A Project on collaborative technology used in

Group Members: 1. DISHA MISHRA 11DM043 2. DUSHANT DAYAL 11DM046 3. GAURAV MANI DIWAKAR 11DM050 4. GURSIMRAN SINGH GREWAL 11DM053 5. HARANGAD SINGH CHADHA 11DM054 6. IRUVANTI SRIDHAR RAO 11DM057
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IT

service

management (ITSM or IT

services)

is

discipline

for

managing information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction. The following represents a characteristic statement from the ITSM literature: Providers of IT services can no longer afford to focus on technology and their internal organization, they now have to consider the quality of the services they provide and focus on the relationship with customers. ITSM is process-focused and in this sense has ties and common interests with process improvement movement (e.g., TQM, Six Sigma, Business Process Management, CMMI) frameworks and methodologies. The discipline is not concerned with the details of how to use a particular vendor's product, or necessarily with the technical details of the systems under management. Instead, it focuses upon providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users. ITSM is generally concerned with the "back office" or operational concerns of information technology management (sometimes known as operations

architecture), and not with technology development. For example, the process of writing computer software for sale, or designing a microprocessor would not be the focus of the discipline, but the computer systems used by marketing and business development staff in software and hardware companies would be. In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT - although its historical roots in IT operations may limit its applicability across other major IT activities, such as IT portfolio management and software engineering.
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About Infosys Ltd:

Infosys Limited is a global technology Services Company headquartered

Type Public company

in Bangalore, India. Infosys is the second largest IT Company in India with 133,560 employees (including subsidiaries) as of March 2011. Infosys is ranked 28th globally in the list of IT services
Headquarters Bengaluru, Karnataka, India Industry IT services IT consulting

providing firms. It has offices in 33 countries in India, and development Australia, centres UK,
Products Finacle Flypp mConnect

China,

Canada, Brazil and Japan. The company offers software products for the banking industry and business process
Revenue Services Information technology consulting services, solutions and outsourcing. US$ 6.041 billion (2011)[1] US$ 1.779 billion (2011)[1]

management services also provide end-toend business solution.

Operating income

Profit

US$ 1.499 billion (2011)[1] US$ 7.010 billion (2011)[1] US$ 6.122 billion (2011)[1] 133,560 (March 2011)[1]

Total assets

Total equity

Employees

Infosys was founded on 2nd July 1981 by seven entrepreneurs:

N. R. Narayana Murthy, Nandan Nilekani, Kris Gopalakrishnan, S. D. Shibulal, K Dinesh, Ashok Arora, and with N. S. Raghavan officially being the first employee of the company. The founders started the company with an initial investment of INR10,000. The company was incorporated as "Infosys Consultants Pvt Ltd." in Model Colony, Pune as the registered office According to Forbes magazine, since listing on the Bombay Stock Exchange in 1993 until the year 2000, Infosys' sales and earnings compounded at more than 70% a year. In the year 2000, President of the United States Bill Clinton complimented India on its achievements in high technology areas citing the example of Infosys along with Wipro and Satyam Computers. In 2001, it was rated Best Employer in India by Business Today. Infosys was rated best employer to work for in 2000, 2001, and 2002 by Hewitt Associates. In 2007, Infosys received over 1.3 million applications and hired fewer than 3% of applicants. Infosys was the only Indian company to win the Global MAKE (Most Admired Knowledge Enterprises) award for the years 2003, 2004 and 2005, and is inducted into the Global Hall of Fame for the same
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Below are the collaborative technology used by Infosys:

1.IntraNet-Sparsh

Infosys intranet Sparsh, the information intranet of Infosys, allows every single member of Infosys to be connected at all times. It serves as an internal social network, and members can exchange ideas by email, bulletin boards and can also hold discussions. Sparsh has helped Infosys in reducing operating costs and meeting clients needs even more efficiently, and increase in operating margins. Sparsh is coupled with KShop, a knowledge database where Infosys has book reviews, case studies, even materials, FAQs, tutorials, downloadable software etc for every employee. In SPARSH all the projects that they have worked on and all the details of their current work is available for anyone within the company and also their contact information. In the past few years the Ask culture has been developed within the company. After the initial over load of information in KSHOP during the period from 2001 to 2004, the top management of Infosys decided to streamline the process, all incentives for knowledge sharing was discontinued and all the data that was being uploaded to SPARSH required a minimum of two validations. The second thing that was done was the integration of the tacit knowledge into a work culture, where senior employees are mentoring junior employees. All employees are on call and there personal phone number and email addresses are available to everyone through SPARSH. This enables anyone to be contacted at any time and this was incorporated into their employee contract while they are offered the job, thereby avoiding future law suit.

