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  Annual
   Issue
   2012




Annual Global Outsourcing Industry Analysis




                  2012
                Global
              Services
           Compendium
                                 GS100 Survey þ
                                    GS100 List þ
                              GS100 Categories þ
                                 ITO Segments þ
                                 BPO Segmentsþ
editor’s note




 Facing               the New Realities
                       The impact of the turbulent global economy on the growth of the services
                       industry continues to be a widely discussed topic. The other such topic is
                       the possible impact of the political backlash against outsourcing. While the
                       latter can be dismissed as political rhetoric in an election year, the former
                       requires some re-strategizing and deftness on the part of service providers.
                           Growth rates are in single digits in the mature economies and the
                       emphasis is on shorter term, single- function deals. Labor arbitrage is still
                       important and service providers continue to seek low-cost locations.
                           Our conversations with many companies during the GS100 survey re-
                       vealed that while companies are seeking acceleration in revenue growth,
                       profits, and other performance parameters; they are more engaged in
                       acquiring the new capabilities required to address technological and social
                       shifts influencing their customer’s business.
                       n   	 Enterprise software enters a phase of renewal driven by mobility, cloud computing
                             and Software as a Service (SaaS), software manufacturers, and developers are turning
Ed Nair, Editor
                             to experts in product development.
ed@cybermedia.co.in
                       n   	 Contact center outsourcing is seeing renewed growth with customer interactions
                             moving over to non-voice channels and social media.
                       n   	 The HR space is being redefined with greater breadth of cloud-based offerings rang-
                             ing from recruitment to talent management. The impact of social media in managing
                             workforce also requires major reorientation in terms of policies and practices.
                       n   	 The real hotspot is analytics outsourcing. Developments on the technology side in
                             the form of cloud, big data, and business intelligence tools have simplified the area
                             but there is still the need for data scientists to perform analytics. This makes the case
                             eminent for outsourcing analytics.
                       n   	 With increasing number of organizations demanding application’s functionality as
                             a cloud-based services rather than on-premises infrastructure, ADM vendors are of-
                             fering more technology as subscription-based solutions and “pay as you go” ADM
                             offerings.
                          These shifts require major investments for both organic and inorganic
                       scale up. Mostly, global service providers are rich with good financial
                       reserves. Therefore, there would be a slew of M&A deals when services
                       companies would acquire technology companies to own pieces of technol-
                       ogy that would help them offer differentiated services.
                          The current model of GS100 is based on market performance and
                       leadership, breadth of services, spread of global delivery capabilities, and
                       customer leadership. Next year, we would extend the model to measure
                       how service providers move towards leveraging platforms and solutions to
                       deliver the next wave of business value.
                          Congratulations to all the GS100 companies!
Contents
                                             46    27

Segment Analysis
n	   Application Development &
     Maintenance: On The Road To
     Recovery/ 27

n	   OPD: Market is Expected to Reach
     $19B/ 38                                      38
n	   Infrastructure Management
     Services: Cloud Comes With a
     Promise/ 46

n	   ITO: Status Quo Sustained/   56
                                             66
n	   Contact Centers: Growth Momentum
     Continues Amidst Turbulence/ 66

n	   FAO: All Signs Suggest Maturity/   75                   75
n	   ISBPO: Being Explored                   56
	    Aggressively/ 86

n	   PO: The Expanding Scope of PO
                                                             94
     Contracts/ 94

n	   HRO: From Cost Savings to Strategic     86
     Advantages/ 100
                                                           106
n	   Analytics Outsourcing: Inside The
     World of Numbers/ 106                   100
  |  September 2012	                              GlobalServices
6
                                                    Survey
                                                    Analysis
                                                         The 2012 Global
                                                         Services 100:
                                                         Defining
                                                         Leadership in
                                                         Global IT and
                                                         Business

                                                         Advertisers Lists
                                                         Ø	Hildebrando	 3
                                                         Ø	Quatrro	           7
GS100 Lists	                                             Ø	Endava	            13
Ø The GS100 List/ 13
                                                         Ø	Belatrix	          17
Ø The GS100 Category Lists/ 19
                                                         Ø	Hexaware	          21
Editorial Team                Gulnar Oberoi
Ed Nair                       gulnaro@cybermedia.co.in   Ø	IBA	               29
Editor, ed@cybermedia.co.in
Smriti Sharma                 Design Team                Ø	Prokarma	          31
smritis@cybermedia.co.in      Bhagbat Pattnayak
Smita Vasudevan               Harnek Singh               Ø	Cybage	            36
smitav@cybermedia.co.in       Pramod S Rawat
Sourabh Chandra Pushp                                    Ø	Harbinger	         41
Sourabhc@cybermedia.co.in     Cover: Pramod S Rawat
                                                         Ø	Great Idea	        44
                              Pradeep Gupta
Sales  Marketing                                        Ø	Mexico IT	         49
                              Chairman  MD
Satish Gupta
                              Hoshie Ghaswalla
AVP, satishg@cybermedia.                                 Ø	EPAM	              53
                              CEO, Media Business
co.in
                              Ibrahim Ahmad
Gary Bindra
                              Group Editor
                                                         Ø	Luxoft	            59
gurdeep@cybermedia.co.in

GlobalServices 	                                                  September 2012  | 
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Survey analysis
  |  August 2012	                                                                                                                                                                                                 GlobalServices
Advertorial
Quatrro Global Services–
Spearheading BPO Industry to
“Beyond the Existing”
                                                         Quatrro has realized the benefits of first mover
                                                     by offering state-of-the-art platform based solu-
                                                     tions to its clients. It’s businesses are remarkably
                                                     different compared to most of the other players
                                                     in the industry whose focus continues to be on
                                                     headcount, utilizing client owned technology for
                                                     process delivery and cost reduction while Quatrro’s
                                                     value proposition is primarily centered on utilizing
                                                     Quatrro owned / customized technology, platform
                                                     based services and revenue enhancement. Quatrro
                                                     leads its peers by at least 3-5 years in servicing the
                                                     mid market through right shore delivery.
                                                         Stressing that SMB needs are remarkably dif-
                                                     ferent from large enterprises, Raman says, “Mid
                                                     market clients are value conscious and actively seek
                                                     a lower total cost of ownership. Focusing on cost
                                                     and transformation led value proposition alone
                                                     will not help the service providers fulfill the mid
                                                     market needs. The focus needs to be on enhancing
                                                     the business value for SMB clients”.




Q
                                                         Illustrated below are various drivers that em-
             uatrro is recognized as one of the      power Quatrro deliver significant value to its mid
             leading Business Process Outsourc-      market clients:
             ing companies, focused on offering          Commenting on Quatrro’s current success, Raman
             platform based services to Small and    adds,” The adoption of our services by over 11,000
Medium Businesses (SMBs) globally. The company       SMB / SOHOs and leading multi- national companies
which is spearheaded by the Guru of Indian BPO       for their franchise operations is a colossal endorse-
industry, Raman Roy, has taken rapid strides over    ment of our business strategy. This has been further
the years and has lent true meaning to its tagline   endorsed through the alliances that we forged with
“Beyond the Existing”. It currently has over 130     various technology players in taking their services to
enterprise clients, 11000+ SMB  SOHO custom-        the mid-market, otherwise found unviable by them.”
ers and 500,000+ individual customers in multiple        Summing up, Raman says that Quatrro has
geographies with diverse services covering Risk      architected the birth of yet another industry in
Management, Financial Processing, Technical Solu-    the services space – the industry of platform based
tions, Mortgage Processing, Interactive Entertain-   business services that have no geographic barriers
ment and Knowledge Services.                         or limitations.
cover story




The 2012 GS100:
Defining
Leadership              This is neither


in Global IT
                        a study of 100
                        companies nor
                        a survey aimed


and Business
                        at choosing
                        hundred best
                        companies


Process
                        based on
                        financial
                        performance.
                        Hundred best


Outsourcing             companies
                        they are;
                        chosen
                        through a
                        rigorous
                        methodology...




  |  September 2012	    GlobalServices
survey analysis




T
           his is neither a study of 100 companies nor                       IT Outsourcing Segments
           a survey aimed at choosing hundred best                                Total- $21.2B
           companies based on financial perform-                                       SO Others
                                                                                       4% 5%
           ance. Hundred best companies they are;                            Testing
                                                                             5%
chosen through a rigorous methodology that eval-                        OPD
                                                                        7%
uates each company across multiple dimensions,                                                                  ADM
                                                                                                                38%
measured both quantitatively and qualitatively.
                                                                        ES
The study presents a complete view of the dynam-                        8%

ics of the most significant segments that make up
the IT and business process outsourcing industry.
                                                                             IMS
    This is not a list of the 100 largest outsourcing                        14%

vendors. This list reflects the diversity and overall                                              EA
                                                                                                   19%
landscape of the service provider community in
terms of company sizes, countries of origin and
                                                                                                             BPO Segments
countries of delivery.
                                                                                                              Total- $11B
                                                                                                                      FAO
The GS100 Methodology                                                                                                 8%
                                                                                                                                 HRO
                                                                                                   I/S
Companies who opted to participate in the sur-                                                     20%                           5%

vey were asked to share exhaustive information
through an online survey done during 05/12 and
                                                                                            KPO
06/12. The top 100 list and the names in the catego-                                        9%
                                                                                                                                       CC
ries are derived using a scientific research method-                                                                                   53%
                                                                                             PO
ology based on several qualitative parameters.                                               4%




                                                                                            CONTRACT SIZES
                 Customer Base-                                                                          ITO                BPO
                 IT Outsourcing
             (# Customers, 130 Cos.)                                    Upto $5M                         15444              2586

                                                                        $5M to $19M                      357                165
                                            New Customers-2011
                                            Existing Active Customers
                                                                        $20M to $34M                     177                54

                                                                        $35M to $50M                     55                 28
      Others 987    342
 IT Strategy                                                            $51 M to $99 M                   23                 27
         and 809    420
  Consulting
 Total IT O/S
                                                                        $100M to $299 M                  14                 3
               1775             583

        IM
                                                                        $300M to $499 M                  4                  3
                       2876           285

       OPD
                                                                        $500M to $749 M                  4                  7
                  1586          697

        ES                                                              $750M to $ 1B                    3                  8
                 885     551

        EA                                                              $ 1 B to $ 2 B                   1                  2
                         4021                     967

      ADM                                                  1474
                                                                        More than $ 2 B                                     0
                                  5977
             0     1000 2000 3000 4000 5000 6000 7000 8000              (# of contracts, 130 companies)


GlobalServices 	                                                                                               September 2012  | 
cover story                                                                                                                                survey analysis



                       Revenue by Geographies                                                           Customer Base- BPO
                                    ($65B, 130 cos.)                                                              (# Customers, 130 Cos.)

                                    North America                                                                 New Customers-2011
                                    South America                                                                 Existing Active Customers
                                    Europe
                                    Africa  ME
                                    Asia
                                    Japan                                             Industry-specific              960          328
                                    Australia

                                    Australia
                                                   Japan                                           KPO                             3809                     780
                                    5%
                                                   2%
                                                             Asia
                                                             14%
                                                                                         Procurement          222        60


                                                                      Africa
    North
                                                                       ME                             CC                        3145              610
   America
                                                                      3%
     47%


                                                                                                   HRO            396 34



                                                                  Europe                                           733     96
                                                                                                   FAO
                                                                  24%

                                     South
                                                                                                              0          1000      2000     3000      4000         5000
                                     America
                                     6%




                                                                                 Verticals
                                                                                                                                                           Row 4

                                   Telecom                                                                           11.11

                Retail  Consumer Products                                                                                         12.93

              Media  Information Services                                                      8.40

                             Manufacturing                                                                        10.45
% Rev. 2011




                               Life Sciences                                                           9.11

                                   Insurance                                             7.24

                                  High Tech                                                                              11.26

                                 Healthcare                                                     8.27

                               Government                                      5.86

                Energy, Resources  Utilities                                     6.48

               Banking  Financial Services                                                                                                        15.84
                                                0.00       2.00        4.00    6.00        8.00          10.00            12.00         14.00      16.00      18.00




10  |  September 2012	                                                                                                                          GlobalServices
coming soon...

