Applications of IT in ITeS Industry

Technological development has revolutionised our everyday life to a great extent It has led to the emergence of a new global economy. Technology has virtually transformed the world into a global village With a click of a button, you can find any information you want.

Let us consider a few situations:

  • You are out on a family vacation and have test your way to your hotel. What would you do? ‘Google Maps comes to the rescue. You can launch the Google Maps app on your phone, and navigate easily through the unfamiliar location.
  • You want the latest information for your project on health and nutrition From where would you get it? in this situation, the internet will help you gather the required information.
  • You wish to but binoculars to go for birdwatching with your friends, a few clicks on an online shopping website, and you get them delivered at your doorstep.

Can you imagine life without networking, where there is no phone no radio, and no television? No, you cannot Today, being in the information era, technology has a great impact on our daily lives from working to socialising and learning to playing.

The digital age has transformed the way young people communicate, seek help, access information, and learn. Nowadays, technology has become an integral part of our everyday life.

ICT is an acronym for Information and Communication Technology it refers to all the devices, networking components, applications, and systems that allow people and organisations to interact with the digital world ICT comprises all communication technologies, such as the internet, mobile phones, satellite communication, wireless networks, etc.

UNESCO (2009) defined the term “ICT” as “The system of technologies, tools, and devices that are used to transmit, process, store, create, display, share, or exchange information by electronic means”

Information Technology

Information Technology (IT) has changed everything over the years. Nowadays, IT refers to the use of computers and other resources to create, store, manage, and exchange all kinds of information It is an essential and tightly integrated part of every business today .

IT has multiple benefits for a business, such as:

  • Helps to reach more potential customers
  • Provides better service to customers
  • Allows customers to provide feedback to improve the business
  • Reduces costs and improves efficiency
  • Streamlines and reorganises operations
  • Maximises profit and minimises waste
  • Sustains better relations with key associates

Information Technology Enabled Services (ITS)

As the name suggests, the services enabled by the use of information Technology can be termed as ITeS. These services improve the efficiency of an organisation and help in reducing cost.

In simple terms, ITeS is a type of outsource service that involves the use of IT. These can be Human Resource, Insurance, Finance and Banking, or Telecommunication services, etc. The most common examples of ITeS that you come across in your day-to-day life are call centres, back-offices, content development, and logistics management.

For each ITeS service, there are two things involved:

  • Technology that enables the service
  • A communication device

The combination of the correct technology and communication channel results into very high degrees of improvement in the service quality.

Let us discuss a few most common IT enabled services:

Call Centre

It is a service centre to provide information and support to a customer It has trained consultants, high- quality telecom facilities, access to the internet, and other online information

A large number of telephone calls are received and transmitted by trained customer service representatives. A typical call centre functions as follows:

  • A customer uses a contact number (usually a toll-free number) that is connected to a customer support centre.
  • When a call reaches the call centre, a trained Customer service representative answers the Customer.
  • To make sure that the highest standards of customer service are delivered, the IT experts create the technology to support the call centre.
  • With the increase in world-wide connectivity, it makes no difference whether the call centre is located in the local city of the customer or anywhere else in the world.

Business Process Outsourcing (BPO)

Business Process Outsourcing (BPO) is a practice of outsourcing a part of a business to another organisation that is an expert in handling such kind of processes. The two organizations can be in entirely different parts of the world in India, BPO industry is highly organised and hence various kinds of jobs are outsourced here.

BPO is often divided into two main types of services – back office and front office Back office services include processes, such as billing or purchasing Front office services pertain to the support provided to its customers, such as marketing and technical support. Other BPO services are as follows:

Transaction and Payment Processing services:

  • Document Management services
  • Order Management services
  • Accounts Management services
  • Technical Support services
  • Tele-marketing services
  • Customer Support services
  • Healthcare services
  • Legal Process Outsourcing services
  • E-publishing and Web Promotion services

Business Process Management (BPM)

BPM is a discipline in operations management. It is used as an ongoing process that focuses on developing new processes and improving corporate performance by managing business processes. A combinatige of methods used to manage a company’s business processes is BPM. BPM is considered the bridge between information technology (IT) and business.

IT-BPM sector is contributing 8% to India’s GDP and exports. The growth of this sector has provided India huge economic and social benefits including employment, raising income levels, and promoting exports.

It has placed India on the world map with an image of a technologically advanced and knowledge-based economy. In the last decade, this industry has doubled in terms of its revenue. BPM service industry is doing outstandingly well in India because of the following advantages:

  • Finest and high-quality services are delivered through the state-of-the-art hardware and software It requires a huge amount of investment to ensure superior grade service delivery.
  • Government of India is also boosting the BPM industry by providing the required infrastructure and logistical support.

