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“Continuous innovation is the key in remote infrastructure management”
Pete Lorenzen,
VP - Integrated Technology Delivery,
IBM India
According to a Nasscom-McKinsey study, while the addressable market for Remote Infrastructure Management (RIM) is estimated between $96 billion and $104 billion worldwide, only $6 to $7 billion worth or services are offshored. The good news is this segment is growing at a CAGR of over 90 percent and India accounts for a significant share – $3 to $4 billion. Pete Lorenzen, VP - Integrated Technology Delivery, IBM India, which is eying this increasing global pie, among other vendors, talks to Faiz Askari, Bureau Head, Network Computing, on IBM’s RIM footprint and trends in the segment. Excerpts:
Q: What does IBM’s India Global Delivery Center offer to your global clients in the RIM space?
The India center offers on-demand services (24x7x365) to several global clients, across different sectors and geographies. IBM Is serving over 170 clients out of India and has multiple infrastructure centers in three cities - Bangalore, Hyderabad and Chennai.
The key services that are being offered by the India center are command center services, which includes remote monitoring of servers located worldwide, security operations, and network operations. We also offer data center services, which includes server hosting, server management, middleware and storage management. Other than these offerings, we also manage IT help desk services for our global customers. However, IT security and network services and ITIL-based service management are the other two areas where the India center has excellent offerings.
Q: Where does the India center stand amongst other global delivery units?
A: The India center helps to enable IBM's core On-Demand strategy, by providing end-to-end IT Infrastructure Management Services, leveraging the same processes and tools deployed by IBM worldwide, while combining it with world-class infrastructure and the high-quality and cost-effective resource base in India.
Q: What are the challenges ahead in terms of developing India as a global hub for RIM?
A: What we think is that continuous innovation is the key. And it’s not just product innovation but business innovation - the ability to improve quality, drive down costs, increase flexibility, and combine services to deliver new value.
Q: What strategic benefits does RIM offers to the CIOs?
There are several strategic benefits that RIM offers to the IT heads. It reduces IT costs and improves shareholder value. At the same time it also provides the flexibility to transition and transform to the next generation of infrastructure and applications. Moreover, RIM also allows businesses to focus on their core competencies rather than investing time and resources on IT management. This improves service levels, as everything in RIM is transparent and can be reviewed anytime.
Q: Can you briefly explain some user trends for RIM?
A: We increasingly see clients adopt RIM because they require a skilled approach based on mature process expertise.
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