Infrastructure Outsourcing in the Age of Convergence: How to convert RIM services to your advantage

Remote infrastructure management

By definition, RIM (Remote Infrastructure Management) encompasses the entire gamut of support and management of IT services related to infrastructure including remote monitoring, network monitoring and management, security services, database administration, desktop and server administration.

As such, the concept is not new, this concept if there in existence since many years now. However, in this changing dynamics of the market place, it is significant to understand how to engage RIM services and derive maximum benefits while still not being compromised with the data security.

India has emerged as the global hub for Remote Infrastructure Management Services predominantly due to availability of high quality resources at lower costs associated with development of platform based delivery coupled with automation. According to reports from NASSCOM Indian RIM services market is pegged between 100-120 billion USD, with over 20 percent growth annually. Global organizations are outsourcing their IT support and management services to India to reduce their OPEX and gain from the growing maturing of Indian RIM players.

How to make a RIM contract successful?

Though it might sound like a puzzle, actually it is not. Industry has matured now and vendor can provide template or best practices for your common challenges. But, as CIO, few success pointers for you would be;

a) Keep end in mind: What ultimately you want to achieve through RIM? It is always advisable to look at a bigger picture and make your expectations clear. Vendor might need to work with your strategy team to define the business road map

b) Strategic divisions of the tasks and measure the result. It is extremely important to divide the business processes which can be done from remote and put a performance measurement system in place to measure the gradual success. Thought you wont realize the results from day one, but progressive results would help you to stay course.

c) Change Management: While vendor is trying to redefine your IT landscape, it is of significant importance that as CIO, one need to do an effective change management. Initially, vendor needs lot of handholding and typically this is the time when your decision of outsourcing will be scrutinized. An effective change management involving all the stake holders would minimize this challenge.

Benefits of Remote Infrastructure Management Outsourcing

  • Enhance productivity and efficiency of the IT infrastructure
  • Improved business-critical service availability
  • Measured service quality through well-defined SLAs
  • Skip day to day operations and focus on innovation
  • Increased flexibility and capacity for future business needs
  • Access to skilled resources to ramp-up or ramp-down based on business demands
  • Resultant increase in application availability
  • Improved business user satisfaction

In recent past, Cloud based Remote Infrastructure Management has proven to be a grand success among user organizations who benefit from the peace of mind that is derived from 24x7x365 monitoring and management of all infrastructure. Organizations benefit substantially on cost, and eliminate the headache of hiring and retaining IT support staff.

To summarize, the Remote Infrastructure Management services result in to significant improvement in the SLA and can support expanding business; however it has to be done carefully and with a vendor who has a better track record.