uniqueness of applications. The ICT vendors must see the CIO as
N = 1 as well. Vendors cannot be delivering the same products and
solutions they provide to other big and small manufacturers. Ven-
dors are reluctant to recognize this emerging reality.
For example, let us consider the ServiceTech business unit of
the $3 billion TVS Group in India. Its business model is about
providing after-sales service support in India to various electron-
ics products such as cell phones, laptops, and credit card readers of
leading multinational brands such as Lenovo, Dell, Ericsson, and
Nokia. In addition to its own retail outlets for service, TVS lever-
ages its relationship ...