1 Piru eon Teun! BPO services Pines cur Ru (yd VE TMS) j PRU seu no the IT-BPM industry »)) Pen NE life, library, workplace, Pee CUCL communication, business eeu ace banking, insurance, marketiy Ree ule UMC Pes eu nul ions of IT in home eisai Piel ily ea eas In today's interconnected world, Information Technology (IT) and IT-enabled, Services (ITeS) play a pivotal role in shaping various aspects of our lives, From communication to business operations, education to entertainment ITfiag able part of our daily routines. In this section, we will a specific focus on Business become an indispensa explore the fundamentals of IT and ITeS, with Process Outsourcing (BPO) services. ZAP PITTS U INT aa toe ae LD Ke fl Se Information Technology, often abbreviated as IT, refers to the utilization of computer systems, software, and networks to store, retrieve, transmit, and manipulate data. It encompasses a wide range of technologies and applicati that enable individuals and organizations to process information efficiently! effectively. In business, IT is essential, like keeping accounts or following the law. Every. business needs it to stay competitive. It helps reach more customers, runt smoother, save money, and make better decisions, The key components of Information Technology are as follows: This includes phy Aare 'es physical devices such as computers) Sen and storage devices that are used to cel and store d Soft c Tope’ comprises programs and applications that enable! ¥ a orm specific tasks, ranging from word processing : phic design to database management and web br letworks facili i wireless (using radi na radio waves),COMMUNICATION ‘munication through em deo conferencing, and soc ting people across the globe in BUSINESS ial role in business operations, ‘cluding inventory management, customer Relationship monagement (CRM), financial Perscctions, ond marketing. EDUCATION: TT has revolutionized education through elearning platforms, online courses, interactive textbooks, and educational apps, making learning more accessible ‘ond engoging. ENTERTAINMENT From streaming services and gaming platforms to I content creation tools, IT has transformed the entertainment industry, providing users with endless entertainment of maled Services (ITeS) refer to the outsourcing of business processes to third-party service providers : Bihfomation technology. These services leverage IT to deliver various business functions efficiently bro, **tvely. These services offer lots of different job options, like working in call centres, handling I ; 1.22 Bing deliveries, processing money claims, and more. ITeS means using technology to outsource ‘vers many areas like finance, healthcare, and admin work.© Information Technology 9 ‘These tech-enabled services help cut costs and improve service quality. Internet Providers aim to help businesses sell to each other online. !TeS combines lots of services into one system for users. This includes things like medical transcription, customer service, data entry, software development, and more. One of the most prominent segments of ITeS is Business Process Outsourcing (BPO) services, Business Process Outsourcing (BPO) involves contracting specific business tasks or processes to external service providers, allowing organizations to focus on their core competencies while reducing costs and improving efficiency. BPO services can be categorized into two main types, which are as follows: Back-office processes typically involve administrative preresited entry, payroll processi Outsourcing Front-office processes are customer-facin, 2 oe support, sales, and marketing. Outsourcis x helps organizations enhance customer 1. Outsourcing allows companies to access skilled labour at lower costs compared to in-house operations, particularly in Tegions with lower labour costs, Providers, organizations « on their core competencies. objectives, oe BPO services offer scalability, businesses to scale operations up or down, according to fluctuating dem: ‘and without incurring significant overhead costs, allowingIntroduction to IT and ITeS, BPO services ©) ) Write the full forms of the following: : 2. MoS ingtht ee le ; 4. BPO 1 ; Y a global leader in the Business process Management (BPM) industry, also known as the s Process Outsourcing (BPO) industry. With its ‘orce, advanced technological infrastructure, ble business environment, India has become he preferred destination for outsourcing business Brocesses from around the world EEE ion of the BPM Industry in India re { industry in India has experienced rapid growth tion over the past few decades, driven by tors such as: meta Pedal tty sis o large pool of welleducated, English- Outsourcing business processes to India offers oking professionals with expertise in fields such significant cost savings for international companies counting, customer service, IT, and due to lower labour costs compared to developed Fig. 1.3: BPM industry is growing. killed workforce provides a compe countries. This cost advantage has been a key in delivering high-quality BPM services to driver of India's attractiveness as an outsourcing clients destination. Bac) erate eeu atid slo hos made substantial investments in developing "echnological infrastructure, including robust ‘Ommunications networks, state-oftheart IT ites, ond advanced software solutions, This 1 ucture enables seamless communication