Existing IT Infrastructure Management System In the Companies-edited

A PROJECT REPORT ON “Existing IT Infrastructure Management System In the Companies” Submitted in partial fulfilment of requirements for the award of the degree in

Master of Business Administration Of XYZ University by XYZ REG NO: XYZ Under the guidance of Prof. XYZ Faculty, XYZ College

1

CERTIFICATE This is to certify that

XYZ REG NO: XYZ Has successfully completed the project work entitled

“Existing IT Infrastructure Management System In the Companies�

In partial fulfilment for the award of degree of Master of Business Administration of the XYZ University, during the year 2006-2007. This is to certify that all the corrections/suggestions indicated for internal assessment has been incorporated in the report deposited in the departmental library.

This report has been approved, as it satisfies the academic requirements with respect to the project work prescribed for the Degree of Master of Business Administration, Bangalore University.

Prof. XYZ Project Guide

2

CERTIFICATE This is to certify that

XYZ REG NO: XYZ Has successfully completed the project work entitled

“Existing IT Infrastructure Management System In the Companies�

In partial fulfilment for the award of degree of Master of Business Administration of the XYZ University, during the year 2006-2007. This is to certify that all the corrections/suggestions indicated for internal assessment has been incorporated in the report deposited in the departmental library.

This report has been approved, as it satisfies the academic requirements with respect to the project work prescribed for the Degree of Master of Business Administration, XYZ University.

PRINCIPAL XYZ 3

4

ACKNOWLEDGEMENT

Having completed my project work, I deem it my privilege to thank our Principal XYZ and the Faculty members for providing me the guidance and support for the successful completion of the project I take pride and immense pleasure in expressing our gratitude to Mr. XYZ, XYZ Technologies, for his ample support, valuable guidance and encouragement that has enabled us to accomplish the study

I owe my debt of gratitude to my project guide, Faculty ,XYZ College, who guided me throughout this project work with ample support and helping me to get accomplished the report successfully.

I express my profound gratitude to my parents for providing me the excellent facilities, support, inspiration and encouragement throughout this study.

Finally, I would like to thank all those who are directly or indirectly involved in completion of this project Place : Bangalore

XYZ

Date:

Reg. no.XYZ

5

Declaration

I, Atif Hussain, bearing Reg NO: XYZ, hereby declare that theproject report entitled “Existing IT Infrastructure ManagementSystem In the Companies�. has been prepared by me during the year2006-2007 under the guidance of XYZ , Faculty,XYZ College.

I also declare that this project has been conducted in partial fulfilment for the degree of Master of Business Administration(M.B.A) of the XYZ University in my own efforts and this project has not termed a basis for the award of any other degree/diploma by XYZ

University or any other

University.

XYZ Reg. no. XYZ

6

Industry Profile The Indian software and services exports industry has a pyramid structure, with a handful of companies with revenues of above Rs.10 billion (US$ 210 million). The industry is maturing which is validated by the fact that the number of companies with revenues above Rs.1 billion (US$ 21 million) has grown from 52 in 2001-02 to 70 in 2002-03. At the small and medium enterprise level, there has been rapid growth, with the number of companies with revenues of less than Rs. 500 million (US$ 10 million) expanding to 2,888 players in 2002-03, from 2,703 in 2001-02.

The Indian IT services industry comprises a diverse group of companies – large, nearbillion dollar global companies and small start-ups, Indian companies and multinationals.

Growth rates across companies are quite varied: •

Tier 1 companies (i.e. the top 5 firms) account for about 32 percent of total software exports; and have benefited from customers’ recent scaling of operations.

•

Tier 2 companies (with revenues between Rs. 1 billion and Rs. 10 billion) account for about 24 percent of the industry.

•

MNC back-ends account for about 26 percent of the industry.

•

Focused companies (about 3-4 percent of the industry) include those with a focus on a particular domain / service line / products.

•

Small companies, with revenues of less than Rs. 1 billion, account for 12-14 percent of the market.

7

The industry can be divided into three broad categories – hardware, software and services, and training. Hardware comprises peripherals, networking and other hardware. Software and services comprise hardware, software and ITES (Information Technology Enabled Services). In 2003-04, the hardware segment is estimated to account for 51 percent of the domestic Indian IT market, as compared with 52 percent in 2002-03. The software and services segment is estimated to account for 46 percent of the market, as compared with 44 percent in 2002-03. The training segment is estimated to account for 3.5 percent of the industry, the same as in 2002-03.

Hardware During 2003-04 the hardware market is estimated to grow by 8 percent, from Rs. 159 billion (US$ 3.29 billion) in 2002-03 to Rs. 172 billion (US$ 3.78 billion). In 200203, the market grew by only 5 percent compared with 2001-02.

The market is classified into hardware, peripherals, networking and others. Hardware includes servers, workstations and single-user systems. Peripherals include printers, UPS, and other peripherals. Networking includes hardware components such as hubs, routers, etc.

Personal Computers The desktop market grew from Rs. 76 billion (US$ 1.6 billion) in 2001-02 to Rs. 78 billion (US$ 1.63 billion) in 2002-03. In volume terms, the market registered a growth of 11 percent. According to NASSCOM (National Association of Software and Service Companies), desktop PC sales are expected to reach nearly 3 million

8

units in 2003-04, growth of nearly 30 percent over 2002-03. Higher volume growth is attributed to an increase in IT consumption by industry verticals and corporate sectors such as telecom, banking, financial, manufacturing and IT enabled services.

Sales growth was primarily driven by lower prices due to intense competition.

Aggressive marketing strategies like road shows and product bundling (sale of PCs with scanners, desktop printers) also propelled growth in this segment. The 50 percent growth in notebook computers sales was driven by lower prices and increased need for mobile computing in the corporate sector. The Small Office / Home Office (SOHO) segment was the focus of most vendors.

The BFSI (banking, financial services and insurance), telecom, ITES and SOHO segment will continue to fuel growth. E-initiatives by the central and state governments are also expected to provide a fillip to the PC market. Companies are expected to focus on ‘B’ and ‘C’ category cities and rural areas, which comprises a large portion of the SOHO segment. Sale of second hand PCs is also evolving into an emerging market – the value of the market is estimated to be Rs. 300 crores, with B and C category cities, educational institutes, data entry operators and NGOs being the main consumers.

Branded players will continue to face stiff competition from assemblers, who account for 64 percent of the market. Assemblers have an edge over branded companies, as they do not pay taxes. Despite the growth, continued taxes on hardware and the high cost of software, may impede the growing market. The entry of new players into the Indian market will further increase competition and force price cuts, benefiting the consumers. Vendors will also try and differentiate themselves with new offerings.

9

Servers and Workstations The Indian server market grew by 12 percent in 2002-03, as compared with a decline of 20 percent in 2001-02. Growth was led by the BFSI segment, which accounts for a significant portion of the market. In the banking sector, centralization of operations, credit card authorization, ATM switching, online banking and branch automation were the key activities that resulted in increased sales. In 2002-03, the State Bank of India, Punjab National Bank, Canara Bank, and LIC together spent more than Rs. 420 crores on servers and workstations. Other public sector banks are expected to contribute to the sales in this segment in 2003-04.

Apart from BFSI, the telecom sector also contributed significantly, with demand coming from companies building up infrastructure and deploying business and operation support systems. The distribution and manufacturing segment also contributed to overall server sales.

Peripherals With growth in the PC segment, the peripherals segment is also estimated to see an increase of 13 percent in 2003-04 to reach Rs. 35 billion (US$ 760 million). This segment is expected to witness significant growth due to low penetration levels.

Penetration of peripherals, the ratio of the number of PCs to peripherals, stood at 33 percent in India, as compared to 70 percent in developed countries.

In 2003-04, the market saw peripherals being treated as consumer products, with vendors branding their products and marketing them aggressively. The hard-disk drives market showed positive growth, fuelled by demand for back up in the

10

corporate sector. Sales of LCD monitors increased with BFSI and ITES companies leading the way. The main reasons for this were low prices, power consumption savings and less space usage of LCDs. In contrast with the PC segment, organized players dominated the peripherals segment. The market is expected to see products being bundled with PCs, thereby pushing sales further. Similar to the PC segment, B and C class cities will continue to contribute more towards total revenues. Branding and aggressive marketing of products will also continue. Consolidation of peripherals, as evident in the printer, fax and copier being bundled into a single offering, will lead to new product lines in the segment. Sales of inkjet printers are expected to continue to grow, largely driven by lower costs due to increased competition. Other products such as UPS are also expected to see an increase in demand. Market share in the UPS market will depend on the service levels and the geographic spread of vendors. A relatively new subsegment is the multi functional device (MFD), such as a modem and fax within a computer. MFDs are expected to continue their stellar growth through the next year, primarily due to their small base.

