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- HCL Aftermarket Cloud Aftermarket-led growth platform
- HCL Automation Orchestration Streamline Business Processes
- HCL Commerce Cloud Enterprise e-commerce for B2C and B2B
- HCL CDP Flexible and customizable customer data platform
- HCL Discover+ Behavioral insights for customer journeys
- HCL Marketing Cloud Fueling precision marketing at scale with AI
- HCL Unica Enterprise marketing automation platform
- HCL AppScan Scans for application vulnerabilities
- HCL BigFix Secure endpoint management
- HCL BigFix Compliance Ensure security with continuous, real-time compliance monitoring
- HCL BigFix CyberFOCUS Supercharging IT operations to secure the enterprise
- HCL BigFix Remediate Automate, remediate & secure endpoints
- HCL Actian Empowers the data-driven enterprise
- HCL Actian Data Platform Data services suite; flexible deployment
- HCL Actian Ingres Legendary transactional RDBMS
- HCL DataConnect Low-code integration platform
- HCL Zeenea Data Intelligence Platform Cloud-native data governance solution
- HCL Zen Embeddable edge data management
- HCL Automation Orchestration Streamline Business Processes
- HCL Automation Orchestrator Suite Accelerate IT and business automation
- HCL BigFix Secure endpoint management
- HCL BigFix AEX AI-driven employee experience accelerating productivity and innovation
- HCL BigFix Enterprise+ An all-in-one IT infrastructure automation offering enabling you to stay ahead of cyber threats
- HCL BigFix Workspace+ Fueling GenAI within the Digital+ experience
- HCL iControl HCL iControl is a business flow and process observability solution
- HCL MyXalytics Cloud finOps visibility and insights
- HCL SX Service management for everything-as-a-service delivery
- HCL Workload Automation Simplify and automation business workflows
- HCL Automation Orchestration Streamline Business Processes
- HCL CDP Flexible and customizable customer data platform
- HCL DX The DXP for the moments that matter
- HCL Foundry Secure backend services
- HCL Leap No code citizen app dev
- HCL TX Platform Deliver seamless customer and employee experiences
- HCL Volt MX Multi-experience low code app dev
- HCL Connections Collaboration and task management in one workspace
- HCL Domino Rapid application development platform
- HCL Leap No code citizen app dev
- HCL Link Connectivity across your digital ecosystem
- HCL Notes Comprehensive email and collaboration hub
- HCL SafeLinx Secure and flexible remote access to enterprise applications
- HCL Sametime Secure meetings, video, and chat communications
- HCL Verse Smart and secure enterprise email for seamless workflow
- HCL Augmented Network Automation (SON)Intelligent RAN automation platform
- HCL DFMProCAD integrated Design-for-Manufacturing platform
- HCL CAMWorksCAM for machining productivity
- HCL GloviusModern lightweight CAD Viewer
- HCL Mainframe Optimization Optimize, modernize, and innovate your mainframe investments
- HCL Secure DevOps Automated testing and security scanning
- Artificial Intelligence: Built for Scale Humanizing artificial intelligence to elevate IT Operations
- HCL Actian Data Platform Data services suite; flexible deployment
- HCL AION AI life cycle management platform
- HCL AppScan Scans for application vulnerabilities
- HCL BigFix Secure endpoint management
- HCL Commerce Cloud Enterprise e-commerce for B2C and B2B
- HCL Domino Rapid application development platform
- HCL iAutomate Accelerating IT operations with intelligent, end-to-end automation
- HCL iControl HCL iControl is a business flow and process observability solution
- HCL MyXalytics Cloud finOps visibility and insights
- HCL Secure DevOps Automated testing and security scanning
- HCL SX Service management for everything-as-a-service delivery
- HCL TX Platform Deliver seamless customer and employee experiences
- HCL Unica Enterprise marketing automation platform
- HCL Volt MX Multi-experience low code app dev
- HCL Zeenea Data Intelligence Platform Cloud-native data governance solution
- HCL Actian
- HCL Actian Data Platform
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- HCL Aftermarket Cloud
- HCL AppScan
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- HCL Automation Orchestrator Suite
- HCL BigFix
- HCL CAMWorks
- HCL Clara
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- HCL Workload Automation
- HCL Z Asset Optimizer
- HCL Z Abend Investigator
- HCL Z and I Emulator
- HCL Zeenea Data Intelligence Platform
- HCL Zen Edge Data Management
- Citizen Developers
- IT Operations & Management
- Line of Business
- Data Analysts
- Security & IT Compliance
- HCL AppScan Scans for Application Vulnerabilities
- HCL DataConnect Low-code integration platform
- HCL Domino Rapid application development platform
- HCL Leap No Code Citizen App Dev
- HCL Secure DevOps Automated testing and security scanning
- HCL TX Platform Deliver seamless customer and employee experiences
- HCL Volt MX Multi-experience low code app dev
- HCL Automation Orchestrator Suite Accelerate IT and business automation
- HCL BigFix Workspace+ Fueling GenAI within the Digital+ experience
- HCL BigFix AEX AI-driven employee experience accelerating productivity and innovation
- HCL iControl HCL iControl is a business flow and process observability solution
- HCL MyXalytics Cloud finOps visibility and insights
- HCL SX Service management for everything-as-a-service delivery
