What are the various end-user computing services
provided by HCL Infrastructure Services Division, and how are these
different from desktop management services?
Our gamut of services, under end-user computing goes beyond
desktop management services. Desktop, laptop, tablet, PDA or
BlackBerry is basically the interface — there is a lot of
technology behind it that includes not just the hardware (the
devices) but also the application that sits on the device,
messaging and collaboration (e-mail, Lync or chat platform), and
Citrix-based VDI or a VM-based VDI. So, there is a lot of data
center technology and network that sits behind end-user
Our service in end-user computing is not just the management of
the device but all of the encompassing end-user computing
technologies. It also includes user provisioning — you have
the Active Directory so you define policies around users. It is a
fairly complex piece but one integrated offering.
Today, the user is looking at a great experience with any
device, and the enterprise is looking more at provisioning, policy,
security, ubiquitous access, control, and compliance. We have put
together a holistically integrated service because we want to
create the user experience and not just manage the device. So there
is a set of people who first address the clients, which is
service-desk-as an offering. Then you have a Desktop Management
team, which manages your applications. After that, there are
subject matter experts who enable the entire technology, which
involves virtualizing your application delivery to desktop.
Finally, there is messaging and collaboration because 80 - 90
percent of our work today happens on e-mail — we are using
less of phone and more of chat, social collaboration, social
networking and messaging. We call this entire gamut of services as
Managed End User Computing.
We started with the mainframe way of functioning, then
we moved to the client-server model. How has this model evolved
over the years?
If you go back 30 years, the proposition was mainframe, where
everything was centralized, and you had those dumb terminals. But
now the world has moved from the mainframe to client–server;
the great benefit of client-server is that desktop workstation
takes the processing power away, makes it cheaper, and enables you
to communicate on a network. You can keep the graphic interface
here, part of the application can reside on the front-end and the
processing can happen there. So, we changed the mainframe —
we said it is junk, the technology is outdated, and everything will
now be client-server.
What has happened now is that we have again moved away from the
client-server model towards the mainframe model, saying that app
virtualization and device virtualization is nothing but everything
done centrally, irrespective of the type of device which is used
for accessing apps. The moment you say virtualization of app, it
means the entire app is actually sitting in the data center now.
The technology has become a little more open ended. The browser has
become the ubiquitous kind of interface, and there is a lot more
evolution that has happened in that technology. Obviously, the user
experience is a lot better. So, if you really look back at our
mainframes to the current days, it is basically cannibalization of
one after the other. The IT industry has remained where it is
because of its ability to cannibalize itself, and then again
What are the major trends you are witnessing that have
the potential to drastically change the way IT has been functioning
A key trend that we clearly see is the consumerization of IT,
which means that the device is no more enterprise determined. More
enterprises are also letting the employees buy their choice of
device as it takes away the burden of supporting that hardware.
While the user manages the device, the enterprise delivers the
applications seamlessly. This is driving BYOD and blurring the
lines between consumer and enterprise technology.
Lot of activity is happening on the security and access control
front. The security policy that governs my personal work is
different — I use a different image there. And when I connect
to my enterprise, I use a different image. All the security
controls and the compliance are controlled at the network, firewall
and data center levels. To control access, one may implement many