Networking Sales of networking products are estimated to increase by 15 percent from Rs. 23 billion (US$ 470 million) in 2002-03 to Rs. 26 billion (US$ 571 million) in 2003-04.

Networking equipment comprises modems, network interface cards (NIC), routers, switches and hubs. The modem market has seen increase in activity due to increase in the number of internet subscribers. This market is poised for further growth in the

11

future, as the number of internet subscriber’s increase. NICs are in a transition phase and are being integrated with the motherboard. The router market is also expected to witness increased activity on the back of growing demand from internet service providers (ISPs).

The growth in spending was driven by four verticals – BFSI (banking, financial services and insurance), telecom, business process outsourcing (BPO), and the government. Several banks and insurance companies opted for automation and connectivity across branches. Telecom firms rolled out nation-wide networks driving demand for high-end routers. The government’s thrusts on new road construction as well as the proliferation of BPO units have helped drive the demand for networking equipment.

Software and Services The software and services segment is estimated to register a growth of 14.8 percent to reach Rs. 154 billion (US$ 3.37 billion) in 2003-04 from Rs. 134 billion (US$ 2.78 billion) in 2002-03. Increased spending by the BFSI, government and manufacturing sectors resulted in this growth.

The software and services segment can be further divided into packaged software, software services and domestic ITES. Software services dominated the segment, accounting for an estimated 66.8 percent of the total market in 2003-04. Contribution from packaged software is estimated at 13.7 percent, while the domestic ITES and hardware services markets are estimated to contribute the remaining 19.5 percent.

12

Packaged Software During 2003-04, the packaged software segment is likely to grow by 5 percent to reach Rs. 21 billion (US$ 460 million). Companies preferred to deploy expensive, branded products rather than cheap off-the-shelf options from local vendors, resulting in higher spending. The SME sector was aggressive in implementing packaged software applications, but only as long as it was necessary and resulted in a clear cost benefit in the short run. Most of the products offered were based on open source codes. All the major vendors in the market offered Linux-based open source codes products to gain the acceptance of hesitant buyers.

Services The services segment is estimated to grow by 18 percent from Rs. 85 billion (US$ 1.8 billion) in 2002-03 to Rs. 100 billion (US$ 2.2 billion) in 2003-04. This segment comprises of customized software services, turnkey projects, and consulting and other services.

Despite its smaller size relative to global standards, the market has shown signs of maturity including: outsourcing of facility management and IT operations, consolidation of servers, storage and networks into data centers, outsourcing of automated help desks and IT services, and the formulation of security policies and procedures.

Customized software is estimated to grow by 5 percent to Rs. 20 billion (US$ 440 million) crores in 2003-04. The slow growth can be attributed to a shift to packaged software implementations in the area of messaging, core-banking applications,

13

insurance solutions, retail back-ends, and ERP, SCM, CRM and business intelligence.

This software requires heavy implementation effort preceded by consulting.

Turnkey projects (a combination of systems integration and network integration activities) are estimated to grow by 26 percent to increase to Rs. 32 billion (US$ 703 million) in 2003-04.

Consulting services are estimated to grow by 26 percent, to reach Rs. 15 billion (US$ 320 million) in 2003-04.

Training The training and education industry in India showed signs of revival during 2003-04.

Industry revenues are estimated to increase by 6 percent to Rs. 12 billion (US$ 270 million) in 2003-04.

Most of the increase in demand has been due to the growth of the BPO sector.

Services include simple call center training to complex project management, testing and PCMM / CMM training programs. The ITES segment also provided a market for soft-skills training, which included customer relationship management, multi-tasking, talent transformation etc.

Short-term courses accounted for a significant percentage of the total revenues of companies and training companies benefited from an increase in enrolment for shortterm courses. The courses were mostly need-based, focusing on current demand.

Coupled with recession, long-term courses have taken a hit due to the volatile environment prevalent in the technology domain.

14

Company Profile HCL Infosystems is India’s premier information enabling company. Leveraging its 27 years of expertise in total technology solutions, HCL Infosystems offers valueadded services in key areas such as system integration, networking consultancy and a wide range of support services.

HCL Infosystems is among the leading players in all the segments comprising the domestic IT products, solutions and related services business, which includes PCs, servers, networking products, imaging & communication products.

Continuously meeting the ever increasing customer expectations and applications, its focus on integrated enterprise solutions has strengthened the HCL Infosystems SSO’s (System Support Organization) capabilities in supporting installation types ranging from single to large, multi-location, multi-vendor & multi-platform spread across India. The SSO, comprising a direct support force of over 1600+ members, is operational at 260+ locations across the country and is the largest such human resource of its kind in the IT business. A majority of the SSO members have been specially trained in a variety of supporting solutions, the company's key focus area.

HCL Infosystems’ manufacturing facilities are ISO 9001 - 2000 & ISO 14001 certified and adhere to stringent quality standards and global processes. With the largest installed PC base in the country, four indigenously developed and manufactured PC brands – ‘Infiniti’, ‘Busybee’ ‘Beanstalk’ and the ‘Ezeebee’ - and its robust manufacturing facilities; HCL Infosystems aims to further leverage its dominance in the PC market. It has been consistently rated as Top player in PC industry by IDC .The ‘Infiniti’ line of business computing products is incorporated

15

with leading edge products from world leaders such as Intel. A fully integrated and business-ready family of servers and workstations, the ‘Infiniti Global Line’ is targeted at medium and large companies to help them to manage their enterpriserelated applications. It has considerable dominance in verticals like finance, government, and education & research.

The Frontline Division of HCL Infosystems has an extensive network of over 1000 resellers across 300 cities. Frontline Division has actively promoted the penetration of PCs in the home and the small office/home office (SOHO) segments, through Beanstalk PCs, Toshiba Laptops & Dragon Speech Recognition Systems.

Constant evolution with changing times has helped HCL Infosystems retain its leadership and profitability for all stakeholders. In 1992, HCL formed a joint venture company, HCL HP, with the international computer giant, Hewlett-Packard (HP), and precipitated a technological leap by achieving world class manufacturing expertise in the country for HP's RISC/UNIX based business servers and workstations. In 1997, HCL and its joint venture partner, HP, re-organized their joint business activities in India through the buying back of HP's 26 per cent of equity in HCL HP by the HCL promoters.

Last year, HCL entered into an alliance with SUN Microsystems to be their Enterprise Distributor for entire range of SUN products. Combing the latest technology & best-practices from SUN, with 27 years of customer relationship and pan Indian sales & service expertise of HCL, it aims to leverage the relationship to offer complete spectrum of IT to the end user.

16

HCL has closely seen the IT industry rise from scratch, and has actively participated in its progress. During the twenty-seven year journey, it has picked up valuable lessons in serving the IT needs of the Indian customer and gathered domain expertise to successfully service various businesses.

HCL InfiNet, a 100% subsidiary focuses on the ever-growing segment in Imaging, Telecom and Communication products, solutions and services. HCL InfiNet’s product portfolio covers a range of other office automation and communication products through alliances with world leaders - including mobile communication products from Nokia, Duprinters from Duplo, LCD projectors from InFocus, Mass Mailing solutions from Pitney Bowes and voice and telecommunication solutions from Ericsson. It has an exclusive sale and support partnership with Toshiba Corporation, Japan, for sales and servicing of its imaging and photocopier products.

The Managed Network Service offerings for corporates include VPNs, ASP offerings, Co Location/ hosting, CDNs, security, corporate internet telephony solutions, technical and consumer help desks, 24/7 Network Operations Centre monitoring and a host of value added networking services. Consumer services include dialup PSTN/ISDN Internet access, Valufon calling cards and VoIP telephony devices.

As a leading information enabler, HCL Infosystems has long standing relationships with world technology leaders such as SUN for enterprise computing solutions, Intel and AMD for PCs and PC Servers; Microsoft, Novell and SCO for operating systems and software solutions; Toshiba Corp. for business automation equipment; and Oracle, Sybase and Informix for RDBMS platform, EMC, Veritas for storage

17

solutions. The aim is to straddle the entire landscape of information enabling technology far more comprehensively, effectively and competitively.

