The current model of GS100 is based on market performance and leadership, breadth of services, spread of global delivery capabilities, and customer leadership. Next year, we would extend the model to measure how service providers move towards leveraging platforms and solutions to deliver the next wave of business value. Congratulations to all the GS100 companies!

1. www.globalservicesmedia.com
Annual
Issue
2012
Annual Global Outsourcing Industry Analysis
2012
Global
Services
Compendium
GS100 Survey þ
GS100 List þ
GS100 Categories þ
ITO Segments þ
BPO Segmentsþ

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

4. Contents
46 27
Segment Analysis
n Application Development &
Maintenance: On The Road To
Recovery/ 27
n OPD: Market is Expected to Reach
$19B/ 38 38
n Infrastructure Management
Services: Cloud Comes With a
Promise/ 46
n ITO: Status Quo Sustained/ 56
66
n Contact Centers: Growth Momentum
Continues Amidst Turbulence/ 66
n FAO: All Signs Suggest Maturity/ 75 75
n ISBPO: Being Explored 56
Aggressively/ 86
n PO: The Expanding Scope of PO
94
Contracts/ 94
n HRO: From Cost Savings to Strategic 86
Advantages/ 100
106
n Analytics Outsourcing: Inside The
World of Numbers/ 106 100
| September 2012 GlobalServices

5. 6
Survey
Analysis
The 2012 Global
Services 100:
Defining
Leadership in
Global IT and
Business
Advertisers Lists
Ø Hildebrando 3
Ø Quatrro 7
GS100 Lists Ø Endava 13
Ø The GS100 List/ 13
Ø Belatrix 17
Ø The GS100 Category Lists/ 19
Ø Hexaware 21
Editorial Team Gulnar Oberoi
Ed Nair gulnaro@cybermedia.co.in Ø IBA 29
Editor, ed@cybermedia.co.in
Smriti Sharma Design Team Ø Prokarma 31
smritis@cybermedia.co.in Bhagbat Pattnayak
Smita Vasudevan Harnek Singh Ø Cybage 36
smitav@cybermedia.co.in Pramod S Rawat
Sourabh Chandra Pushp Ø Harbinger 41
Sourabhc@cybermedia.co.in Cover: Pramod S Rawat
Ø Great Idea 44
Pradeep Gupta
Sales Marketing Ø Mexico IT 49
Chairman MD
Satish Gupta
Hoshie Ghaswalla
AVP, satishg@cybermedia. Ø EPAM 53
CEO, Media Business
co.in
Ibrahim Ahmad
Gary Bindra
Group Editor
Ø Luxoft 59
gurdeep@cybermedia.co.in
GlobalServices September 2012 |

6. SpecialReport Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis
Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis
Survey analysis Survey analysis Survey analysis Survey analysis
Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis
Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis
Survey analysis Survey analysis Survey analysis Survey analysis Survey
Survey
analysis Survey analysis Survey analysis Survey analysis Survey analysis
Survey analysis
analysis
Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis
Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis
Survey analysis Survey analysis Survey analysis Survey analysis
Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis
Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis
Survey analysis Survey analysis Survey analysis Survey analysis Survey
analysis Survey analysis Survey analysis Survey analysis Survey analysis
Survey analysis
Survey analysis Survey analysis
Survey analysis Survey analysis Survey analysis
Survey analysis Survey analysis
Survey analysis
Survey analysis
Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis
Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis
Survey analysis Survey analysis Survey analysis Survey analysis
Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis
Survey analysis Survey analysis Survey analysis Survey analysis Survey analysis
Survey analysis Survey analysis Survey analysis Survey analysis Survey
analysis Survey analysis Survey analysis Survey analysis Survey analysis
Survey analysis
| August 2012 GlobalServices

