Maturing Remote Infrastructure Management Capabilities

RIM service providers are maturing, or so most say, when it comes to developing capabilities up the value chain. Following (in ascending order) are the service areas when it comes to assessing maturity on a single dimension of nature of service delivered. There are other dimensions -- in terms of pool of resources, number of customers, innovation, patents etc. but we will for the sake of simplicity, limit the discussion to the nature of work being outsourced to offshore RIM providers. So, here's the list in ascending order of maturity:

• Monitoring : L1 monitoring of events; resolving basic ticket and assigning tickets to L2/L3
• Management : L2/L3 support; resolving tickets assigned by L1 teams or system generated and queued
• L4 support : L4 or close to OEM technology support
• Architecture : Designing of IT Infrastructure
• Implementation of mid/high complex infrastructure : includes Storage, Backup, high-end computing platforms
• Transformation Consulting : Roadmap and recommendation for transformation
• Technology Development : Pioneering new frontiers of technology related to IT Infrastructure

Most IT Infrastructure providers or RIM service providers are today operating at the lowest two levels of L1/L2/L3 support. There may be one off engagements where they deliver higher levels of support at L4. For those higher up in the value chain (in italics above), it is still a space where they have not established themselves.

It is not easy to find resources who have practical experience in those areas at offshore. Competencies are being mostly build with experience being at L1 through L4 levels but that is not easy. Hiring professionals in other geos is an option which some have started to consider but then they cannot use that as a scalable model without upsetting the labor arbitrage.

HP & IBM

Among the various OEM majors two companies stand out for their coverage and above all "offering mix". Each of these two have a hardware business to reckon with, have a software aspiration (or also a software business to reckon with) and each of course is big in the services play.

Let's look at some of the major competitors in each of these categories:

• Hardware : Dell, Sun
• Software : (is a big space depending on where you are looking): Oracle, CA, BMC
• Services : EDS, CSC, Accenture, Offshore based players like TCS, Wipro, Infosys, CTS etc.

This is an interesting situation because their competitors in each of these three distinct categories are also possible alliance partners or sources of size-able revenue for one of the other category.

Both these companies realize that wooing the service providers who also compete with them is also important for their hardware and software business. Thus it is not uncommon to see HP/IBM presenting and sharing technical details of their hardware and software products with these service providers.

This is an interesting relationship! The two companies are competitors for large deals but also need each other though often the hardare vendors seek them more than the other way. In caseses where the service providers encounter mainframes, of course they would then seek IBM for specific inputs.

On their part, HP and IBM talk of how these distinct teams are different and insulated from each other. The sales rep will give some standard explanation of how his colleagues work on the same deal but they don't talk and the whole of IBM/HP till the top is unaware of IBM/HP teams working on the same deal.

Impact of Recession on Offshore Based IT Services Companies

I wrote some time back on "Wall Street Meltdown & Offshore IT Players". In the past months the meltdown has crossed over to the oft quoted Main Street and now is on Hosur Road, Whitefield and OMR in India.

The global recession which was being discussed in whispers and "what ifs" is now full blown in terms of acceptance. However the extent of its impact is yet to be known. With the domino effect it has been having this time across various industries ( I was reading last week that in the previous quarter Volvo reported new orders for just under 150 new trucks globally, against a number close to 15000 in the same quarter last year). Unlike the last one, this recession is not limited to or greater in impact to the technology companies alone. In this one it seems that the technology companies will feel the heat as opportunities from various industries they connect with, get impacted. So, the impact is more widespread, it has shaken the fundamentals of economy and business in many countries and has now crept to impact everyone with the government bailouts, mortgages and job losses.

So, what does it mean in terms of its impact to the offshore based IT companies in particular. Here is my take:

1. The worst is yet to come. What we are seeing now are steadier revenues from business signed few quarters back. Since a large part of the engagements are relatively longer in terms of contract, the real effect of the slowdown will show when the deals that were to be signed now and in future will result in loss of work in the coming few quarters. Some of the short term project work has of course taken a hit and the impact is clear with the layoffs being seein now even in the Tier 1 offshore based IT services companies.
2. The impact, once in its full by mid of next year, will be the worst that the industry has seen. The positive fall out is that it will make these companies re-think on their "hire more people for more revenue paradigm". All are now sitting on a big employee base with labor cost (salaries) being their largest part of their operating cost which is bound to reduced.Another development that will soon set in is that some new offshoring contracts will get signed in the next 2-3 quarters. These will be related to outsourcing/offshoring those work which the client operations teams could hold off due to fear of losing their own jobs, losing control to an offshore team, due to risks in security which could be now be re-assessed with a higher risk taking ability in the interest to keep the work going. Next quarter we should see traction from mid-sized companies which would want to decide very fast for IT services in general. It is also possible that in case the enterprises have an incumbent, they have already called them and asked for a flat 10%-15% discount due to the business climate. Increasingly this is not unusual and an RFI/RFP issue only adds to the thread in case some large onshore based vendors are not willing to budge.
3. By next year, almost all would have asked employees to take a pay cut. The focus would also be to create products, upgrade competency and even pursue mid-sized deals (either smaller contracts with large companies but more likely, larger end to end contracts with smaller companies).
4. Not restricting to offshore vendors, but in general too, this recession will really move up the bars for risk/reward system in contracts. Companies will find innovative ways to structure contracts with contained risks for service providers partially but a big thrust on sharing their fate with the payout with service providers. In absence of much action elsewhere, offshore based vendors are more likely to jump for such deals since their cost base are still relativevly smaller than the larger onshore based companies.
5. Offshore based providers, again not restricting to them, but they in a big way will start scaling up their sales efforts in non-US markets. Moving sales staff from US to South America, Europe, South Africa and APAC will be a big focus.
6. When it ends, it will bring the offshore providers back with the labor arbitrage that they were fast losing. It may not put in them in the position they were at the beginning of the century but the frenzy would give way to some more sensible selective pay hikes and not those blanket ones. The attrition (staff turnover) due to volunteered resignations has dramatically reduced though larger number of employees are leaving as they are being asked to.