Smart Enterprise Magazine

Volume 7, Number 1, 2013

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multinational corporate customers with a worldwide footprint. Stefanini was launched in the mid-1980s as an IT-training company; in the last six years, the company has increased its presence in North America, Europe and Asia through a combination of acquisitions and organic growth. Stefanini���s acquisitions have also brought new capabilities, including IT infrastructure outsourcing and ERP consulting services. In 2010, Stefanini acquired U.S.-based TechTeam Global and CXI Inc., not only expanding the company���s footprint in the United States, Europe and Asia, but also increasing its capabilities in service-desk support and ERP consulting. With the acquisitions, Stefanini can now offer services in more languages, and at more locations globally. The operations of Stefanini and the acquired companies complement each other well, according to Scott Kessler, Director of IT Outsourcing Solutions at Stefanini. For example, a multinational customer that might have used Stefanini for help desk services within Latin America could now offer the same services to customers in North America, Europe and Asia. Stefanini has also transformed the portfolio of services it offers in North America. In addition to IT service-desk services, the company now provides ERP consulting, mobile application development and support services, along with recruiting and staffing. Converging Communications The pull of convergence has also led global telecommunications companies to transform themselves. Verizon and other telecom giants want to provide new, additional services to enterprises, says Nik Willetts, Chief Strategy Officer for TM Forum, a nonprofit industry association of service providers (including the largest telecom companies), enterprises and other organizations. After all, he adds, communications providers are already trusted partners of large corporations, providing their expansive networks and expertise ��� the lifeblood of IT ��� as a service. Many telecom companies are now moving to provide Infrastructure as a Service (IaaS). They also seek to bundle IaaS with third-party software and services. In this way, telecom companies will serve as systems integrators of IT services. Willetts of TM Forum admits that when it comes to companies trying to sell IT, network and cloud services to corporations, there���s quite a crowd converging. But for companies that are prepared, there will be plenty of opportunities. ���We���re talking about any number of combinations [of service providers], and they will have relationships where they���ll compete in one area and partner in another,��� Willetts says. ���That���s going to be one of the most fascinating things to watch.��� In fact, the ability of service providers to partner with one another will be essential to this new world of IT services, says Bradley of CA Technologies. ���Not every partner needs to have all these different business models,��� he explains. ���Partners that specialize in one delivery model increasingly want to be linked to other partners that can complement their offerings to better support today���s hybrid IT environments.��� Enterprise customers want that, too. At a recent meeting of an advisory council from the North American partners of CA Technologies, for example, senior executives said they wanted more such partnerships to help them navigate these hybrid environments. ���One of the great myths about IT as a service,��� Bradley says, ���is that it takes away all the complexity of implementation. While large and complex on-premises implementations are certainly less frequent, there is still a need to link these alternative services, to connect to legacy applications and data sources, to configure and tune them for different customer environments, and to secure the entire supply chain.��� Which service providers will do that job in the future? Those that CIOs learn to trust. n Tam Harbert writes about technology, business and public policy from Washington, D.C. Evolution of the Service Providers Species Here���s how three providers are transforming themselves into trusted partners. SERVICE PROVIDER BEFORE AFTER PM-PArtners n roject P n Project delivery n Project definition n Business case development management staffing and training n Project management n Development of portfolio management offices (PMO) n Managed PMO services n Project and portfolio management consulting n roject and portfolio management training n Specialist contracting and P extended workforce solutions Stefanini n T training I services in Brazil n IT infrastructure outsourcing n Application lifecycle management n Data center management n Business process outsourcing n Custom software development n Systems integration n Consulting services n Global presence Tata Consultancy Services DATA: Company reports n pplications A development and maintenance n nterprise E solutions 26 n Applications development and maintenance n Enterprise solutions n Assurance services n Engineering and industrial services n Infrastructure services n Global consulting n Asset leverage solutions n Business process outsourcing

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