7. Advertorial
Quatrro Global Services–
Spearheading BPO Industry to
“Beyond the Existing”
Quatrro has realized the benefits of first mover
by offering state-of-the-art platform based solu-
tions to its clients. It’s businesses are remarkably
different compared to most of the other players
in the industry whose focus continues to be on
headcount, utilizing client owned technology for
process delivery and cost reduction while Quatrro’s
value proposition is primarily centered on utilizing
Quatrro owned / customized technology, platform
based services and revenue enhancement. Quatrro
leads its peers by at least 3-5 years in servicing the
mid market through right shore delivery.
Stressing that SMB needs are remarkably dif-
ferent from large enterprises, Raman says, “Mid
market clients are value conscious and actively seek
a lower total cost of ownership. Focusing on cost
and transformation led value proposition alone
will not help the service providers fulfill the mid
market needs. The focus needs to be on enhancing
the business value for SMB clients”.
Q
Illustrated below are various drivers that em-
uatrro is recognized as one of the power Quatrro deliver significant value to its mid
leading Business Process Outsourc- market clients:
ing companies, focused on offering Commenting on Quatrro’s current success, Raman
platform based services to Small and adds,” The adoption of our services by over 11,000
Medium Businesses (SMBs) globally. The company SMB / SOHOs and leading multi- national companies
which is spearheaded by the Guru of Indian BPO for their franchise operations is a colossal endorse-
industry, Raman Roy, has taken rapid strides over ment of our business strategy. This has been further
the years and has lent true meaning to its tagline endorsed through the alliances that we forged with
“Beyond the Existing”. It currently has over 130 various technology players in taking their services to
enterprise clients, 11000+ SMB SOHO custom- the mid-market, otherwise found unviable by them.”
ers and 500,000+ individual customers in multiple Summing up, Raman says that Quatrro has
geographies with diverse services covering Risk architected the birth of yet another industry in
Management, Financial Processing, Technical Solu- the services space – the industry of platform based
tions, Mortgage Processing, Interactive Entertain- business services that have no geographic barriers
ment and Knowledge Services. or limitations.

8. cover story
The 2012 GS100:
Defining
Leadership This is neither
in Global IT
a study of 100
companies nor
a survey aimed
and Business
at choosing
hundred best
companies
Process
based on
financial
performance.
Hundred best
Outsourcing companies
they are;
chosen
through a
rigorous
methodology...
| September 2012 GlobalServices

9. survey analysis
T
his is neither a study of 100 companies nor IT Outsourcing Segments
a survey aimed at choosing hundred best Total- $21.2B
companies based on financial perform- SO Others
4% 5%
ance. Hundred best companies they are; Testing
5%
chosen through a rigorous methodology that eval- OPD
7%
uates each company across multiple dimensions, ADM
38%
measured both quantitatively and qualitatively.
ES
The study presents a complete view of the dynam- 8%
ics of the most significant segments that make up
the IT and business process outsourcing industry.
IMS
This is not a list of the 100 largest outsourcing 14%
vendors. This list reflects the diversity and overall EA
19%
landscape of the service provider community in
terms of company sizes, countries of origin and
BPO Segments
countries of delivery.
Total- $11B
FAO
The GS100 Methodology 8%
HRO
I/S
Companies who opted to participate in the sur- 20% 5%
vey were asked to share exhaustive information
through an online survey done during 05/12 and
KPO
06/12. The top 100 list and the names in the catego- 9%
CC
ries are derived using a scientific research method- 53%
PO
ology based on several qualitative parameters. 4%
CONTRACT SIZES
Customer Base- ITO BPO
IT Outsourcing
(# Customers, 130 Cos.) Upto $5M 15444 2586
$5M to $19M 357 165
New Customers-2011
Existing Active Customers
$20M to $34M 177 54
$35M to $50M 55 28
Others 987 342
IT Strategy $51 M to $99 M 23 27
and 809 420
Consulting
Total IT O/S
$100M to $299 M 14 3
1775 583
IM
$300M to $499 M 4 3
2876 285
OPD
$500M to $749 M 4 7
1586 697
ES $750M to $ 1B 3 8
885 551
EA $ 1 B to $ 2 B 1 2
4021 967
ADM 1474
More than $ 2 B 0
5977
0 1000 2000 3000 4000 5000 6000 7000 8000 (# of contracts, 130 companies)
GlobalServices September 2012 |

10. cover story survey analysis
Revenue by Geographies Customer Base- BPO
($65B, 130 cos.) (# Customers, 130 Cos.)
North America New Customers-2011
South America Existing Active Customers
Europe
Africa ME
Asia
Japan Industry-specific 960 328
Australia
Australia
Japan KPO 3809 780
5%
2%
Asia
14%
Procurement 222 60
Africa
North
ME CC 3145 610
America
3%
47%
HRO 396 34
Europe 733 96
FAO
24%
South
0 1000 2000 3000 4000 5000
America
6%
Verticals
Row 4
Telecom 11.11
Retail Consumer Products 12.93
Media Information Services 8.40
Manufacturing 10.45
% Rev. 2011
Life Sciences 9.11
Insurance 7.24
High Tech 11.26
Healthcare 8.27
Government 5.86
Energy, Resources Utilities 6.48
Banking Financial Services 15.84
0.00 2.00 4.00 6.00 8.00 10.00 12.00 14.00 16.00 18.00
10 | September 2012 GlobalServices

