Enlighta Deliver for ITIL Service Delivery

Case Study

Enterprise ITIl Delivery

ITIL enablement across global providers within 14 weeks. Immediate ROI on deployment.

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EngagementPremier EngagementMega Engagement
< $10M / year contract To $50M / year contract > $50M / year contract
from $ 3K/ month from $ 5K / month from $10K / month
Enlighta Pricing Image



Premium data center hosting

Enlighta applications are deployed and hosted using a SaaS (Software-as-a-Service) model in premier data-centers in USA and Asia. Enlighta hosted applications are deployed with service levels for uptime.

  • Extreme Reliability with Uptime SLA
  • 24x7 Physical and Network Security Monitoring
  • Disaster Recovery and High Redundancy
  • SAS 70 Audited

Client hosting

Alternatively, the client can choose to deploy Enlighta solutions internally in client data-centers.

  • Windows XP, Windows Server, RedHat Linux
  • DBMS – Oracle, MS SQL Server, MySQL
  • Active Directory, LDAP, SSO, MS Exchange

Product and Application Support

Enlighta provides two forms of support - email and web-based product support for Enlighta product licensees, and premier application support for clientsneeding 24x7 support and application level support with response and resolution service levels.

Data Quality and Operations Support

Enlighta also offers clients back-end support to clients for ongoing data operations.This includes:

  • Aggregation of data from multiple sources including services providers, internal applications and systems, spreadsheets
  • Formatting and cleansing of data for consistency
  • Upload of data for metrics and service delivery
  • Reminders for missing information
  • Verification of performance reports
  • Changes to processes, metrics, reports, dashboards per changing business needs

Capabilities & Benefits

Capabilities & Benefits

Capabilities & Benefits

Top 7 Reasons
Why Enlighta is a Must-Have for Multi-Vendor Governance

  • Proven Solution used by world's top services providers and enterprises
  • SaaS Deployment – With Internal/External Hosting Options
  • Rapid Business Analyst Adaptability for Custom Needs
  • Supports Business Process Outsourcing and IT Outsourcing engagements
  • Typical time to Deploy in 3-4 Weeks for each service area
  • Global providers can easily adopt the solution for performance reporting
  • Management insight to improves the business outcomes from outsourcing






Each client engagement is assigned an implementation team, with a project manager, one or more application consultants and quality consultants. Most client engagements are performed as fixed-price projects after completion of the Define phase.

Enlighta Services are practitioners of agile implementation processes; application modules are iteratively implemented with feedback from client subject-matter-experts resulting in rapid configuration of subsequent iterations.

Overview-Enlighta Govern for Multi-Vendor Governance



Enlighta Govern provides comprehensive support for the multi-vendor governance for globally sourced (internal, captive or outsourced) services. Enlighta Govern is highly adaptable, is based on "Web 2", and fully supports global services delivery by multiple vendors and internal groups across multiple service lines – applications outsourcing, infrastructure outsourcing, contact centers, knowledge outsourcing, HR outsourcing, back office processes or custom services for your business.

The solution suite has been architected to be modular – you can choose to leverage the entire suite or only use the modules that complement your current tools. For instance, if you have invested in a Cognos for management reporting, you can still use the contract, SOW and compliance monitoring capabilities of the suite for effective multi-vendor governance.

Module Overview

Supplier Catalog Supplier repository including contacts, market and analyst data, QBRs, capabilities, delivery centers, categorization.
Contract Management Repository of contracts and work-orders; notifications on key dates; automation of approval processes, track terms of contract
Service Level Management Model SLAs and OLAs for services in catalog, support for versioning, thresholds for warning, breach and targets against metrics
SLA Scorecards Automate generation of SLA scorecards, drill-down to monthly, weekly, daily performance reports, annotate results
Service Credits Automate computation of service credits and incentives based on service levels, track earnbacks, and automate overrides
Financials Management Track and report spend by services and contracts, compute and report variances to rate-cards, invoice validation and approvals
Issue Management Track billing, operations, personnel issues and automate processes including escalations. Report across types, suppliers, priorities
Risk Management Associate and report weighted risk with items such as services and projects, track dependencies and risk mitigation steps
Triggers Notification and process triggers on ARC/RRC, SLA triggers, earnbacks, milestones, pricing changes, approvals
Analytics Real-time metrics drill-down across multiple dimensions such as suppliers, regions, contracts; baseline reports; trendlines
Audit Management Track and report performance, financials, security audits; audit findings and corrective action plans
Dashboards Role based management personalizable dashboards for reporting of performance, compliance, quality, scorecards


 Enlighta has proven to be a powerful solution for enabling efficient outsourcing governance. The support provided both during and since implementation has been outstanding. 

Project Manager, F100 Financial Services