Outsourcing2India, April-May 2007

A Q & A feedback from R D Grover, Chairman & CMD of CMS-SYSTIME. R D Grover elaborates on CMS- SYSTIME's IMS offerings across industry and our expertise in offering Infrastructure Management Services for global customers.

CMS -SYSTIME’s IMS offerings across Industry.
CMS SYSTIME provides end-to-end Infrastructure Management Services right from Computing, Networking, Storing, to Securing segments and also Helpdesk and Support services over different Operating Systems including Windows, UNIX and Linux. The execution process encompasses Service Desk/Monitoring Services, Incident Management, Problem Management and Service Level Management. Our Infrastructure Management Services are governed by our unique SYS-on-TIME™ Methodology.

With a strong customer base, we have a robust presence in the outsourcing scenario. Our global footprints are a testimony to our capabilities. Our processes are benchmarked to Global Processes and Local Delivery. We provide strategic directions and operational excellence. With our deep understanding of technology evolution and future roadmaps and by following industry best practices, we offer vendor independent solutions.

Brief your expertise in offering Infrastructure Management Services for global customers.
As you know, in today's IT environment, complex multi-vendor, multi-site, networked organizations demand a firm vendor commitment to provide continuous service and support. CMS-SYSTIME has the capability to assist organizations in effectively managing their IT infrastructure. CMS-SYSTIME’s infrastructure support program ranges from Design Support and Documentation to Hardware Exchange, Management and Outsourcing. We support a large number of customers with multi-vendor platforms and networks. We have been providing these services in Manufacturing, Banking, Educational, Communication, and Public Sector segments. Leading organizations across various industries have reposed their faith in the quality of services provided by CMS-SYSTIME, resulting in 100% retention of all our clients. We have more than 30 years of experience in Infrastructure Management with 7,800 qualified engineers managing 1,100 customers with 3,00,000 desktops and 66,000 servers. We handle more than 1,000,000 Helpdesk calls annually. CMS-SYSTIME’s solutions help customers meet their objective of extended service window and reduced costs.

Instances of how you built up a value chain for a specific service / process.
Customers today are interested in strategic partnership with a few select solution providers, whose high quality service offerings take care of their critical business requirements. CMS-SYSTIME has moved up the value chain by providing not just Infrastructure Management Services, but more comprehensive and business oriented solutions. It is our commitment to assist customers to achieve their business goals through innovative delivery of solutions and processes.

Our suite of solutions ranges from identifying the requirements to implementing Infrastructure Management solutions, network services and also Business Intelligence solutions. Every phase of the IT lifecycle is supported by our Outsourcing and Facility Management Services, delivering powerful business benefits along the way.

In Infrastructure Management Services, we implement Engagement Lifecycle Management (ELM), Engagement Process Methodology (EPM) and Execution Process methodology (ExPM). We go to the depths of each process. For example, in ELM, we examine Business Needs, Current Service level Agreement, Current IT Service Organization, Current Technology Landscape, Process Definition and Mapping, IT Strategy and Vision, Needs Analysis, Design Solution, Knowledge Acquisition, Set Up and Pilot Run aspects are taken care of in detail.

Our consistent operational procedures in Infrastructure Management Services have been developed based on the consensus of subject matter experts, our experience and proven practices and their adoption has provided the best results. We perform the ‘What-if’ analysis before change to ensure that process will be beneficial to the customer. We follow Exception Management and Quality of Service Management and make every effort to ensure that the customer gets the utmost benefit out of every process.

Brief.... Your evolving global delivery model
We have developed a mature global delivery model that utilizes our onsite, near-shore and offshore capabilities for the completion of global projects. In the execution of Infrastructure Management Services, we have modeled our service delivery and support on ITIL Framework to result in predictable and measurable benefits to our customers.

Our global delivery model is based on the robust SYS-on-TIME™ methodology which stresses on need for pre-defined processes and consistency of approach. This methodology has helped minimize the time for the execution of infrastructure solutions considerably and this has been the basis of our success. We endeavor to make sure that the customers’ Infrastructure solutions will be implemented and maintained at the optimum performance level.

