INFRASTRUCTURE MANAGEMENT SERVICES: Leveraging Human-Independent Process

Corporates are struggling to balance priorities between increased maintenance
demands and new developments for their IT needs. This is where a solution
provider can offer infrastructure management services (IMS).

IMS comprises hardware and software. In hardware, the customer requires
on-site management for integration and support. Software management services
will call for remote management, helpdesk facilities as well as some level of
application support.

For IMS to be truly effective, a solution provider should offer the entire
cross-section of services and not limit himself to just the hardware or software
components.

EVOLUTION OVER THE YEARS

Services has been the buzzword for over a decade. Almost all solution
providers used to provide some sort of services under their annual maintenance
contracts (AMC). Seven years ago, some corporates realized that AMCs were not
addressing all their needs and these service offerings evolved into facilities
management. This later metamorphosed into IMS, where the solution provider took
complete ownership for servicing a customer's IT infrastructure.

Another factor that propelled the evolution of IMS, was the realization that
it was becoming increasingly difficult for the IT departments to source service
for different components of the infrastructure from various vendors or partners.
They wanted a single interface to offer the whole plethora of services.

IMS can be multi-dimensional and comprehensive, depending on the customer
requirements. In some cases, customers have very rigid service level agreements
(SLA) and the solution provider might not be able to offer the right service
deliverables beyond its dimensions. IMS is more comprehensive when it is signed
for a time-frame, rather than basing it on products and solutions deployed.

WHY CUSTOMERS OUTSOURCE IMS

IMS calls for documenting the service deliverables and management beyond the SLA.
It has to be conceived, defined, planned and managed. There has to be a high
level of commitment so that the client's network is not compromised.

For a corporate, outsourcing IMS makes a lot of sense as it rids them of the
headache of managing expanding IT needs and can concentrate on its core business
competencies.

Companies also outsource IMS because they lack internal expertise to prevent
unauthorized access to mission critical data and business systems. They might
also want to consolidate multiple help-desk support organizations, where
outsourcing their infrastructure management is a cost-efficient way.

CATCHING ON

Companies outsource IMS because they lack internal expertise Corporates can enjoy cost benefits of around 50% Non-tangible benefits get converted into tangible cost savings and increased efficiency

Corporates can enjoy cost benefits of around 50% as well, as the outsourcing
company already has the processes and people in place to look after this
business. While the client would have to appoint at least 10 employees on its
payroll for self-management of services, the partner can achieve the same with
lesser people and at lower costs.

Also, international corporates get a 24-hour window in India, where labor is
cheaper and skillsets higher. All these non-tangible benefits will get converted
into tangible cost savings and increased efficiency, by the end of the project
period. This realization can only work to the advantage of solution providers as
the company will be keen to continue this outsourcing relationship with them.

WHAT SOLUTION PROVIDERS NEED

Solution providers need scalability and technical expertise to reliably
deliver applications, security and performance. There are several streams in
which they can offer IMS. These include management of network, data centers,
messaging systems, help desk, infrastructure assessment, server consolidation,
systems audit, stress testing or directory server services.

The ground rule of getting into IMS is to have a well-defined process and
round-the-clock support. Another important requirement is a bank of good
technical expertise. This is possible only if the solution provider has a team
of qualified and well-certified personnel.

The partner should also have the experience of dealing with technology and
understanding the business requirements of customers. Companies in different
verticals have different needs, so the partner can have a ready framework for
each of its target customer verticals.

Also, for solution partners worried about manpower retention, IMS can be a
beacon of hope. Since it is human-independent, there is a repository of
information on a remote location. This process-based approach ensures that it is
not disturbed by manpower attrition.

A solution provider should also alliance himself with leading vendors and get
his trained on the latest technology from each of these principals. Every vendor
today provides some service offerings, but only two focus on IMS strategically-IBM
and HP.

In India, there are very few solution partners who are offering IMS. But the
trend is bound to catch on as customers prefer a single interface for all their
IT service needs.

Avinash Pitale is
Director of Omnitech Infosolutions.