HCL Infosystems Ltd is one of the pioneers in the Indian IT market, with its origins in 1976. For over quarter of a century, they have developed and implemented solutions for multiple market segments, across a range of technologies in India. They have been in the forefront in introducing new technologies and solutions. The highlights of the HCL saga are summarized below:

YEAR HIGHLIGHTS 1976

1977

- Foundation of the Company laid - Introduces microcomputer-based programmable calculators with wide acceptance in the scientific / education community - Launch of the first microcomputer-based commercial computer with a ROM -based Basic interpreter - Unavailability of programming skills with customers results in HCL developing bespoke applications for their customers

1978

- Initiation of application development in diverse segments such as textiles, sugar, paper, cement , transport

1980

- Formation of Far East Computers Ltd., a pioneer in the Singapore IT market, for SI (System Integration) solutions

1981

- Software Export Division formed at Chennai to support the bespoke application development needs of Singapore

1983

- HCL launches an aggressive advertisement campaign with the theme ' even a typist can operate' to make the usage of computers popular in the SME (Small & Medium Enterprises) segment. This proposition involved menu-based applications for the first time, to increase ease of operations. The response to the advertisement was phenomenal.

- HCL develops special program generators to speed up the development of applications

1985

- Bank trade unions allow computerization in banks. However, a computer can only run one application such as Savings Bank, Current account, Loans etc.

18

- HCL sets up core team to develop the required software - ALPM (Advanced Ledger Posting Machines). The team uses reusable code to reduce development efforts and produce more reliable code. ALPM becomes the largest selling software product in Indian banks - HCL designs and launches Unix- based computers and IBM PC clones - HCL promotes 3rd party PC applications nationally - Zonal offices of banks and general insurance companies adopt computerization 1986

- Purchase specifications demand the availability of RDBMS products on the supplied solution (Unify, Oracle). HCL arranges for such products to be ported to its platform.

- HCL assists customers to migrate from flat-file based systems to RDBMS - HCL enters into a joint venture with Hewlett Packard - HP assists HCL to introduce new services: Systems Integration, IT consulting, packaged support services (basicline, teamline)

1991

- HCL establishes a Response Centre for HP products, which is connected to the HP Response Centre in Singapore.

- There is a vertical segment focus on Telecom, Manufacturing and Financial Services - HCL acquires and executes the first offshore project from IBM Thailand

1994 - HCL sets up core group to define software development methodologies - Starts execution of Information System Planning projects 1995

- Execution projects for Germany and Australia - Begins Help desk services

1996

- Sets up the STP ( Software Technology Park ) at Chennai to execute software projects for international customers - Becomes national integration partner for SAP - Kolkata and Noida STPs set up

1997 - HCL buys back HP stake in HCL Hewlett Packard 1998

- Chennai and Coimbatore development facilities get ISO 9001 certification

19

- Acquires and sets up fully owned subsidiaries in USA and UK 1999

- Sets up fully owned subsidiary in Australia - HCL ties up with Broad vision as an integration partner - Sets up fully owned subsidiary in Australia - Chennai and Coimbatore development facilities get SEI Level 4 certification - Bags Award for Top PC Vendor In India

2000

- Becomes the 1st IT Company to be recommended for latest version of ISO 9001 : 2000 - Bags MAIT's Award for Business Excellence - Rated as No. 1 IT Group in India -Launched Pentium IV PCs at below Rs 40,000

2001 -IDC rated HCL Infosystems as No. 1 Desktop PC Company of 2001 -Declared as Top PC Vendor by Dataquest 2002

-HCL Infosystems & Sun Microsystems enters into a Enterprise Distribution Agreement - Realigns businesses, increasing focus on domestic IT, Communications & Imaging products, solutions & related services - Became the first vendor to register sales of 50,000 PCs in a quarter - First Indian company to be numero uno in the commercial PC market - Enters into partnership with AMD

2003

- Launched Home PC for Rs 19,999 - HCL Infosystems' Info Structure Services Division received ISO 9001:2000 certification - Launches Infiniti Mobile Desktops on Intel Platform - Launched Infiniti PCs, Workstations & Servers on AMD platform

20

A 100% subsidiary of HCL Technologies, HCL Comnet (HCL Technologies Infrastructure Services Division) leverages its core strengths from the parent company. A focused player in the IT services arena, HCL Comnet seeks to provide simplified infrastructure solutions through delivering high-performance management services for complex, distributed infrastructure environments encompassing the Internet, client and legacy based infrastructures.

Recognized around the world as a leader for Remote IT Infrastructure Management services, HCL Comnet helps build an infrastructure that is always available, always secure and always reliable. Companies of all sizes rely on their experience, expertise and partnership to simplify their IT infrastructure management.

HCL Comnet has experience of managing IT infrastructure for over 87 global customers.

Their unique visibility solutions- SmartManage and MyDashboard- provide enhanced visibility into the IT infrastructure to optimize performance, increase availability and reduce costs.

HCL Comnet’s services portfolio includes wing-to-wing infrastructure management encompassing Network devices, Security, Databases, Systems, Internet site operations management, and End User Computing services enabling customers to focus on their core business.

21

Product & Services Profile

HCL Infosystems is India's premier information enabling company. Leveraging its 27 years of expertise in total technology solutions, HCL Infosystems offers value-added services in key areas such as system integration, networking consultancy and a wide range of support services.

HCL Infosystems is among the leading players in all the segments comprising the domestic IT products, solutions and related services business, which includes PCs, servers, networking products, imaging & communication products.

A brief list of the products and services offered by HCL Infosystems has been provided below.

Products I. Desktops 1. Business PC Infiniti is the market leader in commercial desktop segment in India, ahead of competition. Infiniti is the only brand in Indian IT that offers Remote Support for Software, an innovative support mechanism that is end-user friendly and extremely efficient in problem resolution, saving time and opportunity.

Infiniti Product Development recognizes this need as the key to success for end-users.

Infiniti, backed by direct selling and built-to-order, ISO 9001 & ISO 14001 manufacturing, ensures that end-users get the best available product at the time of delivery, rather than at the time of order.

22

This Technology First brand features the latest innovations in Central Processing Unit (CPU) design, graphics design, display design, I/O advancement and a host of other technologies that have made Infiniti the number one corporate PC brand in India.

Infiniti developed by HCL Labs specifically to meet today's high-performance needs, HCL Infiniti Desktop provides exceptional performance, responsiveness and reliability.

HCL Indic PC

Enjoy computing in your own language with HCL Indic PC - the latest from the stables of Infiniti Business Desktops.

Infiniti Pro SL

A powerful and stylish computer for the corporate world.

Infiniti Pro BL/HL

 Infiniti Pro BL with 845GV chipset and DDR RAM  Infiniti Pro BL with 845GE chipset and DDR RAM  Infiniti Pro BL with SIS chipset and DDR RAM  Infiniti Pro BL/HL with 865 GV chipset & Hyper Threading Technology  Infiniti Pro BL/HL with 865G chipset & Hyper Threading Technology

Infiniti Plus BL

Infiniti Plus BL with VIA PLE 133 chipset

Infiniti Orbital

Packed with advanced, hi-efficiency features, the Infiniti

Series

Orbital series is designed to meet your diverse computing requirements.

HCL Desktop

Manage your Infiniti desktop efficiently with HCL

Management

Desktop Management Software (HDMS) - a software that

Software

ensures desktop uptime, reduces support & administrative

23

costs.

2. Home PCs The all new BeanStalk Series, where performance is rivaled only with elegance of design.

You get superior technology and great value for money, all fused into one. It comes with the super-speed Intel® processor, plus SD RAM and Ultra ATA Hard Disk that gives it incredible speed.

It is upgrade friendly and so virtually future-proof. Manufactured at HCL Infosystems’ state-of-the-art ISO 9001 certified plant, it is designed to outperform every other Home Computer you have ever seen or heard about. And with more than 250 Support providers across the country, its widespread network ensures excellence in Customer Care.

II.Workstations 1. Infiniti Challenge Workstations HCL Infosystems, offers ‘Infiniti Challenger Workstations’ which harness the amazing new capabilities offered by the next generation Intel® Pentium® 4 Processor. This faster and more advanced series of personal workstations will find application among a wide cross-section of the industry and will offer leading technology for higher performance for component modeling, assembly modeling, Analysis and Video Image /Sound Editing.

Also, its special features make these as ideal machines for users working in the fields of Motion Pictures/ MCAD and those who were previously using UNIX based workstations.

Application Programmers for MS Windows and other power users will now be able to derive the same degree of CPU and graphical performance on the 'Infiniti Challenger

24

Workstations', which offer higher performance at much lesser price than traditional workstations.

Two variants are available: i). Infiniti Challenger 5100 Workstation with 875P chipset & HT Technology. ii). Infiniti Challenger 5205 Workstation with E7505 chipset & Intel Xeon Processor.