Named Sparsh- to touch in Sanskrit-this intranet lives up to its billing, achieving three essential yet difficult attributes: to motivate, communicate and unify employees.

The features that were there in Sparsh were as follows User participation and incredible user uptake New avenues for publishing and networking Content freshness and access to archived content Personalized and customized content Clean and simple look and navigation Attention to design details

2. Share Point server 2010

Share point server, used as the center location for employee to store and share project related information. It helps better collaboration between Infosys employee who is working on different development center across the globe. Microsoft SharePoint is a web application platform developed by Microsoft. SharePoint is designed as a centralized replacement for multiple web applications and supports various combinations of enterprise website requirements. It makes it easier for people to work together. Using SharePoint people can setup websites to share information with others, manage documents from start to finish and publish reports to help everyone make better decisions.

SharePoint in a nutshell:

Microsoft SharePoint is a browser-based collaboration and document management platform from Microsoft.

Microsoft's content management system. It allows groups to set up a centralized, password protected space for document sharing. Documents can be stored, downloaded and edited, then uploaded for continued sharing.

SharePoint is a web-based intranet that can improve an organisation's effectiveness by streamlining the management of access to data.

SharePoint is an enterprise information portal, from Microsoft, that can be configured to run Intranet, Extranet and Internet sites.

SharePoint is a sort of sharing/blogging/wiki-style server that mainly provides a back end to Microsoft Office.

Sharepoint capabilities
1. Sites It provides a single infrastructure for all business websites.It helps sharing documents with colleagues, manage projects with partners and publish information to customers. 2. Composites It offers tools and components for creating do-it-yourself business solutions and also build no-code solutions to rapidly respond to business needs. 3. Insights It gives access to information in databases report and business applications.It also helps people locate the information they need to make good decisions. 4. Communities It delivers great collaboration tools and a single platform to manage them. It also makes it easy for people to share ideas and work together they want.

5. Content It makes content management easy. Helps set up compliance measures with features like document types, retention policies and automatic content storing thereby letting people work naturally in Microsoft. 6. Search It cuts through the clutter. A unique combination of relevance, refinement and social cues help people find the information and contacts they need to get their job done.

3. SAP - CRM(Customer Relationship management)

SAP, started in 1972 by five former IBM employees in Mannheim, Germany. The original name for SAP was German: Systeme Anwendungen Produkte, German for "Systems Applications and Products." The original SAP idea was to provide customers with the ability to interact with a common corporate database for a comprehensive range of applications. SAP applications provide the capability to manage financial, asset, and cost accounting, production operations and materials, personnel, plants, and archived documents. SAP has recast its product offerings under a comprehensive Web interface including customer relationship management (CRM).

According to one industry view, CRM consists of:

Helping an enterprise to enable its marketing departments to identify and target their best customers, manage marketing campaigns and generate quality leads for the sales team.

Assisting the organization to improve telesales, account, and sales management by optimizing information shared by multiple employees, and streamlining existing processes (for example, taking orders using mobile devices)

Allowing the formation of individualized relationships with customers, with the aim of improving customer satisfaction and maximizing profits; identifying the most profitable customers and providing them the highest level of service.

Providing employees with the information and processes necessary to know their customers, understand and identify customer needs and effectively build relationships between the company, its customer base, and distribution partners.

Many organizations turn to CRM software to help them manage their customer relationships. CRM technology is offered on-premise, on-demand or through Software as a Service. To best capitalize on customer information, Infosys implemented SAP Customer Relationship Management (CRM) software. Infosys adopted its SAP Customer Relationship Management (CRM) software mainly to enhance its sales force efficiency and sharpen business insights. Infosys deployed Duet Enterprise for Microsoft SharePoint and SAP Applications, a framework to unify collaboration, productivity, and business data. Using the solution, Infosys expects to enhance user experience and increase adoption, helping to improve productivity and decision making. SAP CRM helped Infosys to achieve back-end process consolidation and integration with its enterprise resource planning system.