and Sign raion between clients and service providers F* different geographies. Fig. 1.4: Technological infrastructure©) Information Technology 9 Indian software developers can work on projects for clients: Pees U RUC LOC tae ROTM e thea en eS Ea eae Ree) elec Ee Pee nea En CR CE Cac telecommunications infrastructure in place. This seamless ‘connectivity enhances product PETSITe Tere MOUS Coe ete Ceo Nat re) 1 Gite) Ve LIED CuD Tan The Indian government has implemented various The increasing globalization of businesses ‘and t policies and initiatives to promote the growth of the growing demand for specialized services have BPM industry, including tax incentives, favourable the expansion of the BPM industry in India, Co regulatory frameworks, and initiatives to enhance worldwide are seeking efficient and costeffectve the skills and capabilites of the workforce. For solutions to streamline their business processes. ‘example, the National Policy on Software Products remain competitive in the market, (2019) introduced by the Government of India aims to support the growth of the software product industry, which includes aspects relevant to the BPM sector. Know More »>>>>> Bengaluru (Bangalore) is often considered the largest hub for Business Process Management (BPM) in. India. It hosts numerous BPM companies ond has a significant presence in the global outsourcing mar However, cities like Hyderabad, Chennai, and Pune also have substantial BPM indus! Structure of the IT-BPM Industry The IT-BPM industry encompasses a wide range of services beyond traditional BPO, including IT out software development, research and development (R&D), and consulting services, Let us explore the components of the IT-BPM industry structure. Se RadicConsulting firms offer adviso management. know MOre »>>>>> ~ Infosy servi Sector Focus: This refers to the specific Industries or sectors that the organization serves, such as healthcare, finance, or retail. Service Offering: Organizations differ in the types and range of services they provide, Some may offer a broad spectrum of services, while lothers specialize in specific areas. Geographic Presence: This indicates the igeographical spread of an organization's Sperations, including its headquarter’s location and the regions where it has offices or clients. Operational Scale: This pertains to the Size of the organization in terms of revenue, Workforce, and market presence. lin this framework, there are three main ories of organizations, which are as follows: Multinational Companies (MNCs): These ®mpanies have their headquarters located utside India but operate globally, including dia. They ‘ i iia. They serve clients from various Duntries, dian Service Providers (ISPs): ISPS reinated in India and may have their ;2cquarters there. While some ISPs serve lients wy , "ts Worldwide, others focus solely on the dian market, In addition to the core segments me ancillary services such as quality as management, and data analytics, Introduction to IT and ITeS, BPO services ©) skilled labour at inhouse operations growth due to its lar; including robust oftheart IT facilities. and 1 3. telecommunications © A. skills "gic objectives. This may include services such as ion, technology strategy, and organizational change ominent example in all the services mentioned. As one of the largest IT and related companies globally, Infosys offers a wide range of services including application development, maintenance, infrastructure management, system integration, BPM services, and IT consulting. T:BPM industry encompasses organizations that vary in their focus and scope of operations. These izations can be categorized based on different criteria, which are as follows: Fill in the blanks. « improve efficiency and aehions eres help clients optnie thelr business procenea business analysis, process optimizati ntioned above, the IT-BPM industry also includes surance, training and development, project One of the benefits of BPO services is that outsourcing allows companies fo access costs compared to ge pool of 3. India has made substantial investments in developing its technological infrastructure, networks and state- | 2. welleducated, English-speaking 2. India’s BPM industry has experienced rapid professionals with expertise in various fields. 4, The Indian government has implemented various policies and initiatives to promote the growth of the BPM industry, including tax incentives i of thepanlirnaiaimiabainaaeli Aaataa chien ie niall ae | « » Information Technology 9 + Global In-house Centres (GICs): GICs are establ eect internal needs of their parent companies. They do not of Supporting the operations of the parent company. Je according to thet Unlgt esa This classification allows organizations to tailor their sree adtecte oan neatan inten objectives, whether it is serving global clients, focusing on specifi operations for multinational corporations. hed by multinational corporations to serve the ‘ to external clients but focus gy ithin the industry are common, enabli Collaboration and partnerships between different players within eae cae ne the delivery of integrated solutions and value-added services to clien 57a PU aT oTTE UT Mite Uo ACT AVA ALU ite Information Technology (IT) has permeated virtually every aspect of giere eeas rea th way we live, work, communicate, and interact with the world around us. In