How has the traditional facilities management model evolved and how has it affected the nature of customer services?
The transition from the earlier model of facilities management, where vendors were taking on the entire manpower themselves, to the current model of asset stripping, where device-based resources are outsourced, has changed life for an increasing number of enterprises. IT is now looked on as an operational expenditure and not as capital expenditure in the balance sheet by most corporates. What are the trends emerging on the customer services front for Indian IT service providers? There is a gradual shift towards full-scope or strategic outsourcing from selective out-tasking. Strategic outsourcing, as the name suggests, was a strategic decision taken by the company after considering different aspects like finance, HR, and fixed period business strategy along with IT strategy and deliverables. Strategic outsourcing constituted a partnership between organizations and was significant compared to facilities management or out-tasking which tended to be basic in nature and expectations. Also,
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