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IT & Digital Workplace CoE

Centralise and modernise enterprise IT operations across ITSM, cloud operations, digital workplace, cybersecurity, platforms and AIOps.

6 Core it & digital workplace capability areas

3 Integrated delivery layers

4 Knowledge-to-value levers

1 Connected it & digital workplace knowledge platform

OUR CUSTOMERS

GoodWorks Group, trusted by everyone — Fortune 500 to startups.

OUR TRACK RECORD

GCC Success Stories

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Cyber Security · Singapore Saptharushi Saptharushi India Global Capability Centre (GCC) Read case study →

Automotive · Germany Mercedes-Benz Mercedes-Benz Research & Development India Read case study →

Retail · UK Tesco Tesco Bengaluru Global Capability Centre Read case study →

Automotive · Germany BMW BMW Motorrad India Read case study →

EXPERT COMMITTEE

IT & Digital Workplace CoE Expert Committee

A 6–8 member committee brings together GCC leadership, functional specialists, technology experts and ecosystem perspectives. It provides strategic guidance, validates knowledge outputs and helps keep priority themes current.

IT Leader

Global CIO / IT Operations GCC Leader

Brings service ownership, sourcing and global IT operating-model perspective.

Cloud & SRE

Cloud Platform / Reliability Engineering Head

Validates cloud operations, platform engineering, SRE and FinOps practices.

Digital Workplace

Workplace / Employee Technology Leader

Connects endpoint, identity, collaboration and digital employee experience.

ITSM & AIOps

Service Management / AIOps Specialist

Brings process, observability, automation and service-intelligence perspective.

Technology Specialist

IT & Digital Workplace Platform / Architecture Specialist

Brings platform architecture, integration, workflow and automation expertise into the functional operating model.

Controls & Governance

IT & Digital Workplace Governance / Controls Lead

Validates controls, risk, service management and governance themes for scalable global operations.

Academia & Skills

IT & Digital Workplace Skills / Research Representative

Connects role architecture, future skills and capability-development pathways to the CoE.

International SME

Global IT & Digital Workplace Shared Services SME

Provides global benchmark, service-model and transformation perspective across mature GCC and GBS environments.

FUNCTION OVERVIEW

IT & Digital Workplace Capability for Global GCCs in India

IT GCCs increasingly operate as global technology operations hubs with responsibility for cloud, workplace, service management, platforms, automation and reliability.

The IT & Digital Workplace CoE structures service ownership, platform operations, experience, cybersecurity interfaces, observability and automation into a global operating model.

6 Core it & digital workplace capability areas

3 Integrated delivery layers

4 Knowledge-to-value levers

1 Connected it & digital workplace knowledge platform

FUNCTION OPERATING LANDSCAPE

IT Service Management

Incident, request, problem, change and knowledge processes need common ownership, data and service measures.

Tracked monthly

Cloud Operations

Landing zones, FinOps, reliability, security and platform operations require standard guardrails across cloud estates.

Tracked continuously

Digital Employee Experience

Device, identity, collaboration and support experience need end-to-end service ownership rather than tool-by-tool management.

Tracked monthly

Cybersecurity Operations

Identity, endpoint, vulnerability, SOC and incident interfaces must be integrated with IT operations.

Tracked continuously

AIOps & Observability

Telemetry, event correlation, automation and SRE practices need shared data and accountable response workflows.

Tracked monthly

HOW THIS GCC COE DELIVERS VALUE

Knowledge

IT & Digital Workplace research, operating benchmarks, talent themes and priority standards are converted into decision-ready knowledge.

Advisory

Expert Committee guidance validates the capability model, operating choices and priority transformation themes for it & digital workplace.

Ecosystem

Talent, technology, academic and specialist partner connections help accelerate it & digital workplace capability building in India.

Accelerator Kit

Reusable blueprints, role maps, governance patterns and implementation playbooks reduce time spent designing the it & digital workplace model from scratch.

FUNCTION SNAPSHOT

IT & Digital Workplace GCC Capability Snapshot

Core Capability Areas

IT service towers

Reliability / automation levers

Integrated Delivery Layers

Capability-structure indicators for the CoE model. Enterprise-specific market and workforce metrics are validated during the engagement.

THE CHALLENGE WE SOLVE

What modern IT & Digital Workplace teams need to solve

IT & Digital Workplace teams need a coherent global operating model, trusted data, clear controls and the right automation choices before scale creates complexity.

Tool Sprawl & Fragmented Ownership

Multiple ITSM, cloud, monitoring and workplace tools create duplicated operations and weak accountability.

Inconsistent Service Experience

Global users receive different service quality when channels, SLAs and support models vary by region.

Cloud Cost & Reliability Pressure

Cloud operations need FinOps, SRE, guardrails and service ownership rather than only infrastructure administration.

Security–Operations Handoffs

Poor integration between IT operations and security creates slower detection, remediation and change decisions.

AIOps Without Operational Discipline

Automation cannot compensate for weak observability, event data, ownership or runbook design.

OUR SERVICES — END-TO-END OR MODULAR

Build the right IT & Digital Workplace capability

Use the complete GCC lifecycle or select the strategy, setup, talent, technology, governance and transformation modules required for this mandate.

IT Operating Model

Service towers, ownership, sourcing, SLAs and governance design.

ITSM Transformation

Incident, request, problem, change, knowledge and service-catalog design.

Cloud Operations

Platform ops, reliability, FinOps and automation.

Digital Workplace

Endpoint, identity, collaboration and employee experience operations.

