Digital workplace Services CoE

DIGITAL WORKPLACE SERVICES

Experience Is the
New Uptime.

The digital workplace is no longer defined by devices and tickets. It is defined by the quality, security, and continuity of the employee experience across locations, endpoints, applications, and channels. One CoE to design it, run it, and continuously improve it.

Digital Employee Experience

Modern Service Desk

End-User Computing

Workplace Automation

Field Services

From reactive end-user support to an experience-led operating model.

3i Infotech’s Digital Workplace Services CoE brings workplace advisory, digital employee experience management, modern service desk, end-user computing, collaboration platform support, virtual workplace enablement, workplace automation, and field services into one measurable operating model, delivered 24×7 through Global Command Centres.

SLAs measure availability. XLAs measure experience. We manage to both.

Digital Workplace Advisory & Transformation

Workplace assessment, operating-model design, technology roadmap, experience baselining, and transformation planning for hybrid and distributed workforces.

Outcome:A modernization path grounded in how your people actually work.

Digital Employee Experience Management

DEX measurement, employee-experience monitoring, sentiment and telemetry insight, friction identification, and continual experience improvement, managed through XLAs alongside SLAs.

Outcome:Employee experience managed as a measurable business metric, not a mood.

Modern Service Desk

Omnichannel support, self-service, knowledge management, virtual assistance, Shift-Left support, and First-Call Resolution improvement under SLA-based service management.

Outcome:Support employees reach easily and rarely need twice.

End-User Computing & Endpoint Management

Device provisioning, configuration, patching, software distribution, endpoint administration, remote support, and unified endpoint lifecycle management.

Outcome: A secure, compliant, current, and quietly reliable device estate.

Workplace Platforms & Collaboration

Support for Microsoft 365, Teams, messaging, and productivity environments across the collaboration estate.

Outcome: Consistent, reliable collaboration across every location and device.

Virtual & Flexible Workplace Enablement

VDI, DaaS, remote-work enablement, and secure access to workplace applications for distributed and flexible working models.

Outcome: The same secure workplace experience, wherever work happens.

Workplace Automation & Experience Operations

Automated fulfilment, onboarding and offboarding, scripted remediation of common incidents, ticket deflection, and AI-assisted support, with human oversight retained.

Outcome: Service desk capacity redirected from repetitive tasks to higher-value resolution.

Field Services & Device Lifecycle Support

Onsite and VIP support, hardware lifecycle services, asset and vendor management, break-fix coordination, smart-hands, and multi-vendor workplace support.

Outcome: One partner across every location, device, and vendor.

Delivery assets that standardise transition and lift resolution.

Frameworks and tooling drawn from the existing managed-services practice, applied to the workplace estate.

HybridNxT

TRANSITION & OPERATIONS FRAMEWORK

Standardises workplace service transition and operational maturity, with a structured, low-risk takeover model for complex multi-vendor environments.

Tools as a Service (TaaS)

BUNDLED WORKPLACE TOOLING

ITSM, ITAM, monitoring, and reporting tooling bundled into the managed service, reducing upfront licence cost and deployment complexity.

Shift-Left Service Model

FCR & TICKET DEFLECTION

Knowledge, self-service, and L1 enablement patterns that move resolution closer to the employee and lift First-Call Resolution.

DEX Accelerators

EXPERIENCE OPERATIONS

Speed up Digital Employee Experience outcomes with purpose-built accelerators. Gain rapid visibility, faster root-cause resolution, and proactive remediation — so your Experience Operations team can focus on delivering seamless productivity instead of fighting tickets.

Experience-led. Automation-backed. Accountable everywhere your people work.

3i Infotech’s workplace practice grew inside environments where support failure meant business failure. That discipline now serves distributed workforces across BFSI, government, manufacturing, and healthcare.

Experience Over Tickets

Success measured through experience and XLAs alongside SLAs, aligning IT performance with business impact rather than closure rates.

One Accountable Model

Service desk, endpoint, field, asset, and vendor management under a single owner, ending fragmented multi-vendor finger-pointing.

Shift-Left Discipline

Self-service, knowledge, and enablement move resolution closer to the employee, lifting First-Call Resolution and shortening queues.

Automation With Oversight

Scripted remediation, automated fulfilment, and AI-assisted support with human oversight retained. No unqualified zero-touch promises.

Global Command Centre Delivery

24×7 coverage from three command centres, under ISO 27001, ISO 9000, and PCI-DSS certified operations

Security-Aligned Endpoints

Endpoint hygiene, patch compliance, and identity integration aligned with the Cyber Security CoE’s frameworks, not duplicating them.