To know more write to arvindr@cybermedia.co.in
GS100
                                                                                        GS100 list GS100 list GS100 list GS100 list GS100 list
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                                                                                         GS100 list GS100 list GS100 list GS100 list
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                                                                                                                                                                                              GS100 list GS100 list GS100 list GS100 list
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GS100 list GS100 list GS100 list GS100 list GS100 list
GS100 list GS100 list GS100 list GS100 list GS100 list

GS100 list GS100 list GS100 list GS100 list
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GS100 list GS100 list GS100 list GS100 list
GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list
Quality.
    Productivity.
    innovation.
    Endava
     PErhaPs it’s timE to think again
     about whErE you outsourcE
     Endava is a leading IT services organisation,
     with offices in London, New York, and
     Glasgow, and delivery centres in Romania
     and Moldova. Utilising our distributed
     agile delivery model we are able to deliver
     significant improvements to quality and
     productivity enabling our clients to deliver
     better results from their budgets




                                                     — ApplicAtion Development
                                                     — testing
                                                     — ApplicAtion mAnAgement
                                                     — DigitAl meDiA
                                                     — infrAstructure Hosting
                                                       AnD support

london nEw york glasgow romania moldova               endava.com

                                                                   2012 Finalist
2012 GS100 List




2012 GLOBAL SERVICES
100 COMPANIES
Sl. No.                  Company Name
1                        Achievo Corporation
2                        Aditya Birla Minacs Worldwide Limited
3                        Aegis Limited
4                        Affinity Express
5                        AJUBA iNTERNATIONAL LLC
6                        Altisource Portfolio Solutions S.A
7                        Aspire Systems (India) Pvt. Ltd.
8                        Auriga Inc.
9                        Beyondsoft Corporation
10                       BLEUM INC.
11                       Blue Star Infotech Limited
12                       Capgemini
13                       Chinasoft International Ltd.
14                       CiT
15                       Ciklum
16                       City Park Technologies
17                       Collabera Inc
18                       CompuCom Systems Inc.
19                       Convergys Corporation
20                       Corbus, LLC
21                       CSC
22                       Cybage Software Private Limited


14  |  September 2012	                                           GlobalServices
2012 GS100 List




 Sl. No.           Company Name
 23                DataArt
 24                Datamatics Global Services Limited
 25                Dextrys
 26                eClerx Services Ltd.
 27                Endava UK Limited
 28                EPAM Systems Inc.
 29                Exigen Services
 30                EXL Service Holding Inc.
 31                Expert Global Solutions
 32                First Line Software
 33                Firstsource Solutions Ltd
 34                FPT Software Co. Ltd.
 35                Freeborders, Inc.
 36                Genpact Limited
 37                GlobalLogic
 38                Globant
 39                Harbinger Systems Private Limited
 40                HCL Technologies Ltd.
 41                Hexaware Technologies Limited
 42                Hildebrando
 43                Hinduja Global Solutions Limited
 44                IBA Group
 45                iGATE Corporation
 46                Indecomm Global Services (I) Pvt Ltd
 47                Infosys Ltd.
 48                Infotech Enterprises


GlobalServices 	                                          September 2012  |  15
2012 GS100 List




Sl. No.                  Company Name
49                       Innominds Software Pvt. Ltd.
50                       Insigma Technology Co., LTD
51                       InterGlobe Technologies
52                       Intetics Co.
53                       iSoftStone Information Technology (Group) Co., Ltd
54                       ITC Infotech
55                       Itransition Software Development Company
56                       KPIT Cummins Infosystems Ltd.
57                       Lionbridge
58                       Lohika Systems, Inc
59                       Luxoft
60                       MAVERIC SYSTEMS LIMITED
61                       MERA
62                       Microland
63                       Mindteck (India) Ltd.
64                       MindTree Limited
65                       Mistral Solutions Pvt. Ltd.
66                       Nagarro, Inc.
67                       Neilsoft Limited
68                       Neoris
69                       Neusoft Corporation
70                       NIIT Technologies
71                       NorthgateArinso
72                       Omnitech InfoSolutions Ltd.
73                       Persistent Systems Limited
74                       ProKarma, Inc


16  |  September 2012	                                                        GlobalServices
2012 GS100 List




Sl. No.                  Company Name
75                       Quatrro Global Services Pvt. Ltd.
76                       RCG Global Services
77                       Reksoft
78                       SaM Solutions
79                       Scicom (MSC) Berhad
80                       Serco Global Services
81                       Sitel Operating Corporation
82                       SoftServe, Inc.
83                       Sonata Software Limited
84                       SPi Global
85                       Stream Global Services
86                       Sutherland Global Services, Inc.
87                       Symphony BPO Solutions Sdn Bhd
88                       Symphony Teleca Corp
89                       Synapsis SpA
90                       Syntel Inc.
91                       Talentica Software (India) Pvt Ltd
92                       Unisys Corporation
93                       VADS Business Process Sdn Bhd
94                       ValueLabs
95                       VanceInfo Technologies
96                       Virtusa Corporation
97                       WNS Global Services PVT. Ltd
98                       Xceed
99                       Xchanging Plc
100                      Zensar


18  |  September 2012	                                        GlobalServices
2012 GS100 category Lists




2012 GLOBAL SERVICES 100
CATEGORY LISTs

  Top Global ITO Leaders         EPAM Systems Inc.

  Capgemini                      Genpact Limited

  CompuCom Systems Inc.          Infotech Enterprises

  CSC                            ITC Infotech

  HCL Technologies Ltd.          MindTree Limited

  Infosys Ltd.                   Neoris

  Unisys                         Neusoft

  Top Global ADM Leaders         VanceInfo Technologies

  Capgemini                      Zensar

  CSC
                                 Emerging Mid-Tier Global ADM
                                 Leaders
  HCL Technologies Ltd.

  iGATE Corporation              BLEUM INC.

  Infosys Ltd.                   CiT

  Insigma Technology Co., LTD    FPT Software Co. Ltd.

  Syntel Inc.                    IBA Group

  Top Mid-tier ADM Companies     InterGlobe Technologies

  Chinasoft International Ltd.   KPIT Cummins Infosystems Ltd.

  Collabera Inc                  MERA

GlobalServices 	                                         September 2012  |  19
2012 GS100 category Lists




 NIIT Technologies                      Leading Mid-tier Infrastructure
                                        Management Vendors
 ProKarma, Inc
                                        Aegis Limited
 SoftServe, Inc.
                                        Chinasoft International Ltd.
 Sonata Software Limited
                                        Collabera Inc
 Specialty ADM Vendors
                                        Genpact Limited
 Achievo Corporation
                                        Insigma Technology Co., LTD
 Cybage Software Private Limited
                                        MindTree Limited
 DataArt
                                        NIIT Technologies
 Endava UK Limited
                                        Sonata Software Limited
 Exigen Services
                                        Leading Global OPD Vendors
 Freeborders, Inc.
                                        EPAM Systems Inc.
 Nagarro, Inc.
                                        GlobalLogic
 Persistent Systems Limited
                                        HCL Technologies
 Reksoft
                                        Infosys
 ValueLabs
                                        Infotech Enterprises
 Top Global Infrastructure Management
 Vendors                                Lionbridge

 Capgemini                              Persistent Systems Limited

 CompuCom Systems Inc.                  Symphony Teleca Corp

 CSC                                    VanceInfo Technologies

 HCL Technologies Ltd.                  Leading Mid-tier OPD Vendors

 Infosys Ltd.                           Beyondsoft Corporation

 Microland Limited                      Cybage Software Private Limited

20  |  September 2012	                                                 GlobalServices
PARTNER WITH A TEAM
                                         OF EXPERTS
                                          Global IT Services and Consultancy Provider
                                          with the expertise and resources to meet and
                                                   exceed your expectations every time




Verticals                         Horizontals                                                  Certifications
  Banking, Financial Services       Enterprise Services (SAP, PeopleSoft, Oracle, Microsoft)     CMMI Level 5
  Travel and Transportation         Quality Assurance and Testing Services (QATS)                ISO 9001
  Insurance and Healthcare          Infrastructure Management Service (IMS)                      ISO 27001
  Manufacturing                     Business Intelligence  Analytics                            SAS 70 Type II
  Energy and Utilities              Business Process Outsourcing                                 PCI DSS
                                    Human Resource Information Technology / HR Outsourcing
                                    Enterprise Risk Management

                                                                                                 www.hexaware.com
2012 GS100 category Lists




 Globant                                     Leading Engineering Services Vendors

 Hildebrando                                 Collabera Inc

 iGATE Corporation                           HCL Technologies Ltd.

 Luxoft                                      Infosys Ltd.

 MindTree Limited                            Infotech Enterprises

 Leaders- Global Enterprise                  Insigma Technology Co., LTD
 Applications Deployment
                                             iSoftStone Information Technology (Group)
 Capgemini                                   Co., Ltd

 CSC                                         KPIT Cummins Infosystems Ltd.

 HCL Technologies Ltd.                       Neilsoft Limited

 Infosys Ltd.                                Global Leaders- Testing Services

 KPIT Cummins Infosystems Ltd.               Capgemini

 Leaders- Mid-market Enterprise              CSC
 Applications Deployment
                                             iGATE Corporation
 EPAM Systems Inc.
                                             Infosys Ltd.
 Genpact Limited
                                             Mid-Tier Leaders- Testing Services
 Hexaware Technologies Limited
                                             Beyondsoft Corporation
 iGATE Corporation
                                             Collabera Inc
 Insigma Technology Co., LTD
                                             EPAM Systems Inc.
 iSoftStone Information Technology (Group)
 Co., Ltd                                    Hexaware Technologies Limited

 Neoris                                      Hildebrando S.A

 Sonata Software Limited                     Luxoft

 VanceInfo Technologies                      MindTree Limited

22  |  September 2012	                                                     GlobalServices
2012 GS100 category Lists




  Neoris                                  InterGlobe Technologies

  Top Global BPO Leaders                  Scicom (MSC) Berhad

  Aegis Limited                           Symphony BPO Solutions Sdn Bhd

  Convergys Corporation                   Xceed

  Expert Global Solutions                 Zensar Technologies

  Genpact Limited                         Leading Mid-tier BPO Providers
  Sitel Operating Corporation
                                          Altisource Portfolio Solutions S.A
  Stream Global Services
                                          eClerx Services Ltd.
  Xchanging Plc
                                          EXL Service Holding Inc.
  Global BPO Challengers
                                          HCL Technologies Ltd.
  Aditya Birla Minacs Worldwide Limited
                                          Hinduja Global Solutions Limited
  Firstsource Solutions Ltd
                                          Quatrro Global Services Pvt. Ltd.
  Infosys Ltd.
                                          Serco Global Services
  NorthgateArinso
                                          SPi Global
  Sutherland Global Services, Inc.
                                          Syntel Inc.
  VADS Business Process Sdn Bhd
                                          Global Customer Management
  WNS Global Services PVT. Ltd            Leaders

  Global BPO Niche Leaders                Aditya Birla Minacs Worldwide Limited

  Corbus, LLC                             Aegis Limited

  Datamatics Global Services Limited      Capgemini

  Hexaware Technologies Limited           Convergys Corporation

  Indecomm Global Services (I) Pvt Ltd

GlobalServices 	                                                  September 2012  |  23
2012 GS100 category Lists




 Expert Global Solutions              Leading Mid-tier FAO Vendors

 Firstsource Solutions Ltd            Datamatics Global Services Limited

 Genpact Limited                      HCL Technologies Ltd.

 Hinduja Global Solutions Limited     Insigma Technology Co., LTD

 Sitel Operating Corporation          Quatrro Global Services Pvt. Ltd.

 VADS Business Process Sdn Bhd        Sutherland Global Services, Inc.

 Mid-tier Customer Management         Global Leaders- Industry-specific BPO
 Vendors
                                      Altisource Portfolio Solutions S.A
 Altisource Portfolio Solutions S.A
                                      Genpact Limited
 CompuCom Systems Inc.
                                      Infosys Ltd.
 HCL Technologies Ltd.
                                      Stream Global Services
 Infosys Ltd.
                                      Sutherland Global Services, Inc.
 Scicom (MSC) Berhad
                                      Unisys
 SPi Global

 Sutherland Global Services, Inc.     Industry-specific BPO Niche Leaders

 Xceed                                Aditya Birla Minacs Worldwide Limited

 Global FAO Vendors                   Aegis Limited

 Capgemini                            Ajuba International

 EXL Service                          Datamatics Global Services Limited

 Genpact Limited                      HCL Technologies Ltd.

 Infosys Ltd.                         Hexaware Technologies Limited

 WNS Global Services                  Hinduja Global Solutions Limited

 Xchanging                            Indecomm Global Services (I) Pvt Ltd

24  |  September 2012	                                                GlobalServices
2012 GS100 category Lists




  InterGlobe Technologies                 Capgemini

  Mindteck (India) Ltd.                   eClerx Services Ltd.

  Neusoft Corporation                     Genpact Limited

  Quatrro Global Services Pvt. Ltd.       SPi Global

  SPi Global                              Syntel Inc.

  Global Procurement Management           Leaders- Specialty KPO
  Leaders
                                          Aegis Limited

  Capgemini                               Affinity Express

  Corbus, LLC                             Chinasoft International Ltd.

  Genpact Limited                         CompuCom Systems Inc.

  HCL Technologies Ltd.                   Corbus, LLC

  Infosys Ltd.                            Datamatics Global Services Limited

  WNS Global Services                     HCL Technologies Ltd.

  Xchanging                               Infosys Ltd.

  Global HRO Vendors                      Insigma Technology Co., LTD

  Capgemini                               InterGlobe Technologies

  NorthgateArinso                         Quatrro Global Services Pvt. Ltd.

  Global Knowledge Process Leaders        Sutherland Global Services, Inc.