III. Servers 1. Intel Servers i). Infiniti Global Line Servers. ii). Infiniti Solutions.

2. Infiniti Xcel Server.

3. Sun Servers i). Sun Fire 280R Server. ii). Sun Fire Midframe Server Family. iii).Netra 120 Server. iv).Netra 20 Server. v).Sun Fire 800 Midframe Server. vi).Sun Fire Midframe 4800 Server. vii).Sun Fire 6800 Midframe Server. viii).Sun Fire 100 Server. ix).Sun Fire 480 Server. x).Sun Fire V880 Server.

25

IV. Thin Clients 1. Winbee Thin Cclient. i).Winbee 4000 JB. ii).Winbee 4000B. iii).Winbee 4000JS. iv).Winbee 3000IRS v).Winbee 3000RS. 2. Sun Thin Client.

V. Display Products i). 710 LSA. ·-17" Diagonal, 0.264mm x 0.264mm Pixel Pitch ·-Advanced Active Matrix Colour Technology ·-VESA, XGA, SVGA, VGA, Mac® Equipped with VGA Port Compatible ·-OSD Control ·-1280X1024 Maximum Resolution ·-Plug & Play ·-VESA 75mm Wall Mountable Provision ·-Kensington Security Slot ·-Low Power Consumption < 45W ·-Space saving Slim Profile ·-Ergonomic Design ·-Digital Audio Control

26

·-Speakers on Bezel ·-Separate Headphone socket

ii). 500 LSA. -15" Diagonal, 0.297mm x 0.297mm Pixel Pitch ·-Advanced Active Matrix Colour Technology ·-VESA, XGA, SVGA, VGA, Mac® Equipped With VGA Port Compatible ·-OSD Control ·-1024x768 Maximum Resolution ·-Plug & Play -VESA 75mm Wall Mountable Provision -Kensington Security Slot -Low Power Consumption < 35W -Space saving Slim Profile -Ergonomic Design - Audio support with Head phone socket

VI. Networking Products i).HCL 8/16 Port 10/100 Base-TX Smart Desktop Switches. ii). HCL 24 Port 10/100 Base-TX Smart Switch with uplink slot. iii).HCL 24 Port 10/100 Base-TX Smart Win Smart Switch with 2 Gigabit UTP ports. iv).HCL 24 Port 10/100Mbps SNMP Managed Stackable Switch with two slots.

27

v).HCL 14 Port 10/100/1000Mbps SNMP Managed Stackable Switch with two gigabit slots. vi). HCL SNMP Managed Layer 3 Switch. vii).HCL DSL Solution. viii).HCL 24 Port 10/100/1000Mbps Web Managed Smart Switch. ix).HCL 24 Port 10/100Mbps SNMP Managed Stackable Security Switch. x).HCL Wireless LAN (WLAN) Solution. xi).HCL Cabling Solution. xii).HCL Bandwidth Booster. xiii).HCL InfoRouter LWB211.

VII. Security Products i).HCL infonetmon. ii).HCl InfoWall. iii).HCl Infosecumon. iv).HCl infosecuaccess.

VIII. Storage Solutions 1. HCL Storage solutions.

2. Sun Storage Solutions. i).Sun StorEdge D2 Array. ii).Sun StorEdge D240 Media Tray. iii).Sun StorEdge 3310 SCSI Array.

28

iv).Sun StorEdge S1 Array. v).Sun StorEdge T3 Array for the Enterprise. vi).Sun StorEdge T3 Array for the Workgroup.

3.EMC Storage Solutions.

The complete EMC offering is a strategic framework encompassing all the best of everything it offers. EMC surrounds E -Infostructure with the industry leading products, expertise, experience, standards, services, and capabilities that set it apart from all competition.

EMC delivers a flexible, adaptable IT infrastructure - and an E-Infostructure - from which businesses can change and grow, creating competitive advantage in an environment where the rules are constantly changing and the pace always quickens.

EMC enables you to bring together and gain value from all your business's information, regardless of its location or source. Coupled with business velocity, information convergence can mean the difference between prosperity and extinction.

4.HP Storage Solutions.

IX. Toshiba Notebooks i).Pocket PC e350 ii).Pocket PC e750 iii).Portege A100 iv).Portege R100 v).Portege M200

29

vi).Satellite A10 vii).Satellite 2450-A741 viii).Tecra S1

X. Solutions 1.InfoStructure Service Total service Provider InfoSupport Services - Operating Systems - Databases - Middleware - Servers - Desktops - Peripherals

InfoNet Services - Data/Voice Network - Unified Messaging - E-com Infrastructure Services - VPN (Extranet & Intranet) InfoSafe Services - Firewalls & Beyond - IT Asset Hardening - Content Management - Vulnerability Assessment - Encryption - Anti-Virus - Disaster Recovery - Intrusion

Architect

Implement

Support

System Consulting & Requirement Analysis Planning Services

System Multi-vendor Rollouts Large Onsite Support Projects Implementation Help Desk Services Technology Migration System/DB Administration High Performance Availability Assesment Solutions Network Implementation Network Design Services Multiplatform Consulting including Support Architecturing project Enterprise management Network Networks Administration Network Assessment

Consulting

Security Solution Implementation Security Policy Design - Installation - Custom Assistance Configuration Architecturing - Deploy security policy Enterprise Security Solution

30

Manage Asset Management Desktop Application Management Disaster Recovery Services - Net Health Check - Net Traffic Check - Traffic Protocol Analysis - Traffic Management - Bandwidth Management

Onsite support Managed Services for IT Security Security Administration Security Audit

Detection

2. Networking Services.

InfoNet Services · Data/Voice Network · Unified Messaging · E-com Infrastructure Services · VPN(extranet & Intranet)

Architect Network Design Consulting

Implement

Support

Implementation Network Services Multiplatform including Support

Architecting Project Enterprise Management Networks

3. Security Services i).InfoSafe Services -Security Policy Framework Consulting.

- Security Solution Design Consulting.

- Security Implementation Services.

- Security Managed Services.

- Security Education Services. ii).InfoSafe Policy Framework Consulting - Assessment.

- Network Setup.

31

Manage

· Net health Check · Net Traffic Network Check Administration · Traffic Protocol Analysis Network · Traffic Assessment Management · Bandwidth · Traffic Management

- IT Usage (for various groups).

- IT Processes (in place).

-Defining IT Information Assets.

- List of What to Protect.

-List Access Right Definitions. iii).InfoSafe Solution Design Consulting - Firewalls and beyond.

-Content inspection.

-Encryption & Steganography.

-Biometrics & AAA. -Anti Virus Solutions.

-Secure Backup Solutions. iv).InfoSafe Implementation Services - Installation & Rollout of the products as designed.

- Deploying Security Policies as per the Policy Framework.

- Custom configuration and integration of the products. v).InfoSafe Managed Services -Security Audit.

- Vulnerability Scans.

-IT Asset Hardening.

- MAC Services.

- Proactive Vulnerability tests.

- Penetration tests.

32

- Product Update and Patch Support Services.

3. Facilities Management Services Today IT assets have become widely distributed and less visible. As the Systems are critical to the operation of your business, downtime can have a disastrous impact on production, customer satisfaction and revenues. Nothing of this is unusual. It is going on in companies everywhere. Chances are, it's going on in your company right now.

As the world is demanding IT Infrastructure that is "Always ON", you need to be confident in your choice of a service provider when you need service for your systems.

You need Quality of Service that provides immediate results with rewarding experience.

Most of all, you need a partner whom you can trust.

HCL Comnet is offering a complete portfolio of customized services and expertise - from planning and design to installation, integration, migration assistance to system management, telephone support and on-site hardware and software fixes.

HCL Comnet offers a range of service options, customized to your specific requirements, right from routine daily support to 24 hours 7 days a week support for mission critical sites, value added Support Services such as System Administration, Helpdesk Services and Asset Management.

4. Domestic Hardware Services This activity involves visiting the end user work-seat, diagnosing the defective hardware, system software and middleware for a suitable resolution.

33

One stop shop for quality support across all your IT equipments, this service ensures peace of mind and allows you to focus on your core business. It means whatever the problem is and wherever it is located, HCL Comnet will deliver the service to help you maintain his competitive edge and business continuity. In a complex environment with a mix of complex equipment, our integrated and coordinated service will be highly appreciated.

XI. Software Licenses To provide end-to-end solutions to the customers, HCL has partnered with many leading companies to provide software licenses like : •

Oracle

•

SAP

•

BroadVision

•

Microsoft

•

Novell

•

Linux/SCO

•

Computer Associates

•

Citrix

•

Veritas

Besides, HCL can support these products and develop solutions on these products.

XII. Connectivity Services For large enterprises with offices worldwide, and employees in geographically remote or extreme environments, the need for a reliable and adaptable suite of network services is

34

clear. Losing connectivity to your applications, or breaking the link between business and client, could easily spell financial disaster. Your business depends on your network and we can provide you with dependable Network Connectivity Services.

