The Silicon Review - Best Business Review Magazine 10 Best IT Services Companies 2019 | Page 12

Revolutionizing IT services for better
T
he internet has allowed
several industries to
provide better services and
significant convenience for their
customers. Before the advent
of personal computers and the
internet, most corporations
that catered to customers
carried out their operations by
themselves, manually trudging
through vast amounts of data
and customer requests, with no
way to streamline and optimize
operations. However, the internet
boom brought with it the ability
for corporations to improve their
services and allowed them to
cater to an enormous number
of customers, both local and
international. As more and more
industries went online, there
was a rapidly growing need for
further optimizations of ongoing
operations.
This necessity churned out the
famous Global Delivery Model
(GDM) of IT Services. Simply
put, it allows corporations in
collaboration with IT consultancy
firms to get more work done
through resources and manpower
located at multiple locations.
Why GDM?
The global population has been
increasing and more people
have begun using the internet
in this decade than ever before.
This surge in connectivity has
stimulated in a burgeoning market
for IT services and companies are
racing ahead for a greater share of
the market. In order to meet this
need, service providers team up
with IT consultants that bring the
required skill sets and manpower
onboard. However, when a
business goes international, it
requires more than just qualified
staff. Instead of taking the route of
corporate expansion, companies
hire IT services to provide
access to world-class talent and
resources all across the world.
What it means is that when an
organization needs support for
its operations, IT consultants
can provide that from around
the world. It allows companies
to resume their operations at all
times and be available for their
customers 24/7. It means that
professionals working on a project
in one country can leverage
various resources that might
be located in another country.
The advantage this gives to a
company is the ability to service
a significantly higher number
of service requests and meet
ever tighter deadlines without
stretching out the budget.
If a company based in the
United States needs applies the
Global Delivery Model, it can
continue to work on its projects
by outsourcing the workload to
consultants in another time zone.
This also applies to customer
support. When workers in the
United States end their shift in
the evening, their counterparts
in an Asian country, such as India
can continue to work on the
projects where the American team
left off. Such a business model
requires a considerable amount
of coordination among the two
teams, in addition to adequate
communication. This is done
by managers and coordinators
of both the teams maintaining
sufficient synchronization
and rapport between their
departments. The team with
qualifications and resources
located at the other time zone
is the one provided by the IT
services firm.
There can be more than two teams
in as many locations or even time
zones working on various parts of
a single project in order to meet
strict deadlines. The consultants
travel to the client’s location to
know about the requirements and
decide upon the distribution of
work and establish rapport and
coordination protocols amongst
all the various teams situated at
different sites. These practices
are important from a developer’s
perspective. The other important
part of Information Technology is
customer support.
Most of the people who use
internet services or applications
are bound to run into difficulties
associated with it. This is where
customer support comes into the
picture. As the name indicates, it
is that part of IT services that help
customers with any queries they
may have with usage. Customers
often have to call a helpline to get
their problems sorted. The call
center that handles these issues
could be located anywhere on
the globe where it is suitable to