Managing mergers in the digital era
LTIMindtree Ltd., based in Mumbai, India, is a multinational technology consulting company that serves as a digital transformation partner to more than 700 clients around the world in industries such as banking, insurance, manufacturing, energy, and utilities. Through the use of technology, LTIMindtree helps businesses of all sizes rethink business models, spur innovation and optimize growth, enabling them to achieve greater business outcomes, consumer experiences, and competitive differentiation.
The company is a merger of LTI and Mindtree, which created a set of new challenges such as a doubled business size and hence, a doubled technology ecosystem. “With the merger of two mammoth organizations, we needed to address the fact that both companies were using different applications for their project management,” says Rajesh Kumar, CIO at LTIMindtree.
The timing of this was ideal. As the company was moving to the cloud, updating and maintaining enterprise applications was also becoming a challenge. LTIMindtree decided to move to ServiceNow as the SaaS platform for the enterprise.
COO, Nachiket Deshpande, adds: “We chose ServiceNow as the key enabler to help us bring all our systems together for a better user experience and also to drive productivity.”
Reimagining the industry
The team deployed ServiceNow IT Service Management (ITSM), HR Service Delivery (HRSD) and Strategic Portfolio Management (SPM) to support its goal of adapting to change, managing client expectations, as well as to create meaningful outcomes for its stakeholders and 81,000+ employees in more than 30 countries.
With ServiceNow ITSM, LTIMindtree brought both businesses onto one centralized platform to manage services in a standardized and streamlined manner. This eliminated or reduced various manual processes and enabled the team to consolidate systems and tools. It also supported automation to improve agent experience, simplify work, and increase productivity. “For employees, ITSM has improved the availability and reliability of IT services and reduced the number of cases in the system through the use of self service,” says Gautam Chatterji, AVP at LTIMindtree.
The implementation of HRSD enabled the creation of digital self-service portals to support its employees, virtual onboarding, training programs, and streamlining compliance systems, thereby ensuring 24/7 seamless access to HR services and support, as well as improving agent productivity and staff satisfaction. “The HRSD solution covers the entire lifecycle processes from onboarding to offboarding as well as focusing on employee engagement,” explains Nachiket. “We even implemented an alumni portal as part of the ServiceNow platform. This has helped us continue to engage with our employees from hire to retire, and beyond.”
At the same time, SPM has helped the company establish a unified foundation for more effective planning, better project delivery, and increased efficiency for over 5,000 project managers. “Campus 2.0 is the SPM implementation for all our project management and delivery processes, covering over 75,000 delivery associates across the company,” says Nachiket. “This was a very large transformation program for us and the largest implementation of ServiceNow SPM anywhere in the world. With our growing complexity of projects as well as the multiple locations and distributed nature of our teams, this solution will help us deliver much better user experiences and improve our ability to manage projects and programs using data driven decisions.”
This not only supports the company’s planning capabilities but also strengthens its position and future proofs the business.
Building on solid foundations
“Now that we have established ServiceNow as the platform to drive our entire enterprise’s workflows, we are exploring generative AI (GenAI) which we feel has transformative powers on user experience,” says Rajesh.
Nachiket adds: “ServiceNow is an integral part of how we conduct our business at LTIMindtree and we are really excited about the new implementation journey.”
Together with ServiceNow, LTIMindtree will continue to explore new digital solutions and extend ServiceNow modules to focus on automation, virtual communication platforms, and GenAI to revolutionize customer service, employee experience, and business operations for the enterprise and its customers.