Service Definition

In this phase MindWorx defines scope of service, number of applications & processes to outsource, knowledge transition methodology and roadmap along with price of the contract

Service Transition

In this phase MindWorx works with client’s HR and Organization Change Management board to conduct stake holder assessment, staff augmentation, ITIL tool setup, SLO and SLA finalization, Governance structure, Process harmonization and Infrastructure setup. Knowledge Transition happens in this phase including KT documentation and sign-offs.

Service Delivery

This is the steady state of the service, service can be delivered for different geographies. MindWorx will manage Knowledge Base articles, Known Error Databases, Incidents and Requests will be handled as per the SLAs. New minor enhancements to existing applications are performed during this phase (SDLC for enhancement – Release Management). Managed Production releases (Change management process) is followed. Delivery team will setup backup and recovery sites. As mentioned above this BAU phase.

Service Management

This is a governance and management phase for Service Delivery provided by onsite and offshore teams. Project Management, Resource Management, Risk Management, Scope changes to existing services and managing the new demand spikes for the business services.

Service Measurement

With this phase MindWorx provides visibility to Client’s - Service Delivery Manager, Directors and Sr. Management. SLAs and KPIs are reported in MSR (Monthly Status Report), WSR provide working snap shot of the previous week. Customer Satisfaction (CSAT) Surveys are conducted in this phase. Billing / invoicing is done as per met SLAs.

Service Improvement

By taking the data from previous stage (measurement) MindWorx completes analysis of trends and backlogs. Service Improvement areas are identified with client feedback and using the data. Action Plans are shared and implemented in this phase. Most of the customers receive a very matured service at this stage

Value Addition

By this stage, ODC team gets very familiarized with client’s applications and processes. Using “Triple I�? methodology many value creation ideas are introduced to client. Upon approval from client those enhancements are implemented in this service model. The scope of ideas in this phase is usually limited to Managed Services. This phase can be viewed as Run the Business (RTB) as it’s adds value to existing business practice.


By this stage, ODC is well aware of Client’s challenges and needs. MindWorx brings the best industry solutions or ideas to the table to implement. This model can be viewed as Change the Business (CTB) to more profitable venture for client.

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