  Aditya Birla Minacs Worldwide Limited   VanceInfo Technologies




GlobalServices 	                                                  September 2012  |  25
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Segment
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                                                                                                                                                                                                                                                                                                 analysis Segment analysis




Segment analysis Segment analysis Segment analysis Segment analysis
Segment analysis Segment analysis Segment analysis Segment analysis

Segment analysis Segment analysis Segment analysis Segment
Segment analysis Segment analysis
Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis
Segment analysis Segment analysis Segment analysis Segment analysis
Segment analysis Segment analysis



  |  August 2012	                                                                                                                                                                                                              GlobalServices
Segment Analysis                           ADM




Application
Development                     Software
                                 development
Maintenance :                    activities in the
                                 Application


On the Road
                                 Development
                                  Maintenance
                                 (ADM)


To Recovery
                                 Outsourcing
                                 space may get
                                 postponed in
                                 the current
By Sourabh Chandra Pushp         downturn, but
                                 it will return
                                 with a throttle
                                 effect when
                                 the economy
                                 recovers




GlobalServices 	           September 2012  |  27
Segment Analysis                                                                                       ADM




S
         oftware development activities in                 IT market is going
         the Application Development                        through a period
         Maintenance(ADM) Outsourcing space may           of massive change.
         get postponed in the current downturn,                  As enterprise
but it will return with a throttle effect when the          software enters a
economy recovers.                                           great renaissance
    IT environment is facing extreme cost pressures              period driven
with increased expectations and IT executives ex-                  by mobility,
pect more from their ongoing IT applications. ADM            cloud computing
outsourcing offers the full scope of services that               and Software
accelerates IT spend return— development, imple-                    as a Service
mentation and management. It drives measurable                (SaaS), software
improvements in product quality, reducing defect                manufacturers
density and increasing development productivity.               and developers
Outsourced ADM contracts are said to improve                   are increasingly
productivity by up to 45 percent while it reduces          turning to experts
IT-costs by as much as 50 percent.                                   in product
    ADM outsourcing is a proven means by which                development to
companies can significantly reduce their costs,             help them deliver
continuously improve the performance, stability            innovation and to
and availability of their applications and free up               market faster.
their existing IT-staff to focus on their strategic
                                                                       Keith Higgins
initiatives. It allows customers to reduce the cost             chief marketing officer,
and maintenance risk of all ongoing applications,                    Symphony Services
while still retaining much needed control of their
IT OPEX and core business focus.
                                                         based offshore vendors like TCS, Infosys, Wipro and
The ADM Market                                           HCL, ADM activity still constitutes a large chunk of
The ADM market is expected to grow from $51 B in         the overall IT outsourcing. Recent years have seen
2010 to approx $63 B by 2014 at a rate of 5.7 percent.   the entry of other mid-tier vendors like Neoris,
    By 2015, Forrester expects the market for devel-     Auriga and Softtek who have broken ground with
opment services to approach $69B USD.                    non-India offshore delivery. However, India contin-
    The key ADM themes that dominated the                ues to be the leading offshore location.
market in 2011 were Cloud, Agile, Security, Analyt-         The in-house delivery of IT application, main-
ics. These themes have held sway as providers and        tenance and processes are still dominant in 2012-
buyers both look at taking advantage of the trans-       2013. Research carried by Horses for Sources
forming AMD landscape. The explosion of technol-         predicts 95% of ADM buyers reporting positive
ogy and digital content, more pervasive network          outcomes. ADM outsourcing saw near around 35
connectivity and the continued proliferation of          percent inshore activity together with more than
smart hand-held devices has completely reshaped          30 percent outsourced activity as sourcing model
the ADM market and will continue to dominate.            for managing the IT business. Companies have a
    The ADM segment is still the mainstay of the IT      renewed focus on maintenance operations and
outsourcing market. Led by US-based majors such          servicing existing applications is now of a greater
as IBM, Accenture, HP and Cognizant and India-           importance to them.

28  |  September 2012	                                                                       GlobalServices
Segment Analysis                                                                                       ADM



The worldwide                                           source ADM market gets in the play easier than
                                                        ever. Open source and collaboration tools from
spending on                                             Dropbox to Linux-Ubuntu and to Cloud platforms
the enterprise                                          such as AWS Elastic Beanstalk, application develop-

application                                             ers across the globe are expecting this to follow
                                                        for coming years which clearly means new market
software is expected                                    implementations ADM outsourcing.
to cross $120.4B                                            ADM Buyers across geographies continued
                                                        expanding their operations. While ADM market
in 2012, with a 4.5                                     saw larger number of less-value deals, well-known
percent increase                                        names in the ADM space signed greater number

from 2011 spending                                      of contract renewals. North America continued
                                                        to hold ace spot with the largest number of ADM
of $115.2B                                              deals, next to Europe, on a year-to-year basis.
                                                        Cloud computing continued to be increasingly
                                                        adopted in newer ADM deals.
    ADM Buyers are expecting nothing less than
great quality, superior customer service and most       Changing Landscape: Enterprise
important of all, top-notch solutions. In the coming    Applications Software
time, more contracts are expected to pass on to         “The global marketplace is still experiencing a se-
emerging ADM destinations, like Brazil, Russia and      ries of conflicting and contrasting economic news
Eastern Europe.                                         reports, and the full impact of the economic uncer-
    The ADM industry is going through a signifi-        tainty on the enterprise software markets may not
cant transformation in their licensing, delivery and    be readily assessable until the end of the first half
support models. Despite a trend towards increased       of 2012,” asserts Tom Eid, research vice president
ADM outsourcing to lower-wage economies, the            at Gartner in the official press statement. Spending
cost of developing and maintaining applications         in 2012 is anticipated to focus on industry-specific
can still consume more than half of the total IT        applications; upgrades to established, mission-criti-
budget.                                                 cal software; integrating and securing established
    The most notable theme that changed almost          systems and infrastructure; and software as a serv-
all ongoing trends for ADM market is the Cloud.         ice (SaaS) deployments representing extensions to,
With its on-demand, utility-pay for what you use        or replacement of, existing applications and new
and resource-sharing model, Cloud has galva-            solutions.
nized businesses and vendors across the industry            According to Gartner, the worldwide spending
and ADM market landscape. All the leading ADM           on the enterprise application software is expected
players have in 2011-12 enabled sections of their       to cross $120.4B in 2012, with a 4.5 percent in-
portfolio as cloud ADM service offerings with plans     crease from 2011 spending of $115.2B.
in the pipeline to widen their capability for Cloud         With increasing number of organizations
ADM market. Other prominent ADM market trends           demanding application’s functionality as a cloud-
are- Enterprise App Stores and Desktop Services.        based services rather than on-premises infrastruc-
    The Mobile and Cloud application develop-           ture, ADM vendors are offering more technology
ment is the hottest place to be in the IT industry in   as subscription-based solutions and “pay as you
the coming year. With the rise of productivity and      go” ADM offerings. This is expected to be a much
collaboration tools becoming more refined, open         needed step by ADM providers positioning them as

30  |  September 2012	                                                                       GlobalServices
Segment Analysis



Cloud                                                      When everyone
                                                                is speaking
computing                                                  about reducing
conversations                                              costs especially
are slowly                                                     overhead in
                                                                  particular,
morphing the                                                  application’s
ADM market in                                            quality cannot be
                                                        compromised, and
terms of cloud                                              this realization
computing                                                       has led to a
                                                                lot of focus
application                                                  on application
platforms                                                maintenance as a
                                                        discipline over the
                                                            last few years.
more cost-effective and as a way to counter the ef-
                                                                  Ashok Saxena
fects of economic recession. SaaS and cloud-based           Head, India Engineering
services are helping established ADM vendors to                      Centre, Kronos
expand their overall revenue growth.
    On the account of enhanced SaaS and cloud ap-
plication use, enterprise ADM market continues to     market is experiencing an ongoing boom in soft-
evolve. As tighter capital budgets demand accurate    ware development for cloud computing that takes
leaner alternatives the ADM growth graph varies       advantage of benefits but also issues that will open
within geographies.                                   up opportunity for new software development ver-
                                                      ticals. Industry experts believe, the impact of cloud
Cloud and Android Based                               service on the ADM market will change the selling
Application Development                               and licensing of IT-applications, the way applica-
Cloud computing conversations are slowly mor-         tion data are handled will undergo a major shift
phing the ADM market in terms of cloud comput-        which will induce the data driven applications into
ing application platforms. Much of its expectation,   the mainstream market.
cloud-based ADM are becoming an IT norm and               However, for software development the un-
less of an exception. In the cloud world, software    derlying challenges of Cloud will come into sharp
development has become more complex in terms          focus as Cloud’s increasing benefits and risks will
of security, reliability, usability and performance   prompt the ADM providers to come to grips with
and will keep the software development industry       it.
busy.                                                     Besides, Cloud Android is also accelerating the
    Ashok Saxena, Head, India Engineering Cen-        ADM landscape. The unprecedented growth of An-
tre, Kronos opines how the whole ADM space has        droid devices and the demand for suitable Android
changed to serve the market forces and meeting        applications are fueling a huge demand for ADM.
end user expectations. Ashok says, “Most of the       Ron DuPlain, Freelance Lead Android  Mobile
cloud migrations we see today are applications        Web Engineer, says, “Today when everything is
for physical infrastructure and are now taking full   centered around mobility, application develop-
advantage of the cloud possibilities. The ADM         ment has taken vital transformation, both in terms

32  |  September 2012	                                                                     GlobalServices
ADM




of development and strategy. Application develop-    estimated at a five-year compound annual growth
ment companies are focused to help subscribers       rate (CAGR) of 15.4% through 2015. While the U.S.
realize the potential of rapidly evolving mobile     has led other regions in adoption of maintenance
technologies.”                                       services, in terms of both traditional and newer
                                                     cloud-based maintenance services, there is an
Application Maintenance and                          increase in regional interest and adoption of these
Testing                                              services in Canada, Latin America, Western Europe,
All application products need sufficient mainte-     and parts of Asia-Pacific.
nance and both–investors and developers tend to          Independent maintenance and testing for appli-
heavily focus on it.                                 cations is growing at 40 to 50 percent globally and
    There has been a lot of innovation in ADM        with expected growth of about 35 to 40 percent
space and several maintenance tools and processes    in offshore locations. While various industry report
have evolved which enhanced the maintenance          forecast various geographies to evolve as major
phase which in turn translates the overall quality   ADM locations. India has grown to become the larg-
of the application.                                  est destination for outsourcing of software mainte-
    The market for discrete application mainte-      nance and testing services, accounting for 32 per-
nance worldwide is expected to experience solid      cent of the total global ADM outsourcing share. The
growth as cloud and mobility drive next phase of     application maintenance industry for India is grow-
evolution, according to a latest report from IDC     ing, export revenues and the number of employees
research. IDC estimates that global maintenance      have doubled over the last four years in domestic
and testing services spending reached $9.4 B in      space which is projected to cross $1.5B by 2020. It’s
2010, with projections for worldwide growth          quite interesting to note that, US alone spends a

GlobalServices 	                                                                September 2012  |  33
Segment Analysis                                                                                        ADM



total of $59B on software maintenance. Of this total         There has been
spend, $13 B is outsourced as a service to the Asian            a drastic shift
countries, India in particular. The ADM market has            in the amount
demonstrated a CAGR of 19-23 percent year-on-year           of development
growth, in comparison to 47 percent by the inde-          being done in the
pendent maintenance and testing services.                   integration and
   Kalyana Rao Konda, Vice President, AppLabs,                 testing stages
says-”The consumer demands are leading to                     in the lifecycle
technology advancements and fierce competition              of an IT project,
between providers. The survival of providers has         compared to what
become subjective to the quality of the product             was happening
with superior service. Software maintenance and              ten years back.
testing plays a vital role in providing reliability        This has resulted
and quality to consumers to ensure that they don’t           in an increased
have a bad experience on using or buying the                      demand for
product they like.”                                        services on Data
   The current competitive environment and                     management/
consumer demand for sophisticated applications is                BI/Analytics,
putting increased pressure on businesses to deliver         Integration and
quality apps at reduced costs and within shorter            Testing sides of
time period. This ‘no scope for error’ environment              the business,
has increased the need for effective software test-                which will
ing. Today, it has become one of the fastest grow-            continue to be
ing areas of the corporate IT expenditure. On the          key opportunity
other hand, meeting customer expectations has                     areas for all
now become a challenge for enterprises across all             organizations.
the industries due to the faster delivery cycles and
                                                               Krishnamurthy R,
increasingly competitive landscape.                           Senior Vice President 
   Enterprises operating across various industries             Head-Global Delivery,
and geographies have now realized the need to                               Collabera
deliver quality products/applications and services to
meet customer expectations.
                                                        of some of these massive movements. There are a
Conclusion                                              bewildering range of technologies on the market
With the economy of developed countries stagnat-        today. The good news is that the service industry is
ing and the threat of recession retuning to major       becoming more and more specialized. Companies
global players, companies will continue to rely on      that want to take advantage of the hottest initia-
software development outsourcing and offshoring         tives today – be they Saas, cloud or enterprise mobil-
for cost control, lean operations and scalability in    ity – can get all the assistance they need. The right
2012.                                                   software development service providers will have
    As cloud, SaaS, mobility and other trends fun-      in-depth knowledge of all these platforms and the
damentally re-shape software development, there         competency to deploy them quickly and at a com-
is a large, growing market for specialized product      petitive price. They will also offer outcome-based
development specialists. 2012 is just the beginning     engagement models that fit each client’s needs.

