[2012] competitive landscape: enterprise mobility c&si services, major providers, worldwide

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Market Analysis and Statistics G00230303 Competitive Landscape: Enterprise Mobility C&SI Services, Major Providers, Worldwide Published: 8 March 2012 Analyst(s): Susan Tan Enterprise mobility consulting, application development and integration services, known collectively as consulting and system integration (C&SI) services, is a rapidly growing market that is nascent and fragmented. Mobility adoption is expected to grow rapidly in the next few years as companies embrace this new channel to untether their workforce and better connect with customers. Leading IT services providers are aggressively investing in — and evolving — their mobility practices in an effort to establish leadership. This document offers an initial look at the competitive dynamics in this market, as well as the capabilities of select leading IT services providers and how they compete. Key Findings Mobile technologies are increasingly becoming a priority to support business strategies. Gartner believes mobility strategies will remain a top-five priority for the next three years. The enterprise mobility C&SI services market is very fragmented. Large providers jostle with niche providers but may also join forces with creative agencies. Global service providers leverage strong relationships with their clients, a business value approach and deep experience, providing and integrating enterprise solutions to offer mobility strategy, consulting, app development, integration and management. Because mobility is a very fast moving and fast changing field with a proliferation of technologies, technical prowess is a key competitive advantage at this stage of the market that has allowed many India-centric providers to make good inroads into the mobility space. The key strength of these providers is their strong engineering background that they can parlay into mobile app development and testing, as well as solving very difficult mobile architectural and technical issues. Boutiques and smaller service providers help clients extend their enterprise apps out to the mobile workforce or engage their clients using mobile devices. Creative agencies focus on mobile apps that require a high degree of usability and creative design.

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Page 1: [2012] Competitive Landscape: Enterprise Mobility C&SI Services, Major Providers, Worldwide

Market Analysis and StatisticsG00230303

Competitive Landscape: Enterprise MobilityC&SI Services, Major Providers, WorldwidePublished: 8 March 2012

Analyst(s): Susan Tan

Enterprise mobility consulting, application development and integrationservices, known collectively as consulting and system integration (C&SI)services, is a rapidly growing market that is nascent and fragmented.Mobility adoption is expected to grow rapidly in the next few years ascompanies embrace this new channel to untether their workforce and betterconnect with customers. Leading IT services providers are aggressivelyinvesting in — and evolving — their mobility practices in an effort toestablish leadership. This document offers an initial look at the competitivedynamics in this market, as well as the capabilities of select leading ITservices providers and how they compete.

Key Findings■ Mobile technologies are increasingly becoming a priority to support business strategies. Gartner

believes mobility strategies will remain a top-five priority for the next three years.

■ The enterprise mobility C&SI services market is very fragmented. Large providers jostle withniche providers but may also join forces with creative agencies.

■ Global service providers leverage strong relationships with their clients, a business valueapproach and deep experience, providing and integrating enterprise solutions to offer mobilitystrategy, consulting, app development, integration and management.

■ Because mobility is a very fast moving and fast changing field with a proliferation oftechnologies, technical prowess is a key competitive advantage at this stage of the market thathas allowed many India-centric providers to make good inroads into the mobility space. The keystrength of these providers is their strong engineering background that they can parlay intomobile app development and testing, as well as solving very difficult mobile architectural andtechnical issues.

■ Boutiques and smaller service providers help clients extend their enterprise apps out to themobile workforce or engage their clients using mobile devices. Creative agencies focuson mobile apps that require a high degree of usability and creative design.

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Recommendations■ Practice leaders should take a business-value approach to mobility and help clients identify and

prioritize mobility initiatives that capture the full spectrum of mobility benefits, includingcapturing new revenue streams and creating new business models.

■ Practice leaders need to see mobility as one more tool, among an arsenal of new technologies,that has the potential to creatively solve business challenges. The nexus of mobility, cloud,social and real-time analytics creates unprecedented opportunities for companies todifferentiate, capture new revenue streams and totally disrupt existing business models. Assuch, the mobility practice, while being a center of excellence to promote capabilities andthought leadership, should be an integral part of the solutioning and sales team.

■ Practice leaders need to take a mobile-centric view of certain applications within a multichannelstrategy and look at mobility not as an afterthought but as an integral part of developing any ITsolution.

■ Practice leaders need to evolve new engagement models for mobility C&SI services to createnew business value by including iterative, agile development in compressed time frames withlots of user input, rapid understanding of user requirements and creative capabilities in userinterface (UI) design, as well as exploiting device-centric attributes.

■ Strategic planners should identify and invest in prebuilt assets, including ones that targetspecific vertical pain points, that they can take to multiple clients to communicateunderstanding of key industry business processes, provide a quick way to demonstrate mobilepossibilities with clients presales and accelerate solution implementation.

■ Marketing managers should create thought leadership on the power of mobility, especially inleveraging mobility for growth and transformation, to elevate positioning as a thought leader inmobility services, and to help attract potential clients and future employees.

Table of Contents

Analysis..................................................................................................................................................3

Competitive Situation and Trends.....................................................................................................3

Market Definition.........................................................................................................................3

The Future of Competition................................................................................................................4

Market Players..................................................................................................................................7

Competitive Profiles..........................................................................................................................8

Accenture...................................................................................................................................9

Atos..........................................................................................................................................11

CanvasM Technologies.............................................................................................................12

Deloitte.....................................................................................................................................14

HCL Technologies....................................................................................................................15

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HP Enterprise Services.............................................................................................................17

IBM..........................................................................................................................................18

Infosys......................................................................................................................................19

Tata Consultancy Services........................................................................................................21

Wipro.......................................................................................................................................22

References and Methodology.........................................................................................................24

Recommended Reading.......................................................................................................................25

List of Figures

Figure 1. Mobility Value Map...................................................................................................................5

Analysis

Competitive Situation and Trends

Market Definition

Enterprise mobility C&SI services is the set of project-based advisory, design, build and deployservices provided by external services providers to help enterprises implement strategies andsolutions to take advantage of mobile technologies and applications to improve business results, bethey increasing productivity (for example, mobile field-force enablement), reducing cycle time (forexample, approval processes), supporting better decision making on the go (for example,understanding the profitability of a client before giving a discount at a meeting), or attracting andretaining customers.