4. Duet Enterprise as Surround Strategy for SAP

Infosys Technologies needed to ensure adoption of its SAP Customer Relationship Management (CRM) software to enhance sales force efficiency and sharpen business insights. Infosys deployed Duet Enterprise for Microsoft SharePoint and SAP Applications, a framework to unify collaboration, productivity, and business data. Using the solution, Infosys expects to enhance user experience and increase adoption, helping to improve productivity and decision making

Business Needs
Infosys Technologies provides consulting, development, engineering, IT services, and outsourcing from more than 75 locations. Infosys specializes in a Global Delivery Model, whereby services are rendered from the location that can provide the best talent and highest efficiency. Infosys annual revenues exceed U.S.$5 billion, and more than 95 percent of its business is generated from existing customers. To best capitalize on customer information, Infosys implemented SAP Customer Relationship Management (CRM) software. SAP CRM helped us achieve back-end process consolidation and integration with our enterprise resource planning system, says Mandar Kumar Ananda, Senior IT Manager at Infosys. But to get intelligent insights into the sales pipeline, we needed to ensure that quality information was entered into the system throughout the sales process. That required us to ensure that the entire sales force uses SAP CRM. Sales people spend up to three hours each day on the phone, meeting with colleagues from Infosys solution development, pricing, legal, and delivery teams located around the world. Collaboration over customer accounts is their life, but the information that arises from these calls is easily lost unless every detail is later entered into CRM, says Arjun Basu, Lead Consultant, CRM, at Infosys Infosys leadership concluded that if the sales force used SAP as its primary work environment, it would be easier to capture knowledge throughout the sales process. This information could be reused to reduce repeat efforts and to gain insights that would help the company close deals and boost its win ratio. To
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achieve extended adoption of SAP CRM, Infosys needed to provide simple access to the application and ground it in a collaborative environment

Solution
Infosys considered using Microsoft SharePoint Server 2010 to create collaboration tools for SAP, explains Vinod Sai, Senior Technology Solutions Architect at Infosys. The company also embarked on a pilot project to create a plug-in for the Microsoft Outlook 2010 messaging and collaboration client to make business data from SAP available in Outlook 2010, a tool that the sales force uses every day. The company was then introduced to Duet Enterprise for Microsoft SharePoint Server and SAP Applications. The solution provides an environment that allows organizations to combine collaboration, productivity, and business data by blending SAP applications with Microsoft SharePoint Server and Microsoft Office. Duet Enterprise offered the right set of capabilities to extract data from SAP and enable users to work with it in SharePoint and Microsoft Outlook, says Sai. The solution minimized custom development and offered collaboration. This was the right platform for us.

5. IBM LOTUS NOTES

Lotus Notes is a multi-user client-server cross-platform application runtime environment, it is the primary user-interface or client of the Lotus Domino /Notes suite. Lotus Domino/Notes provides a broad range of integrated

functionality including email, calendaring, instant messaging (with additional IBM software voice&video conferencing and/or web-collaboration),

discussions/forums, an inbuilt personnel/directory service user directory and a full office-productivity suite - Lotus Symphony. In addition to these standard applications the organisation may use the Domino Designer development environment and other tools to rapidly develop additional integrated applications such as request approval / workflow and document management.
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The Lotus Notes product consists of several components:

Lotus Notes client application (since version 8, this is based on Eclipse) Lotus Notes legacy client (still available in version 8 onwards) Lotus Domino server, a cross platform application server which supports data replication to other servers and clients for offline access.

