications.SRE also plays a large role in accelerating digital transformation and enhancing the user experience.It powers emerging digital solutions like digital virtual assistants,AR/VR-based troubleshooting,and agent-IT A

125、ND BUSINESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL ECOSYSTEM|21External Document 2022 Infosys Limitedless service desks.SRE-based hybrid cloud operations help businesses to innovate faster,launch new products and offerings with a higher pace and reduce stress on service desk/IT teams.Organization

126、s need to focus on three key areas:SRE resources in terms of training and certifications,next-generation observability and automation platforms,and redefined operations structure and processes to align with the SRE way of operations.Well-orchestrated cloud management platforms enable SRE-driven oper

127、ations and empower developers to publish faster releases.Advanced observability platforms transform reactive,alert-based monitoring into pre-emptive event logs with trace-based observability.The AI/ML-powered platform performs real-time event correlation,noise suppression,anomaly detection,and poten

128、tial root cause to precipitate faster resolution.A leading US-based fast-food retailer implemented SRE to improve operational efficiency and application availability by partnering with Infosys.The program included implementing an automation and observability solution,re-skilling its existing team on

129、 full stack technologies and driving the SRE culture through coaching and training programs.The program delivered a 30%reduction in incidents,a 25%decrease in self-healing incidents,and reduced environment provisioning time from two days to just two hours.Trend 15 Cloud-native technologies adoption

130、to build platforms for accelerated innovation and speed to marketEnterprises adopt container platforms to develop next-generation business applications.Containers decouple underlying operating systems and infrastructure and enable developers to build applications on any platform.The technology also

131、offers seamless migration of applications across the cloud without any remediation or downtime.Applications were once tightly coupled with the operating system and underlying infrastructure,which required significant remediation,testing,and validation effort to migrate applications to the cloud.Furt

132、her,any patching/update in an operating system requires applications retesting.When applications are containerized,there will be no cloud lock-in,and applications will move seamlessly across the cloud.These efficiencies will help achieve real-time cloud brokerage capabilities.Container technology is

133、 quite promising for developing and hosting next-generation digital applications.With built-in redundancy,containers offer extremely high-platform availability a critical business requirement.Container solution eliminates the applications dependencies on underlying cloud-native technologies,enabling

134、 enterprises to move applications across hyperscalers without worrying about compatibility and migration costs.Enterprises should build capabilities to provision,manage,and orchestrate container platforms.They should integrate containerized platforms with a DevOps toolset to ensure developers deploy

135、 their codes seamlessly without any complexity of the underlying container platform.A leading US-based semiconductor manufacturing company and a top global financial management company partnered with Infosys to modernize their platforms to host and develop digital solutions.The firms improved their

136、new service launch frequency by leveraging cloud-native technologies offered by various hyperscalers.This also helped their solution architects create and develop application deployment blueprints in a more automated manner,bringing reusability and speed.22|IT AND BUSINESS OPERATIONS TOWARD A DECENT

137、RALIZED DIGITAL ECOSYSTEMExternal Document 2022 Infosys LimitedSERVICE MANAGEMENT Service management is about selecting the right products and vendors to plan,design,deliver,operate,and maintain the overall lifecycle of IT and business-enabler services.They aim to reduce costs,improve efficiencies,a

138、nd ensure the best customer experiences while maintaining business agility,reliability,and innovation.Service management involves adapting skilled processes like DevSecOps that enable faster release cycles.Team structures become product-centric,with business sponsors,application developers,and opera

139、tions specialists making decisions collectively in responsive sprints for better collaboration.Google introduced site reliability engineering to apply an engineering mindset to the operations context,which several organizations now adopt.Trend 16 Business outcomes become the new measure of service m

140、anagementOrganizations increasingly shift from IT SLAs to business KPIs.Most organizations face the watermelon effect,where their IT metrics appear green(positive)from outside,but the business is red(negative)inside due to unsatisfied end customers.Here,tools like HP BSM software can help define,mon

141、itor,and manage business SLAs.AIOps tools such as Moogsoft and BigPanda correlate IT metrics to business KPIs and forecast potential issues for proactive interventions.Firms can also use OKRs(shorthand for objectives and key results)to govern on business value outcomes.Here,objectives are the“whats”