34  |  September 2012	                                                                       GlobalServices
ADM

         Application
         Development 
         Maintenance



                                                                                                                                              Top Global ADM Leaders
                                                                                                                                              Capgemini
                                                                                                                                              Infosys Ltd.
                                                                                                                                              HCL Technologies Ltd.
                                                                                                                                              Syntel Inc.
                                                                                                                                              Insigma Technology Co., Ltd
                                                                                                                                              iGATE Corporation
                                                                                                                                              CSC

                                                                                                                                              Top Mid-tier ADM Companies
                                                                                                                                              Chinasoft International Ltd.
                                                                                                                                              EPAM Systems Inc.
                                                                                                                                              Infotech Enterprises
                                                                                                                                              MindTree Limited
                                                                                                                                              Neoris
                                                                                                                                              Neusoft
                                                                                                                                              ITC Infotech
                                                                                                                                              VanceInfo Technologies
Application Development  Maintenance Application Development  Maintenance
Application Development  Maintenance Application Development  Maintenance
Application Development  Maintenance


                                                                                                                                              Zensar
Application Development  Maintenance Application Development  Maintenance Application Development  Maintenance Application Development 
Maintenance Application Development  Maintenance

Application Development  Maintenance Application Development 
Maintenance Application Development  Maintenance Application
Development  Maintenance
Application Development  Maintenance Application Development  Maintenance
Application Development  Maintenance Application Development  Maintenance Application Development 
                                                                                                                                              Collabera Inc
                                                                                                                                              Genpact Limited
Maintenance Application Development  Maintenance Application Development  Maintenance
Application Development  Maintenance Application Development  Maintenance
Application Development  Maintenance Application Development  Maintenance
        GlobalServices 	
Application Development  Maintenance                                                                                                                       September 2012  |  35
Advertorial
Stretching Value.
Scientifically.

T
          o be able to ‘differentiate’ innovatively and   The second variable is the fact-file of the prospec-
          effectively holds a key to attaining global     tive vendor. The overlap between these two vari-
          leadership in the business world. The natu-     ables determines whether the vendor qualifies for
          ral reflex of a brick  mortar company is to    the next step in evaluation. The third variable is the
adopt a customer-centric ‘differentiator’. IT Service     cost—the ratio of the fact-file vs. cost—which deter-
companies behave a little different. The fiercely         mines the probability of deal closure.
contested battle for talent forces them to oscillate          Unfortunately, there is one more key variable that
between customer centric and employee-centric dif-        is often overlooked. This variable resides between
ferentiators. ”Pick any one of the two sides, and then    the second and third variable; it represents the effi-
inherit the one from                                                                      ciency of the vendor to
the other,” goes the                                                                      leverage the fact-file
hypothesis!                                                                               into relevant deliveries.
    This differentiat-                                                                        The customer’s loy-
ing tactic certifies                                                                      alties are not with the
the vendor’s dual                                                                         vendor’s fact-file but
robustness. The seeds                                                                     tied to satisfactory
of Cybage thought                                                                         project deliveries at a
leadership are sown                                                                       reasonable cost. In the
in the innovativeness                                                                     IT business world, this
of our ‘differentia-                                                                      delivery excellence
tor’. We believe that                                                                     is broadly measured
the organization’s                                                                        under the following
differentiator should                                                                    attribute equation:
not be inherited from the visible                                        Quality, Speed, Consistency, Respon-
aesthetics but from the grass root                                        siveness, Attrition Risk, Scalability,
implementation of productivities.                                         and Value-add—dividends captured
The customer-centric and employee-centric dif-                with ‘Cost’ in the denominator.
ferentiators are like leaves and flowers with great           Cybage thought leadership is rooted in the
visual appeal but all the flourish and greenery is        innovation applied to stretch ‘productivity’ of all
at the mercy of the root’s productivity to absorb         the above mentioned attributes that together lead
nourishment.                                              to customer’s delight and employee’s rewards.
    To appreciate this pivotal role of productivity,      The above attribute equation is comprehensively
one needs to dig a little deeper where business           optimized, implemented, and internalized organi-
partnerships are fortified. Generally, there are three    zation-wide at Cybage through this sophisticated
variables that a customer juggles with to close on        business management software system called the
a vendor. The first variable is the overall IT needs.     ExcelShore® Model of Operational Excellence.
Segment Analysis




OPD Market is
Expected to Reach
$19B                                                                        By 2015, technology
                                                                            analyst Forrester expects
                                                                            the market for product
By Smriti Sharma                                                            development services to
                                                                            approach $19B




T
         he business of devel-                                                       and market influence
         oping new and solu-                                                       while staying away from
         tion-customized software                                              marketing and development
         is the nucleus of thriving                                        risk, it imperative to engineer the
technology industry. Product develop-                                   right product, manage it across the
ment plays a significant role in getting                             various phases of its lifecycle, manage
economic returns as well as establishing market         the copious risks, deliver the product faster to the
influence. However, whilst introducing a new prod-      market and retaining the capacity to innovate the
uct in the market a company is also putting itself at   product. The right product strategy is the only way
marketing and development risk.                         to success in the business of software products.
    To ensure a company wins economic returns               Product mangers have repeatedly taken their

38  |  September 2012	                                                                        GlobalServices
OPD



companies through the journey of transition from                 There are a
traditional product development to value develop-       bewildering range
ment. This process calls for a lot more innovation          of technologies
and this occurs during the stage of engineering.             on the market
    Still the question remains why outsource? It           today. The good
is outsourced, much like other services, for the           news is that the
reasons of getting intellectual property in the             service industry
form of principles of excellence, best practices,               is becoming
methodologies, process templates, engineering               more and more
roadmaps, monitoring tools, quality assurance                    specialized.
procedures- carefully applied across various                Companies that
stages of product development, further resulting               want to take
in innovation.                                           advantage of the
    Large Independent Software Vendors (ISVs)            hottest initiatives
are creating innovation across various domains            today can get all
such as Cloud enablement, SaaS, Product Lifestyle      the assistance they
Management, etc.                                                       need.
    This year the product development space is
                                                                    Keith Higgins
expected to become increasingly fragmented                   chief marketing officer,
and specialized. Mobility, cloud computing and                    Symphony Services
Software as a Service (SaaS) continue to be the
drivers of this industry. Software manufacturers
are seeking advice from experts to assist them in     also offer outcome-based engagement models
driving innovation to market faster and at a lower    that fit each client’s needs.”
cost. Experts are roped in for specific initiatives
revolving around technology, for example, mobil-      Market Scenario
ity, cloud and SaaS, their industry, business and     During pre-crisis times, IT outsourcing was the most
vertical segments.                                    frequently adopted strategy by large companies.
    As software development is re-shaped by           Today, ITO practice has found more support amongst
cloud, SaaS, mobility, the demand for specialized     the mid-market. As for this segment, cost as well as
product development is increasing. Keith Higgins,     access to skills and services is extremely essential.
chief marketing officer, Symphony Services, stated    This market segment is also home to some of the
in another interview, “2012 is just the begin-        most exciting and current technology developments.
ning of some of these massive movements. There        Taking advantage of this opportunity some of the
are a bewildering range of technologies on the        independent software vendors are expanding their
market today. The good news is that the service       footprints in this space. Software companies who
industry is becoming more and more specialized.       have moved to cloud computing and SaaS have wit-
Companies that want to take advantage of the          nessed significantly larger opportunities.
hottest initiatives today – be they Saas, cloud          The pricing models offered by vendors are
or enterprise mobility – can get all the assist-      outcome based pricing, revenue share pricing
ance they need. The right software development        and risk reward pricing. These pricing models
service providers will have in-depth knowledge of     add to the attractiveness of partnerships. In-
all these platforms and the competency to deploy      creasingly, buyers are employing risk-reward
them quickly and at a competitive price. They will    partnership model, where the vendors are

GlobalServices 	                                                                 September 2012  |  39
Segment Analysis                                                                                       OPD




willing to absorb a certain amount of busi-           of software development and IT resources, avail-
ness model risk, across the lifecycle of products.    ability of IT talent pool, positive references from
   OPDs are expanding in Asia and Europe. The         the fellow companies/local business community,
challenges that companies who have not made to        geographical and cultural proximity, strong re-
the outsourcing map of product development face       search and development (RD) legacy, political and
are poor client-vendor communication, delayed         economic stability, Intellectual Property (IP) secu-
project delivery, cultural differences etc.           rity, proficient English language skills etc.
    In order to tackle these issues, face-to-face         Gartner’s study Predicts 2010: Agile and Cloud
communication with their vendor’s project man-        Impact Application Development Directions, high-
agement and project teams should be increased,        lighted, “By 2012 ‘agile development methods will
employing additional valuable resources, switching    be utilized in 80% of all software development
to alternative software development methodol-         projects’. Although Scrum will continue gaining in
ogy, bringing in assistance (advisories) to enhance   popularity over the coming years, organizations
vendor relationships, encouraging partnering with     will not be successful in their transition unless they
different vendors to offer more cost-effective en-    move toward a team-focused culture. Very few
gagement, etc.                                        organizations use a pure-Scrum approach and most
    Buyers while zeroing upon a geography should      rely on a hybrid approach (waterfall and Agile).
keep in mind the following pointers: low costs        Organizations struggle to implement true collabo-

40  |  September 2012	                                                                     GlobalServices
Segment Analysis                                                                                          OPD



ration in the context of globally distributed teams.        to call on the best talent available. Incumbency is
A situation that has amplified in recent years with         no longer the advantage it once was.”
outsourcing and offshoring of software develop-          3. According to a recent Gartner survey, 30 per-
ment projects. On the other hand, teams who                 cent of large organizations cited enterprise
have successfully moved to Agile see productivity           mobility as their top business priority for 2012.
improvements especially in ‘the flexibility of the          Higgins explains, in the past, the enterprise
development team to respond to shifting require-            tended to be a closed and homogenous place.
ments’. This is especially true for web-based ap-           Employees would typically use one type of
plication developments where rapid responses to a           device – like a Blackberry – to communicate
changing environment are critical.”                         amongst themselves. Enterprises now have to
    Organizations need to make use of key agile             grapple with a dizzying array of business and
practices and invest in training and supportive             connected mobile devices, all of which need
tools’ infrastructure. Those who do not will end in         to communicate seamlessly and securely with
long-term declines in quality and productivity.             one another. By outsourcing their enterprise
                                                            software mobility department, organizations
Top Trends                                                  are trying to address this challenge. This year, a
1. Cloud, SaaS and mobility has resulted in a lot           large number of companies are buying enter-
   of investments and companies have started                prise mobility as a managed service.
   generating new tools and technology. Many             4. Gartner predicts that 75 percent of all comput-
   organizations want to use these tools; however,          ing will be in public clouds by the year 2020.
   they do not have domain knowledge or financ-             Cloud computing has revolutionized the man-
   es to integrate the best ones. Thus, companies           ner in which companies operate. The manner
   are moving to outsourcing partners to get the            in which companies employ cloud technology
   specialist assistance they require. Over the next        is changing too. A mixture of cloud applica-
   12 months, it is expected that companies will            tions, platforms and infrastructure is sourced
   concentrate on building best-in-class technolo-          by organizations. As cloud-based companies
   gies for their clients. They will then use these         are becoming more specialized, they are
   innovative technologies to create products for           encapsulating cloud-based tools in their of-
   their customers as trusted partners.                     ferings. There are approximately two million
2. According to the global consultancy Zinnov, 70           users of Salesforce.com around the world and
   percent of ISVs look at industry benchmarks every        25 million users of Google Apps. Company’s
   year to re-negotiate contracts with their services       products assist software developers to build
   partner. Increasingly in 2012 ISVs will be looking       private development clouds. Software devel-
   to add rigorous Service Level Agreements (SLAs)          oper
   and other outcome-based conditions to the com-        5. The high adopted rate of personal health man-
   mercial engagement model with their services             agement systems has laid eggs for an increased
   partners.                                                demand of new applications. Higgins predicted,
   Higgins opined, “We predict this will create a sig-      “By 2015, as many as 500 million smartphones
   nificant opportunity for specialist service provid-      will have a health-related application on them.
   ers, as more ISVs will move to a multi-source mod-       The Veterans Administration in the US is plan-
   el involving a spectrum of trusted partners. ISVs        ning to rollout 100,000 iPAD tablets across 152
   will actively seek out specialist help to address        hospitals. Next year, we expect to see a host of
   specific pain points in their businesses, speed in-      new vendors enter the market with innovative
   novation and reduce costs. They will not hesitate        connected healthcare solutions.”.

