Page 60 - SAMENA Trends - August 2019

ARTICLE SAMENA TRENDS

of this change. Add to this mix, nationalist people part of the services trinity, but on the centers, reducing MTTR and improving
regimes calling out outsourcing of services technology pillar as it is single handedly capacity planning and reporting. While
as a ‘theft’ of opportunities for the native driving transformation. With extensive there are similar platforms in the
workforce. It is in this milieu that both the possibilities of new disruptive digital marketplace, these platforms do not have
large global companies and the IT service technologies, technology is becoming the same magnitude of built-in analytical,
providers have felt the need of making limitless. After all, Digital Transformation cognitive and AI based capabilities to
their operations completely digital thereby involves a radical rethinking of how an provide predictive data inputs.
reducing the dependence on manpower. enterprise uses technology to create and
So, the entire value chain gets impacted in deliver value to customers. We have all In the recently released
a never seen before fashion. seen an interesting turn of events in this
digital era of technology progression ranking of ‘100 public
In the IT services business, where next-generation technologies have companies shaping digital
the pillars of people, found way into the back office of IT, i.e., economy’ by Forbes, Tech
process and technology operations. Mahindra is the top ranked

have become hygiene Some of the leading Tier 1 Indian IT service non-US company listed at
issues today - The providers have caught on to this ‘digital’ #15 and also the only IT
transformation like fish to water that has
emphasis no longer is on transformed the way the IT services is service provider company
the process and people being run as well how the services have in the top 15 ranked
part of the services trinity, been delivered. In the recently released companies.
ranking of ‘100 public companies shaping
but on the technology pillar digital economy’ by Forbes, Tech Mahindra
as it is single handedly is the top ranked non-US company listed Another key introduction has been the
at #15 and also the only IT service provider
TACTiX automation platform that has
driving transformation. company in the top 15 ranked companies. constantly evolved in terms of its depth over
Some of the ‘digital’ led investments that the last couple of years. TACTiX employs
What makes a company truly ‘digital’? The has made Tech Mahindra a tour-de-force AI and cognitive computing to provide
key impact elements remain the same in this esteemed list of DX-companies actionable intelligence and insights from
– social, mobility, analytics, cloud and (read digital companies). application data with NL/ML capabilities
sensors (SMACS). These were the initial and advanced data analysis. This has
foundation stones of the new digital wave. So, what makes Tech Mahindra a stand resulted in a drastic upturn in operation
Automation, robotics and AI have added out “DX” IT services provider. In the slew of metrics and other KPIs leading to agile
to this mix and, lo and behold, we have a digital platforms that Tech Mahindra has operations, better resource utilization and
comprehensive kick-off of the ‘digital’. In launched over the last 3-4 years, one of increased CSAT ratings. One of the leading
soccer parlance, this would be akin to a the leading platforms has been Meridian. A European telco majors saw its operations
Ronaldo with Messi-like wizardry at his leading Europeam telecom major deployed cost reduced by upto 40% with sustained
disposal! Or combining the power of an Meridian to acquire a single pane of glass usage of the platform.
Airbus A380-800 with the agility and speed view with integrated maps of the entire IT
of an F-16 fighter jet. landscape with built in tools for analysis, As the DX-companies continue their march
correlation and visualization needed to the new frontier, we are in the midst
In the IT services business, the pillars to quickly determine the root cause of of what you may call the fifth industrial
of people, process and technology have performance issues. Similarly, a leading revolution. At Tech Mahindra, we refer to
become hygiene issues today - The aircraft manufacturer uses Meridian to this as the ‘revolution of IT intelligence’. Be
emphasis no longer is on the process and provide a converged view of multiple data ready or sit out!

60 AUGUST 2019