Transforming IT Infrastructure Management with Mphasis's Agile IT Operations

Today’s digital world is changing faster than ever, and businesses need their IT infrastructure to keep up. Managing technology in silos or relying on outdated manual processes just doesn’t cut it anymore. To stay competitive and deliver smooth, reliable experiences to users, companies need IT operations that are not only efficient but also flexible and integrated. This is where agile IT infrastructure management becomes a game-changer, helping organizations respond quickly to challenges, reduce downtime, and improve overall service quality. Mphasis understands this shift and has crafted solutions that empower businesses to manage their IT smarter and faster.

Challenges in Modern IT Infrastructure Management

Despite significant investments in IT infrastructure, many enterprises grapple with persistent challenges:

● Disparate Infrastructure and Application Management: Operating in silos, infrastructure and application teams often lack cohesive collaboration, leading to inefficiencies and delayed issue resolution.
● Manual Processes Leading to Inefficiencies Reliance on manual interventions for routine tasks increases the risk of errors, prolongs response times, and hampers scalability.
● Difficulty in Managing Hybrid Cloud Environments: The complexity of overseeing diverse on-premises and cloud-based systems poses significant management and integration hurdles.
● Ensuring Compliance and Security Across Systems: Maintaining consistent compliance and robust security across varied platforms and geographies remains a formidable challenge.

Mphasis's Approach to Agile IT Operations
AIOps-Driven Transformation

Mphasis’s Agile IT Operations are now deeply infused with AIOps principles—leveraging AI and automation to drive predictive, proactive, and self-healing IT environments. This evolution builds on the InfraGenie™ platform and introduces a broader ecosystem of intelligent capabilities:

● Predictive Analytics & Intelligent Automation: Mphasis AIOps uses machine learning to anticipate incidents, reduce alert noise, and automate root cause analysis and remediation.
● Unified Observability & Event Correlation: Through service maps and AI/ML-enabled correlation engines, Mphasis enables early detection and resolution of issues—often before they impact users. We have been able to reduces alert volume by up to 68% through intelligent filtering.
● Self-Healing & Autonomous Operations: AI-enabled bots and GenAI-powered assistants drive self-heal workflows, automate ticket resolution, and enhance service desk productivity. Outcome of this is the ability to automate 75%+ of server incidents and 30%+ of on-site requests are automated.
● Federated AIOps Architecture: A layered approach integrates observability, DevSecOps, ITSM, and FinOps tooling across hybrid environments, ensuring scalability and governance. Federated architecture employs open telemetry and standards that ensures there is no vendor lock-in for customers and at the same time, enable secure and flexible architectures.

Case Study: Agile IT Operations for a Global Human Capital Tech Firm

A leading global human capital technology and services provider faced a complex IT operations challenge during its separation from a parent company. With a vast user base serving many Fortune 500 clients, the organization needed to ensure seamless service continuity, optimize costs, and establish standardized processes across infrastructure and applications amid this critical transition.

Mphasis stepped in with its awarded AIOps framework - InfraGenie™. This AIOps enabled, integrated service management and automation framework became the backbone for managing incidents, changes, and service requests efficiently. Our framework features a comprehensive self-service portal offering 147 catalog items, empowering 24,000 users to resolve issues independently and reducing the burden on the IT helpdesk.

To support operational excellence during the transition, Mphasis integrated over 300 standard operating procedures and more than 3,000 knowledge articles with our AIOps knowledge base. This ensured consistent, business-aligned processes and facilitated rapid incident analysis and resolution. Additionally, Mphasis provided 24/7 ITIL v3-based managed services, covering hybrid infrastructure and applications, including cloud integration with AWS and advanced remote work enablement tools.

Key Achievements:

● Achieved up to 30% reduction in Total Cost of Ownership (TCO)
● Enabled an early exit from costly Transition Service Agreements (TSAs).
● Implemented zero-touch automated workflows for service fulfillment.
● Improved Mean Time to Resolution (MTTR), boosting service availability and user satisfaction.
● Provided 24/7 managed services with SLA-driven operations, ensuring uninterrupted support.

This case exemplifies how Mphasis’s integrated and automated IT operations can drive cost efficiency, operational agility, and superior service quality—even through complex business transformations.

Outcomes of Mphasis's AIOps Approach

Organizations adopting Mphasis's agile IT operations model can anticipate several tangible benefits:

● Enhanced Operational Efficiency: Mphasis AIOps uses machine learning to anticipate incidents, reduce alert noise, and automate root cause analysis and remediation.
● Improved User Satisfaction: Proactive issue resolution and consistent service quality lead to higher end-user satisfaction and trust.
● Reduced Operational Costs: By minimizing manual tasks and optimizing resource utilization, organizations can achieve significant cost savings.
● Strengthened Security and Compliance: Unified management and monitoring ensure adherence to compliance standards and bolster security across systems.

Outcomes of Mphasis's AIOps Approach

How does Mphasis transform IT infrastructure management?

Mphasis revolutionizes IT infrastructure management by integrating infrastructure and application operations through its automation-first strategy. Central to this transformation is the InfraGenie™ platform, which combines AI-driven automation, predictive analytics, and self-healing capabilities to deliver seamless, efficient, and proactive IT services.

What benefits can businesses expect?

By adopting Mphasis's agile IT operations, businesses can expect increased operational efficiency, reduced costs, improved user experiences, and enhanced compliance and security. This holistic approach empowers organizations to navigate the complexities of modern IT environments with agility and confidence.