Services

Deliverables

SpaceNet, SpaceDirect, Always on high speed internet services for service Space Gate providers & corporate / high scalability/ efficient traffic routing/ proper bandwidth utilization Space Train/SpaceTeach

Distance education/training solution/ video multicast environment/ video & chat return channel/ value ads like high speed internet

SpaceMobile (Mobile services)

One-way satellite based messaging service/ all India satellite coverage of INSAT/ data transmission speed of 300 bps/GPS enabled , Web tracking tool available

SpaceWorks

Scalable platform for deploying QoS/ enables network mangers to use network capacity more efficiently/enables monitoring & enforcing SLA on satellite service providers.

Our Network Connectivity services provide turnkey connectivity solutions that are reliable, scalable, leading-edge and designed to meet your real-time needs. Our Infrastructure consultants can work with you to create an infrastructure where your employees, your clients and your partners will never be more than a key-click away.

Along with this HCL offers:  Network Backbone Design & Convergence assurance  Telco / Service Provider Assessment and Evaluation  Network Backbone Design for maximum uptime 35

 SP SLA – Creation, Monitoring & Execution  Regulatory Consulting & Clearances  Circuit Provisioning & Bandwidth Procurement Service  Media Acceptance Test Planning (ATP) - End to End Backbone  Testing including last mile and Commissioning Services

Deliverables

Security consulting

ISO 17799 compliance, information risk assessment, business continuity planning, benchmarking, Programme Management ,DRP ,RBI Compliance

Security audit

IT security policy, procedures tool based vulnerability assessment, gap analysis

Security technology

Implementation and deployment, security lifecycle management

Security training

Specialized ATC, BS7799 workshop.

Security management

24X7 device monitoring, change management, advanced event correlation

XIII. Security Solutions & Services XIV. IT Infrastructure Management Services Total Service Provided Info Support Services

HCL Info Structure Services Architect

Implement

System (System Support Consulting Services and & Facilities Requirement Management) Analysis -Operating Systems - Databases - Middleware - Unisys/HP/IA Servers - Desktops & Peripherals

Support

System Multi-vendor Rollouts& Onsite Support Large Projects Implementation Help desk services Technology IT Migration System/DB architecture Administration planning High Availability Performance Solutions Tuning

Manage Asset management Desktop Application management Business Recovery Services Education

36

Info Net Services - Data/Voice Convergence - Unified Messaging Solutions - E-com Infrastructure Services

Consulting

LAN/WAN Implementation Architecting Implement Internet/Intranet Enterprise solutions Networks

Info Safe Services - Firewalls - OS Hardening - IDS - Vulnerability Scan - Encryption

Consulting

EMAIL Integration &management Security Solution Implementation Security -Firewalls Policy -OS Hardening Design Assistance -IDS -Vulnerability Architecting Scan -Encryption Enterprise Security Solution

Network Network Onsite support Management Network Intranet administration management Network Audit Education

Onsite support Managed Services for IT Security Security Administration Education Security Audit

XV. Smart Manage SmartManage™ offers: Application response time measurement - application wise and site wise Micro level drill down analysis - application / department / user wise resource usage Advanced web reporting coupled with unique root cause analysis In addition, SmartManage™ provides DHCP Environment Support: Support for static as well as DHCP environment by automatically identifying user name for a specific IP address for providing user wise traffic reports.

Application definition based on Server IP + Port: Applications can be defined as a combination of port no(s) and IP address of the server.

This is necessitated as some applications use the same port number - e.g., HTTP Internet and HTTP - Intranet both use port 80, hence it is important to segregate by IP address of the server also.

Syslog Reporting: SmartManage™ has a built in Syslog engine. It allows you to

37

collect and view syslog messages device wise based on severity SNMP Trap Reporting - SmartManage™ also has a built in SNMP trap module that supports CISCO SNMP traps. It allows you to collect and view SNMP Trap messages device wise under various categories.

XVI. MyDashboard

MyDashboard provides customized reports on: Infrastructure performance Availability and utilization of resources Security intelligence Service level compliance Additionally, MyDashboard also provides business view of the entire IT infrastructure and indicates the business –impact due to non-availability of IT infrastructure.

Design of the Study

Title of the Study: “Positioning strategy for IT Infrastructure Management.”

Statement of the Problem:

38

To determine the key focus area from a group of influencing factors, which plays a crucial role with the decision of companies on selecting a Remote IT Infrastructure Management System.

Objective of the Study: The study was undertaken keeping the following objectives in mind:  To ascertain the existing IT Infrastructure Management System in the companies.  To determine the awareness level of the companies about the various BI service providers.  To determine the factors which play an influencing role on the companies when deciding on a Remote IT Infrastructure Management System.  To determine the key factor governing the decision regarding setting up a Remote IT Infrastructure Management System.

Scope of the Study: Business Integration (BI) as a solution offering has been around for some time now, but has been limited to the very top end of the enterprise. To give a quick rule of thumb, it is usually enterprises with a turnover of Rs.300 crore to Rs.500 crore and above who are targeted by the BI solution providers.

39

With the top end markets saturating very fast, BI providers are now looking towards medium and small enterprises with special offerings to suit their budgets. This study was conducted to determine the existing IT Infrastructure Management System in medium and small enterprises. This study also focuses on the variables that play an influencing role regarding setting up a Remote IT Infrastructure Management System.

Need of the Study:  It was necessary to determine the level of IT Infrastructure Management System existing in the companies in order to ascertain the investment made by the companies for their respective IT Infrastructure Management Systems.  It was necessary to ascertain the level of information about the various BI service providers available to the companies.  It was necessary to ascertain the factors that influence companies when deciding on a Remote IT Infrastructure Management System so that HCL Comnet can target those influencing factors.  It was imperative to determine the key focus area of the companies when deciding on a Remote IT Infrastructure Management System so that a positioning strategy could be devised for HCL Comnet’s products and services.

Limitation of the Study:  The sample size was limited due to the focus on medium and small enterprises.  The geographic location was limited to the National Capital Region (NCR), i.e., Delhi, Noida and Gurgaon.

40

ď&#x192;&#x2DC; The information provided by the respondents maybe biased in order to give a positive image of their respective companies. ď&#x192;&#x2DC; Due to propensity of time and resources an in-depth study could not be conducted.

Research Methodology The research process involves identifying a management problem or opportunity; translating that problem/opportunity into a research problem; and collecting, analyzing, and reporting the information specified in the research problem. A management problem

41

deals with decisions managers must make. A research problem deals with providing information that will help management make better decisions. â&#x20AC;&#x153;Marketing research design is the specification of procedures for collecting and analyzing the data necessary to help identify or react to a problem or opportunity, such that the difference between the cost of obtaining various levels of accuracy and the expected value of the information associated with each level of accuracy is maximized.â&#x20AC;?

Several aspects of this definition deserve emphasis. First, research design requires the specification of procedures. These procedures involve decisions on what information to generate, the data collection method, the measurement approach, the object to be measured, and the way in which the data are to be analyzed.

Second, the data are to be collected to help identify or react to a problem or opportunity.

All data collected should eventually relate to decisions faced by management. Obviously, the efficient collection of data relevant to a decision requires a clear definition of the problem/opportunity.

A third implication of the preceding definition is that information has value. Information acquires value as it helps improve decisions. The fourth major implication is that varying levels of accuracy of information can be generated in response to the same problem.

Information accuracy is affected by the occurrence of a number of potential errors.

Finally, the goal of applied research design is not to generate the most accurate information possible. Rather, the objective is to generate the most valuable information in relation to the cost of generating the information.

Description of Research Design

42

Almost every research project is different. Still, there are enough commonalities among research projects to enable us to categorize them by the research methods and procedures used to collect and analyze data.

The research project undertaken at HCL Comnet was of a descriptive nature. Descriptive research designs refer to a set of methods and procedures that describe marketing variables. Descriptive studies portray these variables by answering who, what, why, and how questions. These types of research studies may describe such things as consumersâ&#x20AC;&#x2122; attitudes, intentions, and behaviours, or the number of competitors and their strategies.

Descriptive studies are very common in marketing research and make up a large part of the studies that are conducted by either in-house research departments or commissioned to outside marketing research companies. They are the mainstay of marketing research because they generally allow the marketing manager to draw inferences about his or her customers, target markets, competitors, or other areas of concern.