Services include:

■ Consulting: Advisory services for mobility strategy, assessment, road map, business case,architecture, governance, security and re-engineering of business processes to support mobilityinitiatives

■ Application development: Custom development of mobile applications and implementation ofpackaged mobile applications

■ Integration: Integration of mobile apps, including cloud-based services and software as aservice (SaaS)-based applications, with enterprise business processes and back-end systems

■ Deployment: Deployment to users, including via an enterprise app store or a public storefront,such as iTunes

Mobility initiatives are typically classified as:

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■ Business-to-employee (B2E): Connecting remote workers, along with giving employees remoteaccess to corporate resources, is one of the first applications of enterprise mobility. Often donehaphazardly in response to employee demands, these initiatives are driving demand for mobilityconsulting in security, governance and management. Other initiatives look to leverage mobilityto drive productivity gains, faster response time and better decision making. Sales forceenablement is a key application in many industries to drive sales productivity and improve thedepth of customer intimacy. Intense pressure from users and limited resources are forcing ITorganizations to seek external services to help prioritize initiatives and create the business casein areas where the return on investment is unclear.

■ Business-to-business (B2B): Similar to B2E, B2B mobile initiatives enable enterprises to betterconnect with business partners. It also enables them to interact more efficiently and improvethe quality of the joint sales and marketing efforts. Examples are insurance companies rollingout mobile solutions to their independent agents; and consumer goods companies developingmobile applications on tablets that can be used by their distributors to showcase products, getinventory information and track opportunities.

■ Business-to-consumer (B2C): Initially used as another channel to reach consumers, much likethe Web, mobile B2C applications are becoming highly sophisticated. Companies arecapitalizing on smartphone features, such as location and presence, overlaid with intelligenceon customer preferences through integration with back-end systems, to make compelling offersand recommendations based on physical proximity.

■ Machine-to-machine (M2M): Exciting initiatives in M2M are in "intelligent" products, such astelematics, smart grid, smart appliances, home/business security surveillance, and remotemonitoring of medical implants, machines, buildings and other infrastructure. Theseapplications use embedded mobile wireless connectivity solutions to track, monitor andoptimize business processes.

Enterprise mobility C&SI services can run the gamut, from developing point solutions (such aswriting a mobile app) to an end-to-end transformational service (such as changing the way anenterprise leverages mobility to interact with its customers to generate a new revenue stream).

The Future of Competition

CIOs surveyed by Gartner in 2011 place mobility at No. 2 in their overall priorities, behind cloudcomputing. Mobile technologies are increasingly becoming a priority to support business strategies.Gartner believes that mobility will remain a top-five priority for the next three years.

IT services providers need to take a business value approach to mobility. Mobility has thepotential to improve the efficiency and effectiveness of many types of workers by providing new orimproved accessibility across corporate applications, such as email, voice and video. It optimizesline-of-business processes, such as sales forces, field service, manufacturing, operations andlogistics. It adds another channel to connect with customers. And it has the potential to create newbusinesses or disrupt current ones (see Figure 1). C&SI service providers have a unique opportunityto be the architects and builders of a mobile economy, as well as help clients tap the power ofmobility to create business value. New business models and innovative applications — not yetinvented — await exploitation by creative enterprises and service providers. To succeed

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competitively, IT services providers that are able to help clients envision possibilities in mobilitywithin their industries, help with business cases and measure returns are more likely to win mobilityengagements and capture repeat business.

Figure 1. Mobility Value Map

Mobility as Productivity Enhancer

Mobility as Revenue Enhancer

Mobility as New Business Model Enabler

Theme • Run the business better • Grow the business • Transform the business

Drivers • Productivity

• Faster response time

• Brand image with potential hires

• Increase revenue

• Increase customersatisfaction

• Increase customer engagement

• Attract/retain customers

• Defensive move to match competitors' offerings

• Brand image with customers

• New revenue stream

• New market

• Business model disruption

• New products or services creation

Examples • B2E: Email, calendaring,access to virtual desktop, field force enablement, executive dashboards

• B2C: Store locator, store app

• M2M: Remote monitoring of equipment

• B2E: Sales force enablement, mobile POS

• B2B: Agent enablement

• B2C: Mobile couponing

• M2M: Vending machine telemetry

• M2M: Connected car, connected home, smart grid

• B2C: Retail geofencing

Value

Type

Mobility as Productivity Enhancer

Mobility as Revenue Enhancer

Mobility as New

Business Model

Enabler

Source: Gartner (March 2012)

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IT services providers need to see mobility as one more tool, albeit a powerful one, to solvebusiness problems. Complex business challenges are not solved by a single technology. Theyrequire a combination of technologies, creatively put together, to solve. The nexus of mobility,cloud, social and real-time analytics creates unprecedented opportunities for companies todifferentiate, capture new revenue streams and totally disrupt existing business models. CognizantTechnology Solutions, for example, calls this phase Mobile 3.0, where companies can create newbusiness models through leveraging cloud and social media. Deloitte calls companies that harnessthis nexus the Postdigital Enterprise. As such, the mobility practice, while being a center ofexcellence to promote capabilities and thought leadership, should be an integral part of thesolutioning and sales team.

Clients will increasingly look for service providers that have an end-to-end view of mobility's role inall facets of the business. In 2011, while companies indicated mobility as one of the top priorities,most initiatives were experimental and departmental. In this environment, smaller companiescompete with leading IT services providers to build siloed mobility applications or point solutions inindividual departments. As mobility applications proliferate and organizations realize the need for amore coordinated strategy and road map, holistic, integrated mobility solutions will replace pointapplications. Further, clients will increasingly look for service providers that have an end-to-endview of mobility's role in all facets of the business and can help prioritize processes that need to bemobile-enabled, build proof of concepts, develop services quickly and iteratively, integrate servicesinto back-end systems and help with user adoption. IT services providers with full end-to-endcapabilities are better-positioned to win strategic mobility engagements.