11. coming soon...
To know more write to arvindr@cybermedia.co.in

12. GS100
GS100 list GS100 list GS100 list GS100 list GS100 list
GS100 list GS100 list GS100 list GS100 list GS100 list
GS100 list GS100 list GS100 list GS100 list
GS100 list GS100 list
GS100 list GS100 list GS100 list GS100 list
GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list
GS100 list GS100 list GS100 list GS100 list
GS100 list GS100 list GS100 list GS100 list
GS100 list GS100 list
GS100 list GS100 list GS100 list GS100 list GS100 list
GS100 list GS100 list GS100 list GS100 list GS100 list
GS100 list GS100 list GS100 list GS100 list
GS100 list GS100 list
GS100 list GS100 list GS100 list GS100 list
GS100 list GS100 list GS100 list GS100 list GS100 list GS100 list

13. Quality.
Productivity.
innovation.
Endava
PErhaPs it’s timE to think again
about whErE you outsourcE
Endava is a leading IT services organisation,
with offices in London, New York, and
Glasgow, and delivery centres in Romania
and Moldova. Utilising our distributed
agile delivery model we are able to deliver
significant improvements to quality and
productivity enabling our clients to deliver
better results from their budgets
— ApplicAtion Development
— testing
— ApplicAtion mAnAgement
— DigitAl meDiA
— infrAstructure Hosting
AnD support
london nEw york glasgow romania moldova endava.com
2012 Finalist

14. 2012 GS100 List
2012 GLOBAL SERVICES
100 COMPANIES
Sl. No. Company Name
1 Achievo Corporation
2 Aditya Birla Minacs Worldwide Limited
3 Aegis Limited
4 Affinity Express
5 AJUBA iNTERNATIONAL LLC
6 Altisource Portfolio Solutions S.A
7 Aspire Systems (India) Pvt. Ltd.
8 Auriga Inc.
9 Beyondsoft Corporation
10 BLEUM INC.
11 Blue Star Infotech Limited
12 Capgemini
13 Chinasoft International Ltd.
14 CiT
15 Ciklum
16 City Park Technologies
17 Collabera Inc
18 CompuCom Systems Inc.
19 Convergys Corporation
20 Corbus, LLC
21 CSC
22 Cybage Software Private Limited
14 | September 2012 GlobalServices

15. 2012 GS100 List
Sl. No. Company Name
23 DataArt
24 Datamatics Global Services Limited
25 Dextrys
26 eClerx Services Ltd.
27 Endava UK Limited
28 EPAM Systems Inc.
29 Exigen Services
30 EXL Service Holding Inc.
31 Expert Global Solutions
32 First Line Software
33 Firstsource Solutions Ltd
34 FPT Software Co. Ltd.
35 Freeborders, Inc.
36 Genpact Limited
37 GlobalLogic
38 Globant
39 Harbinger Systems Private Limited
40 HCL Technologies Ltd.
41 Hexaware Technologies Limited
42 Hildebrando
43 Hinduja Global Solutions Limited
44 IBA Group
45 iGATE Corporation
46 Indecomm Global Services (I) Pvt Ltd
47 Infosys Ltd.
48 Infotech Enterprises
GlobalServices September 2012 | 15

16. 2012 GS100 List
Sl. No. Company Name
49 Innominds Software Pvt. Ltd.
50 Insigma Technology Co., LTD
51 InterGlobe Technologies
52 Intetics Co.
53 iSoftStone Information Technology (Group) Co., Ltd
54 ITC Infotech
55 Itransition Software Development Company
56 KPIT Cummins Infosystems Ltd.
57 Lionbridge
58 Lohika Systems, Inc
59 Luxoft
60 MAVERIC SYSTEMS LIMITED
61 MERA
62 Microland
63 Mindteck (India) Ltd.
64 MindTree Limited
65 Mistral Solutions Pvt. Ltd.
66 Nagarro, Inc.
67 Neilsoft Limited
68 Neoris
69 Neusoft Corporation
70 NIIT Technologies
71 NorthgateArinso
72 Omnitech InfoSolutions Ltd.
73 Persistent Systems Limited
74 ProKarma, Inc
16 | September 2012 GlobalServices