This research project was undertaken to determine the following: ď&#x192;&#x2DC; It was necessary to determine the level of IT Infrastructure Management System existing in the companies in order to ascertain the investment made by the companies for their respective IT Infrastructure Management Systems. For the purpose of the study 50 companies (small to medium companies) were randomly selected in the National Capital Region (NCR). The respondents who were contacted personally were mainly IT professionals or who had background knowledge about the IT Infrastructure of their respective companies. ď&#x192;&#x2DC; It was necessary to ascertain the level of information about the various BI (Business Integration) service providers available to the companies. This was

43

done to determine the competitors of HCL Comnet and also to ascertain the various service offerings (both packaged software and customized software).  It was also necessary to ascertain the factors that influence companies when deciding on a Remote IT Infrastructure Management System so that HCL Comnet can target those influencing factors. For this purpose the following factors were selected: quality of service, security, expertise, cost, and headcount.  It was imperative to determine the key focus area (Quality of service, Security, Expertise, Cost, or Headcount) of the companies when deciding on a Remote IT Infrastructure Management System so that a positioning strategy could be devised for HCL Comnet’s products and services.

Sample Design Sampling technique is a technique in which instead of selecting every unit in the universe, only a portion of the universe is studied and the conclusions are drawn on their basis for the entire universe.

The Simple Random Sampling method was used to collect data for the study. Simple Random Sampling method refers to the sampling technique in which each and every item of the population is given an equal chance of being included in the sample. The selection is thus free from personal bias because the investigator does not exercise his discretion or preference in the choice of items. For this study 50 companies were randomly selected in the National Capital Region (NCR).

Sample Size

44

Sample size refers to the number of elements to be included in the study. An important decision that has to be taken while adopting a sampling technique is the sample size. It should neither be too small as to misrepresent the population nor too large as to consume too much time and resources. In this study the sample size was decided to be 50.

Sources of Data Basically, two types of information are available to a marketing researcher: primary data and secondary data. Research design is a blue print followed in order to complete a study.

It is the framework or plan for a study that guides the collection and analysis of data. The design of the study was descriptive in nature and both primary as well as secondary data was collected.

Primary Sources of Data Primary data refers to information that has to be gathered specifically to serve the research objectives at hand. For many types of problems, secondary data simply will not suffice. In this study primary data was collected via means of a questionnaire which were personally administered to the respondents. In order for the data to be meaningful to the study the respondents were IT professionals or who had background knowledge about their companies IT Infrastructure.

Secondary Sources of Data Secondary data, as the name implies, refers to information that has been collected for some other purpose. That is, it is being used for a purpose that is secondary to its original function. Sources of secondary data for this study were companyâ&#x20AC;&#x2122;s records, companyâ&#x20AC;&#x2122;s

45

web-site, NASSCOM (National Association of Software and Service Companies), FII (Federation of Indian Industries). Various articles from computer magazines like PC Quest, Data Quest and Digit were also valuable sources of secondary data. In addition to these various white papers obtained from the internet constituted secondary sources of data.

Sampling Techniques In order to obtain the response a questionnaire was administered to the respondents. The various respondents were contacted personally and their responses collected via means of the questionnaire.

The questionnaire used in this study was of a structured nature. Here the questions were arranged in a specific order and were logically interconnected for the research study. The advantage of structured questionnaire lies in the reduction of interviewersâ&#x20AC;&#x2122; and interpretersâ&#x20AC;&#x2122; bias. The questions were framed by keeping in mind the main objective. As the length of the questionnaire plays an important role, it was compressed but not at the expense of information required for the successful completion of the survey. The responses obtained were finally tabulated and analyzed in order to draw the findings and suggest courses of actions.

Sampling Plan Sample size

: 50.

Sample Technique

: Simple Random Sampling.

Statistical tools used : Bar charts, Pie charts.

46

Marketing Research Procedure The following steps were undertaken in order to successfully complete the undertaken study:  The need for marketing research was established.  The research problem was defined.  Research objectives were established.  A research design was developed.  Information types and sources were identified.  A data collection form, i.e., a questionnaire was designed.  A sample plan and size was determined.  Both primary and secondary data was collected.  Collected data were analyzed and interpreted.  A final research report was prepared and presented.

Data Collection Instruments For collecting primary data a questionnaire was administered to the randomly selected respondents. The sample size for the undertaken study was 50. Secondary data was collected from various published sources and websites.

Field Work The field work was conducted for about 2 months. Firstly, background information was gathered about the product and service offerings of HCL Comnet. This also involved a detailed study of the research in hand, i.e., IT Infrastructure Management Systems.

47

Secondly, various published data from various sources like NASSCOM, FII, and white papers were collected in order to understand the computer service industry. Thirdly, the questionnaire designed for the purpose of collecting primary data was administered to the respondents by contacting them personally. The data was recorded and interpreted, thereby providing the required information.

Methodological Assumptions The study was conducted keeping the following assumptions in mind:  It was assumed that the questionnaire was the most appropriate method for collecting the primary data required.  It was assumed that the information provided by the respondents is genuine and authentic.  It was assumed that the sampling method adopted was the most appropriate for the study undertaken.  It was also assumed that the research design adopted would help in carrying out a systematic study.

Analysis & Interpretation Some type of data analysis is needed to give the raw data any meaning. Data analysis involves entering data into computer files, inspecting it for errors, and running tabulations and various statistical tests. The first step in data analysis is data cleaning, which is the

48

process by which the raw data are checked to verify that the data have been correctly inputted from the data collection form to the computer. An important step in the data analysis is performed by tabulation, which refers to the actual counting of the number of observations that fall into each possible response category. Finally, after tabulating the data which generates the information needed for the study their meaning or interpretation is drawn.

In this section the information collected through the survey is classified and tabulated.

Bar charts and pie charts have been shown for the better presentation and understanding of the data. Suggestions and Inferences are given for each table.

At this point it is important to briefly mention the sequencing and structuring of the questions in the data collection forms.

 Questions 1 to 5 are the general introductory questions which deal with the company’s name, industry type, workforce size, etc.  Questions 6 to 8 focus on the workforce size in the IT department.  Questions 9 to 14 deal with the investment made by the company in the IT Infrastructure.  Questions 15 and 16 deal with the influencing factors which play a crucial role when companies decide on a Remote IT Infrastructure.  Questions 17 to 19 are the concluding questions which deal with the belief and trust of the respondent associated with the various service providers.

49

Table-1 Table showing average number of employees in IT department: Level

Average number of

Percentage (%)

Level 1

employees 8

54

50

Level 2 Level 3

5 2

33 13

Analysis: From the above table it is clear that companies prefer Level 1 IT professionals which constitute 53.3% to Level 3 IT professionals which constitute only 13.4%.

Interpretation: It can be interpreted that since Level 1 IT professionals are the least expensive they constitute a majority of the workforce. It can also be interpreted that the majority of the work is fairly routine in nature which can be handled by Level 1 IT professionals. Level 2 and Level 3 IT professionals are needed when the work is complex in nature or when an expert in a particular field is required.

Graph showing average number of employees in IT department:

51

Number of Employees at various Levels 13% Level 1 Level 2 Level 3 54% 33%

Table-2 Table showing the number of shifts IT professionals work in the companies: Number of Shifts 1

Number of Companies 37 52

Percentage (%) 74

2 3

10 3

20 06

Analysis: From the above table it is clear that most of the companies have only 1 shift per day which constitutes 74%. A few of the companies have 2 shifts per day which constitutes 20%. Lastly, only a marginal portion of the companies have 3 shifts per day which constitutes 6%.

Interpretation: It can be interpreted that since the majority of the work is routine in nature, it can be accomplished in 1 shift per day. Where the work is complex or where the system has to be monitored continuously 2 to 3 shifts per day is usually required.

Graph showing the number of shifts IT professionals work in the companies:

53

Number of Shifts per Day

6% 1

20%

2 3 74%

Table-3 Table showing the various Servers used by the companies: Servers IBM

Number of Companies 13 54

Percentage (%) 26

DELL HCL SUN WIPRO HP-Compaq

09 06 10 06 06

18 12 20 12 12

Analysis: From the above table it can be inferred that the leader in the server segment is IBM which constitutes 26%. This is closely followed by Sun Microsystems which constitutes 20%.

Then is DELL with 18%, followed by HP-Compaq, HCL and WIPRO each of which constitutes 12%.

Interpretation: Being global brands with high investments in R&D has certainly helped global players like IBM, DELL and Sun Microsystems (SUN) to carve a place in the Indian IT market.

Their latest product and service offerings have helped them to stay ahead of the competition.

Graph showing the various Servers used by the companies:

55

Servers used by the various Companies

26%

12%

IBM DELL

12%

HCL SUN 18%

WIPRO HP-Compaq

20%

12%

Table-4 Table showing the operating system the servers are based on: Operating System

Number of Companies

56

Percentage (%)

Windows Linux Solaris

27 16 7

54 32 14

Analysis: From the above table it is clear that most of the companies use Windows based operating systems, which constitutes 54%. Linux which is still relatively new constitutes 32% and Solaris based systems constitute 14%.