IT services providers need to take a mobile-centric view of certain applications within amultichannel strategy. Applications that are, or will be, used by workers that give them remoteaccess should be designed first and foremost for mobile access. Many would argue this wouldinclude most applications as the world of work becomes more mobile. Designing for a smallerscreen also creates better discipline; scaling up the design with added features for the desktop andtablet is arguably easier and better than trying to "defeature" applications. Therefore, IT servicesproviders need to look at mobility not as an afterthought but as an integral part of developing any ITsolution. For example, in developing an ERP system, what data and how it will be mobile-enabledshould be designed into the system upfront. IBM Global Services, for example, argues that allsystems should be designed for mobile access first as this will be the primary way employeesconsume information in the future. However, mobile access is only one of myriad channels foraccess and interaction. A multichannel strategy that appreciates that some interactions will bespecific to certain channels while others will be available on other channels is the more appropriatestrategy. IT services providers able to help clients decide which interactions make business senseon which channel add more value for clients and will be better-positioned to capture the design andbuilding of these applications.

Mobility C&SI services need new engagement models. The traditional way of building enterpriseapplications is seriously challenged when applied to mobile apps. Nowhere has consumerizationinfluences been felt more deeply than in mobile enterprise applications. Employees and customersexpect beautifully designed, user-friendly apps with frequent functionality updates. Rapidlychanging devices, operating systems and platforms further contribute to the need for speed. Thiscalls for:

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■ Iterative, agile development in compressed time frames — four to five months at a time — withplenty of user interaction. Continuous delivery with frequent releases is the norm for mobileapps, requiring service providers to field small collaborative teams, rather than the largeoffshore-centric waterfall methodology of traditional enterprise application services.

■ Rapid understanding of user requirements. While this is important to all building of IT systems, itis made more poignant in mobile applications due to the compressed development cycle.Rapidly understanding how users interact with the applications, what they like or dislike canmean success or failure of the app. Companies like CSC and HP are using visualizationtechnologies to tackle this issue.

■ Creative capabilities. Mobile apps call for a different kind of design than for traditional PCs.Apart from the shrunken screen size, mobile devices have specialized attributes, such as theability to pinpoint location, presence and context, as well as new functionalities, such ascamera, voice recognition and augmented reality. All these present possibilities not previouslyexploited. While UI design skills are important, the ability to exploit such device-centricattributes to create business value is even more paramount.

Service providers that succeed in this market are those that can adapt their engagement models foragile development, are quick to understand user requirements and can evolve a full set ofcapabilities that include creative, technology and business skills.

Prebuilt assets are key proof points of capabilities. Many service providers are busy buildingreusable assets that they can take to multiple clients. For example, Capgemini is building a MobileDirect Store Delivery solution spanning the entire business process from order entry, shipmentpreparation delivery and settlement that they hope to bring to multiple consumer goods companies.Although most large company processes do not lend themselves nicely to off-the-shelf enterprisemobile apps (which often require extensive customization), accelerators and reusable customizableassets demonstrate that investments and understanding of key industry business processesprovide a quick way to demonstrate the mobile possibilities with clients presales and maysomewhat accelerate solution implementation.

Market Players

The enterprise mobility C&SI services market is very fragmented. Large providers jostle with nicheproviders but may also join forces with creative agencies. At a high level, the players can begrouped into the following:

■ Leading global consultants/system integrators, including IBM Global Services, Accenture,Deloitte (which recently acquired Übermind, a digital agency focused on mobile technologies),Capgemini (which acquired Backelite, a French provider of mobile applications, mobile websitedevelopment and creative services), CSC, HP, Atos and T-Systems. These providers leveragestrong relationships with their clients, a business value approach and deep experience,providing and integrating enterprise solutions to offer mobility strategy, consulting, appdevelopment, integration and management.

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■ India-centric IT services providers, including Cognizant, Tata Consultancy Services, Infosys,Wipro, HCL and CanvasM (Tech Mahindra's specialized Value Added Services unit). The keystrength of these providers is their strong engineering background that they can parlay intomobile app development and testing, as well as solving very difficult mobile architectural andtechnical issues. Because mobility is a very fast moving and fast changing field with aproliferation of technologies, technical prowess is a key competitive advantage at this stage ofthe market and has allowed many India-centric providers to make good inroads into the mobilityspace.

■ Boutiques and smaller services providers help clients extend their enterprise apps out to themobile workforce or engage their clients using mobile devices. While some of them have abroad set of skills for full-scope mobility engagements, many lack the back-end integrationcapabilities needed to provide an optimal solution. These providers include Mutual Mobile,BestFit Mobile, Cantina, Metova, maihiro, Model Matrix, Appirio, Bluefin Solutions, PrimeAdvancement Group and Exxova.

■ Creative agencies. Creative agencies focus on mobile apps that require a high degree ofusability and creative design. They include SapientNitro, Razorfish, Digitas, R/GA, VSC, TheHyperfactory and NavigationArts.

Given that the enterprise mobility C&SI market is at an early stage in its evolution, Gartner haschosen to provide insight into this market by selecting five global consultants/system integrators(SIs) and five India-centric IT services providers to profile in this report. These profiles illustrate howthese leading third-party services providers are building their capabilities and promoting theirmobility services. They are selected for inclusion for the following reasons:

■ They are among the largest players in the IT services market.

■ They have invested significantly in their mobility C&SI practices.

■ Together they offer a representative view of the different capabilities and offerings in theirrespective marketplace. This means when two leading competitors are similar in their approach,we pick one to profile — usually the one whose clients the analyst has spoken with regarding itsmobility C&SI capabilities.

The exclusion of an IT services provider in this document in no way reflects negatively on itscapabilities. There are many capable competitors, large and small, in this fragmented market — toonumerous to include. Since this is a nascent market, competitors are still at an early stage in theircapability building, and we expect many interesting — and evolving — mobility offerings andplayers to come. Future reports will feature other providers not included here, as well as providers inthe other categories.

Competitive Profiles

This section provides "mini" competitive profiles of each of the selected market players.

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Accenture

Overview

Accenture views mobility as one of the several strategic growth engines and is investing accordinglyto ramp up its sales and delivery capabilities. During the last year, it has consolidated all mobilityefforts worldwide into a new business unit, Accenture Mobility Services, which expands on theacquisitions of Nokia's Symbian Professional Services group, Mogenesis, and its relationship withNokia. Gartner estimates it has more than 2,500 professionals today dedicated to mobility andexpects this number to more than double during the next year.