this chapter, exp Home Computing and Everyday Life Information technology (IT) has become an integral part of our daily lives, providing us with various and technologies to enhance productivity, communication, and entertainment. In home computin applications of IT include using personal computers (PCs) and laptops : for tasks like browsing the internet, sending emails, creating documents, ~®@. watching videos, and playing games. Additionally, smartphones and tablets have become essential for communication, social networking, Productivity, and entertainment, thanks to the wide range of apps and services they offer: Smart home technology, another aspect of IT, consists of devices such as smart thermostats, lighting, security cameras, and appliances, which offer convenience, energy efficiency, Capabilities. Furthermore, e-commerce and online shopy Provide the convenience of shopping from home, with s Processing and doorstep delivery services, and remote-control ping platforms ecure payment Library and Education“educational Software and Tools: Edy, B Management Stay (LMs) a ke Moodle serve as Learning assessments, and facilitate : ze course material condues js SMART Boards, allow for engaging elas atin, nd teachers. Interactive whiteboards, such Educational games like Prodigy Math m, ie ran ons and collaborative learning experiences, math skills while playing games, “ractive, helping students improve their se a Blays a central role in modern worl , lay places and business operations, enabling organizations to streamline es, improve efficiency, and drive j i SS P cy, tive innovation. Key applications of IT in the workplace and business are business processes such as finance yurces, inventory management, and supply chain a latform seamless coordination and dats. se io ar OOS aR CRM software helps businesses manage customer interactions, track sales leads, automate marketing campaigns, and analyze customer data to enhance customer satisfaction and loyalty. IT tools such as email, video conferencing instant messaging and management software facilitate collaboration and communi teams, and stakeholders, I ennenren nalytics and Business | 24 analytics and business intelligence (BI) tools enable organizations to analyze ote large volumes of data, gain insights into market trends and customer behaviour, and e . ao make informed business decisions. rtainment and Communication is revolutionized the entertainment industry and transformed the way we communicate and connect others. Key applications of IT in entertainment and communication are as follows: on-demand access to 2 of content, anytime, Social media platforms enable users to connect, share, and interact with Mediaand | friends, family, and communities pine worldwide through text, photos, Videos, and live streams. il, instant TT tools such as email, a messaging, voice and video calling, in social messaging apps facil time communication and ¢ across distances.©) Information Technology 9 Science, Engineering, and Healthcare 4 novation, and healthcare IT plays a critical role in advancing scientific research, engineering in! Aelive ‘ applications of IT in sci driving discoveries, improvements, and efficiencies in these fields. Key app) ience, engineering, and healthcare include: * Scientific Computing and Simulation: High-performance computing (HPC) systems and simulation software enable scientists and engineers to model complex phenomena, conduct virtual experiments, and analyse large datasets for research and development purposes. Fig. 1.7: Simulated laboratories Know More »>>>>> One specific example of a supercomputer used for scientific computing and simulation in climate reseor the ‘Summit’ supercomputer located at the Oak Ridge National Laboratory in the United States. Flectronic Health Records (EHR) Systems: EHR systems di clinical workflows, improve patient care coordination, decision-making. igitize patient health records, streamlin and enhance healthcare data analytics and Medical Imaging and Diagnostics: IT-enabl ‘medical imaging technologies such as Xray, MR Scan, and ultrasound provide detailed vist of internal anatomy and pathology for diagn treatment planning, and monitoring. Telemedicine and Remi Platforms and Temote mi jonitoring device healthcare providers to deliver sea itoring services increasing access to healthca re disparities, healthcar IT ie ree spies Sectors such as banking, insuray t enabling automation, digitization, and im ince, marketing, and government as follows: Le i ervice deli i ice delivery, Key applications of ITinIntroduction to IT and ITeS, BPO se ices © nking and Financial gine Banking € Online banking ser ie pobile banking Pace digital payment ap ns offer convenient a sre access to banking $ ey nd se ices sucl as account vement, fund transfers, Por ments, and investment v actions. In today's actic trans: niking system, computers are tal, handling every operation digitally. Customer data nd transactions, including ecurring deposits (¢-RD), fixed deposits (e-FD), and money transfers (NEFT, RTGS), are all managed ectronically: Online platforms offer services for capital market transactions and financial analysis. Furthermore, bank customers rely on Automated Teller Machines (ATMs) for cash deposits, withdrawals, ind checking their account balances, Fig. 1.9: Tin banking Insurance Claims Processing: IT systems and software automate