ITIL® Case study: How ITIL®4 helped Wipro deliver value


When discussing the business landscape from 2020 to 2021, it is impossible to ignore the challenges caused by the COVID-19 pandemic. It was a serious test of every organization’s business continuity, agility, and resilience. The pandemic exacerbated existing factors that had not been prioritized, but now had to be urgently managed.

However, some organizations were able to overcome these challenges and even increase growth during these uncertain times. This case study will explore how Wipro Limited, a leading global IT company, used ITIL® 4 to deliver greater value to the customer during the pandemic.

Wipro and its digital-first strategy

Wipro is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging their holistic portfolio of capabilities in consulting, design, engineering, and operations, they help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 250,000 employees and business partners across 66 countries, Wipro delivers on the promise of helping customers, colleagues, and communities thrive in an ever – changing world.

The four pillars of the digital-first approach

Wipro provides a range of services including digital strategy advisory, technology consulting, global infrastructure services, business process services, cloud, mobility and analytics
services. In addition, the company offers custom application design, re-engineering and
maintenance, systems integration, package implementation, research and development,
and hardware and software design.

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    Wipro’s business strategy is about driving a digital-first approach via four pillars:

    • Business transformation
    • Modernization
    • Connected intelligence
    • Trust.

    Wipro’s aim is to earn client trust and maximize the value of organizations, by helping them to reinvent their operational model using the four pillars.

    Using ITIL 4 to meet COVID-19 challenges

    Wipro has been using ITIL guidance for years to optimize the management of its IT services. In 2019, the company started a programme to leverage ITIL 4, combining them with existing best practices.

    ITIL 4 includes practice guides for incident management, change enablement, problem management, continuity management, and risk management. This enables organizations to effectively manage operations and minimize risks at all levels.

    Wipro partnered with Quint Consulting Services, a global consulting and training organization, to be one of the first adopters of ITIL 4 since its launch in March 2019. The entire team of ITSM members were certified in the new ITIL 4 modules along with the MP Transition modules to bridge the knowledge from the previous ITIL V3 to ITIL 4. While most of the IT service providers were still struggling to stabilize the older ITIL V3, Wipro was already developing its new methodology on the new ITIL 4 value-based service approach.


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