Examples of recent implementations include:

■ Enabling a leading telecom provider in Asia to provide an integrated mobile suite of paymentservices, including a hosted merchant hub, loyalty and location-based couponing and socialnetwork integration

■ With NTT Docomo in Japan, establishing a remote, self-verification operational testing servicefor content (for example, applications) developed for smartphones

■ Evaluated the opportunity around spending through mobile channels, and identifying fraudreduction as the biggest financial opportunity to leverage mobile payment solutions for aleading global payments company

■ Provided end-to-end system integration that included third-party and OEM interfaces andsupported on-time shipment of the smartphone by the OEM end customer into a new market

■ Acted as prime system integrator for a field-force transformation project through all phases,including end-user training and mobile hardware rollout

With its strong consulting and system integration heritage, Accenture's mobility practice hassignificant capabilities in implementing large mobility projects that involve heavy back-endintegration, high performance and large-scale deployment. Key strengths include technical depth,experience integrating with SAP systems and its ability to engage business users productively in thedesign and rollout of their mobility initiatives.

Service Marketing Strategy

Accenture has a global dedicated sales force to sell its mobility offerings into its client base in itsfive verticals: financial services; products; resources; health and public service; andcommunications, media and technology. It views mobility as a way to achieve better businessoutcomes and positions itself as helping clients develop mobility strategies and plans to driveenterprise and customer value.

How This Provider Competes

Accenture offers the full spectrum of services for a complete mobility solution, which it takes tomarket through its focused vertical practice areas and solutions. These services are:

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■ Mobility consulting, which ranges from business advisory (such as how clients can use mobilityto access new markets), technology advisory (such as security, governance, architecture andtechnology road map) and network design

■ Mobility software services, which include:

■ Traditional application development for mobile devices, including custom, packaged, andhosted client, client/server and cloud-based solutions with support for all leading high-leveloperating systems and cloud platforms

■ Embedded software for technology and telematics manufacturers with services, such asadvanced embedded software engineering, device tuning, testing, certification, diagnosisand resolution of errors

■ Mobility managed services, a relatively new offering that offers mobility as a service andincludes device management, m-commerce (for example, mobile wallet/payments and mobilebanking) and connected car services (for example, diagnostics, stolen vehicle recovery andmobile insurance)

■ Mobility business integration services that help clients with large-scale transformationalprograms where mobility is a key part of the solution

An example of bringing all the above offerings and capabilities to bear is Accenture's recentlyannounced "Connected Vehicle Integrated Solution," which focuses on in-vehicle services, rangingfrom Wi-Fi access to mobile payments and safety devices. This solution draws upon a range ofAccenture's capabilities, including management consulting services to design business and relatedprocesses, software solutions for mobile technology both inside the vehicle and from the cloud, SIto integrate into back-end billing and other systems, analytics engines for predictive maintenanceand business process outsourcing services, such as billing, order management and other services.This solution is currently being deployed by one large global carmaker.

Mobile commerce is another area where Accenture offers a range of mobile capabilities. Accenturehas an open mobile wallet with an integrated loyalty and promotions solution that is offered as amanaged service. It covers the needs of emerging markets with feature phone-based functionality.It offers developed markets with modern smartphone-based rich functionality that includes NearField Communication (NFC), location-based marketing and social network integration to helpaccelerate deployment of such initiatives.

Accenture also provides mobile application factories where clients can hire for flexible capacity. Inaddition, Accenture Mobility Services is working with its other Accenture business units, such as theindustry verticals and the Accenture SAP practice, to identify, build and "productize" mobileapplications for their respective spaces. Finally, it is working on mobile-enabling Accenture-ownedsoftware, such as CAS and Alnova.

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Atos

Overview

Mobility is Atos' key area of investment. Atos has more than a thousand mobility specialistsworldwide and more than 200 dedicated mobile platforms experts, supported by the rest of its74,500 business technologists. In addition, it has acquired two European mobile studios that helpaugment its capabilities in agile development and UI design.

Examples of its mobility engagements include mobile travel agency, mobile banking, and an M2Msolution to remotely monitor and manage diabetes. Other engagements include helping theBarcelona city council promote and facilitate access to municipal services for the citizenry throughmobile devices, and smart m-commerce for retailers to boost sales and engage or retain customers.

In addition to the traditional consulting, application development, operation and transactionalservices, Atos has innovative ideas on using mobility to create new businesses and has invested inassets and programs to provide proof points and facilitate new business models. Key strengthsinclude its technical skills, vision of the mobility possibilities and high-quality deliverables. With anestimated 300 references in mobility worldwide, Atos has the experience to help clients implement awide range of mobile projects. It is also able to leverage the Siemens partnership, signed in July2011, to pursue new opportunities that take advantage of the Siemens portfolio and global reach.

Service Marketing Strategy

Atos positions the potential of mobility as technology innovations that intelligently combineinformation, context and application that enable organizations to grow market share, improvecustomer relations and more efficiently manage their operations. Atos brands this "Smart Mobility,"which it defines as a new generation of disruptive smart applications that use information about theuser's context (such as sensor presence, identity, location) to deliver enriched services that adapt inreal time according to the user's situation to mobile devices. Through its new suite of services, Atoswants to be a leading smart mobility solution provider by delivering context-aware services basedon a commercial model that uses transactional-based pricing.

Atos is a strong proponent of open innovation. In addition to investing in multiple researchprograms, it has created the Atos IT Challenge, a competition that looks for future IT talents frommore than 25 shortlisted universities worldwide and focuses on Smart Mobility. In teams of up tofive students, participants are tasked with finding new, innovative and useful context-awareapplications that can be used anywhere, anytime and on any device to add value to a business oran individual. One Atos challenge coach is assigned to each team to help take the idea through to afully functional proof of concept. Apart from the marketing value, this challenge supports Atos'objective to encourage and develop talent.

How This Provider Competes

Atos offers two sets of mobility services:

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■ Mainstream services include mobility consulting, apps development, embedded solutions, andapps and device deployment. It also includes a range of "out of the box" mobile transactionalservices, including mobile payments, mobile ticketing and mobile loyalty programs. In February2011, Atos partnered with three French telecommunications companies, Bouygues Telecom,Orange, and SFR, to create Buyster, a company that develops, operates and markets an onlinepayment service for e-commerce and m-commerce in France.