Interpretation: It can be interpreted that Windows based operating systems are still very popular. One of the reasons for this popularity is its user-friendly nature. Linux, though relatively new as compared to Windows based system is gaining in popularity. One of the reasons for this is its security features.

Graph showing the operating system the servers are based on:

57

Operating Systems Servers are Based on

14%

Windows

32%

Linux Solaris 54%

Table-5 Table showing DBMS used by various companies: DBMS

Number of Companies

58

Percentage (%)

Oracle SQL Sybase

21 9 20

42 18 40

Analysis: It can be seen from the table above that Oracle is the leader in DBMS (Data Base Management Systems), which constitutes 42%. A close second is Sybase which constitutes 40%. SQL comes last in this segment with 18%.

Interpretation: It can be interpreted that Oracle and Sybase are more compatible with the companiesâ&#x20AC;&#x2122; IT Infrastructure. This is the reason why such a high percentage of the companies depend upon them.

Graph showing DBMS used by various companies:

59

DBMS used by various Companies

40%

42%

Oracle SQL Sybase

18%

Table-6 Table showing the preference of Office PC’s by various companies: Office PC’s

Number of Companies

60

Percentage (%)

HP-Compaq HCL IBM WIPRO DELL Assembled

14 10 13 07 02 04

28 20 26 14 04 08

Analysis: From the above table it can be seen that HP-Compaq is the market leader in this segment, constituting 28%. This is closely followed by IBM and HCL constituting 26% and 20% respectively. Next in line is WIPRO with 14%, followed by Assembled PCâ&#x20AC;&#x2122;s with 8% and finally DELL with 4%.

Interpretation: Being global players with latest product offerings HP-Compaq and IBM enjoy a huge chunk of the market share. HCL being a close third is slowly closing the gap and trying to capture the market.

Graph showing the preference of Office PCâ&#x20AC;&#x2122;s by various companies:

61

Preference of Office PC's

8%

4%

28% HP-Compaq HCL

14%

IBM WIPRO DELL Assembled

20% 26%

Table-7 Table showing Workstation/Desktop Operating Systems: Operating System

Number of Companies 62

Percentage (%)

Windows Linux Others

31 16 03

62 32 06

Analysis: From the above table it is clear that most of the companies use Windows based operating systems, which constitutes 62%. Linux which is still relatively new constitutes 32% and 14% workstation/desktop operate on Other operating systems.

Interpretation: It can be interpreted that Windows based operating systems are very popular because of their user-friendly nature. Linux, though relatively new as compared to Windows based system is gaining in popularity. One of the reasons for this is its security features.

Graph showing Workstation/Desktop Operating Systems:

63

Workstation/Desktop Operating Systems

6%

32%

Windows Linux Others 62%

Table-8 Table showing Packaged Vs Customized Software: Software

Number of Companies

64

Percentage (%)

Packaged Customized

21 29

42 58

Analysis: It can be seen from the table above that 42% of the companies prefer packaged software whereas 58% prefer customized software.

Interpretation: It can be interpreted that most of the companies prefer to use customized software, i.e., software specifically designed to match their need. HCL Comnet should also focus on customizing their offerings to the various companies to match their need.

Graph showing Packaged Vs Customized Software:

65

Packaged Vs Customized Software

42% Packaged Customized 58%

Table-9 Table showing rating matrix of the influencing factors: Rating

1

2

3

4 66

5

6

7

Total

Factors Cost Expertise Security Headcount Service

15 12

27

19 7 11 1

13 17 2

1 21 7

2 5 41

1

16

32

206 274 339 110 329

Analysis: It can be seen from the table above that security is the main concern of the companies now-a-days. This is followed by quality of service, followed by access to expertise. Next in line are cost and headcount.

Interpretation: It can be interpreted that the primary concern of most of the companies now-a-days is the security of their data. Quality of service which was ranked second also plays an influencing role. Third in line was the access to expertise, followed by cost and then headcount. Keeping these factors in mind HCL Comnet should focus more on security features and quality of service, both in the sale phase and after sale phase.

Graph showing rating matrix of the influencing factors:

67

Rating of Influencing Factors 339

329

274 206 110

Co s

t

Ex pe

rti s

Se c e

ur ity

He a

dc

ou

Total Points

350 300 250 200 150 100 50 0

Se rv ice

nt

Factors

Table-10 Table showing the critical influencing factors: Influencing Factor Cost

Number of Companies 03 68

Percentage (%) 06

Access to Expertise Security Headcount Quality of Service

08 24 0 15

16 48 0 30

Analysis: It can be seen from the table above that there are two major concerns that companies have, namely Security with 48% and Quality of Service with 30%. Access to Expertise is also a substantial factor with 16%. Cost does not play an important role, with only 6%.

Interpretation: It can be interpreted that the primary concern of most of the companies now-a-days is the security of their data. Quality of service which was ranked second also plays an influencing role. Hence, the primary focus of HCL Comnet should be to leverage these areas to their advantage.

Graph showing the critical influencing factors:

69

Critical Influencing Factor

16%

6%

Cost Access to Expertise Security Headcount

30%

48%

Quality of Service

0%

Table-11 Table showing the relevance of service providers to the companies: Service Providers

Number of Companies 70

Percentage (%)

HP-Compaq IBM HCL DELL WIPRO

14 13 09 08 06

28 26 18 16 12

Analysis: It can be seen from the table that HP-Compaq is in the lead with 28%, closely followed

by IBM with 26%. HCL and DELL are not far behind with 18% and 16% respectively.

Then is WIPRO with 12%.

Interpretation: It can be interpreted that HP-Compaq and IBM have created a belief in the minds of the consumers of their relevance to them. HCL Comnet has to find ways to break through this belief and create a place for themselves in the consumersâ&#x20AC;&#x2122; mind.

Graph showing the relevance of service providers to the companies:

71

Relevance of Service Providers to the Companies

26% HP-Compaq 18%

IBM HCL

28%

DELL WIPRO 16%

12%

Table-12 Table showing the Trust of the companies on the various service providers: Service Providers

Number of Companies

72

Percentage (%)

HP-Compaq IBM HCL DELL WIPRO

14 14 08 07 07

28 28 16 14 14

Analysis: It can be seen from the table that HP-Compaq and IBM enjoy the same amount of trust among the various companies, with 28%. This is followed by HCL, DELL and WIPRO with 16%, 14% and 14% respectively.

Interpretation: It can be interpreted that being global brands HP-Compaq and IBM have proved themselves in the global market and hence enjoy the trust of the consumers. HCL Comnet to prove itself in the market-place thereby earning a place in the consumersâ&#x20AC;&#x2122; mind.

Graph showing the Trust of the companies on the various service providers:

73

Trust on the various Service Providers

14%

14%

HP-Compaq IBM HCL

16%

28%

DELL WIPRO

28%

Table-13 Table showing willingness of companies to consider various service providers: Service Providers HP-Compaq

Number of Companies 14

74

Percentage (%) 28

IBM HCL DELL WIPRO

14 10 06 06

28 20 12 12

Analysis: It can be seen from the table that HP-Compaq and IBM are in the lead with 28% each.

They are followed by HCL with 20%, DELL with 12% and WIPRO also with 12%.

Interpretation: It can be interpreted that HP-Compaq and IBM are enjoying the first mover advantage into the market by creating a place in the consumersâ&#x20AC;&#x2122; mind. HCL Comnet has to position itself in such a way that it too can create a place in the consumersâ&#x20AC;&#x2122; mind, be it security, quality of service or access to expertise.

Graph showing willingness of companies to consider various service providers:

75

Willingness of Companies to consider Various Service Providers

HP-Compaq

12%

12%

IBM HCL

20% 28%

DELL WIPRO

28%

Summary of Findings A summary of the details that were extracted from the study conducted of the 50 companies have been briefly provided below:

76

 Most of the companies employ the maximum number of Level 1 IT professionals who are the least expensive. It can be inferred that the majority of the work is fairly routine in nature which can be handled by Level 1 IT professionals. Level 2 and Level 3 IT professionals are needed when the work is complex in nature or when an expert in a particular field is required.  It was found that the majority of the work is routine in nature, and hence it can be accomplished in 1 shift per day. Where the work is complex or where the system has to be monitored continuously 2 to 3 shifts per day was usually required.  Being global brands players like IBM, DELL and Sun Microsystems (SUN) have carved a place in the Indian IT market. Their latest product and service offerings have helped them to stay ahead of the competition.  The study revealed that Windows based operating systems are the most popular.