42  |  September 2012	                                                                         GlobalServices
OPD

 Outsourced
 Product
 Development




Leading Global OPD Vendors   Leading Mid-tier OPD Vendors
EPAM Systems Inc.            Beyondsoft Corporation
GlobalLogic                  Cybage Software Private Limited
HCL Technologies             Globant
Infosys                      Hildebrando
Infotech Enterprises         iGATE Corporation
Lionbridge                   Luxoft
Persistent Systems Limited   MindTree Limited
Symphony Teleca Corp
VanceInfo Technologies
 GlobalServices 	                           September 2012  |  43
A City of                              Financial
                                                           Delivery
                                                     Center
                                              Hangzhou, China
H   angzhou is located at southern wing of the Yangtze Delta region, which is the most prosperous area in Eastern China; and also the
    hub of transportation for airport, rail, road and inner-river in southeast China.

As the provincial capital city of Zhejiang, Hangzhou is a city with unique charm and extraordinary potential, enjoyed a long history
and culture, unique geographical advantage, healthy natural environment, abundant science and education resources, and solid
economic foundation. It ranked No.1 in “China mainland Best commercial City Ranking” by Forbes magazine, reelected “China’s
Happiest Cities” for eight consecutive years, China’s top ten Creative City, China’s top ten Dynamic City and top ten low carbon Cities,
the highest honor of the model city of Chinese people’s livelihood and achievements.

The city will take scientific development as the main theme and focus on adjusting the economic structures. Efforts will be put in
to enrich people and increase the city’s competitiveness and social harmony. The urban-rural integration and internationalization
strategy being the major means, the city will prioritize the well-being of citizens, emphasize the environmental protection, strengthen its
innovative power, support its real economies, boost its cultural industries and uphold its open-up policy.

 The urban-rural integration and internationalization mark high-level of urbanization, which also sets path for and facilitates the
sustainable development. The two tasks must be embodied in every respect of the city’s social and economic development to
subsequently optimize the allocation of production factors, invigorate the economic development, expand the development space
and upgrade the development level, as a result of which the city’s people will share the modern civilization and happy lives.

To prioritize the well-being of citizens, the city will be dedicated to solving problems and addressing difficulties in the aim of enriching
and benefiting people.

To protect the environment, the city will aim to create the first-class ecological, living, legal, administrative and business environment
in order to improve its advantage in this aspect.




                                                                                 International Financial Outsourcing Center
To strengthen the innovative power, the city will promote the
                                                                   innovation in idea, technology, system, culture and service so as
                                                                   to improve its creativity and development power.

                                                                   To support its real economies, the city will view real economies
                                                                   as the cornerstone, and continuously improve the core
                                                                   competitiveness through industrial structure upgrading.

                                                                   To boost the cultural industries, the city will continue to explore
                                                                   its cultures and traditions in order to carry along and broaden.
                                                                   In addition, the city will seek to realize the cultural prosperity and
                                                                   development in a major degree for the improvement of soft
                                                                   power.

                                                              To uphold the open-up, the city will widen and broaden the degree
of opening up, and view open-up as the power of reform, development and innovation.

In recent years, Hangzhou has issued a series of policies to focus on the implementation of the innovation-driven strategy, accelerate
the development of innovative economy, and speed the development of Hangzhou ten major industries —— cultural and creative,
tourism and leisure, financial services, e-commerce, information software, advanced equipment manufacturing industry, the Internet
of Tings, biomedicine, energy saving, new energy; especially, vigorously promoted the priority development of service industry,
optimizing the development, and the main engine role of the services sector in the Hangzhou Economic Development was more
prominent.

By the end of 2011, there are 22 Hangzhou enterprises among the top 500 Chinese enterprises, 30 companies among the top 500
Chinese manufacturing enterprises, 37 enterprises among the top 500 Chinese service enterprises, 56 private enterprises among the
top 500 private enterprises in China; more than 20 national services industry high-tech service industry base, the National Electronic
Information Industry Base, and the Hangzhou national software industry base, etc.




Demonstration City of Chinasourcing Hangzhou
segment analysis




INFRASTRUCTURE
MANAGEMENT
OUTSOURCING:
CLOUD COMES
WITH A PROMISE
By Sourabh Chandra Pushp

                           High volatile
                           economic downturn
                           coupled with the ease
                           of cloud delivery is
                           resulting in a surge
                           of demand for IM
                           outsourcing




46  |  September 2012	              GlobalServices
2012 Global Services Compendium - GS100
2012 Global Services Compendium - GS100
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2012 Global Services Compendium - GS100
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2012 Global Services Compendium - GS100
2012 Global Services Compendium - GS100
2012 Global Services Compendium - GS100
2012 Global Services Compendium - GS100
2012 Global Services Compendium - GS100
2012 Global Services Compendium - GS100
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2012 Global Services Compendium - GS100
2012 Global Services Compendium - GS100
2012 Global Services Compendium - GS100
2012 Global Services Compendium - GS100
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2012 Global Services Compendium - GS100
2012 Global Services Compendium - GS100
2012 Global Services Compendium - GS100
2012 Global Services Compendium - GS100
2012 Global Services Compendium - GS100
2012 Global Services Compendium - GS100

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2012 Global Services Compendium - GS100