■ Mobile contextual services are market-specific mobile solutions that aim to take advantage ofcontextual information to change behavior or generate new revenue streams, billed on atransactional model. Atos has built a context broker platform on which its clients can accesscontext data to build their own context-aware smart applications. For the following markets,Atos is running several scenarios with clients that explore the possibilities of new businessideas: automotive (for example, creating a cash-generating telematics service offering),healthcare (monitoring service to enable the elderly to live at home safely), retail (zooming in onthe individual consumer and adjusting accordingly, making real-time loyalty integral to the retailrelationship), energy (monitoring and comparing your energy consumption with your neighbors;transferring and optimizing power between your electric cars, your home and some othermobile devices) and smart cities (using contextual information to add new city services toimprove human capital/education in museums and schools, to provide better information onpublic transport and events, and to increase the interest in social relationships andsustainability).

Atos competes in mobility by developing worldwide end-to-end mobile services, from mobileplatform to mobile applications. It is investing heavily in Asia/Pacific while keeping its current strongfootprint in Europe.

CanvasM Technologies

Overview

CanvasM Technologies, Tech Mahindra's specialized Value Added Services unit, dates to 2006 andoffers services in SI, product/app engineering, application hosting and outsourcing to the telecomand media industries. With the merging of Mahindra Satyam, CanvasM today seeks to leverage theSI capability of Tech Mahindra and enterprise solutions experience of Mahindra Satyam to bringenterprise mobility services to a broad range of clients in different industries.

CanvasM has grown rapidly, increasing from 120 to 350 mobility professionals from just a year ago.It has dedicated teams for mobility consulting, security and user experience. Examples of mobilityengagements include:

■ A field sales force automation solution for an oil distribution company

■ A mobility strategy and road map engagement for a high-technology provider

■ A real-time information and scenario planning app for a marketing/events company

■ A Singapore-wide location-based geofencing promotion solution for retailers

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As a dedicated subsidiary, CanvasM is able to focus on its mobility capabilities and offerings, andtest out various engagement models. From C&SI and management to experimenting with appstores and SaaS/cloud offerings, CanvasM seeks to offer the full range of mobility services withtraditional and alternative delivery models.

Service Marketing Strategy

CanvasM targets existing Tech Mahindra and Mahindra Satyam clients for its mobility offerings. Ithas invested in and focuses on eight verticals with prebuilt solutions: automotive, manufacturing,healthcare, logistics, financial services, travel and transportation, retail and telecoms. It jointly goesto market with the Mahindra Satyam account teams.

The company offers several pricing models, including time and materials project-based,transaction-based and revenue sharing. These models give clients choices and lower the entrybarrier for its smaller clients.

How This Provider Competes

CanvasM offers the following mobility services:

■ Enterprise Mobility Strategy and Roadmap

■ Enterprise Mobility Infrastructure/Platform services: It has partnered with leading mobilityplatform companies, such as Sybase, Antenna Software and Appear IQ, but also offers its ownplatforms, including:

■ MEAP — Its own lightweight Unified Mobility Platform for small and midsize clients

■ M-Commerce Platform for mobile transactions

■ M-Retail Platform from which a telco can launch individual m-shops for brands and retailerson its network

■ M-Couponing Platform, which pushes coupons to registered users that can be redeemed atthe counter

■ Enterprise mobility applications, which consist of the following:

■ Mobile application development with more than 250 cross-platform developers

■ Application and device testing, and certification

■ UI design and testing with more than 60 domain experts

■ Application security services, which include vulnerability assessment

■ SI into enterprise back-end systems, the business support system/operations support systemstack or core network.

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In addition, CanvasM is planning to partner with a third party for an enterprise app store to bundlestandard and small apps for handset manufacturers and telecom operators that, in turn, could offerthem to small and midsize enterprises on the enterprise app store model. It also plans to offersolutions in SaaS/cloud (for example, in data management/business intelligence [BI] and field-forceautomation) and managed services.

To accelerate development and enable faster launch, CanvasM has a repository of 32 reusablecustomizable solutions for the key use cases in their targeted eight industries and five for cross-industry apps. Some examples are mobile advertising and promotion in retail; mobile transactions,including payments, in banking; patient self-care in healthcare; ERP mobility in manufacturing;telematics in automotive; maintenance, repair and operations in travel and transportation; fleetmanagement and vehicle tracking in logistics; and horizontal BI dashboards and reports, employeeprocess workflows, and mobile website and portals.

To encourage innovation, CanvasM runs an "Ideation Factory" program for idea generation,currently for consumer mobile apps, with plans to leverage the same process for generating ideasfor enterprise mobility apps. The Ideation Factory is the group's intranet-based innovation pad thatsolicits ideas from employees and, if chosen, the idea owner gets time off from work to develop theidea.

Deloitte

Overview

Deloitte sees mobility as an enabler for a broader base of work in analytics, cloud, social, traditionalSI and process transformation. To accelerate its position in mobility services and to add to itsexisting creative capabilities, Deloitte recently acquired Übermind, a 150-person mobile digitalagency boasting a client base that includes Target, Apple, Amtrak, REI and Alaska Airlines.

Deloitte has performed numerous mobile implementations independent of Übermind. Examplesinclude:

■ A highly secure mobile merchant solution for a large bank

■ A sales automation application for a pharmaceutical company

■ A field-force automation solution that optimizes delivery routes, provides wireless paymentprocessing and allows order updates

■ A security incident management solution for building security personnel and other firstresponders to view and log location and details of security incidents

■ A mobile solution for disaster recovery to minimize business downtime

Service Marketing Strategy

With the Übermind acquisition, Deloitte hopes to create the same value proposition — an integratedapproach incorporating multiple competencies — that has worked well for its consulting practice.

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With Übermind, Deloitte is putting together the pieces that are important to the successful deliveryof mobile solutions: business, technology and creative capabilities. While many of its competitorshave these capabilities — for example, Accenture Interactive, IBM Interactive, SapientNitro —Deloitte has shrewdly branded its mobility practice around the confluence of these capabilities toset itself apart as "a category of one."