18. 2012 GS100 List
Sl. No. Company Name
75 Quatrro Global Services Pvt. Ltd.
76 RCG Global Services
77 Reksoft
78 SaM Solutions
79 Scicom (MSC) Berhad
80 Serco Global Services
81 Sitel Operating Corporation
82 SoftServe, Inc.
83 Sonata Software Limited
84 SPi Global
85 Stream Global Services
86 Sutherland Global Services, Inc.
87 Symphony BPO Solutions Sdn Bhd
88 Symphony Teleca Corp
89 Synapsis SpA
90 Syntel Inc.
91 Talentica Software (India) Pvt Ltd
92 Unisys Corporation
93 VADS Business Process Sdn Bhd
94 ValueLabs
95 VanceInfo Technologies
96 Virtusa Corporation
97 WNS Global Services PVT. Ltd
98 Xceed
99 Xchanging Plc
100 Zensar
18 | September 2012 GlobalServices

19. 2012 GS100 category Lists
2012 GLOBAL SERVICES 100
CATEGORY LISTs
Top Global ITO Leaders EPAM Systems Inc.
Capgemini Genpact Limited
CompuCom Systems Inc. Infotech Enterprises
CSC ITC Infotech
HCL Technologies Ltd. MindTree Limited
Infosys Ltd. Neoris
Unisys Neusoft
Top Global ADM Leaders VanceInfo Technologies
Capgemini Zensar
CSC
Emerging Mid-Tier Global ADM
Leaders
HCL Technologies Ltd.
iGATE Corporation BLEUM INC.
Infosys Ltd. CiT
Insigma Technology Co., LTD FPT Software Co. Ltd.
Syntel Inc. IBA Group
Top Mid-tier ADM Companies InterGlobe Technologies
Chinasoft International Ltd. KPIT Cummins Infosystems Ltd.
Collabera Inc MERA
GlobalServices September 2012 | 19

20. 2012 GS100 category Lists
NIIT Technologies Leading Mid-tier Infrastructure
Management Vendors
ProKarma, Inc
Aegis Limited
SoftServe, Inc.
Chinasoft International Ltd.
Sonata Software Limited
Collabera Inc
Specialty ADM Vendors
Genpact Limited
Achievo Corporation
Insigma Technology Co., LTD
Cybage Software Private Limited
MindTree Limited
DataArt
NIIT Technologies
Endava UK Limited
Sonata Software Limited
Exigen Services
Leading Global OPD Vendors
Freeborders, Inc.
EPAM Systems Inc.
Nagarro, Inc.
GlobalLogic
Persistent Systems Limited
HCL Technologies
Reksoft
Infosys
ValueLabs
Infotech Enterprises
Top Global Infrastructure Management
Vendors Lionbridge
Capgemini Persistent Systems Limited
CompuCom Systems Inc. Symphony Teleca Corp
CSC VanceInfo Technologies
HCL Technologies Ltd. Leading Mid-tier OPD Vendors
Infosys Ltd. Beyondsoft Corporation
Microland Limited Cybage Software Private Limited
20 | September 2012 GlobalServices

21. PARTNER WITH A TEAM
OF EXPERTS
Global IT Services and Consultancy Provider
with the expertise and resources to meet and
exceed your expectations every time
Verticals Horizontals Certifications
Banking, Financial Services Enterprise Services (SAP, PeopleSoft, Oracle, Microsoft) CMMI Level 5
Travel and Transportation Quality Assurance and Testing Services (QATS) ISO 9001
Insurance and Healthcare Infrastructure Management Service (IMS) ISO 27001
Manufacturing Business Intelligence Analytics SAS 70 Type II
Energy and Utilities Business Process Outsourcing PCI DSS
Human Resource Information Technology / HR Outsourcing
Enterprise Risk Management
www.hexaware.com

22. 2012 GS100 category Lists
Globant Leading Engineering Services Vendors
Hildebrando Collabera Inc
iGATE Corporation HCL Technologies Ltd.
Luxoft Infosys Ltd.
MindTree Limited Infotech Enterprises
Leaders- Global Enterprise Insigma Technology Co., LTD
Applications Deployment
iSoftStone Information Technology (Group)
Capgemini Co., Ltd
CSC KPIT Cummins Infosystems Ltd.
HCL Technologies Ltd. Neilsoft Limited
Infosys Ltd. Global Leaders- Testing Services
KPIT Cummins Infosystems Ltd. Capgemini
Leaders- Mid-market Enterprise CSC
Applications Deployment
iGATE Corporation
EPAM Systems Inc.
Infosys Ltd.
Genpact Limited
Mid-Tier Leaders- Testing Services
Hexaware Technologies Limited
Beyondsoft Corporation
iGATE Corporation
Collabera Inc
Insigma Technology Co., LTD
EPAM Systems Inc.
iSoftStone Information Technology (Group)
Co., Ltd Hexaware Technologies Limited
Neoris Hildebrando S.A
Sonata Software Limited Luxoft
VanceInfo Technologies MindTree Limited
22 | September 2012 GlobalServices