  • 1. www.globalservicesmedia.com Annual Issue 2012 Annual Global Outsourcing Industry Analysis 2012 Global Services Compendium GS100 Survey þ GS100 List þ GS100 Categories þ ITO Segments þ BPO Segmentsþ
  • 2. editor’s note Facing the New Realities The impact of the turbulent global economy on the growth of the services industry continues to be a widely discussed topic. The other such topic is the possible impact of the political backlash against outsourcing. While the latter can be dismissed as political rhetoric in an election year, the former requires some re-strategizing and deftness on the part of service providers. Growth rates are in single digits in the mature economies and the emphasis is on shorter term, single- function deals. Labor arbitrage is still important and service providers continue to seek low-cost locations. Our conversations with many companies during the GS100 survey re- vealed that while companies are seeking acceleration in revenue growth, profits, and other performance parameters; they are more engaged in acquiring the new capabilities required to address technological and social shifts influencing their customer’s business. n Enterprise software enters a phase of renewal driven by mobility, cloud computing and Software as a Service (SaaS), software manufacturers, and developers are turning Ed Nair, Editor to experts in product development. ed@cybermedia.co.in n Contact center outsourcing is seeing renewed growth with customer interactions moving over to non-voice channels and social media. n The HR space is being redefined with greater breadth of cloud-based offerings rang- ing from recruitment to talent management. The impact of social media in managing workforce also requires major reorientation in terms of policies and practices. n The real hotspot is analytics outsourcing. Developments on the technology side in the form of cloud, big data, and business intelligence tools have simplified the area but there is still the need for data scientists to perform analytics. This makes the case eminent for outsourcing analytics. n With increasing number of organizations demanding application’s functionality as a cloud-based services rather than on-premises infrastructure, ADM vendors are of- fering more technology as subscription-based solutions and “pay as you go” ADM offerings. These shifts require major investments for both organic and inorganic scale up. Mostly, global service providers are rich with good financial reserves. Therefore, there would be a slew of M&A deals when services companies would acquire technology companies to own pieces of technol- ogy that would help them offer differentiated services. The current model of GS100 is based on market performance and leadership, breadth of services, spread of global delivery capabilities, and customer leadership. Next year, we would extend the model to measure how service providers move towards leveraging platforms and solutions to deliver the next wave of business value. Congratulations to all the GS100 companies!
  • 3.
  • 4. Contents 46 27 Segment Analysis n Application Development & Maintenance: On The Road To Recovery/ 27 n OPD: Market is Expected to Reach $19B/ 38 38 n Infrastructure Management Services: Cloud Comes With a Promise/ 46 n ITO: Status Quo Sustained/ 56 66 n Contact Centers: Growth Momentum Continues Amidst Turbulence/ 66 n FAO: All Signs Suggest Maturity/ 75 75 n ISBPO: Being Explored 56 Aggressively/ 86 n PO: The Expanding Scope of PO 94 Contracts/ 94 n HRO: From Cost Savings to Strategic 86 Advantages/ 100 106 n Analytics Outsourcing: Inside The World of Numbers/ 106 100   |  September 2012 GlobalServices
  • 5. 6 Survey Analysis The 2012 Global Services 100: Defining Leadership in Global IT and Business Advertisers Lists Ø Hildebrando 3 Ø Quatrro 7 GS100 Lists Ø Endava 13 Ø The GS100 List/ 13 Ø Belatrix 17 Ø The GS100 Category Lists/ 19 Ø Hexaware 21 Editorial Team Gulnar Oberoi Ed Nair gulnaro@cybermedia.co.in Ø IBA 29 Editor, ed@cybermedia.co.in Smriti Sharma Design Team Ø Prokarma 31 smritis@cybermedia.co.in Bhagbat Pattnayak Smita Vasudevan Harnek Singh Ø Cybage 36 smitav@cybermedia.co.in Pramod S Rawat Sourabh Chandra Pushp Ø Harbinger 41 Sourabhc@cybermedia.co.in Cover: Pramod S Rawat Ø Great Idea 44 Pradeep Gupta Sales Marketing Ø Mexico IT 49 Chairman MD Satish Gupta Hoshie Ghaswalla AVP, satishg@cybermedia. Ø EPAM 53 CEO, Media Business co.in Ibrahim Ahmad Gary Bindra Group Editor Ø Luxoft 59 gurdeep@cybermedia.co.in GlobalServices September 2012  | 
  • 6. SpecialReport Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis   |  August 2012 GlobalServices
  • 7. Advertorial Quatrro Global Services– Spearheading BPO Industry to “Beyond the Existing” Quatrro has realized the benefits of first mover by offering state-of-the-art platform based solu- tions to its clients. It’s businesses are remarkably different compared to most of the other players in the industry whose focus continues to be on headcount, utilizing client owned technology for process delivery and cost reduction while Quatrro’s value proposition is primarily centered on utilizing Quatrro owned / customized technology, platform based services and revenue enhancement. Quatrro leads its peers by at least 3-5 years in servicing the mid market through right shore delivery. Stressing that SMB needs are remarkably dif- ferent from large enterprises, Raman says, “Mid market clients are value conscious and actively seek a lower total cost of ownership. Focusing on cost and transformation led value proposition alone will not help the service providers fulfill the mid market needs. The focus needs to be on enhancing the business value for SMB clients”. Q Illustrated below are various drivers that em- uatrro is recognized as one of the power Quatrro deliver significant value to its mid leading Business Process Outsourc- market clients: ing companies, focused on offering Commenting on Quatrro’s current success, Raman platform based services to Small and adds,” The adoption of our services by over 11,000 Medium Businesses (SMBs) globally. The company SMB / SOHOs and leading multi- national companies which is spearheaded by the Guru of Indian BPO for their franchise operations is a colossal endorse- industry, Raman Roy, has taken rapid strides over ment of our business strategy. This has been further the years and has lent true meaning to its tagline endorsed through the alliances that we forged with “Beyond the Existing”. It currently has over 130 various technology players in taking their services to enterprise clients, 11000+ SMB SOHO custom- the mid-market, otherwise found unviable by them.” ers and 500,000+ individual customers in multiple Summing up, Raman says that Quatrro has geographies with diverse services covering Risk architected the birth of yet another industry in Management, Financial Processing, Technical Solu- the services space – the industry of platform based tions, Mortgage Processing, Interactive Entertain- business services that have no geographic barriers ment and Knowledge Services. or limitations.
  • 8. cover story The 2012 GS100: Defining Leadership This is neither in Global IT a study of 100 companies nor a survey aimed and Business at choosing hundred best companies Process based on financial performance. Hundred best Outsourcing companies they are; chosen through a rigorous methodology...   |  September 2012 GlobalServices
  • 9. survey analysis T his is neither a study of 100 companies nor IT Outsourcing Segments a survey aimed at choosing hundred best Total- $21.2B companies based on financial perform- SO Others 4% 5% ance. Hundred best companies they are; Testing 5% chosen through a rigorous methodology that eval- OPD 7% uates each company across multiple dimensions, ADM 38% measured both quantitatively and qualitatively. ES The study presents a complete view of the dynam- 8% ics of the most significant segments that make up the IT and business process outsourcing industry. IMS This is not a list of the 100 largest outsourcing 14% vendors. This list reflects the diversity and overall EA 19% landscape of the service provider community in terms of company sizes, countries of origin and BPO Segments countries of delivery. Total- $11B FAO The GS100 Methodology 8% HRO I/S Companies who opted to participate in the sur- 20% 5% vey were asked to share exhaustive information through an online survey done during 05/12 and KPO 06/12. The top 100 list and the names in the catego- 9% CC ries are derived using a scientific research method- 53% PO ology based on several qualitative parameters. 4% CONTRACT SIZES Customer Base- ITO BPO IT Outsourcing (# Customers, 130 Cos.) Upto $5M 15444 2586 $5M to $19M 357 165 New Customers-2011 Existing Active Customers $20M to $34M 177 54 $35M to $50M 55 28 Others 987 342 IT Strategy $51 M to $99 M 23 27 and 809 420 Consulting Total IT O/S $100M to $299 M 14 3 1775 583 IM $300M to $499 M 4 3 2876 285 OPD $500M to $749 M 4 7 1586 697 ES $750M to $ 1B 3 8 885 551 EA $ 1 B to $ 2 B 1 2 4021 967 ADM 1474 More than $ 2 B 0 5977 0 1000 2000 3000 4000 5000 6000 7000 8000 (# of contracts, 130 companies) GlobalServices September 2012  | 
  • 10. cover story survey analysis Revenue by Geographies Customer Base- BPO ($65B, 130 cos.) (# Customers, 130 Cos.) North America New Customers-2011 South America Existing Active Customers Europe Africa ME Asia Japan Industry-specific 960 328 Australia Australia Japan KPO 3809 780 5% 2% Asia 14% Procurement 222 60 Africa North ME CC 3145 610 America 3% 47% HRO 396 34 Europe 733 96 FAO 24% South 0 1000 2000 3000 4000 5000 America 6% Verticals Row 4 Telecom 11.11 Retail Consumer Products 12.93 Media Information Services 8.40 Manufacturing 10.45 % Rev. 2011 Life Sciences 9.11 Insurance 7.24 High Tech 11.26 Healthcare 8.27 Government 5.86 Energy, Resources Utilities 6.48 Banking Financial Services 15.84 0.00 2.00 4.00 6.00 8.00 10.00 12.00 14.00 16.00 18.00 10  |  September 2012 GlobalServices
  • 11. coming soon... To know more write to arvindr@cybermedia.co.in
  • 12. GS100 GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list
  • 13. Quality. Productivity. innovation. Endava PErhaPs it’s timE to think again about whErE you outsourcE Endava is a leading IT services organisation, with offices in London, New York, and Glasgow, and delivery centres in Romania and Moldova. Utilising our distributed agile delivery model we are able to deliver significant improvements to quality and productivity enabling our clients to deliver better results from their budgets — ApplicAtion Development — testing — ApplicAtion mAnAgement — DigitAl meDiA — infrAstructure Hosting AnD support london nEw york glasgow romania moldova endava.com 2012 Finalist
  • 14. 2012 GS100 List 2012 GLOBAL SERVICES 100 COMPANIES Sl. No. Company Name 1 Achievo Corporation 2 Aditya Birla Minacs Worldwide Limited 3 Aegis Limited 4 Affinity Express 5 AJUBA iNTERNATIONAL LLC 6 Altisource Portfolio Solutions S.A 7 Aspire Systems (India) Pvt. Ltd. 8 Auriga Inc. 9 Beyondsoft Corporation 10 BLEUM INC. 11 Blue Star Infotech Limited 12 Capgemini 13 Chinasoft International Ltd. 14 CiT 15 Ciklum 16 City Park Technologies 17 Collabera Inc 18 CompuCom Systems Inc. 19 Convergys Corporation 20 Corbus, LLC 21 CSC 22 Cybage Software Private Limited 14  |  September 2012 GlobalServices
  • 15. 2012 GS100 List Sl. No. Company Name 23 DataArt 24 Datamatics Global Services Limited 25 Dextrys 26 eClerx Services Ltd. 27 Endava UK Limited 28 EPAM Systems Inc. 29 Exigen Services 30 EXL Service Holding Inc. 31 Expert Global Solutions 32 First Line Software 33 Firstsource Solutions Ltd 34 FPT Software Co. Ltd. 35 Freeborders, Inc. 36 Genpact Limited 37 GlobalLogic 38 Globant 39 Harbinger Systems Private Limited 40 HCL Technologies Ltd. 41 Hexaware Technologies Limited 42 Hildebrando 43 Hinduja Global Solutions Limited 44 IBA Group 45 iGATE Corporation 46 Indecomm Global Services (I) Pvt Ltd 47 Infosys Ltd. 48 Infotech Enterprises GlobalServices September 2012  |  15
  • 16. 2012 GS100 List Sl. No. Company Name 49 Innominds Software Pvt. Ltd. 50 Insigma Technology Co., LTD 51 InterGlobe Technologies 52 Intetics Co. 53 iSoftStone Information Technology (Group) Co., Ltd 54 ITC Infotech 55 Itransition Software Development Company 56 KPIT Cummins Infosystems Ltd. 57 Lionbridge 58 Lohika Systems, Inc 59 Luxoft 60 MAVERIC SYSTEMS LIMITED 61 MERA 62 Microland 63 Mindteck (India) Ltd. 64 MindTree Limited 65 Mistral Solutions Pvt. Ltd. 66 Nagarro, Inc. 67 Neilsoft Limited 68 Neoris 69 Neusoft Corporation 70 NIIT Technologies 71 NorthgateArinso 72 Omnitech InfoSolutions Ltd. 73 Persistent Systems Limited 74 ProKarma, Inc 16  |  September 2012 GlobalServices
  • 17.
  • 18. 2012 GS100 List Sl. No. Company Name 75 Quatrro Global Services Pvt. Ltd. 76 RCG Global Services 77 Reksoft 78 SaM Solutions 79 Scicom (MSC) Berhad 80 Serco Global Services 81 Sitel Operating Corporation 82 SoftServe, Inc. 83 Sonata Software Limited 84 SPi Global 85 Stream Global Services 86 Sutherland Global Services, Inc. 87 Symphony BPO Solutions Sdn Bhd 88 Symphony Teleca Corp 89 Synapsis SpA 90 Syntel Inc. 91 Talentica Software (India) Pvt Ltd 92 Unisys Corporation 93 VADS Business Process Sdn Bhd 94 ValueLabs 95 VanceInfo Technologies 96 Virtusa Corporation 97 WNS Global Services PVT. Ltd 98 Xceed 99 Xchanging Plc 100 Zensar 18  |  September 2012 GlobalServices
  • 19. 2012 GS100 category Lists 2012 GLOBAL SERVICES 100 CATEGORY LISTs Top Global ITO Leaders EPAM Systems Inc. Capgemini Genpact Limited CompuCom Systems Inc. Infotech Enterprises CSC ITC Infotech HCL Technologies Ltd. MindTree Limited Infosys Ltd. Neoris Unisys Neusoft Top Global ADM Leaders VanceInfo Technologies Capgemini Zensar CSC Emerging Mid-Tier Global ADM Leaders HCL Technologies Ltd. iGATE Corporation BLEUM INC. Infosys Ltd. CiT Insigma Technology Co., LTD FPT Software Co. Ltd. Syntel Inc. IBA Group Top Mid-tier ADM Companies InterGlobe Technologies Chinasoft International Ltd. KPIT Cummins Infosystems Ltd. Collabera Inc MERA GlobalServices September 2012  |  19
  • 20. 2012 GS100 category Lists NIIT Technologies Leading Mid-tier Infrastructure Management Vendors ProKarma, Inc Aegis Limited SoftServe, Inc. Chinasoft International Ltd. Sonata Software Limited Collabera Inc Specialty ADM Vendors Genpact Limited Achievo Corporation Insigma Technology Co., LTD Cybage Software Private Limited MindTree Limited DataArt NIIT Technologies Endava UK Limited Sonata Software Limited Exigen Services Leading Global OPD Vendors Freeborders, Inc. EPAM Systems Inc. Nagarro, Inc. GlobalLogic Persistent Systems Limited HCL Technologies Reksoft Infosys ValueLabs Infotech Enterprises Top Global Infrastructure Management Vendors Lionbridge Capgemini Persistent Systems Limited CompuCom Systems Inc. Symphony Teleca Corp CSC VanceInfo Technologies HCL Technologies Ltd. Leading Mid-tier OPD Vendors Infosys Ltd. Beyondsoft Corporation Microland Limited Cybage Software Private Limited 20  |  September 2012 GlobalServices
  • 21. PARTNER WITH A TEAM OF EXPERTS Global IT Services and Consultancy Provider with the expertise and resources to meet and exceed your expectations every time Verticals Horizontals Certifications Banking, Financial Services Enterprise Services (SAP, PeopleSoft, Oracle, Microsoft) CMMI Level 5 Travel and Transportation Quality Assurance and Testing Services (QATS) ISO 9001 Insurance and Healthcare Infrastructure Management Service (IMS) ISO 27001 Manufacturing Business Intelligence Analytics SAS 70 Type II Energy and Utilities Business Process Outsourcing PCI DSS Human Resource Information Technology / HR Outsourcing Enterprise Risk Management www.hexaware.com
  • 22. 2012 GS100 category Lists Globant Leading Engineering Services Vendors Hildebrando Collabera Inc iGATE Corporation HCL Technologies Ltd. Luxoft Infosys Ltd. MindTree Limited Infotech Enterprises Leaders- Global Enterprise Insigma Technology Co., LTD Applications Deployment iSoftStone Information Technology (Group) Capgemini Co., Ltd CSC KPIT Cummins Infosystems Ltd. HCL Technologies Ltd. Neilsoft Limited Infosys Ltd. Global Leaders- Testing Services KPIT Cummins Infosystems Ltd. Capgemini Leaders- Mid-market Enterprise CSC Applications Deployment iGATE Corporation EPAM Systems Inc. Infosys Ltd. Genpact Limited Mid-Tier Leaders- Testing Services Hexaware Technologies Limited Beyondsoft Corporation iGATE Corporation Collabera Inc Insigma Technology Co., LTD EPAM Systems Inc. iSoftStone Information Technology (Group) Co., Ltd Hexaware Technologies Limited Neoris Hildebrando S.A Sonata Software Limited Luxoft VanceInfo Technologies MindTree Limited 22  |  September 2012 GlobalServices
  • 23. 2012 GS100 category Lists Neoris InterGlobe Technologies Top Global BPO Leaders Scicom (MSC) Berhad Aegis Limited Symphony BPO Solutions Sdn Bhd Convergys Corporation Xceed Expert Global Solutions Zensar Technologies Genpact Limited Leading Mid-tier BPO Providers Sitel Operating Corporation Altisource Portfolio Solutions S.A Stream Global Services eClerx Services Ltd. Xchanging Plc EXL Service Holding Inc. Global BPO Challengers HCL Technologies Ltd. Aditya Birla Minacs Worldwide Limited Hinduja Global Solutions Limited Firstsource Solutions Ltd Quatrro Global Services Pvt. Ltd. Infosys Ltd. Serco Global Services NorthgateArinso SPi Global Sutherland Global Services, Inc. Syntel Inc. VADS Business Process Sdn Bhd Global Customer Management WNS Global Services PVT. Ltd Leaders Global BPO Niche Leaders Aditya Birla Minacs Worldwide Limited Corbus, LLC Aegis Limited Datamatics Global Services Limited Capgemini Hexaware Technologies Limited Convergys Corporation Indecomm Global Services (I) Pvt Ltd GlobalServices September 2012  |  23