Using Übermind as the nexus, Deloitte is building a new service line to help clients solve their mostcomplex problems in a mobile world. This service line will comprise capabilities in strategy, creative,mobile, social, Web, content management, e-commerce and enterprise mobile enablement.Together with cloud computing and analytics, these capabilities are key in delivering innovative andexperimental solution types (see "Market Insight: Future of C&SI Services Lies in Aligning Strategiesand Capabilities with Solution Type") and should position Deloitte well to deliver next-generationsolutions.

How This Provider Competes

Deloitte offers numerous mobility services:

■ Mobility strategy

■ Vendor selection

■ Application design, development and deployment

■ Integration with existing resources

■ Technology management and support

As the resultant new service line from the Übermind acquisition is a fairly recent event, Deloitte'sservices will likely evolve quickly. Übermind is a fairly small acquisition. Deloitte will likely need toaugment these acquired capabilities with other acquisitions or rapidly ramp up their organiccapabilities.

HCL Technologies

Overview

HCL's mobility practice was established in 1999 and now has a dedicated team of more than 1,250associates working on providing mobility-enabled transformation across multiple verticals anddomains. It has executed more than 150 projects across various platforms, boasts more than 70mobile solution accelerators under its own business store and has more than 20 partners.

Sample implementations include:

■ An intellectual property IP-led retail banking solution for customer experience

■ A vehicle tracking system for a large waste management company

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■ Workforce mobile enablement for a local security force

■ An electrical metering and billing solution for an energy utility company

■ Payment transactions using NFC

■ A solution for capturing, saving and redeeming coupons that is integrated with social mediawebsites to download coupons for a consumer goods provider

■ Mobile order and inventory management for a U.S.-based medical instruments manufacturer

■ A mobile health app plus emergency services information for a major healthcare provider

Coming from a strong engineering service background, HCL is fast expanding into mobileapplication development and integration. It has a broad portfolio of mobile implementations acrossa wide range of industries and strong technical capabilities across many platforms and devices(supported by testing and innovation labs) and a rich set of solution accelerators.

Service Marketing Strategy

HCL's mobility vision is to deliver the connected customer experience across channels, helpingclients improve customer experiences and strengthen relationships.

Its target customer segments include financial, healthcare, retail industries and the supply side(mobile OEMs and independent software vendors, telecom service providers) and enterprises.

How This Provider Competes

HCL provides the full range of services in mobility, enterprise mobility strategy, technical consulting,rapid application development and deployment, through testing and support across mobilesoftware and hardware.

It has invested in mobile application development infrastructure via three test labs and an innovationlab. The three test labs are in India, one dedicated to hardware testing and certification, one tomobile network performance testing and certification, and another to smart device applicationperformance/stability testing and certification.

In addition, it has partnered with its customer Eli Lilly to create the Lilly-HCL Co-Innovation Lab inSingapore. The purpose of this lab is for Eli Lilly and HCL to jointly identify real-world businessproblems and ideas, and to accelerate the process of bringing ideas to fruition through rapiddevelopment of proof of concept and solutions.

HCL has developed more than 70 solution accelerators to reduce solutioning time. Some of theseare tools and accelerators, while a few are fully baked software products ready for customization.Some examples of mobile solutions are:

■ iCardServ solution: An iPhone-based mobile credit card solution

■ mBioCode: P2P mobile contactless payments and data transfer solution using biometrics

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■ mGreenCoupons: A paperless mobile coupons targeting personalized marketing

■ iStarter: An augmented reality solution designed to create new experiences

HP Enterprise Services

Overview

HP Enterprise Services (ES) boasts 10 years of mobile experience and more than 780 mobileapplication development professionals and more than 115 mobile testing experts, supported bymore than 50,000 SI application developers. In addition, it has user experience experts in the U.S.,the Philippines, China and India, as well as mobile application development labs in China, India andthe U.S.

Examples of HP ES mobility engagements include:

■ Sales force automation for a clothing retailer

■ A mobile showroom application to improve the ability to cross-sell, upsell and take orders forthe newest clothing lines for a specialty retailer

■ A digital lookbook enabling fashion reviews immediately after fashion shows for a clothingmanufacturer

■ A mobile Web application that provides document review and approval to users with travelapproval authority using multiple platforms for a government travel department

Leveraging its strong infrastructure heritage, HP ES brings to mobility engagements an emphasis onhighly scalable and robust application, information and integration architectures, as well as highsecurity in application, data and infrastructure.

Service Marketing Strategy

HP ES mobility practice builds and executes on its "Instant-On Enterprise" vision of connectingeveryone and everything, allowing real-time response to continuous opportunity and competitionanywhere, anytime and in any way. It sees the convergence of mobility, mloud and analytics as themeans to build the extended enterprise by delivering secure, seamless, context-aware experiencesin a connected world.

HP ES mobile application services practice targets the largest HP customers — roughly 1,800Global Accounts — with specific focus on its existing IT outsourcing and apps clients, consistentwith the overall HP ES strategy. It also focuses its investments and selling on the followingindustries: communications/media/entertainment/telco, financial services, government, health andlife sciences, retail and consumer goods, transportation (airlines) and energy. In addition, it hastargeted solutions in specific industries, such as sensors in energy and specialized devices andRFID in manufacturing.

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How This Provider Competes

HP ES mobile application services offer a suite of end-to-end mobile services that spans themobility life cycle from planning and application design, development, application testing, SI andmanagement.

HP ES Mobile Application Services portfolio includes:

■ Mobile Opportunity Workshop — A structured face-to-face mobile application analysis processthat helps clients discover which processes or ideas to develop mobile applications for basedon their business value, IT readiness and ease of implementation

■ Mobile Enterprise Strategic Assessment — Complete enterprise assessment services designedto help clients develop enterprise-level mobility strategies, plans, solutions and road map todrive added business value

■ Mobile application design and development — Designing and developing mobile applicationsquickly and reliably using methods and frameworks, and providing the infrastructure to run andmanage them securely

■ Mobile application testing — Quality, performance and security testing of mobile apps across abroad range of devices

■ Mobile application management on an ongoing basis

HP emphasizes developing mobile applications using a "write once, deploy anywhere" architectureto support multiple form factors, while optimizing the UI and visualization on each platform basedon the capabilities of that platform. As an outsourcer, it also emphasizes "designed for run" toensure mobile applications are not only developed quickly but deployed, managed and governedfor the enterprise.