23. 2012 GS100 category Lists
Neoris InterGlobe Technologies
Top Global BPO Leaders Scicom (MSC) Berhad
Aegis Limited Symphony BPO Solutions Sdn Bhd
Convergys Corporation Xceed
Expert Global Solutions Zensar Technologies
Genpact Limited Leading Mid-tier BPO Providers
Sitel Operating Corporation
Altisource Portfolio Solutions S.A
Stream Global Services
eClerx Services Ltd.
Xchanging Plc
EXL Service Holding Inc.
Global BPO Challengers
HCL Technologies Ltd.
Aditya Birla Minacs Worldwide Limited
Hinduja Global Solutions Limited
Firstsource Solutions Ltd
Quatrro Global Services Pvt. Ltd.
Infosys Ltd.
Serco Global Services
NorthgateArinso
SPi Global
Sutherland Global Services, Inc.
Syntel Inc.
VADS Business Process Sdn Bhd
Global Customer Management
WNS Global Services PVT. Ltd Leaders
Global BPO Niche Leaders Aditya Birla Minacs Worldwide Limited
Corbus, LLC Aegis Limited
Datamatics Global Services Limited Capgemini
Hexaware Technologies Limited Convergys Corporation
Indecomm Global Services (I) Pvt Ltd
GlobalServices September 2012 | 23

24. 2012 GS100 category Lists
Expert Global Solutions Leading Mid-tier FAO Vendors
Firstsource Solutions Ltd Datamatics Global Services Limited
Genpact Limited HCL Technologies Ltd.
Hinduja Global Solutions Limited Insigma Technology Co., LTD
Sitel Operating Corporation Quatrro Global Services Pvt. Ltd.
VADS Business Process Sdn Bhd Sutherland Global Services, Inc.
Mid-tier Customer Management Global Leaders- Industry-specific BPO
Vendors
Altisource Portfolio Solutions S.A
Altisource Portfolio Solutions S.A
Genpact Limited
CompuCom Systems Inc.
Infosys Ltd.
HCL Technologies Ltd.
Stream Global Services
Infosys Ltd.
Sutherland Global Services, Inc.
Scicom (MSC) Berhad
Unisys
SPi Global
Sutherland Global Services, Inc. Industry-specific BPO Niche Leaders
Xceed Aditya Birla Minacs Worldwide Limited
Global FAO Vendors Aegis Limited
Capgemini Ajuba International
EXL Service Datamatics Global Services Limited
Genpact Limited HCL Technologies Ltd.
Infosys Ltd. Hexaware Technologies Limited
WNS Global Services Hinduja Global Solutions Limited
Xchanging Indecomm Global Services (I) Pvt Ltd
24 | September 2012 GlobalServices

25. 2012 GS100 category Lists
InterGlobe Technologies Capgemini
Mindteck (India) Ltd. eClerx Services Ltd.
Neusoft Corporation Genpact Limited
Quatrro Global Services Pvt. Ltd. SPi Global
SPi Global Syntel Inc.
Global Procurement Management Leaders- Specialty KPO
Leaders
Aegis Limited
Capgemini Affinity Express
Corbus, LLC Chinasoft International Ltd.
Genpact Limited CompuCom Systems Inc.
HCL Technologies Ltd. Corbus, LLC
Infosys Ltd. Datamatics Global Services Limited
WNS Global Services HCL Technologies Ltd.
Xchanging Infosys Ltd.
Global HRO Vendors Insigma Technology Co., LTD
Capgemini InterGlobe Technologies
NorthgateArinso Quatrro Global Services Pvt. Ltd.
Global Knowledge Process Leaders Sutherland Global Services, Inc.
Aditya Birla Minacs Worldwide Limited VanceInfo Technologies
GlobalServices September 2012 | 25