Our proven SYS-on-TIME™ Methodology enables us to deliver mission-critical projects in time within budget. This methodology, which easily adapts to newer technologies and products, emphasizes the need for pre-defined processes and consistency in approach. Our methodology ensures that we keep visible control on project lifecycles and project budgets.

Advantages of your Offshore / Onshore / Nearshore locations ( USA Europe and Asia Pacific perspective) if any...How do you leverage each location ....client perspective!
We have operations in major regions including the USA, Europe, Middle East, Asia Pacific and we are expanding our regional operations. CMS-SYSTIME’s global presence is complemented by state-of-the-art development centers to provide timely, within budget and quality services to clients worldwide. We customize offshore/onsite/near shore capabilities so that customers can choose the model that suits their requirements.

In Infrastructure Management Services, our solutions are modeled on offshore-onsite capabilities. Our offshore facility is a knowledge center and is always in the forefront to provide support to different regions. CMS-SYSTIME is among the select few companies that have offshoring capability with regional support.

Our regional offices excel in cultural and linguistic capabilities. This affords CMS-SYSTIME a considerable advantage as it won’t be necessary for our people to become familiar with local culture when they are operating locally, in regional teams. This is beneficial also to the customer because of similar time zones and physical presence. Besides, each region has its own demands in terms of processes. As an organization, we possess the necessary skills to adapt to these processes and the knowledge to comprehend the local law in these regions and develop the right solution for the customer.

In addition, all our regional centers are development centers and not just sales offices. This is another advantage as our consultants provide services to the customer at his location. This is in tune with our aim of being a Global Player with Local Flavor!

Specific near shore / onsite support offered for your clients overseas and you find them crucial to build up a long term relationship.
We integrate our near shore/onsite capabilities to successfully provide on-demand services to our global customers. On-demand services could be support services or ad hoc services in emergencies. Fundamentally, we are ready to provide on-demand services whenever the customer has such a requirement. Our near shore/onsite support gives our customers the advantage to choose the kind of services they require. In the instance of an ongoing project, we provide support from our offshore center.

List of major clients in US, Europe and Asia Pacific.
Our customer base spans various industries and we have an enviable track record of having served them with our proven capabilities. Our customers are from Automotive, Consumer Electronics, Entertainment, Direct Selling, Financial Services, Food and Beverages, Hi-Tech, Life Sciences, Oil & Gas and Pulp & Paper, Manufacturing, Banking, Educational, Communication and Public Sector segments.

Where do you feel your competitive strength is concentrated on..   which drives your growth !
We endeavor to ensure that our customers derive maximum ROI out of their IT investments with CMS-SYSTIME as their business partner. The ability to consistently provide high-quality services to our global customers through our proven processes and methodologies is our major strength. It is not just the cost advantage that drives today’s customers. They look out for a business partner who can integrate services to match their changing business. We believe our strength lies in our ability to adapt to the continually changing business environment, the ever-increasing global competition and the expectations of customers.

We also provide the much needed leeway to our customers through our ability to utilize our resources in a flexible manner so that they adapt to the customer’s processes and methodologies and provide round-the-clock support. We believe in Business Agility.On Demand. We provide our customers the agility… All the time!

How do you plan to position yourself in Asia Pacific over the next 5 years in Infrastructure Management Services segment?
We already have a significant presence in Infrastructure Management Services segment in Asia Pacific. We have been providing Infrastructure Management Services to customers across Manufacturing, Banking, Life Sciences, Insurance, Stock Exchange and other industries. Customers have reposed their faith in the quality of Infrastructure Management Services provided by CMS-SYSTIME resulting in 100 per cent retention of all our clients.

From Infrastructure Management Services marketing aspect, all major companies have had a global perspective so far. With increasing opportunities in Asia Pacific, now they are bringing their Infrastructure Management Services to their Asia Pacific operations. Globally, Infrastructure Management Services are valued at approximately $100 billion. Now, Infrastructure Management Services are being considered as the third Indian services wave that is causing ripples in the global markets.