IBM

Overview

IBM's mobility unit is part of the Mobile, Wireless and Emerging Technologies practice within itsApplication Innovation Services line. It is a U.S.-based, cross-industry practice that also serves as aworldwide center of competency. IBM mobility practice covers end-to-end service offerings ofmobility strategy, application development, deployment, testing and postdeployment support. Thepractice can also tap into user experience and design talent in IBM Interactive for creative front-endcapabilities.

With its deep technical skills, global coverage and traditionally strong SI capabilities, IBM mobilitypractice has undertaken some of the largest, most-complex global mobility engagements for itslarge clients, as well as point solutions for others.

Examples of engagements include:

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■ Implementing a mobile banking solution spanning account lookup, payment and value-addedservices in 30 countries for a global bank

■ A mobile solution for a North American airline for flight lookup, booking and change on differentphones

■ A mobile sales force automation solution on tablet devices for a pharmaceutical company fororder taking integrated into the back-end ERP system

■ A surgery scheduling application for doctors in hospitals

Service Marketing Strategy

The mobility practice targets IBM's vast client base and taps into the overall IBM go-to-marketmodel. The largest accounts have dedicated account executives who sell and qualify mobilityopportunities before engaging the mobility practice. Smaller clients are served by the IBM salesforce that sells the full range of IBM software, hardware and services, including mobility services.

In the M2M space, mobility capabilities are embedded within IBM's industry units and arecollectively branded "Smarter Planet."

How This Provider Competes

IBM helps both large and small clients in their mobility initiatives. The largest clients choose IBM forits depth and breadth of technical capabilities, industry knowledge and global coverage. Smallerclients appreciate IBM's industrial-strength solutions, including security.

As one of the global leaders in technology patents, IBM mobility practitioners actively participate inand sit on standards bodies for mobile technologies, such as HTML5 and mobile payments,influencing their direction and getting an early understanding of the standards. Thus, they can betterhelp clients choose the right technologies for their projects. To accelerate mobile projects, IBM hasa large portfolio of assets that include design frameworks and artifacts, cross-platform coding andother accelerators and reusable code.

Besides its own software division, IBM has partnerships with several other mobile platformproviders, including Kony and Sybase.

Infosys

Overview

Mobility is one of Infosys' three key strategic horizontal lines of business (the other two are cloudand sustainability). Infosys mobility practice boasts a track record of more than 150 engagementsfor more than 50 clients and has rolled out more than 200 discrete mobile applications. It has morethan 1,000 professionals (mobility consultants, usability experts and mobility engineers) in thiscross-industry practice and a growing set of solutions, platforms and other IP. In addition to the

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core group, the company has about 800 professionals who are skilled in mobility technologiesworking closely with industry verticals.

Examples of engagements include:

■ Designing an enterprisewide mobility strategy and technology road map for a major consumerpackaged goods (CPG) company

■ Designing and developing a mobile banking application for a bank

■ Developing a customer engagement platform around recipes on mobile phones for a leadingfood and hospitality services company

■ A mobile point-of-sales solution for fashion retailer

■ A mobile-based Baggage Tracking System for a large U.S.-based airline

■ A mobile sales automation engagement for a leading European mobile network operator in theU.K.

■ A mobile solution to identify counterfeit goods for a leading chemicals company in the U.S.

Infosys mobility experience spans strategy, road map, architecture, security and applicationdevelopment across diverse industries. It is proactively investing in prebuilt solutions that it can taketo individual clients, as well as platforms that can host these solutions on a SaaS manner.

Service Marketing Strategy

Infosys mobility solutions are sold through its four industry units: financial services/insurance,manufacturing/energy/utilities/communications/services, retail/CPG/logistics/life sciences, andpublic services. In addition, the mobility practice supplements the vertical go-to-market sales teamwith its own dedicated sales and marketing group. Infosys has several partnerships, including Kony,RIM and Antennae. Infosys has a comprehensive alliance with Sybase — it has built solutions onSybase Unwired Platform (SUP), and is pursuing joint go-to-market activities with Sybase. Infosyshas partnered with Oracle to develop solutions on the next-generation Oracle ApplicationDevelopment Framework (ADF) mobile platform.

How This Provider Competes

Infosys offers end-to-end services for mobility — from consulting to application development,integration, deployment, postdeployment support and device management. Specifically, it offers:

■ Advisory services: Define strategy, road map, architecture, infrastructure, user experience,security; identify relevant contextual and value-added services

■ Technology Services: Mobile application services, from design to test services; also providesmobile concept and pilot centers for clients

■ Management Services: Mobile life cycle and device management

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■ Technology Solutions: Prebuilt solutions, owned by Infosys, that address known technologyneeds. Some of these are:

■ Mobile Wallet (mWallet): Solution to enable end customers to conduct transactions usingmobile devices

■ Mobile Brochure: A rich user-experience solution built to deliver brochures and promotionsto customers on a variety of platforms

■ Mobile POS (mPOS): Solution enables sales assistant to carry out end-to-end shoppingtransactions in a retail store using a handheld device

■ Field Service Assistant: Solution equips personnel with accurate and up-to-date data torespond to issues/business opportunities/customer queries

■ Mobile SalesForce: Solution to equip sales force with mobile devices to drive customer careand order taking

■ mConnect: A device-agnostic middleware solution

■ Approvals on the Go: Solution to enable executives and managers to make critical andinformed decisions while on the move

Tata Consultancy Services

Overview

Tata Consultancy Services (TCS) Mobility Solutions Unit was formed in 2010 to bring the benefits ofmobility to clients across all industry verticals it serves. The unit is headed by a mobile industryveteran from an acquisition, Dr. Satya Ramaswamy, who reports directly to the CEO. TCS hascompleted more than 200 mobility engagements.