26. SpecialReport
Segment analysis Segment analysis Segment analysis Segment analysis
Segment analysis Segment analysis Segment analysis Segment analysis
Segment analysis Segment analysis Segment analysis Segment
Segment analysis Segment analysis
Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis
Segment analysis Segment analysis Segment analysis Segment analysis
Segment analysis Segment analysis
Segment
analysis
Segment analysis Segment analysis Segment analysis Segment analysis
Segment analysis Segment analysis Segment analysis Segment analysis
Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis
Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis
Segment analysis
Segment analysis Segment analysis Segment
Segment analysis Segment analysis Segment analysis
Segment analysis Segment analysis
analysis Segment analysis
Segment analysis Segment analysis Segment analysis Segment analysis
Segment analysis Segment analysis Segment analysis Segment analysis
Segment analysis Segment analysis Segment analysis Segment
Segment analysis Segment analysis
Segment analysis Segment analysis Segment analysis Segment analysis Segment analysis
Segment analysis Segment analysis Segment analysis Segment analysis
Segment analysis Segment analysis
| August 2012 GlobalServices

27. Segment Analysis ADM
Application
Development Software
development
Maintenance : activities in the
Application
On the Road
Development
Maintenance
(ADM)
To Recovery
Outsourcing
space may get
postponed in
the current
By Sourabh Chandra Pushp downturn, but
it will return
with a throttle
effect when
the economy
recovers
GlobalServices September 2012 | 27

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

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

32. Segment Analysis
Cloud When everyone
is speaking
computing about reducing
conversations costs especially
are slowly overhead in
particular,
morphing the application’s
ADM market in quality cannot be
compromised, and
terms of cloud this realization
computing has led to a
lot of focus
application on application
platforms maintenance as a
discipline over the
last few years.
more cost-effective and as a way to counter the ef-
Ashok Saxena
fects of economic recession. SaaS and cloud-based Head, India Engineering
services are helping established ADM vendors to Centre, Kronos
expand their overall revenue growth.
On the account of enhanced SaaS and cloud ap-
plication use, enterprise ADM market continues to market is experiencing an ongoing boom in soft-
evolve. As tighter capital budgets demand accurate ware development for cloud computing that takes
leaner alternatives the ADM growth graph varies advantage of benefits but also issues that will open
within geographies. up opportunity for new software development ver-
ticals. Industry experts believe, the impact of cloud
Cloud and Android Based service on the ADM market will change the selling
Application Development and licensing of IT-applications, the way applica-
Cloud computing conversations are slowly mor- tion data are handled will undergo a major shift
phing the ADM market in terms of cloud comput- which will induce the data driven applications into
ing application platforms. Much of its expectation, the mainstream market.
cloud-based ADM are becoming an IT norm and However, for software development the un-
less of an exception. In the cloud world, software derlying challenges of Cloud will come into sharp
development has become more complex in terms focus as Cloud’s increasing benefits and risks will
of security, reliability, usability and performance prompt the ADM providers to come to grips with
and will keep the software development industry it.
busy. Besides, Cloud Android is also accelerating the
Ashok Saxena, Head, India Engineering Cen- ADM landscape. The unprecedented growth of An-
tre, Kronos opines how the whole ADM space has droid devices and the demand for suitable Android
changed to serve the market forces and meeting applications are fueling a huge demand for ADM.
end user expectations. Ashok says, “Most of the Ron DuPlain, Freelance Lead Android Mobile
cloud migrations we see today are applications Web Engineer, says, “Today when everything is
for physical infrastructure and are now taking full centered around mobility, application develop-
advantage of the cloud possibilities. The ADM ment has taken vital transformation, both in terms
32 | September 2012 GlobalServices

33. ADM
of development and strategy. Application develop- estimated at a five-year compound annual growth
ment companies are focused to help subscribers rate (CAGR) of 15.4% through 2015. While the U.S.
realize the potential of rapidly evolving mobile has led other regions in adoption of maintenance
technologies.” services, in terms of both traditional and newer
cloud-based maintenance services, there is an
Application Maintenance and increase in regional interest and adoption of these
Testing services in Canada, Latin America, Western Europe,
All application products need sufficient mainte- and parts of Asia-Pacific.
nance and both–investors and developers tend to Independent maintenance and testing for appli-
heavily focus on it. cations is growing at 40 to 50 percent globally and
There has been a lot of innovation in ADM with expected growth of about 35 to 40 percent
space and several maintenance tools and processes in offshore locations. While various industry report
have evolved which enhanced the maintenance forecast various geographies to evolve as major
phase which in turn translates the overall quality ADM locations. India has grown to become the larg-
of the application. est destination for outsourcing of software mainte-
The market for discrete application mainte- nance and testing services, accounting for 32 per-
nance worldwide is expected to experience solid cent of the total global ADM outsourcing share. The
growth as cloud and mobility drive next phase of application maintenance industry for India is grow-
evolution, according to a latest report from IDC ing, export revenues and the number of employees
research. IDC estimates that global maintenance have doubled over the last four years in domestic
and testing services spending reached $9.4 B in space which is projected to cross $1.5B by 2020. It’s
2010, with projections for worldwide growth quite interesting to note that, US alone spends a
GlobalServices September 2012 | 33