Lotus

Domino

Designer

(Eclipse-based

integrated

development

environment). Whereas typical email applications such as Microsoft Outlook are programmed to be an email client, Lotus Notes is an application platform, where mail is just one of many possible applications. Lotus Notes may be used to access a document management system, discussion forums, document libraries, and numerous other applications. Lotus Notes is similar to a web-browser in that it may run any compatible application that the user has permission for. Applications for Lotus Notes are developed in a variety of development languages including a Visual Basic-like language called LotusScript, and Java. Applications may be developed to run within the Lotus Notes application runtime environment and/or through a web server for use in a web browser, Although the application interface would need to be developed separately for each. Lotus Notes can be used for many applications as well as for internal communication collaborative applications, including e-mails, calendaring, instant messaging, Web browsing, and a variety of feature-rich custom applications. It can be used to access both local- and server-based applications and data. The current version of Lotus Notes is 8.5.2.

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Use as an email client Lotus Notes is commonly deployed as an end-user email client in larger organizations, with IBM claiming a cumulative 145 million licenses sold to date. When an organization employs a Lotus Domino server, it usually also deploys the supplied Lotus Notes client for accessing the IBM supplied Lotus Notes application for email and calendaring but also to use document management and workflow applications. As Lotus Notes is a runtime environment, and the email and calendaring functions in Lotus Notes are simply an application provided by IBM the administrators are free to develop alternate email and calendaring applications. It is also possible to alter, amend or extend the IBM supplied email and calendaring application.

IBM Lotus Sametime

IBM Lotus Sametime is a clientserver application and middleware platform that provides real-time, unified communications and collaboration for enterprises. Those capabilities include presence information, enterprise instant messaging, web conferencing, community collaboration, and telephony capabilities and integration. It is sold by the Lotus Software division of IBM. Because Lotus Sametime is middleware, it supports enterprise software and business process integration either through a Lotus Sametime plugin or by surfacing Lotus Sametime capabilities through third-party applications. Sametime integrates with a wide variety of software, including Lotus collaboration products, Microsoft office productivity software, and portal and Web applications.

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Features IBM Lotus Sametime is a clientserver enterprise application that includes the Lotus Sametime Connect client for end-users and the Lotus Sametime server for control and administration. Lotus Sametime comes in 4 levels of functionality. Lotus Sametime Entry provides basic presence and instant messaging. Lotus Sametime Standard provides additional functionality to Lotus Sametime Entry, including:

rich presence including location awareness rich-media chat, including point-to-point Voice-over-IP (VoIP) and video chat, timestamps, emoticons, and chat histories

group and multi-way chat web conferencing contact business cards interoperability with public IM networks via the IBM Lotus Sametime Gateway, including AOL Instant Messenger, Yahoo Messenger, Google Talk and XMPP-based services

Lotus

Sametime

Advanced provides

additional

real-time

community

collaboration and social networking functionality to Lotus Sametime Standard, including:

persistent chat rooms instant screen sharing geographic location services

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Lotus Sametime Unified Telephony provides additional telephony functionality to Lotus Sametime Standard or Lotus Sametime Advanced, including:

telephony presence softphone click-to-call and click-to-conference incoming call management call control with live call transfer

Lotus Sametime Gateway provides server-to-server interoperability between disparate communities with conversion services for different protocols, presence information awareness, and instant messaging. IBM Lotus Sametime Gateway connects IBM Lotus Sametime instant messaging cooperate communities with external communities, including external Lotus Sametime, and public instant messaging communities, such as: AOL, AIM, ICQ, Yahoo, Google Talk, and XMPP. Lotus Sametime Gateway replaces the Lotus Sametime Session Initiation Protocol (SIP) Gateway from earlier releases of Lotus Sametime.

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Collaborative Technologies introduced by Infosys

1. iTransform
Infosys Technologies Limited launched the iTransform Product Suite, which delivers an end-to-end offering for managing the transitions to the 5010 version of the HIPAA standard transactions and ICD-10 coding systems. By taking a comprehensive approach for assessment and remediation, and automating a significant amount of the transition exercise, based on prototype results the iTransform Product Suite can help healthcare payers and providers save up to 50 percent of the cost and up to 50 percent of the duration to make the transitions compared to the manual process and remediation. "Healthcare organizations face one of the most significant challenges to the U.S. healthcare industry in decades in order to comply with HIPAA 5010 and ICD10 regulations" said Eric Paternoster, senior vice president and head of insurance, healthcare and life sciences, Infosys Technologies. "iTransform not only simplifies transition, it also delivers an opportunity for payers and providers to take advantage of the new regulations for improving operational efficiency, reducing costs and providing better healthcare" The iTransform Product Suite uses tools and accelerators to accelerate every phase of transition while lowering the cost and risk of manual analysis and remediation. The suite consists of a collection of well-defined components that work in tandem to provide a complete solution from assessment to implementation:

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* High-level assessment: iTransforms Reference Architecture provides an assessment of ICD 10 and HIPAA 5010 impact to an organizations processes, in terms of criticality, severity and budgetary remediation effort. * Code impact assessment: iTransforms Impact Analyzer searches for the impact of HIPAA 5010 and ICD-10 changes on a variety of code bases and is an efficient and cost-effective best practices tool to fast-track the selection process for the replacement of systems. * Remediation strategy: Based on pre-identified gaps between 4010 and 5010 TR3s, the iTransform product suite generates a set of code and process remediation recommendations. These recommendations could vary from code level recommendations such as How to incorporate the value changes to a particular attribute in a particular HIPAA transaction? all the way to complex business improvement recommendations such as How to leverage the additional CAS segment information to improve the Coordination of Benefits?

* Process and code remediation: iTransforms Automatic Code Remediator remediates the impact points identified during code impact assessment based on rules coded for the specific organization. * Implementation: iTransforms Transition Simulator, Data Migrator and Crosswalks execute testing and code conversion, the most complex and costly components of the HIPAA 5010 and ICD-10 transition. The product suite uses tools and accelerators to speed up every phase of the transition, lower cost and risk and maximize returns. The suite conists of collection of well-defined components that work in tandem to provide a complete solution from assessment to steady state. Each component can work in insolation and target the specific needsin a phase such as code analysis for
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impact assessment of custom applications and converters for backward compatibility support during steady state. These components though selfcontained and available individually through an a la carte menu, work together towards the overall assessment, remediation and uninterrupted operations under the HIPAA 5010 world

Each component can work in isolation and targets a specific need such as code analysis for custom applications, rating engine neutralization and ICD crosswalks. These components, though self-contained and available on an individual basis, work together toward an accelerated transition to HIPAA 5010 and ICD10 and continued smooth operations post transition. It delivers an end-to-end offering for managing the transitions to the 5010 version of the HIPAA standard transactions and ICD-10 coding systems. Based on prototype results, Infosys claims the product suite can help healthcare payers and providers save up to 50% of the cost duration to make transitions as compared to the manual process and remediation.Each component can work in isolation and targets a specific need such as code analysis for custom applications, rating engine neutralization and ICD crosswalks. These components are also available on an individual basis

2. mConnect
Infosys mConnect is designed to abstract the application or business process from the nuances of the channels through which the content is consumed. Once integrated, applications can be extended across channels without further effort. It also supports multi-channel interactions. Infosys mConnect's context recognition engine executes tasks on a real-time basis. It continuously monitors the context in which the access is made and makes the context model available
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for the rest of the application to act upon. The context model is extensible. Transaction interfaces can be generated in real-time, based on the context and specific application functionality requested. This is optimized for each access. Infosys mConnect enables customization of the user experience without expending effort to revise codes. For example, certain transactions can be selectively enabled or disabled based on security vulnerability of the recipient mobile device.

3. iEngage
About Infosys iEngage Infosys iEngage is a Digital Consumer Platform that helps enterprises engage with consumers across the marketing-sales-service lifecycle. It empowers businesses to accelerate awareness, deepen relationships, grow revenue and delight customers. Delivered in the enterprise SaaS model, it includes offerings for social media marketing, eCommerce, social commerce, customer care, and employee engagement. Analysts tracking the IT sector say Indian software companies need to create more platform-based offerings to ensure greater margin and continuous revenue. The enhanced Infosys iEngage Employee Engagement Platform is built on top of industry-leading Jive Social Business Software. The platform includes modules such as Policy Manager, Ideation Manager and Knowledge Manager to help foster innovation and increase workforce productivity. The Employee Engagement platform is powered by the iEngage Context Engine which creates the social map of an employee across six different dimensions. It provides content, community, and expert recommendations to employees using a robust rules engine.
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The new mobility module renders all the five Infosys iEngage platforms on smart handheld devices driving increased consumer and employee connect. It also enables users to interact both in a browser-based interface and through smartphone applications. Infosys iEngage can be deployed through Infosys cloud or client cloud in the SaaS model. Organizations that are in early stages of social media adoption can experience the full capability of Infosys iEngage in a cloud setup for 90 days with no lock-in.