In the next five years, we visualize huge potential being unveiled in Asia Pacific. We may see Asia Pacific generating business equal to that of the West. We are gearing up to the meet the growth challenges. We are significantly enhancing our operations in Singapore to cater to the ever-expanding market requirements in Asia Pacific. We also have plans to open a Global Delivery Center in Singapore to be in a position to provide services to customers in Asia Pacific. CMS-SYSTIME is geared up to tackle the business challenges of tomorrow!

How important are SLAs in your firm's relationship with your clients and how much are you engaged in a client's outsourcing plan?
Outsourcing begins as a small trickle and grows into a torrent! Our business with our customers has developed on a maturity model that includes three stages. The First is the Utility stage, where we meet the requirement of a customer at the regional level. The next is the Enhancement stage where we associate with the customer and explore more opportunities to provide service on a global scale. The final stage is the Frontier stage, wherein the customer has developed sufficient confidence in us and leverages our capabilities to assist him to meet his business objectives. Here, we come up with a plan for the customer and identify core and non-core activities of his business. This enables him to take care of his core competencies while we concentrate on his other requirements. Our solutions help our customers in outsourcing the right activities.

Most of the time, outsourcing involves functions that are not critical to an organization’s business but are important enough for it to remain competitive in business on the global scenario. This is where CMS-SYSTIME closes the gap and becomes a part and parcel of the customer’s world. We help our customers concentrate on their core competencies by preparing a detailed outsourcing plan and widen their business value chain.

Coming to Service Level Agreement (SLA), we believe SLA to be the beginning – the very essential requirement that satisfies the customer. Our objective is to surpass the expectations of our customers - every time, all the time! Perhaps, our SLA norms/Statement-of-Work is better defined than the industry standards because we look into into the minutest of details. Our award-winning methodology provides Review, Report and Refine mechanisms to deal with all the SLA requirements of our customers. However, as I said earlier, just by delivering on SLA, a company cannot win a major share of repeat customers. We strive methodically to exceed the level of service that the customer expects from us. This is a part of the culture of our organization.

Advantages of being located in India.
There is no doubt that India offers many advantages and there is plenty of action here. We have technically competent and highly qualified manpower, high standards, large number of English speaking professionals, co-existence of diverse cultures, stable democracy, economic growth and so forth, the list is exhaustive. We also have reliable satellite and submarine communications links that provide broadband connectivity with the entire world. Having made this observation, I must caution that we should not take this scenario for granted. Many other countries are striving hard to compete with us and we need to get our act together to keep the momentum on. It is in everybody’s interest. CMS-SYSTIME is well equipped to address the global needs; we have plans to begin our operations in Latin America and China and provide better services to our customers, as always.

When India is leveraging its strength and location to become a global outsourcing hub, how does CMS - SYSTIME plan to evolve itself in the new and globally competitive environment?
You will agree with me that the world is changing very fast. At CMS-SYSTIME, we acknowledge that change is constant and invest a great deal on things that are important for success in such times: meticulous planning, precise execution, flexibility and agility. It is essential to evolve with the changing times and the needs of the marketplace. Our strategies and services also have to be in tune with these requirements. They include internal assessment, strategic direction, performance evaluation, scenario-based planning, broader infrastructure and many more offerings. Besides, today we see an increasing global demand for Infrastructure Management Services, which is a niche segment. CMS-SYSTIME is a leading provider of end-to-end Infrastructure Management Services to Fortune 500 companies in India. Now, CMS-SYSTIME is all set to garner the global market and create a unique identity for itself in this segment.

Changing times bring many challenges to us and we accept them. Our ability to tackle such challenges and turn them into opportunities has been our success mantra. Though it is ironical, old fashioned values are central to success in these modern times: service, character, quality and value. I am confident that we will continue to be successful.

We have achieved a lot. However, this is just the tip of the iceberg and there is much to achieve!