- HCL Workload Automation Simplify and automation business workflows
- HCL Aftermarket Cloud Aftermarket-led growth platform
- HCL Automation Orchestrator Suite Accelerate IT and business automation
- HCL Augmented Network Automation (SON)Intelligent RAN automation platform
- HCL Commerce Cloud Enterprise e-commerce for B2C and B2B
- HCL CAMWorksCAM for machining productivity
- HCL CDP Flexible and customizable customer data platform
- HCL DFMProCAD integrated Design-for-Manufacturing platform
- HCL Discover+ Behavioral insights for customer journeys
- HCL GloviusModern lightweight CAD Viewer
- HCL Marketing Cloud Fueling Precision Marketing At Scale with AI
- HCL Unica Enterprise marketing automation platform
- HCL Actian Empowers the data-driven enterprise
- HCL Actian Data Platform Data services suite; flexible deployment
- HCL Actian Ingres Legendary transactional RDBMS
- HCL CDP Flexible and customizable customer data platform
- HCL DataConnect Low-code integration platform
- HCL Zeenea Data Intelligence Platform Cloud-native data governance solution
- HCL Zen Embeddable edge data management
- HCL AppScan Scans for Application Vulnerabilities
- HCL BigFix Secure endpoint management
- HCL BigFix Compliance Ensure security with continuous, real-time compliance monitoring
- HCL BigFix CyberFOCUS Supercharging IT operations to secure the enterprise
- HCL BigFix Remediate Automate, remediate & secure endpoints
- HCL Secure DevOps Automated testing and security scanning
- Industries
- Partners
- Customer Success
- What We Envision

What we achieved
-
40%
faster customer onboarding
-
50%
savings on cost of operations
-
35%
reduced MTTR
To who
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Industry IT Services
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Products: HCL SX
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Region Global
Overview
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Part 1
Challenge
The key challenges included handling multiple tenants with multi-dimensional service management needs, inability to reduce the cost of ownership, inconsistent user experience, overwhelming tool functionalities that were excessive for limited core service management usage, eBonding related to ticket creation and handling, and integration with the Configuration Management Database (CMDB).
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Part 2
Solution
During the implementation, SX addressed these challenges by enhancing configurability of company-level policies without needing specialized developers, enabling rapid service delivery through integration, providing true multi-tenancy with data and configuration segregation at multiple levels, and simplifying the onboarding of customer companies.
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Part 3
Results
Faster customer onboarding, significant operational cost reduction and reduced Mean Time to Resolution (MTTR).
The Challenge
The client encountered numerous obstacles in delivering IT services to its diverse clientele, stemming from the unique service management requirements of each customer. Maintaining a uniform user experience while managing costs posed a significant challenge for the managed service provider.
Another significant hurdle in delivering customer support through managed services involved establishing integration with the existing suite of tools that served as interfaces for end users. Clients expected seamless connectivity and bidirectional integration for tasks such as ticket creation, posing considerable challenges in meeting these expectations.
The effective segregation of data amongst tenants also remained a challenge for the managed service provider while delivering support to its multiple clients.

The Solution
The client opted for HCL SX to address and overcome all the challenges related to support for its customers within its managed services model. HCL SX, an innovative product, is meticulously designed to cater to the requirements of both direct customers and managed service providers.
It offers data segregation at the onset with flexible configuration, thereby meeting the diverse needs of MSPs across different client scenarios.
HCL SX ensures seamless integration with the client’s existing toolset, whether for ticket creation or updating configuration management databases in leading service management tools.
By leveraging its features, HCL SX effortlessly resolves all client challenges, leading to faster customer onboarding, significant operational cost reduction and reduced Mean Time to Resolution (MTTR).
The Results
The implementation of the customer service delivery model utilizing HCL SX resulted in numerous impactful benefits for the customer. Some of the key benefits that were achieved via this implementation are as below:
- Increased operational efficiency with significant reduction in cost of ownership
- End-to-end service and fulfillment orchestration capabilities
- Seamless Integration w.r.t ticket creation and status via bi-directional communication
- True multi-tenancy, faster onboarding, deployment and fulfillment
- Update to CMDB via integration to keep it accurate and up-to-date
About the company
The client is a prominent managed service provider, delivering managed IT services to 100+ customers. Their offerings encompass service management, cloud management and infrastructure management as a service.
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