One of the reasons for this popularity is its user-friendly nature. Linux, though relatively new as compared to Windows based system is gaining in popularity.  It was found that Oracle and Sybase are more compatible with the companies’ IT Infrastructure. This was the reason why such a high percentage of the companies depend upon them.  Being global players with latest product offerings HP-Compaq and IBM enjoy a huge chunk of the market share. HCL being a close third is slowly closing the gap and trying to capture the market.  It was found that most of the companies prefer to use customized software, i.e., software specifically designed to match their need.

77

 It was revealed that the primary concern of most of the companies now-a-days is the security of their data. Quality of service which was ranked second also plays a major influencing role.  It was found that HP-Compaq and IBM have created a belief in the minds of the consumers of their relevance to them. Being global brands and having proved themselves in the global market they inculcate more trust.

SWOT Analysis The overall evaluation of a company’s strengths, weaknesses, opportunities, and threats is called SWOT analysis. It is one thing to discern attractive opportunities and another to have the competencies to succeed in these opportunities. Each business needs to evaluate its internal strengths and weaknesses periodically. Management – or an outside consultant

78

– reviews marketing, financial, manufacturing, and organizational competencies and rates each factor as a major strength, minor strength, neutral factor, minor weakness, or major weakness.

Opportunities can be classified according to their attractiveness and their success probability. The company’s success probability depends on whether its business strengths not only match the key success requirements for operating in the target market but also exceed those of its competitors. Mere competence does not constitute a competitive advantage. The best-performing company will be the one that can generate customer value and sustain it over time.

Threats should be classified according to seriousness and probability of occurrence. To deal with these threats, the company needs to prepare contingency plans that spell out changes the company can make before or during the threat.

SWOT Analysis of HCL Comnet Strengths  HCL Comnet has excellent brand awareness and a relatively high quality image.  HCL Comnet has an excellent service network, and customers know they will get quick repair service.

79

 Amongst the Indian Service Providers, HCL Comnet is in the top three.  HCL Comnets’ infrastructure and quality standards are comparable to the best in the industry.  The best and the brightest IT professionals are employed by HCL Comet, thereby providing sound expertise.  Being an Indian brand it can provide services at a relatively cheaper and affordable price than the global brands.

Weaknesses  Being an Indian brand, it lacks the global expertise possessed by various global brands.  Being a relatively new entrant in the IT industry as compared to other global brands it lacks the experience possessed by the global brands. 

Though HCL Comnet had the best and the brightest IT professionals, it cannot match the knowledge pool available to the global brands.

 It has a relatively smaller budget than the global brands.

Opportunities  Customer interest in cost cutting remains very high and HCL Comnet being cheaper than the global brands can provide services to Indian as well as global customers at affordable prices.

80

 Customers are growing more familiar with offshore projects and the experiences thus far have generally been positive and hence new regions are emerging which could be targeted by HCL Comnet.

Threats  HCL Comnet has selective global presence. Understanding the needs of clients requires a presence in the market in which the client operates, and regular communication between the company and the client. Foreign companies are not clear as to how the dual shore model will function, given the need for tight communication and coordination.  Large customers prefer service providers with size, i.e., most leading service provider get automatically short-listed in major project undertakings. At the same time, a smaller service provider may not even be considered even though it may have better expertise in that area.  With a number of MNC’s setting up their captive units in India, with their latest product and service offerings, it has become more competitive to attract and satisfy customers’ needs.

Summary of Suggestions Based upon the above analysis, interpretations and findings of the primary data collected from the 50 companies, the following suggestions were made:

81

 Most of the companies employ a majority of Level 1 IT Professionals with minimal of Level 2 and Level 3 IT professionals. HCL Comnet could provide these companies with Level 2 and Level 3 IT professional as and when needed, thereby reducing the expenditure of these companies on the remunerations made to these professionals.  Companies working 2 to 3 shifts per day require constant monitoring of their IT systems. As HCL Comnet is focusing on providing Remote IT Infrastructure Management Systems, they could target these companies, thereby reducing working shifts per day in these companies.  Most of the companies are using Windows based operating systems on their servers as well as on their workstations/desktops. Therefore, in order to provide IT services to these companies the software package should be compatible with the Windows operating system.  Most of the companies are using customized software for their operations.

Therefore, in order to provide services to these companies HCL Comnet should focus on customizing their services so that it matches with the company’s wants and needs.  It was found that the primary concern of most of the companies now-a-days is the security of their data. Quality of service which was ranked second also plays a major influencing role. Keeping these factors in mind HCL Comnet should focus more on security features and quality of service, both in the sale phase and after sale phase. Also, they should not neglect the expertise they possess while providing these services.

82

ď&#x192;&#x2DC;

Global players like HP-Compaq and IBM have created a belief in the minds of the consumers of their relevance to them and their work. HCL Comnet has to find ways to break through this belief and create a place for themselves in the consumersâ&#x20AC;&#x2122; mind. They should design advertising campaigns to create awareness among the consumers and change their mindset.

ď&#x192;&#x2DC; Lastly, but not the least HCL Comnet should position their product and service offerings keeping in mind the security features and quality of service.

Conclusion Over the last few years, the worldwide sourcing software and IT enabled services industry has undergone rapid transformation. Continuing pressure on cost bases at a time of growing competitiveness is driving companies to look at offshore outsourcing as a

83

strategic alternative. Access to global talent, economies of scale, process engineering and enhancements, wage arbitrage, increased profit margins and improvements in quality are some of the gains that companies have realized.

India has become one of the most preferred destinations for sourcing software and IT enabled services (ITES), achieving an export value of nearly US$9.5 billion. India in comparison to other low cost locations ranks high in several critical parameters including, level of government support, quality of the labour pool, English language skills, cost advantages, project management skills and over-all quality control. Indiaâ&#x20AC;&#x2122;s strength has been enhanced by the industryâ&#x20AC;&#x2122;s strong focus on quality software and processes. Indian companies are known for their quality services and have received SEI-CMM level 5 and ISO-level certifications. Additionally, a favourable time zone difference with North America and Europe helps organizations achieve 24x7 internal operations and customer service.

The Indian ITES-BPO industry has passed through three distinct phases. The first wave saw the establishment of MNCâ&#x20AC;&#x2122;s such as GE and American Express setting up large captive centers. The second phase witnessed the emergence of a number of VC backed third party vendors. In the third and current phase, a number of established software service companies ventured into this arena. This has primarily been driven by factors such as cross selling opportunities by leveraging existing customer relationships, critical mass and strong balance sheets, end-to-end service offerings etc.

In the last few years, the number of captive units has grown to almost double the number of third-party service providers. One of the main reasons for this is that clients are more comfortable working with a captive unit, where they can retain management control,

84

rather than outsource to another firm. Moreover, as de-risking businesses has become an important consideration, more companies are choosing to setup captive centers in multiple regions rather than growing in one or two locations.

With the Indian IT services market opening up to the global market, Indian companies are facing stiff competition both from home as well as abroad based companies. In this highly competitive software and IT enabled services market it is a very challenging task to correctly position the various service offerings. Success for a service provider would lie in not only capturing the mindset of the consumersâ&#x20AC;&#x2122; but also by providing secure and quality service.

85

QUESTIONNAIRE Name of the Company: Phone No.

:

Line of Business

:

1.

Which Level employees in IT department: Level 1

2.

4.

3

IBM

DELL

HCL

SUN

WIPRO

HP-Compaq

Which are the operating system the servers are based on?

Linux

Solaris

Which are the DBMS used by various company?

Oracle

6.

2

Which are the various Servers used by the companies

Windows

5.

Level 3

How many shifts do IT professionals work in the company?

1

3.

Level 2

SQL

Sybase

Which Office PC do the company prefer?

HP-Compaq

HCL

IBM

WIPRO

DELL

Assembled

86

7.

On which Workstation/Desktop do the Operating Systems works?

Windows

8.

Linux

Others

Whether the company uses Packaged or Customized Software?

Packaged

9.

Customized

Rating matrix of the influencing factors: Rating

1

2

3

4

5

6

7

Factors Cost Expertise Security Headcount Service 10.

11.

12.

What are the critical influencing factors?

Cost

Access to Expertise

Headcount

Quality of Service

Security

How much relevant are the service providers to the company?

HP-Compaq

IBM

HCL

DELL

WIPRO

How much trust is bestowed on various service providers by the company?

HP-Compaq

IBM

HCL

DELL

WIPRO

87

13.

Are you willing to consider various service providers from the following?

HP-Compaq

IBM

HCL

DELL

WIPRO

88