142、of the transformation,and key results are the“hows”.In a product-centric operating model,OKRs amplify service management by converting business objectives to key product KPIs.This alignment helps the team focus on outcomes,without losing the flexibility to manage their backlogs and roadmaps.A large

143、insurance company faced frequent issues with on-time adjudication of claims.Despite meeting IT SLAs,they were penalized for the issues.The company leveraged Infosys Live Enterprise Application Management Platform to implement a business control center to define,monitor,and manage its business KPIs.T

144、he firm correlated metrics such as claims auto adjudication rate with underlying IT disruptions,which helped them meet KPIs and prioritize and resolve any issues.IT AND BUSINESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL ECOSYSTEM|23External Document 2022 Infosys LimitedTrend 17 Upgrade from IT servi

145、ce management to enterprise service managementEnterprises benefit from processes like ITIL that take a service-centric approach to IT functions,ensuring all lifecycle aspects are addressed systematically.Service management tools like ServiceNow and Remedy currently support corporate functions such a

146、s HR,finance,and facilities and support complex processes like supply chain,logistics,and others beyond enterprise boundaries.Enterprise service management extends IT infrastructure library and IT service management into business functions beyond IT.It helps standardize service delivery across the b

147、usiness,a prerequisite for automated fulfillment.Enterprise service management also improves service delivery,and provides omnichannel,self-service,easy-to-access knowledge,and social collaboration for more efficient business operations.One of the largest privately owned engineering firms collaborat

148、ed with Infosys to implement enterprise service management.The firms business and IT functions now operate through a consolidated cloud-based platform based on Infosys ESM Caf built over ServiceNow,making them a fast-moving,ready-for-anything live enterprise.24|IT AND BUSINESS OPERATIONS TOWARD A DE

149、CENTRALIZED DIGITAL ECOSYSTEMExternal Document 2022 Infosys LimitedAdvisory CouncilProducersRamesh NInfosys Knowledge Instituteramesh_Pragya RaiInfosys Knowledge InstitutePMohammed Rafee TarafdarSVP-Chief Technology OfficerAnantha RadhakrishnanEVP Chief Executive Officer&Managing Director BPMShaji M

150、athewEVP and Service Offering Head Health,Insurance&Life SciencesBalakrishna DRSVP,Service Offering Head Energy,Utilities,Communications&ServicesPandiyakumar RVP Delivery HeadSaju SankarankuttyVP Delivery HeadSatish NairVP Business Head BPMSrinivas KamadiVP Service Offering Head Enterprise Integrati

151、on&Services Saket SinghAVP Delivery HeadShyam Kumar DoddavulaVP,Emerging Technology SolutionsAshok Kumar Panda Kamlesh Kumar Lakshminarayana Indraganti Palani G.Sankar Ritesh Saluja Saju Sankarankutty Sameer Govind Joshi Satish Nair SeshaSai Koduri Shyam Kumar Doddavula Vamsi Oruganti Vinay Shrivast

152、ava Vineeth A VContributorsIT AND BUSINESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL ECOSYSTEM|25External Document 2022 Infosys LimitedNotes26|IT AND BUSINESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL ECOSYSTEMExternal Document 2022 Infosys Limited26|IT AND BUSINESS OPERATIONS TOWARD A DECENTRALIZED

153、 DIGITAL ECOSYSTEM External Document 2022 Infosys LimitedIT AND BUSINESS OPERATIONS TOWARD A DECENTRALIZED DIGITAL ECOSYSTEM|27External Document 2022 Infosys LimitedAbout Infosys Knowledge InstituteThe Infosys Knowledge Institute helps industry leaders develop a deeper understanding of business and

154、technology trends through compelling thought leadership.Our researchers and subject matter experts provide a fact base that aids decision-making on critical business and technology issues.To view our research,visit Infosys Knowledge Institute at or email us at .2022 Infosys Limited,Bengaluru,India.A

155、ll Rights Reserved.Infosys believes the information in this document is accurate as of its publication date;such information is subject to change without notice.Infosys acknowledges the proprietary rights of other companies to the trademarks,product names and such other intellectual property rights

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