Built for distributed workforces at enterprise scale.

End Users Supported

0 K+

Global Command Centres

0

Certified Support Staff

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Enterprise Clients

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Delivered where people work. Across locations. At scale.

Case Study: Insurance (BFSI) | End-User & Network Support Services

Centralised IT Support Across 900+ Locations for a Major Insurer

An automobile, health and travel insurer struggled to deliver consistent support across 900+ locations and 5,000+ assets under a decentralised model. 3i Infotech implemented end-user and network support, a centralised helpdesk and proactive maintenance, delivering faster resolution, better service levels, cost savings and minimal downtime.

Case Study: Healthcare / Hospital | Managed IT Services

Scalable Managed IT Support for a Specialty Hospital

A liver and biliary super specialty hospital faced IT systems that hadn't scaled with growth, driving costs, wastage and stop-gap fixes. 3i Infotech delivered Managed Services, from help desk and end-user support to server, backup and telecom management, turning IT from cost centre into enabler.

Case Study: Semiconductor / Automated Material Handling | Cybersecurity & Infrastructure Managed Services

SOC-Led IT Operations for a Semiconductor Automation Provider

A Singapore-based provider of Automated Material Handling Systems for leading semiconductor manufacturers needed end-to-end IT services. 3i Infotech delivered NOC and SOC monitoring, ITSM-based service desk, end-user support, robotic automation of 10 IT processes and infrastructure support, achieving 20–25% cost reduction and standardised service delivery.

Strict boundaries. Strong connections.

Hybrid Cloud Infrastructure Services

Data centres, cloud, compute, storage, network, and backup operations beneath the workplace.

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Enterprise Tools, Automation & AIOps

Enterprise observability, AIOps, and infrastructure-wide automation that workplace telemetry can feed.

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Cyber Security

SOC, MDR and XDR, SIEM, and managed security operations beyond the workplace endpoint hygiene on this page.

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Application Engineering

The business applications employees rely on, engineered, modernized, and supported.

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Intelligent Automation

Business-process automation beyond the workplace fulfilment automation covered here.

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Data & Analytics

Analytics platforms that deepen workforce and experience insight.

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Common questions about Digital Workplace Services.

What are Digital Workplace Services?

An experience-led operating model for everything employees touch: digital employee experience management, modern service desk, end-user computing and endpoint management, collaboration platform support, virtual workplace enablement, workplace automation, and field services, run 24×7 with measurable service and experience outcomes.

What is digital employee experience (DEX) management?

DEX management measures and improves how work actually feels: endpoint performance, application responsiveness, login and latency friction, and employee sentiment. Where SLAs measure availability, XLAs measure perceived experience, aligning IT metrics with business impact and making improvement provable.

What does the modern service desk include?

Omnichannel support across phone, chat, web, and portal, self-service and knowledge management, virtual assistance, Shift-Left enablement, First-Call Resolution improvement, and SLA-based service management with transparent reporting.

What do end-user computing and endpoint management cover?

Device provisioning and configuration, patching, software distribution, endpoint administration, remote support, and unified endpoint lifecycle management, keeping the device estate current, compliant, and quietly reliable across distributed locations.

How does workplace automation reduce ticket volumes?

Automated fulfilment handles routine requests, scripted remediation resolves recurring incidents such as configuration drift and software updates, and joiner-mover-leaver workflows automate onboarding and offboarding. Automation operates under governance with human oversight retained.

Do you support virtual desktops and remote work?

Virtual and flexible workplace enablement covers VDI, DaaS, remote-work enablement, and secure access to workplace applications.

How do field services and device lifecycle support work?

Onsite and VIP support, hardware lifecycle services, asset and vendor management, break-fix coordination, and smart-hands services provide one accountable partner across locations and vendors, coordinated with central service desk operations.

How does Digital Workplace relate to cyber security?

The workplace CoE owns endpoint hygiene, device compliance, patching, identity integration, and secure-access enablement. SOC, MDR and XDR, SIEM, threat management, and managed security operations are delivered by the Cyber Security CoE, with endpoint governance aligned between the two.

How does transition to the service work?

Through the HybridNxT framework: a structured, low-risk takeover model using pre-built SOPs, bundled tooling, and trained Global Command Centre teams to take fragmented, multi-vendor workplace environments to operational stability with minimal disruption.

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3i Infotech