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

35. ADM
Application
Development
Maintenance
Top Global ADM Leaders
Capgemini
Infosys Ltd.
HCL Technologies Ltd.
Syntel Inc.
Insigma Technology Co., Ltd
iGATE Corporation
CSC
Top Mid-tier ADM Companies
Chinasoft International Ltd.
EPAM Systems Inc.
Infotech Enterprises
MindTree Limited
Neoris
Neusoft
ITC Infotech
VanceInfo Technologies
Application Development Maintenance Application Development Maintenance
Application Development Maintenance Application Development Maintenance
Application Development Maintenance
Zensar
Application Development Maintenance Application Development Maintenance Application Development Maintenance Application Development
Maintenance Application Development Maintenance
Application Development Maintenance Application Development
Maintenance Application Development Maintenance Application
Development Maintenance
Application Development Maintenance Application Development Maintenance
Application Development Maintenance Application Development Maintenance Application Development
Collabera Inc
Genpact Limited
Maintenance Application Development Maintenance Application Development Maintenance
Application Development Maintenance Application Development Maintenance
Application Development Maintenance Application Development Maintenance
GlobalServices
Application Development Maintenance September 2012 | 35

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

38. Segment Analysis
OPD Market is
Expected to Reach
$19B By 2015, technology
analyst Forrester expects
the market for product
By Smriti Sharma development services to
approach $19B
T
he business of devel- and market influence
oping new and solu- while staying away from
tion-customized software marketing and development
is the nucleus of thriving risk, it imperative to engineer the
technology industry. Product develop- right product, manage it across the
ment plays a significant role in getting various phases of its lifecycle, manage
economic returns as well as establishing market the copious risks, deliver the product faster to the
influence. However, whilst introducing a new prod- market and retaining the capacity to innovate the
uct in the market a company is also putting itself at product. The right product strategy is the only way
marketing and development risk. to success in the business of software products.
To ensure a company wins economic returns Product mangers have repeatedly taken their
38 | September 2012 GlobalServices

39. OPD
companies through the journey of transition from There are a
traditional product development to value develop- bewildering range
ment. This process calls for a lot more innovation of technologies
and this occurs during the stage of engineering. on the market
Still the question remains why outsource? It today. The good
is outsourced, much like other services, for the news is that the
reasons of getting intellectual property in the service industry
form of principles of excellence, best practices, is becoming
methodologies, process templates, engineering more and more
roadmaps, monitoring tools, quality assurance specialized.
procedures- carefully applied across various Companies that
stages of product development, further resulting want to take
in innovation. advantage of the
Large Independent Software Vendors (ISVs) hottest initiatives
are creating innovation across various domains today can get all
such as Cloud enablement, SaaS, Product Lifestyle the assistance they
Management, etc. need.
This year the product development space is
Keith Higgins
expected to become increasingly fragmented chief marketing officer,
and specialized. Mobility, cloud computing and Symphony Services
Software as a Service (SaaS) continue to be the
drivers of this industry. Software manufacturers
are seeking advice from experts to assist them in also offer outcome-based engagement models
driving innovation to market faster and at a lower that fit each client’s needs.”
cost. Experts are roped in for specific initiatives
revolving around technology, for example, mobil- Market Scenario
ity, cloud and SaaS, their industry, business and During pre-crisis times, IT outsourcing was the most
vertical segments. frequently adopted strategy by large companies.
As software development is re-shaped by Today, ITO practice has found more support amongst
cloud, SaaS, mobility, the demand for specialized the mid-market. As for this segment, cost as well as
product development is increasing. Keith Higgins, access to skills and services is extremely essential.
chief marketing officer, Symphony Services, stated This market segment is also home to some of the
in another interview, “2012 is just the begin- most exciting and current technology developments.
ning of some of these massive movements. There Taking advantage of this opportunity some of the
are a bewildering range of technologies on the independent software vendors are expanding their
market today. The good news is that the service footprints in this space. Software companies who
industry is becoming more and more specialized. have moved to cloud computing and SaaS have wit-
Companies that want to take advantage of the nessed significantly larger opportunities.
hottest initiatives today – be they Saas, cloud The pricing models offered by vendors are
or enterprise mobility – can get all the assist- outcome based pricing, revenue share pricing
ance they need. The right software development and risk reward pricing. These pricing models
service providers will have in-depth knowledge of add to the attractiveness of partnerships. In-
all these platforms and the competency to deploy creasingly, buyers are employing risk-reward
them quickly and at a competitive price. They will partnership model, where the vendors are
GlobalServices September 2012 | 39