Examples of mobility engagements include:

■ An iPad and, separately, the first PlayBook, mobile banking application

■ An iPhone/iPad application to provide real-time quotes to advisers for an insurance company

■ A mobile shopping app to enable customers to choose and purchase paints from mobiledevices for a paint manufacturer

■ Mobile access to services related to insurance account information management andsearchesfor a health insurance agency

■ A hybrid mobile/Web solution to facilitate direct-to-consumer fulfilment operations for a U.K.supermarket

■ A cabin crew and airport assistant application for an international airline based in Europe, andan iPad flight operations application for a leading airline based in Australia

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Others include an enterprise app for webOS, an enterprise iPad application for nurses on the go; anAndroid smartphone and tablet application for a large telecom enterprise to enforce safetyregulations; multiple books on a mobile device for a large book publisher; and mobile applicationsfor various U.S.-based retailers.

TCS places great emphasis on accelerating time to market through a rich set of products, assetsand frameworks. TCS has developed (as well as acquired) IP assets to accelerate and enhancedelivery of mobile applications that address the needs of multiple enterprises across industryverticals.

Service Marketing Strategy

TCS differentiators are its ability to bring mobility skills at scale and scope, its rich set of prebuiltassets, its focus on the mobile user experience, and its leadership team's strength. Buildingreusable components and assets to reduce time to market is an integral part of its strategy.

How This Provider Competes

TCS Mobility provides a comprehensive set of mobility services as well as packaged solutions.Mobility services include mobility strategy, mobility application development and maintenance,mobile app testing, app store promotions and mobile analytics. TCS Mobility's Solutions portfoliocovers a wide range of solutions across multiple verticals, including core solution platforms thatform the fabric of mobile application deployment, several industry-agnostic horizontal solutions andspecialized industry-specific vertical solutions:

■ Core platform solutions — The fundamental building blocks to build, test and deploy mobileapplications.

■ Horizontal solutions — Cross-industry mobility solutions that can be implemented withappropriate back-end integration.

■ Vertical Solutions — TCS Mobility's current set of industry-specific vertical mobility solutionstargets retail, airline and manufacturing.

■ Customer Care Solutions — TCS Mobility's current set of consumer-facing customer caresolution packages includes solutions for airlines, hotels, telecommunications and utility clients.

TCS Mobility is headquartered in Santa Clara, California, in the U.S., and leverages its GlobalNetwork Delivery Model in providing mobility solutions.

Wipro

Overview

Mobility is one of four key priority investment areas for Wipro. Wipro Mobility Solutions has morethan 1,500 consultants in its Integrated Mobility Group, which includes device engineering andenterprise mobility, and is set to double during the next 18 to 24 months. It also has a User

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Experience Group, which has around 20 user experience professionals located on-site and offshore.Internally, it has launched a series of mobility initiatives, including bring your own device, enterpriseapp store, sales enablement for Fieldforce on iPhone, iPad, Android and BlackBerry, a mobilityinnovation program to leverage the creative energy of its employees, a corporate mobile websiteand a mobility training academy.

Wipro has experience implementing a range of mobility solutions, including B2E programs, such asFieldforce scheduling and automation for an energy and utilities company and a consumer productclient; sales force automation on SUP for a manufacturing company; warehouse management for apharmaceutical company; hosted sales order management for handset OEM; claims adjustmentmobile app for an insurance company; as well as B2C programs, such as an iPad-based productpromotion and social media integration, for a technology client; m-commerce for a retailer; and ajob registration and validation in rural areas for a government agency.

Wipro has parlayed its strong engineering background into a solid mobility practice. Together withits strong relationship with partners, such as Motorola, Nokia and Sybase/SAP, Kony and Syclo, arich set of solution accelerators and a state-of-the-art 4G network center in India, Wipro is investingto be a leading provider of mobile applications and testing services.

Service Marketing Strategy

Wipro's mobility vision is that it is not just UI/apps — mobility is about business processtransformation, behavior changes, employee empowerment and better interaction with customers.As such, the mobility group embeds Wipro Consulting Services consultants in larger engagementsto understand business issues and advise clients on business process changes.

Wipro Mobility Solutions is part of the product engineering horizontal lines of business. However, ithas mobility subject matter experts in the industry verticals, and together they identify solutions toinvest in and create joint proposals for clients. Selling is done jointly with the vertical sales teams.

How This Provider Competes

Wipro offers the full range of mobility services, including:

■ Mobility Advisory Services

■ Mobility CoE (for customers)

■ Mobility Testing Services

■ Mobility Security Solutions

■ Mobility Managed Services

■ Horizontal and industry solutions

■ Mobile device engineering

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■ Wipro has developed a set of reusable frameworks and components to accelerate mobile appdevelopment and has also built capabilities in emerging technologies, augmented reality andNFC. They include horizontal solution accelerators, such as lead management, socialnetworking control, sales force solution, dashboards, Rich Music Experience Framework forAndroid, Mobility Testing Automation Tool for iOS and Android, as well as vertical solutionaccelerators, which include:

■ Financial services: claims management for insurance, small or midsize businesses and retailbanking solutions, wealth management solutions

■ Government/rural market: soil testing, crop estimation, agricultural product fraud detection,mobile farming, health referral services for expectant mothers in remote areas

■ Manufacturing: billing and collection, warehouse management, sales and distribution solution

■ Healthcare: remote patient monitoring, mobile pharmaceutical sales

■ Media: e-book reader

Wipro also has a flexible engagement model for mobility engagements, where experts with the rightskills are pulled in for short periods of time according to need. For testing, Wipro can also offer apay-per-use billing model. It also has a hosted service option for clients who need the service upand running quickly or who do not want to invest in an on-premises solution.

References and Methodology

Gartner used a variety of methodologies to create the information in this report, including insightsfrom analysts' daily interactions with clients, user surveys, Gartner's 2011 CIO survey andsecondary research. In addition, the following companies conducted vendor briefings with us ontheir mobility practices:

■ Accenture

■ Atos

■ CanvasM Technologies

■ Capgemini

■ CSC

■ Cognizant

■ Deloitte

■ HCL Technologies

■ HP

■ IBM

■ Infosys

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■ T-Systems

■ Tata Consultancy Services

■ Wipro

Recommended Reading"Emerging Service Analysis: Enterprise Mobility Consulting, Application Development andIntegration Services"

"Competitive Landscape: Managed Mobility Services"

"Guide for Mobile Application Development, Sourcing and Support, 2011"

"Market Insight: Future of C&SI Services Lies in Aligning Strategies and Capabilities With SolutionType"

This document is published in the following Market Insights:Consulting & Solution Implementation Services Worldwide

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