insurance claims processing, speeding p claim settlement, reducing errors, and enhancing customer service, + Digital Marketing and Advertising: Digital marketing channels such as websites, social media, search engines, email, and mobile apps enable targeted advertising, personalized messaging, and performance tracking for businesses, + E-Government Services: E-government portals and online services provide citizens with convenient access to government information, forms, applications, and transactions, streamlining interactions with government agencies and improving service delivery and transparency. Some notable examples are: NeGP offers a wide range of online services such as applying for government documents, paying utility bills, filing taxes, and accessing information about government schemes. d their ‘ents, such as Andhra Pradesh and Telangana, have implemente eG initiatives like the MeeSeva portal, allowing citizens to access services such as land records, certificates, and bill payments online.Information Technology 9 7 © in o and diverse, spanning across various Sectors ang q are vast zi Loma, IT rnment services. Understa, In conclusion, the applications of care, and gove! Nin, nN ‘ ness, healthc at teat 8th Re Co RES cca ea society is essential for individuals, organizations, ang yoy. *h 50 spects 0 oma and impact of in diferent aspects fS0 ey ogress, harness its potential for innovation, growt Complete the following sentences: essential for communication, social 1. Smartphones and tablets have become a 2. Elearning platforms and online courses offer flexible and ee 3. Online gaming platforms and multiplayer games allow players to compete, 4. EHR systems digitize patient health records, streamline clinical workflows, 5. Customer data and transactions, including recurring deposits (eRD), GLOSSARY + IT (Information Technology): Utilization of co retrieve, transmit, and manipulate data 'mputer systems, software, and networks to + ITeS (IT-enabled Services): Outsourci ing of business processes to third- information technology Processes to third-party service p BPM (Business Process Managemen processes CRM (Customer Relationship Man, relationshipsIntroduction to IT and ITeS, BPO services ©) creating detailed 3D images of body car (computerized Axial Tomography): Imaging technique for parts ;netic Resonance Imaging); pi (Magnetic R nce Imaging): Technique for producing detailed images of internal organs ca (Clectrocardiogram): Test for monitoring the electrical activity of the heart ec (Electro-encephalography): Test for recording electrical activity in the brain yp infrastructure: The combination of hardware, software, network resources, and services required forthe existence, operation, and management of an enterprise IT environment outsourcing: The practice of contracting out certain business functions or processes to third-party service providers qelecommunications: The transmission of signals, messages, or data over a distance for the purpose of communication pigital Transformation; The integration of digital technology into all areas of a business, fundamentally changing how it operates and delivers value to customers Cloud Computing: The delivery of computing services—including servers, storage, databases, networking, software, and more—over the internet (the cloud) to offer faster innovation, flexible resources, and economies of scale Data Analytics: The process of examining raw data to draw conclusions about the information it contains, typically with the aid of specialized systems and software UPVC EEE Eee IT and ITes, including BPO services, are integral to modern society, impacting communication, education, business, entertainment, healthcare, and government services. encompasses hardware, software, networks, and data facilitating efficent data processing and storage, Applications of IT include communication through email and social media, e-learning ig in business. platforms in education, and inventory management and marketini ITeS leverages technology to outsource tasks, providing cost-effective solutions in various sectors like finance, healthcare, and administration. BPO services, including back-office and front-office outs: Costs, and improve customer satisfaction. ourcing, help streamline operations, reduce The Indian BPM industry has flourished due to a skilled workforce, cost-effectiveness, technological Infrastructure, and government support. Collaboration and partnerships within the IT-BPM industry enable the delivery of integrated Solutions to clients. 'T applications extend to home computing, education, Sommunication, workplace efficiency, entertainment, and©) Information Technology 9 ‘Teacher Practice Classroom Content Transaction Assessment of Students Library Management St Answers: 1. B. Short Answer Questions (50 Words) He 2. Example . Assessment of Students: IT enables online . Library Management: IT automates lib .c research, engineering innovation, healthcare delivery, Dang IT plays a critical role in scientific agile en insurance, marketing, and governmé “— « like Digital India and Aadhaar enhance e-government ser, i n initiatives it Digital transformatioy + information and transactions. and citizen access to governmen ible acct ‘Advanced diagnostic machines, such as CAT scans, MRIS, and ECGs, enable accurate medica) diagnoses and treatment planning. Different