Observability & SRE

Monitoring, telemetry, SLOs, incident response and reliability engineering.

Cybersecurity Interfaces

SOC, IAM, vulnerability and operational-security integration.

AIOps & Automation

Event correlation, runbook automation and AI-assisted operations.

Talent & Capability

Cloud, ITSM, SRE, workplace and automation hiring/upskilling.

HOW WE DELIVER

Three integrated layers

A common delivery model connects validated knowledge to setup, capability building, scale and ongoing optimisation.

01 / KNOWLEDGE

Knowledge & Expert Committee

Sector or functional research, operating intelligence, talent context, technology benchmarks, regulatory updates and reusable reference material.

02 / SETUP & BUILD

Setup & Build

Entity, workspace, talent, technology, compliance and operating-model setup aligned to the CoE mandate.

03 / GROWTH

Growth & Optimisation

Mandate expansion, capability upgrades, leadership development, health diagnostics and ongoing transformation advisory.

DOMAIN COVERAGE

What the IT & Digital Workplace CoE Covers

The CoE structures six core it & digital workplace capability areas into a reusable GCC operating and transformation model.

IT Service Management

Service desk ITSM service catalogs operational governance

Cloud Operations

Cloud platform operations FinOps reliability infrastructure automation

Digital Workplace

Endpoint collaboration identity employee technology services

Cybersecurity Operations

Security monitoring access controls operational security practices

Enterprise Platforms

ERP integration middleware platform support services

AIOps & Automation

Observability event intelligence automation of IT operations

ENGAGEMENT CADENCE

A repeatable rhythm of knowledge exchange

The model combines focused CoE activity with cross-ecosystem forums so knowledge stays current and actionable.

Per CoE — Semi-Annual Activity

Focused roundtables, working sessions and knowledge exchanges around the most material capability topics.

Annual Flagship Forum

A cross-CoE forum connecting enterprise leaders, experts, ecosystem partners and emerging capability themes.

KNOWLEDGE REPOSITORY

What IT & Digital Workplace CoE Publishes

A structured repository of reports, benchmarks, trackers, public snapshots and expert-led publications keeps the CoE knowledge layer current and practical.

QUARTERLY INTELLIGENCE

IT & Digital Workplace GCC Landscape Brief

Quarterly view of capability signals, operating trends, talent demand and material developments affecting it & digital workplace GCC leaders.

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BENCHMARK

IT & Digital Workplace Capability & Talent Benchmark

Role families, skill priorities, maturity indicators and operating benchmarks for planning and scale decisions.

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PLAYBOOK

IT & Digital Workplace CoE Operating Playbook

Reusable governance, process, service-model and implementation patterns for enterprise teams.

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FUNCTION OVERVIEW

IT & Digital Workplace GCC Snapshot

Public high-level overview of the it & digital workplace capability landscape, priority themes and India operating considerations.

View freely - no registration

WHITEPAPER

IT & Digital Workplace Strategy for India GCCs — 2026

Research-led perspective on building, scaling and transforming it & digital workplace capability in India.

Request access

EXPERT BRIEFING

IT & Digital Workplace Expert Committee Briefing

Periodic expert-led briefing on material capability, talent, technology, governance and transformation themes.

View briefing details

ECOSYSTEM

Enterprise, academic and technology connections

The CoE connects capability leaders to the broader network required to establish, operate, scale and transform in India.

Enterprise & Industry

GCC and GBS leadership
Domain and functional specialists
Industry associations and peer networks

Academia & Research

Universities and research institutions
Specialist talent pipelines
Applied research and knowledge partnerships

Technology & Innovation

Technology platform specialists
Start-up and innovation ecosystem
International SMEs and benchmark networks

TECHNOLOGY PLATFORM

IT & Digital Workplace CoE AI Knowledge Assistant

Developed and maintained by Sansovi GCC, the assistant gives enterprises instant access to current, India-specific information sourced from the GCC CoE knowledge repository.

Sector-specific opportunities in India

Talent availability by vertical and role

Universities and research institutions

Government initiatives and infrastructure

Policy FAQs and investment environment

Events and ecosystem activities

GCC landscape and benchmarks

India's GCC ecosystem overview

Functions solely as an informational resource, never as legal, financial or regulatory advice.

IT & Digital Workplace CoE AI Knowledge Assistant interface

FREQUENTLY ASKED QUESTIONS

Common questions about IT & Digital Workplace CoE

Quick answers to the questions GCC leaders typically ask when evaluating this capability in India.

What should an IT GCC centralise first?+

Start with services that have clear ownership, common platforms and measurable demand, then expand toward platform engineering, SRE, cloud, workplace and automation.

How should ITSM be designed for a GCC?+

Use global process ownership, a common service taxonomy, clear escalation, knowledge, service levels and integrated observability rather than simply moving tickets.

What is the role of FinOps?+

FinOps connects engineering, finance and business ownership to cloud usage, cost allocation, forecasting, optimisation and architectural decisions.

When does AIOps create value?+

When telemetry is reliable, service topology is understood, response ownership is clear and automated actions have controlled runbooks and rollback.

How can Sansovi support IT CoE setup?+

Support can cover operating model, talent, workspace, cloud/platform operations, ITSM, automation and capability development.

Ready to build your Centre of Excellence?

Whether you're establishing a new GCC capability, expanding an existing shared-services function, or moving toward AI-led intelligent operations — Sansovi GCC can help you assess, build and scale the right model.

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