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

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

43. OPD
Outsourced
Product
Development
Leading Global OPD Vendors Leading Mid-tier OPD Vendors
EPAM Systems Inc. Beyondsoft Corporation
GlobalLogic Cybage Software Private Limited
HCL Technologies Globant
Infosys Hildebrando
Infotech Enterprises iGATE Corporation
Lionbridge Luxoft
Persistent Systems Limited MindTree Limited
Symphony Teleca Corp
VanceInfo Technologies
GlobalServices September 2012 | 43

44. A City of Financial
Delivery
Center
Hangzhou, China
H angzhou is located at southern wing of the Yangtze Delta region, which is the most prosperous area in Eastern China; and also the
hub of transportation for airport, rail, road and inner-river in southeast China.
As the provincial capital city of Zhejiang, Hangzhou is a city with unique charm and extraordinary potential, enjoyed a long history
and culture, unique geographical advantage, healthy natural environment, abundant science and education resources, and solid
economic foundation. It ranked No.1 in “China mainland Best commercial City Ranking” by Forbes magazine, reelected “China’s
Happiest Cities” for eight consecutive years, China’s top ten Creative City, China’s top ten Dynamic City and top ten low carbon Cities,
the highest honor of the model city of Chinese people’s livelihood and achievements.
The city will take scientific development as the main theme and focus on adjusting the economic structures. Efforts will be put in
to enrich people and increase the city’s competitiveness and social harmony. The urban-rural integration and internationalization
strategy being the major means, the city will prioritize the well-being of citizens, emphasize the environmental protection, strengthen its
innovative power, support its real economies, boost its cultural industries and uphold its open-up policy.
The urban-rural integration and internationalization mark high-level of urbanization, which also sets path for and facilitates the
sustainable development. The two tasks must be embodied in every respect of the city’s social and economic development to
subsequently optimize the allocation of production factors, invigorate the economic development, expand the development space
and upgrade the development level, as a result of which the city’s people will share the modern civilization and happy lives.
To prioritize the well-being of citizens, the city will be dedicated to solving problems and addressing difficulties in the aim of enriching
and benefiting people.
To protect the environment, the city will aim to create the first-class ecological, living, legal, administrative and business environment
in order to improve its advantage in this aspect.
International Financial Outsourcing Center

45. To strengthen the innovative power, the city will promote the
innovation in idea, technology, system, culture and service so as
to improve its creativity and development power.
To support its real economies, the city will view real economies
as the cornerstone, and continuously improve the core
competitiveness through industrial structure upgrading.
To boost the cultural industries, the city will continue to explore
its cultures and traditions in order to carry along and broaden.
In addition, the city will seek to realize the cultural prosperity and
development in a major degree for the improvement of soft
power.
To uphold the open-up, the city will widen and broaden the degree
of opening up, and view open-up as the power of reform, development and innovation.
In recent years, Hangzhou has issued a series of policies to focus on the implementation of the innovation-driven strategy, accelerate
the development of innovative economy, and speed the development of Hangzhou ten major industries —— cultural and creative,
tourism and leisure, financial services, e-commerce, information software, advanced equipment manufacturing industry, the Internet
of Tings, biomedicine, energy saving, new energy; especially, vigorously promoted the priority development of service industry,
optimizing the development, and the main engine role of the services sector in the Hangzhou Economic Development was more
prominent.
By the end of 2011, there are 22 Hangzhou enterprises among the top 500 Chinese enterprises, 30 companies among the top 500
Chinese manufacturing enterprises, 37 enterprises among the top 500 Chinese service enterprises, 56 private enterprises among the
top 500 private enterprises in China; more than 20 national services industry high-tech service industry base, the National Electronic
Information Industry Base, and the Hangzhou national software industry base, etc.
Demonstration City of Chinasourcing Hangzhou

46. segment analysis
INFRASTRUCTURE
MANAGEMENT
OUTSOURCING:
CLOUD COMES
WITH A PROMISE
By Sourabh Chandra Pushp
High volatile
economic downturn
coupled with the ease
of cloud delivery is
resulting in a surge
of demand for IM
outsourcing
46 | September 2012 GlobalServices