  • 24. 2012 GS100 category Lists Expert Global Solutions Leading Mid-tier FAO Vendors Firstsource Solutions Ltd Datamatics Global Services Limited Genpact Limited HCL Technologies Ltd. Hinduja Global Solutions Limited Insigma Technology Co., LTD Sitel Operating Corporation Quatrro Global Services Pvt. Ltd. VADS Business Process Sdn Bhd Sutherland Global Services, Inc. Mid-tier Customer Management Global Leaders- Industry-specific BPO Vendors Altisource Portfolio Solutions S.A Altisource Portfolio Solutions S.A Genpact Limited CompuCom Systems Inc. Infosys Ltd. HCL Technologies Ltd. Stream Global Services Infosys Ltd. Sutherland Global Services, Inc. Scicom (MSC) Berhad Unisys SPi Global Sutherland Global Services, Inc. Industry-specific BPO Niche Leaders Xceed Aditya Birla Minacs Worldwide Limited Global FAO Vendors Aegis Limited Capgemini Ajuba International EXL Service Datamatics Global Services Limited Genpact Limited HCL Technologies Ltd. Infosys Ltd. Hexaware Technologies Limited WNS Global Services Hinduja Global Solutions Limited Xchanging Indecomm Global Services (I) Pvt Ltd 24  |  September 2012 GlobalServices
  • 25. 2012 GS100 category Lists InterGlobe Technologies Capgemini Mindteck (India) Ltd. eClerx Services Ltd. Neusoft Corporation Genpact Limited Quatrro Global Services Pvt. Ltd. SPi Global SPi Global Syntel Inc. Global Procurement Management Leaders- Specialty KPO Leaders Aegis Limited Capgemini Affinity Express Corbus, LLC Chinasoft International Ltd. Genpact Limited CompuCom Systems Inc. HCL Technologies Ltd. Corbus, LLC Infosys Ltd. Datamatics Global Services Limited WNS Global Services HCL Technologies Ltd. Xchanging Infosys Ltd. Global HRO Vendors Insigma Technology Co., LTD Capgemini InterGlobe Technologies NorthgateArinso Quatrro Global Services Pvt. Ltd. Global Knowledge Process Leaders Sutherland Global Services, Inc. Aditya Birla Minacs Worldwide Limited VanceInfo Technologies GlobalServices September 2012  |  25
  • 26. SpecialReport Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis   |  August 2012 GlobalServices
  • 27. Segment Analysis ADM Application Development Software development Maintenance : activities in the Application On the Road Development Maintenance (ADM) To Recovery Outsourcing space may get postponed in the current By Sourabh Chandra Pushp downturn, but it will return with a throttle effect when the economy recovers GlobalServices September 2012  |  27
  • 28. Segment Analysis ADM S oftware development activities in IT market is going the Application Development through a period Maintenance(ADM) Outsourcing space may of massive change. get postponed in the current downturn, As enterprise but it will return with a throttle effect when the software enters a economy recovers. great renaissance IT environment is facing extreme cost pressures period driven with increased expectations and IT executives ex- by mobility, pect more from their ongoing IT applications. ADM cloud computing outsourcing offers the full scope of services that and Software accelerates IT spend return— development, imple- as a Service mentation and management. It drives measurable (SaaS), software improvements in product quality, reducing defect manufacturers density and increasing development productivity. and developers Outsourced ADM contracts are said to improve are increasingly productivity by up to 45 percent while it reduces turning to experts IT-costs by as much as 50 percent. in product ADM outsourcing is a proven means by which development to companies can significantly reduce their costs, help them deliver continuously improve the performance, stability innovation and to and availability of their applications and free up market faster. their existing IT-staff to focus on their strategic Keith Higgins initiatives. It allows customers to reduce the cost chief marketing officer, and maintenance risk of all ongoing applications, Symphony Services while still retaining much needed control of their IT OPEX and core business focus. based offshore vendors like TCS, Infosys, Wipro and The ADM Market HCL, ADM activity still constitutes a large chunk of The ADM market is expected to grow from $51 B in the overall IT outsourcing. Recent years have seen 2010 to approx $63 B by 2014 at a rate of 5.7 percent. the entry of other mid-tier vendors like Neoris, By 2015, Forrester expects the market for devel- Auriga and Softtek who have broken ground with opment services to approach $69B USD. non-India offshore delivery. However, India contin- The key ADM themes that dominated the ues to be the leading offshore location. market in 2011 were Cloud, Agile, Security, Analyt- The in-house delivery of IT application, main- ics. These themes have held sway as providers and tenance and processes are still dominant in 2012- buyers both look at taking advantage of the trans- 2013. Research carried by Horses for Sources forming AMD landscape. The explosion of technol- predicts 95% of ADM buyers reporting positive ogy and digital content, more pervasive network outcomes. ADM outsourcing saw near around 35 connectivity and the continued proliferation of percent inshore activity together with more than smart hand-held devices has completely reshaped 30 percent outsourced activity as sourcing model the ADM market and will continue to dominate. for managing the IT business. Companies have a The ADM segment is still the mainstay of the IT renewed focus on maintenance operations and outsourcing market. Led by US-based majors such servicing existing applications is now of a greater as IBM, Accenture, HP and Cognizant and India- importance to them. 28  |  September 2012 GlobalServices
  • 29.
  • 30. Segment Analysis ADM The worldwide source ADM market gets in the play easier than ever. Open source and collaboration tools from spending on Dropbox to Linux-Ubuntu and to Cloud platforms the enterprise such as AWS Elastic Beanstalk, application develop- application ers across the globe are expecting this to follow for coming years which clearly means new market software is expected implementations ADM outsourcing. to cross $120.4B ADM Buyers across geographies continued expanding their operations. While ADM market in 2012, with a 4.5 saw larger number of less-value deals, well-known percent increase names in the ADM space signed greater number from 2011 spending of contract renewals. North America continued to hold ace spot with the largest number of ADM of $115.2B deals, next to Europe, on a year-to-year basis. Cloud computing continued to be increasingly adopted in newer ADM deals. ADM Buyers are expecting nothing less than great quality, superior customer service and most Changing Landscape: Enterprise important of all, top-notch solutions. In the coming Applications Software time, more contracts are expected to pass on to “The global marketplace is still experiencing a se- emerging ADM destinations, like Brazil, Russia and ries of conflicting and contrasting economic news Eastern Europe. reports, and the full impact of the economic uncer- The ADM industry is going through a signifi- tainty on the enterprise software markets may not cant transformation in their licensing, delivery and be readily assessable until the end of the first half support models. Despite a trend towards increased of 2012,” asserts Tom Eid, research vice president ADM outsourcing to lower-wage economies, the at Gartner in the official press statement. Spending cost of developing and maintaining applications in 2012 is anticipated to focus on industry-specific can still consume more than half of the total IT applications; upgrades to established, mission-criti- budget. cal software; integrating and securing established The most notable theme that changed almost systems and infrastructure; and software as a serv- all ongoing trends for ADM market is the Cloud. ice (SaaS) deployments representing extensions to, With its on-demand, utility-pay for what you use or replacement of, existing applications and new and resource-sharing model, Cloud has galva- solutions. nized businesses and vendors across the industry According to Gartner, the worldwide spending and ADM market landscape. All the leading ADM on the enterprise application software is expected players have in 2011-12 enabled sections of their to cross $120.4B in 2012, with a 4.5 percent in- portfolio as cloud ADM service offerings with plans crease from 2011 spending of $115.2B. in the pipeline to widen their capability for Cloud With increasing number of organizations ADM market. Other prominent ADM market trends demanding application’s functionality as a cloud- are- Enterprise App Stores and Desktop Services. based services rather than on-premises infrastruc- The Mobile and Cloud application develop- ture, ADM vendors are offering more technology ment is the hottest place to be in the IT industry in as subscription-based solutions and “pay as you the coming year. With the rise of productivity and go” ADM offerings. This is expected to be a much collaboration tools becoming more refined, open needed step by ADM providers positioning them as 30  |  September 2012 GlobalServices
  • 31.
  • 32. Segment Analysis Cloud When everyone is speaking computing about reducing conversations costs especially are slowly overhead in particular, morphing the application’s ADM market in quality cannot be compromised, and terms of cloud this realization computing has led to a lot of focus application on application platforms maintenance as a discipline over the last few years. more cost-effective and as a way to counter the ef- Ashok Saxena fects of economic recession. SaaS and cloud-based Head, India Engineering services are helping established ADM vendors to Centre, Kronos expand their overall revenue growth. On the account of enhanced SaaS and cloud ap- plication use, enterprise ADM market continues to market is experiencing an ongoing boom in soft- evolve. As tighter capital budgets demand accurate ware development for cloud computing that takes leaner alternatives the ADM growth graph varies advantage of benefits but also issues that will open within geographies. up opportunity for new software development ver- ticals. Industry experts believe, the impact of cloud Cloud and Android Based service on the ADM market will change the selling Application Development and licensing of IT-applications, the way applica- Cloud computing conversations are slowly mor- tion data are handled will undergo a major shift phing the ADM market in terms of cloud comput- which will induce the data driven applications into ing application platforms. Much of its expectation, the mainstream market. cloud-based ADM are becoming an IT norm and However, for software development the un- less of an exception. In the cloud world, software derlying challenges of Cloud will come into sharp development has become more complex in terms focus as Cloud’s increasing benefits and risks will of security, reliability, usability and performance prompt the ADM providers to come to grips with and will keep the software development industry it. busy. Besides, Cloud Android is also accelerating the Ashok Saxena, Head, India Engineering Cen- ADM landscape. The unprecedented growth of An- tre, Kronos opines how the whole ADM space has droid devices and the demand for suitable Android changed to serve the market forces and meeting applications are fueling a huge demand for ADM. end user expectations. Ashok says, “Most of the Ron DuPlain, Freelance Lead Android Mobile cloud migrations we see today are applications Web Engineer, says, “Today when everything is for physical infrastructure and are now taking full centered around mobility, application develop- advantage of the cloud possibilities. The ADM ment has taken vital transformation, both in terms 32  |  September 2012 GlobalServices
  • 33. ADM of development and strategy. Application develop- estimated at a five-year compound annual growth ment companies are focused to help subscribers rate (CAGR) of 15.4% through 2015. While the U.S. realize the potential of rapidly evolving mobile has led other regions in adoption of maintenance technologies.” services, in terms of both traditional and newer cloud-based maintenance services, there is an Application Maintenance and increase in regional interest and adoption of these Testing services in Canada, Latin America, Western Europe, All application products need sufficient mainte- and parts of Asia-Pacific. nance and both–investors and developers tend to Independent maintenance and testing for appli- heavily focus on it. cations is growing at 40 to 50 percent globally and There has been a lot of innovation in ADM with expected growth of about 35 to 40 percent space and several maintenance tools and processes in offshore locations. While various industry report have evolved which enhanced the maintenance forecast various geographies to evolve as major phase which in turn translates the overall quality ADM locations. India has grown to become the larg- of the application. est destination for outsourcing of software mainte- The market for discrete application mainte- nance and testing services, accounting for 32 per- nance worldwide is expected to experience solid cent of the total global ADM outsourcing share. The growth as cloud and mobility drive next phase of application maintenance industry for India is grow- evolution, according to a latest report from IDC ing, export revenues and the number of employees research. IDC estimates that global maintenance have doubled over the last four years in domestic and testing services spending reached $9.4 B in space which is projected to cross $1.5B by 2020. It’s 2010, with projections for worldwide growth quite interesting to note that, US alone spends a GlobalServices September 2012  |  33
  • 34. Segment Analysis ADM total of $59B on software maintenance. Of this total There has been spend, $13 B is outsourced as a service to the Asian a drastic shift countries, India in particular. The ADM market has in the amount demonstrated a CAGR of 19-23 percent year-on-year of development growth, in comparison to 47 percent by the inde- being done in the pendent maintenance and testing services. integration and Kalyana Rao Konda, Vice President, AppLabs, testing stages says-”The consumer demands are leading to in the lifecycle technology advancements and fierce competition of an IT project, between providers. The survival of providers has compared to what become subjective to the quality of the product was happening with superior service. Software maintenance and ten years back. testing plays a vital role in providing reliability This has resulted and quality to consumers to ensure that they don’t in an increased have a bad experience on using or buying the demand for product they like.” services on Data The current competitive environment and management/ consumer demand for sophisticated applications is BI/Analytics, putting increased pressure on businesses to deliver Integration and quality apps at reduced costs and within shorter Testing sides of time period. This ‘no scope for error’ environment the business, has increased the need for effective software test- which will ing. Today, it has become one of the fastest grow- continue to be ing areas of the corporate IT expenditure. On the key opportunity other hand, meeting customer expectations has areas for all now become a challenge for enterprises across all organizations. the industries due to the faster delivery cycles and Krishnamurthy R, increasingly competitive landscape. Senior Vice President Enterprises operating across various industries Head-Global Delivery, and geographies have now realized the need to Collabera deliver quality products/applications and services to meet customer expectations. of some of these massive movements. There are a Conclusion bewildering range of technologies on the market With the economy of developed countries stagnat- today. The good news is that the service industry is ing and the threat of recession retuning to major becoming more and more specialized. Companies global players, companies will continue to rely on that want to take advantage of the hottest initia- software development outsourcing and offshoring tives today – be they Saas, cloud or enterprise mobil- for cost control, lean operations and scalability in ity – can get all the assistance they need. The right 2012. software development service providers will have As cloud, SaaS, mobility and other trends fun- in-depth knowledge of all these platforms and the damentally re-shape software development, there competency to deploy them quickly and at a com- is a large, growing market for specialized product petitive price. They will also offer outcome-based development specialists. 2012 is just the beginning engagement models that fit each client’s needs. 34  |  September 2012 GlobalServices
  • 35. ADM Application Development Maintenance Top Global ADM Leaders Capgemini Infosys Ltd. HCL Technologies Ltd. Syntel Inc. Insigma Technology Co., Ltd iGATE Corporation CSC Top Mid-tier ADM Companies Chinasoft International Ltd. EPAM Systems Inc. Infotech Enterprises MindTree Limited Neoris Neusoft ITC Infotech VanceInfo Technologies Application Development Maintenance Application Development Maintenance Application Development Maintenance Application Development Maintenance Application Development Maintenance Zensar Application Development Maintenance Application Development Maintenance Application Development Maintenance Application Development Maintenance Application Development Maintenance Application Development Maintenance Application Development Maintenance Application Development Maintenance Application Development Maintenance Application Development Maintenance Application Development Maintenance Application Development Maintenance Application Development Maintenance Application Development Collabera Inc Genpact Limited Maintenance Application Development Maintenance Application Development Maintenance Application Development Maintenance Application Development Maintenance Application Development Maintenance Application Development Maintenance GlobalServices Application Development Maintenance September 2012  |  35