4. TalentEdge
Infosys unveiled Infosys TalentEdge, a comprehensive talent management platform that deepens employee engagement. Infosys TalentEdge addresses the entire HR lifecycle helping companies streamline their HR processes and reduce operational costs. The platform is built on state-of-the-art technology and is delivered in the Cloud on an outcome-based pricing model. Leading global enterprises, across industries, are already on their talent management journey with Infosys TalentEdge. In the May 2011 report 'The Talent Management Suite Market Emerges' James Holincheck, research vice president at Gartner, observed, "Customers are increasingly using more talent management capabilities from a single vendor. Thus, a talent management suite market has emerged." Infosys TalentEdge deepens employee interaction through rich social engagement and interactive self-service capabilities. The social collaboration features of the platform helps companies improve access to organization-wide expertise, generate ideas, and accelerate innovation. The platform also allows

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employees to access HR functionalities "on-the-go" through mobile and smart devices thereby enabling an always-connected workforce. Infosys TalentEdge simplifies the entire Hire-to-retire lifecycle of the HR function. The platform brings together preconfigured, best-in-class industry processes that helps enterprises streamline HR operations and free up time spent on transactional HR activities such as payroll, attendance, benefits processing, etc. The Infosys TalentEdge platform is built on Oracles industry-leading PeopleSoft Human Capital Management (HCM) Suite. Delivered in the Cloud on an outcome-based pricing model, Infosys TalentEdge optimizes costs and delivers better spend predictability to the HR organization. This frees up significant capital expenditure typically locked into HR technology and process investments, allowing the HR function to be a strategic enabler of an organizations business objectives. Infosys TalentEdge provides companies with the convenience of single point of accountability by taking complete ownership from technology to business operations. Samson David, Vice President and Global Head - Business Platforms, Infosys said, "Infosys Edge business platforms in the cloud, is focused on accelerating business innovation for our clients across functions. Today HR organizations spend over 60% of their time on transactional HR activities leaving little time to focus on talent engagement. With Infosys TalentEdge, companies can focus more on deepening talent engagement while simplifying transactional HR processes

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UNIFIED COMMUNICATIONS

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Infosys Unified Communications and Collaboration (UC) enables seamless communication between your employees, customers and suppliers. Our solution combines presence and availability with email, voice, chat, video, web and instant messaging, and streamlines business processes. Infosys UC helps companies address challenges such as:

Providing an enhanced customer experience by leveraging existing technologies Making instant contact with key personnel, avoiding phone tags and real-time decision making and intervention Enabling collaboration within a global workforce Ensuring tracking of key personnel Converging disparate modes of communication Reducing delays due to human intervention Greening of business processes Transforming business processes to improve efficiency

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Infosys UC combines Infosys technology expertise and domain knowledge to develop solutions that are tailored to your business processes. Their unified platform delivers several benefits:

Real-time Immersive Audio/Visual Communication - IP Phones, PDAs, Desktops and Telepresence Concept of Presence - Reach out to the right person at the right time over the right device with the right information. Rich Collaboration - Audio/Video/Web conferencing Integrated Synchronous and Asynchronous Communication Capabilities on a unified platform - Instant Messaging, Unified Messaging, traditional voice capabilities, etc. Infosys offers tailor-made and replicable solutions that help companies have communications-enabled business processes.

IMPACT
It is heart of every business on the plant, the enterprise benefits have been discussed extensively and include things such as reduced costs, improvement in ideas and improved company performance Also Infosys has been an improvement in the following areas Customer satisfaction Productivity Service quality Product development R&D Cohesive Workforce

CONCLUSION
A formal approach to leverage technology and to enable collaboration has become an imperative in the globalized economy. This approach must be driven with people centric view to ensure that it simplifies their daily life and adds a collaborative flavour to their way of working rather than change their work style dramatically.
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