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The modern workplace is digital and hybrid, demanding an ‘everywhere productivity’ efficiency. The next-gen service desk is an absolute imperative — and it must deliver personalized and end-to-end experiences designed for customized outcomes and enabled by disruptive technologies.


Mphasis Next-gen Service Desk designs and creates end-to-end digital workplace experiences for anytime, anywhere collaboration. Powered by AI, automation and analytics, we deliver omni-channel efficiency to reimagine workplaces, workspaces and workforces.



Our service delivery core is to develop an operating model with strong foundation of user-friendly platform, self-help content and appropriate options ensuring faster turnaround time of service tickets while engaging with the live agent.

    Platform Setup
  • Coherent Platform for shared delivery
  • Mphasis IP: InfraGenieTM, MyIT, CognitiveGuru Virtual Agent, Service Desk Portal
  • Vendor Partnerships with, DEX Solutions & NextGen tools
    Omni Channel Support
  • Dealing with Technology at the first contact
  • Immersive portal for asynchronous contacts
  • Channel switching
    Platform Accelerators
  • Inspiring Innovation: Management Task
  • Optimize ITSM: All in one tool
    Service Design Index (SDI)
  • Foundational Blueprint for Delivery Setup
  • Guideline & Assessment Template for Transition

Delivering predictable outcomes in a transparent, scalable, and agile model using frameworks with high focus on process rigor and execution excellence.

    TRG led Landscape Analysis
  • Quantify the optimization opportunity
  • Baseline CMO, Roadmap to FMO
    Transformation Charter
  • Identify fit for purpose accelerators
  • Automate & Empower
    Transformation Execution to deliver value
  • Client End Automation: MyIT App
  • Zero Touch Fix: SSPR, Orchestration
  • Self Fix: Virtual Assistant, User Guides

    Service Improvement
  • Proactive Problem Management
  • Shift Left & Workflow Routing

Quantitative approach-based transformation charter to harness “Real Value” from technology using fit for purpose interventions and bite size automations.

    Measure Success
  • GSD Benchmarking Dashboard
  • Performance Analytics driving efficiency gains
  • Measurement Plan Reports and Dashboards
  • Reporting Automation

    Delivery Excellence
  • Predictive Hiring & VARK Learning Model
  • Futuristic Support Roles & Org Structure
  • Resource Competency - Proficiency Matrix
  • Multi-Level Governance
  • Employee Engagement & Experience
    Delivery Frameworks
  • Manage predictable outcomes
  • Repurpose to suit business needs

Quantifying user experiences and eliminating experience barriers for successful execution.

    User Experience Index (UEI)
  • Redefine success by measuring key lead indicators of User Experience
  • Going beyond SLA’s
    Design Thinking Workshop
  • Ethnographic research for user insights
  • Reduce Cognitive load on user
  • Persona defined service strategy
    Adoption Support
  • Evangelizing Management of Change
  • Available vs Deployed vs Adopted



Delivery Templates - Predictable outcomes managed using over 150 plus delivery templates created by leveraging learnings from multiple projects and implementations
MyIT - A toolkit created in-house with inputs from service desk stakeholders to empower users with eliminating need for support.
Management Task - Harnessing operational efficiency from Service Management tools to engage Service Desk Management via alerts on pre-defined points of failure.
SEERR - Repeat caller framework to tag, report, and prioritize users seeking an update on an existing ticket.
KERD - Framework to manage outcome on an outstanding ticket, and enable ticket lifecycle management.
TRG - Quantitative Assessment model to analyze ticket landscape and propose transformation journey.
Tier Matrix - Standard categorization across multiple deliveries enabling automated ticket routing and dispatch workflows based on unique tier combinations.
FMS - Feedback Management System to enable shift left by encouraging L2/L3 resolvers to provide inputs via notification flag that triggers knowledge management workflow for faster and cost-effective resolution.
Service Desk Portal - Operational Management Tool for Service Desk in use for 17+ years featuring digital learning library, performance management, templates and trackers, employee connect pulse surveys, reports and dashboards.



Mphasis next-gen service desk has 20 plus years of proven track record delivering enterprise technology services with long-term customer relationships.

AI capabilities amplified through partnerships and services arm of

Fit for purpose desktop utility created in-house to eliminate demand for support

Actionable insights to reduce ticket per user ratio

Culture of customer centricity with NPS>9

Track, report and achieve user escalation less than 0.3% with deployment of CCMS framework.

Repeat caller <4% with maturity of SEERR framework.

Proprietary frameworks & Standard templates for workflow orchestration & operational excellence