diagnostic machines serve specific puree ae digital impressions of organs, and monitoring heart activity. professionals and the use of advanced ICT machinery enhany such as creating 3D images, Providing Collaboration between healthcare patient care and outcomes. Understanding the role of IT and ICT-enabled services is crucial for leveraging technology for innovation, growth, and social progress in various sectors. tudent Record Management Classroom Content Transaction: Teachers use Learning Management Systems (LMS) to sha materials like presentations and videos with students, allowing for easy access and exchan educational content. Quizzes and tests, helping teachers track and provide timely feedback for personalized learning experiences rary tasks such as cataloguing and circulation Management Systems (LMS), Providing online access to digi maine digital collections and str Student Record Management: Student Record Management 5, ‘ records of academic achievements and attendance, simp yee mes generating analytical reports for decision-making, administrating What do you understand by the term IT and 1Te5? What are the pros and cons of using ICT?Introduction to IT and ITeS, BPO services © Hynat precautions are required to ensure that ICT use is safe? iypat are the four main sub-sectors in the IT-BPM industry? Igive examples o pow is IT U tare the various processes of education where IT is used? fuse of IT in everyday life. sed in libraries? Wha ypc software are used in digital communication? at purpose is IT used in business? ,re the prominent areas where IT is used in science and engineering? [jst the various uses of Tin a banking system. Which are the different areas of healthcare where IT is used? And how? List any five websites of the Indian government which provide IT-enabled Services to the people. ers rand (Tes refer to Information Technology and IT-enabled Services, which involve using computers land technology to process, store, and transmit data, as well as outsourcing business processes to third- party service providers using information technology. Pros of using ICT include improved communication, access to information, and efficiency, while cons digital divide issues, and reliance on technology. strong passwords, avoiding sharing personal information and keeping software and antivirus programs may include privacy concerns, Precautions for safe ICT use include using nline, being cautious of scams and phishing attempts, pdated. four main sub-sectors in the IT-BPM industry are IT services, gineering and R&D services. life include online shopping, social media networking, BPM services, software products, and amples of IT use in everyday mobile banking, treaming services, and navigation apps: isused in libraries for tasks like cataloguing books, managing library databases, and providing online access to digital resources. automating check-in id check-out processes, Is used in various education progesses'such as e-learning platforms, digital contenticreation, online ‘and educational software for interactive learning, es email clients like Gmail, instant messaging apps like and social media platforms like Facebook. essments, virtual classrooms, gital communication software includ ats App, video conferencing tools like Zoom, is used in business for tasks like managing customer relationships (CRM), , and data analysis for decision-making. ions, data analysis, CAD/CAM joration tools for research teams. financial transactions, ntory management, marketin} is used in science and engineering for scientific computing, simulati ftware for design and manufacturing, and ‘communication and collab banking systems, IT is used for online banking, digital payment systems, 's), core banking software, and fraud detection systems. Automated Teller Machines©) ‘nformation Technology 9 , rds (EHR), telemedicine, medical ima 12. ITis used in healthcare for Electronic Health Reco! i ng ang diagnostics, remote patient monitoring, and healthcare analytics for improving patient Cate ang operational efficiency. 13. Websites of the Indian government providing IT-enabled Ses oe India (itag [Link]), National e-Governance Plan ([Link]), Aadhaar (ui a ae TMeNt Services (egovernment gown), and Ministry of Electronics and Information Technology (meitygoxiny oe A. Multiple Choice Questions 1. Which of the following is not a key component of Information Technology (IT)? (a) Hardware (b) Software (©) Networks (4) Documents 2. Which of the sectors below benefit(s) from IT-enabled Services (ITeS)? (@) Education (b) Entertainment (© Business (d) Allofthese 3. Business Process Outsourcing (BPO) typically involves outsourcing which of the following | processes? (@) Customer service (b) Product development (0) Sales strategy (4) Manufacturing 4. What is one of the benefits of BPO services? (@) Increased operational complexity (b) Higher in-house costs (©) Access to skilled labour atlower costs _() Decreased productivity 5. Which country has emerged as a global leader in the BPM industry? (@) Finland (b) India (©) Australia (4) United states 6. Whatis a characteristic of back-office outsourcing? (a) Customer-facing activities (6) Administrative and support fun (©) Sales and marketing (d@) Product development 7. Which Indian company is mentioned whieh asan example inall the services mentioned in th indus (a) Google (©) Infosys (©) Amazon (@) Microsoft