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.
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