  • 36. Advertorial Stretching Value. Scientifically. T o be able to ‘differentiate’ innovatively and The second variable is the fact-file of the prospec- effectively holds a key to attaining global tive vendor. The overlap between these two vari- leadership in the business world. The natu- ables determines whether the vendor qualifies for ral reflex of a brick mortar company is to the next step in evaluation. The third variable is the adopt a customer-centric ‘differentiator’. IT Service cost—the ratio of the fact-file vs. cost—which deter- companies behave a little different. The fiercely mines the probability of deal closure. contested battle for talent forces them to oscillate Unfortunately, there is one more key variable that between customer centric and employee-centric dif- is often overlooked. This variable resides between ferentiators. ”Pick any one of the two sides, and then the second and third variable; it represents the effi- inherit the one from ciency of the vendor to the other,” goes the leverage the fact-file hypothesis! into relevant deliveries. This differentiat- The customer’s loy- ing tactic certifies alties are not with the the vendor’s dual vendor’s fact-file but robustness. The seeds tied to satisfactory of Cybage thought project deliveries at a leadership are sown reasonable cost. In the in the innovativeness IT business world, this of our ‘differentia- delivery excellence tor’. We believe that is broadly measured the organization’s under the following differentiator should attribute equation: not be inherited from the visible Quality, Speed, Consistency, Respon- aesthetics but from the grass root siveness, Attrition Risk, Scalability, implementation of productivities. and Value-add—dividends captured The customer-centric and employee-centric dif- with ‘Cost’ in the denominator. ferentiators are like leaves and flowers with great Cybage thought leadership is rooted in the visual appeal but all the flourish and greenery is innovation applied to stretch ‘productivity’ of all at the mercy of the root’s productivity to absorb the above mentioned attributes that together lead nourishment. to customer’s delight and employee’s rewards. To appreciate this pivotal role of productivity, The above attribute equation is comprehensively one needs to dig a little deeper where business optimized, implemented, and internalized organi- partnerships are fortified. Generally, there are three zation-wide at Cybage through this sophisticated variables that a customer juggles with to close on business management software system called the a vendor. The first variable is the overall IT needs. ExcelShore® Model of Operational Excellence.
  • 37.
  • 38. Segment Analysis OPD Market is Expected to Reach $19B By 2015, technology analyst Forrester expects the market for product By Smriti Sharma development services to approach $19B T he business of devel- and market influence oping new and solu- while staying away from tion-customized software marketing and development is the nucleus of thriving risk, it imperative to engineer the technology industry. Product develop- right product, manage it across the ment plays a significant role in getting various phases of its lifecycle, manage economic returns as well as establishing market the copious risks, deliver the product faster to the influence. However, whilst introducing a new prod- market and retaining the capacity to innovate the uct in the market a company is also putting itself at product. The right product strategy is the only way marketing and development risk. to success in the business of software products. To ensure a company wins economic returns Product mangers have repeatedly taken their 38  |  September 2012 GlobalServices
  • 39. OPD companies through the journey of transition from There are a traditional product development to value develop- bewildering range ment. This process calls for a lot more innovation of technologies and this occurs during the stage of engineering. on the market Still the question remains why outsource? It today. The good is outsourced, much like other services, for the news is that the reasons of getting intellectual property in the service industry form of principles of excellence, best practices, is becoming methodologies, process templates, engineering more and more roadmaps, monitoring tools, quality assurance specialized. procedures- carefully applied across various Companies that stages of product development, further resulting want to take in innovation. advantage of the Large Independent Software Vendors (ISVs) hottest initiatives are creating innovation across various domains today can get all such as Cloud enablement, SaaS, Product Lifestyle the assistance they Management, etc. need. This year the product development space is Keith Higgins expected to become increasingly fragmented chief marketing officer, and specialized. Mobility, cloud computing and Symphony Services Software as a Service (SaaS) continue to be the drivers of this industry. Software manufacturers are seeking advice from experts to assist them in also offer outcome-based engagement models driving innovation to market faster and at a lower that fit each client’s needs.” cost. Experts are roped in for specific initiatives revolving around technology, for example, mobil- Market Scenario ity, cloud and SaaS, their industry, business and During pre-crisis times, IT outsourcing was the most vertical segments. frequently adopted strategy by large companies. As software development is re-shaped by Today, ITO practice has found more support amongst cloud, SaaS, mobility, the demand for specialized the mid-market. As for this segment, cost as well as product development is increasing. Keith Higgins, access to skills and services is extremely essential. chief marketing officer, Symphony Services, stated This market segment is also home to some of the in another interview, “2012 is just the begin- most exciting and current technology developments. ning of some of these massive movements. There Taking advantage of this opportunity some of the are a bewildering range of technologies on the independent software vendors are expanding their market today. The good news is that the service footprints in this space. Software companies who industry is becoming more and more specialized. have moved to cloud computing and SaaS have wit- Companies that want to take advantage of the nessed significantly larger opportunities. hottest initiatives today – be they Saas, cloud The pricing models offered by vendors are or enterprise mobility – can get all the assist- outcome based pricing, revenue share pricing ance they need. The right software development and risk reward pricing. These pricing models service providers will have in-depth knowledge of add to the attractiveness of partnerships. In- all these platforms and the competency to deploy creasingly, buyers are employing risk-reward them quickly and at a competitive price. They will partnership model, where the vendors are GlobalServices September 2012  |  39
  • 40. Segment Analysis OPD willing to absorb a certain amount of busi- of software development and IT resources, avail- ness model risk, across the lifecycle of products. ability of IT talent pool, positive references from OPDs are expanding in Asia and Europe. The the fellow companies/local business community, challenges that companies who have not made to geographical and cultural proximity, strong re- the outsourcing map of product development face search and development (RD) legacy, political and are poor client-vendor communication, delayed economic stability, Intellectual Property (IP) secu- project delivery, cultural differences etc. rity, proficient English language skills etc. In order to tackle these issues, face-to-face Gartner’s study Predicts 2010: Agile and Cloud communication with their vendor’s project man- Impact Application Development Directions, high- agement and project teams should be increased, lighted, “By 2012 ‘agile development methods will employing additional valuable resources, switching be utilized in 80% of all software development to alternative software development methodol- projects’. Although Scrum will continue gaining in ogy, bringing in assistance (advisories) to enhance popularity over the coming years, organizations vendor relationships, encouraging partnering with will not be successful in their transition unless they different vendors to offer more cost-effective en- move toward a team-focused culture. Very few gagement, etc. organizations use a pure-Scrum approach and most Buyers while zeroing upon a geography should rely on a hybrid approach (waterfall and Agile). keep in mind the following pointers: low costs Organizations struggle to implement true collabo- 40  |  September 2012 GlobalServices
  • 41.
  • 42. Segment Analysis OPD ration in the context of globally distributed teams. to call on the best talent available. Incumbency is A situation that has amplified in recent years with no longer the advantage it once was.” outsourcing and offshoring of software develop- 3. According to a recent Gartner survey, 30 per- ment projects. On the other hand, teams who cent of large organizations cited enterprise have successfully moved to Agile see productivity mobility as their top business priority for 2012. improvements especially in ‘the flexibility of the Higgins explains, in the past, the enterprise development team to respond to shifting require- tended to be a closed and homogenous place. ments’. This is especially true for web-based ap- Employees would typically use one type of plication developments where rapid responses to a device – like a Blackberry – to communicate changing environment are critical.” amongst themselves. Enterprises now have to Organizations need to make use of key agile grapple with a dizzying array of business and practices and invest in training and supportive connected mobile devices, all of which need tools’ infrastructure. Those who do not will end in to communicate seamlessly and securely with long-term declines in quality and productivity. one another. By outsourcing their enterprise software mobility department, organizations Top Trends are trying to address this challenge. This year, a 1. Cloud, SaaS and mobility has resulted in a lot large number of companies are buying enter- of investments and companies have started prise mobility as a managed service. generating new tools and technology. Many 4. Gartner predicts that 75 percent of all comput- organizations want to use these tools; however, ing will be in public clouds by the year 2020. they do not have domain knowledge or financ- Cloud computing has revolutionized the man- es to integrate the best ones. Thus, companies ner in which companies operate. The manner are moving to outsourcing partners to get the in which companies employ cloud technology specialist assistance they require. Over the next is changing too. A mixture of cloud applica- 12 months, it is expected that companies will tions, platforms and infrastructure is sourced concentrate on building best-in-class technolo- by organizations. As cloud-based companies gies for their clients. They will then use these are becoming more specialized, they are innovative technologies to create products for encapsulating cloud-based tools in their of- their customers as trusted partners. ferings. There are approximately two million 2. According to the global consultancy Zinnov, 70 users of Salesforce.com around the world and percent of ISVs look at industry benchmarks every 25 million users of Google Apps. Company’s year to re-negotiate contracts with their services products assist software developers to build partner. Increasingly in 2012 ISVs will be looking private development clouds. Software devel- to add rigorous Service Level Agreements (SLAs) oper and other outcome-based conditions to the com- 5. The high adopted rate of personal health man- mercial engagement model with their services agement systems has laid eggs for an increased partners. demand of new applications. Higgins predicted, Higgins opined, “We predict this will create a sig- “By 2015, as many as 500 million smartphones nificant opportunity for specialist service provid- will have a health-related application on them. ers, as more ISVs will move to a multi-source mod- The Veterans Administration in the US is plan- el involving a spectrum of trusted partners. ISVs ning to rollout 100,000 iPAD tablets across 152 will actively seek out specialist help to address hospitals. Next year, we expect to see a host of specific pain points in their businesses, speed in- new vendors enter the market with innovative novation and reduce costs. They will not hesitate connected healthcare solutions.”. 42  |  September 2012 GlobalServices
  • 43. OPD Outsourced Product Development Leading Global OPD Vendors Leading Mid-tier OPD Vendors EPAM Systems Inc. Beyondsoft Corporation GlobalLogic Cybage Software Private Limited HCL Technologies Globant Infosys Hildebrando Infotech Enterprises iGATE Corporation Lionbridge Luxoft Persistent Systems Limited MindTree Limited Symphony Teleca Corp VanceInfo Technologies GlobalServices September 2012  |  43
  • 44. A City of Financial Delivery Center Hangzhou, China H angzhou is located at southern wing of the Yangtze Delta region, which is the most prosperous area in Eastern China; and also the hub of transportation for airport, rail, road and inner-river in southeast China. As the provincial capital city of Zhejiang, Hangzhou is a city with unique charm and extraordinary potential, enjoyed a long history and culture, unique geographical advantage, healthy natural environment, abundant science and education resources, and solid economic foundation. It ranked No.1 in “China mainland Best commercial City Ranking” by Forbes magazine, reelected “China’s Happiest Cities” for eight consecutive years, China’s top ten Creative City, China’s top ten Dynamic City and top ten low carbon Cities, the highest honor of the model city of Chinese people’s livelihood and achievements. The city will take scientific development as the main theme and focus on adjusting the economic structures. Efforts will be put in to enrich people and increase the city’s competitiveness and social harmony. The urban-rural integration and internationalization strategy being the major means, the city will prioritize the well-being of citizens, emphasize the environmental protection, strengthen its innovative power, support its real economies, boost its cultural industries and uphold its open-up policy. The urban-rural integration and internationalization mark high-level of urbanization, which also sets path for and facilitates the sustainable development. The two tasks must be embodied in every respect of the city’s social and economic development to subsequently optimize the allocation of production factors, invigorate the economic development, expand the development space and upgrade the development level, as a result of which the city’s people will share the modern civilization and happy lives. To prioritize the well-being of citizens, the city will be dedicated to solving problems and addressing difficulties in the aim of enriching and benefiting people. To protect the environment, the city will aim to create the first-class ecological, living, legal, administrative and business environment in order to improve its advantage in this aspect. International Financial Outsourcing Center
  • 45. To strengthen the innovative power, the city will promote the innovation in idea, technology, system, culture and service so as to improve its creativity and development power. To support its real economies, the city will view real economies as the cornerstone, and continuously improve the core competitiveness through industrial structure upgrading. To boost the cultural industries, the city will continue to explore its cultures and traditions in order to carry along and broaden. In addition, the city will seek to realize the cultural prosperity and development in a major degree for the improvement of soft power. To uphold the open-up, the city will widen and broaden the degree of opening up, and view open-up as the power of reform, development and innovation. In recent years, Hangzhou has issued a series of policies to focus on the implementation of the innovation-driven strategy, accelerate the development of innovative economy, and speed the development of Hangzhou ten major industries —— cultural and creative, tourism and leisure, financial services, e-commerce, information software, advanced equipment manufacturing industry, the Internet of Tings, biomedicine, energy saving, new energy; especially, vigorously promoted the priority development of service industry, optimizing the development, and the main engine role of the services sector in the Hangzhou Economic Development was more prominent. By the end of 2011, there are 22 Hangzhou enterprises among the top 500 Chinese enterprises, 30 companies among the top 500 Chinese manufacturing enterprises, 37 enterprises among the top 500 Chinese service enterprises, 56 private enterprises among the top 500 private enterprises in China; more than 20 national services industry high-tech service industry base, the National Electronic Information Industry Base, and the Hangzhou national software industry base, etc. Demonstration City of Chinasourcing Hangzhou
  • 46. segment analysis INFRASTRUCTURE MANAGEMENT OUTSOURCING: CLOUD COMES WITH A PROMISE By Sourabh Chandra Pushp High volatile economic downturn coupled with the ease of cloud delivery is resulting in a surge of demand for IM outsourcing 46  |  September 2012 GlobalServices