Structure of the IT-BPM Industry

The companies within the IT BPM industry are classified on the basis of the following parameters:

  • The area to which the company is serving
  • The type of services the company is providing
  • The geographical reach of the company
  • Scope of operations and profit earned by the company

Multinational Companies (MNCs):- A multinational corporation is a corporate organisation that owns or

controls the production of goods or services in at least one country other than its home country. They operate in multiple locations worldwide. The two main characteristics of MNCs are:

  • Their large size
  • Their worldwide activities are centrally controlled by the parent companies

Indian Service Providers (ISPs):- ISPs initially began their operations in India. Most of these companies have their control centres in India while having workplaces at many international locations.

Global In-house Centres (GIC):- GIC organisations work for their parent organisation only and do not function for external clients The Indian Global In-house Centre, or GIC, has evolved significantly over the last 20 years.

These organisations were originally known as captive centres. GICs are offshore centres that perform specific functions for large organisations. There are about 1.100 GICs in India that employ at least 9,00,000 individuals. Further hiring in GICs is expected in areas, like cyber security, analytics, and digital innovations.

Applications of IT

Every aspect of our daily routine has altered with the advent of IT. It helps to improve the quality of our lives, by giving us easy access to information as well as a large number of products and services IT has transformed the way we live, the way we work, the way we conduct business, and the way we communicate with each other Although, these services provide us with innumerable benefits, it also makes us susceptible to various cyber threats Thus, it is our responsibility to take precautions while using these services to keep ourselves safe from cybercrimes.

IT in Home and Everyday Life

IT facilitates access to various services and technologies in our day-to-day lives. With its increasing importance, IT literacy has become a functional requirement to ease our lives. The World Wide Web has made it possible to search for information on varied issues, such as education, health and nutrition, current affairs, social aspects, finance, and many other important issues. Some of the ways we use IT in our everyday lives are:

  • We use online services to pay our utility bills, like the telephone bill, electricity bill, gas bill, water s mobile bill, etc.
  • We read online newspapers and stay updated. Now, we do not have to wait for the next day to what happened a day before. Online news services provide news that is instantly and continue updated.
  • We watch entertainment programs on the internet.
  • We play online and offline games on our smartphones and PCs.
  • We get connected with our family, relatives, and friends even if we are geographically at desae locations using e-mail, social media, video calling, etc..
  • We do online shopping to buy products, such as vegetables, groceries, cosmetics, clothes, mediones electronic devices like air conditioners, laptops, etc. You can buy almost everything online.
  • We can book hotels, flights, railways tickets, and movie tickets online.
  • We can get any type of information instantly by searching on the internet. Some commonly search engines are Google, Bing, Yahoo, etc.
  • Information technology plays a pivotal role in education and learning. It allows students resources and information with the click of a button. Students also access various educational videos available on the internet for the clarity of concept.

IT in Education Sector

Information technology has the ability of speeding up information delivery, and this ability can be used in improving our education environment. With the implementation of information technology, costs of accessing educational material are cut down, and it makes it easy for students to learn from anywhere To reduce the level of illiteracy, it is very important to make education accessible at any time to anyone.

New technologies are changing the way of teaching and learning Computers and information technolog are extensively used in education for teaching-learning and assessment. Both teachers and students are using these new educational technologies to achieve specific academic goals.

The software and hardware technology is used for designing and broadcasting information to the learners in various forms including audio, video, still pictures, and animation.

Some of the uses of information technology in education sector are:

Educational Resources

Information technology makes it easy to access academic information at any time. A variety of teaching resources are available for teachers to teach in a better way. Both students and teachers use information technology to acquire and exchange educational material. Online assessments help to evaluate the students without bias. Teachers can easily provide visual and audio classes to their students using computers and the internet.

This breaks the boundaries of accessing information, for example, a student can attend a lecture while not being physically present in the classroom. Also, teachers can assign tasks to students via e-mails or campus educational forums.

There is a collection of free and paid online services and apps, like YouTube, Kindle books, G Suite for Education, Khan Academy, and Code org available for teachers as well as students, which provide a lot of useful study material.

Online Learning

in the past, learning was limited to a physical classroom, students and teachers could only access academic information while at school. Today, all that has changed and a student can access information at any given time of the day.

You can also contact a teacher or a trainer via the internet to use WBT (Web based Training) Various educational videos can also be accessed through YouTube and other platforms The geographical location of a student is not at all a matter of concern now Information technology has facilitated online education, so a student in India can study the same course as a student in USA or Europe Moreover, when it comes to getting employment, all these students will have the chance to compete for the same job.

Application in Classroom

There are many ways in which IT is used for education in the classroom, such as:

  • Collecting educational information from the internet
  • Online group discussions with students/educators present in another physical location via video conferencing
  • Smart board presentations
  • Using Audio-Visual aids for teaching
  • Education by means of educational games

Use of Audio-Visual Teaching Aids

Information technology has changed the way we learn and interpret information. The use of audio-visual aids helps students learn faster and easily When an educator explains a subject through pictures, animations, and audio-visuals, it makes students understand the topic easily.

Visual presentations using projectors help the students remember the concept better. Our brain tends to remember visual illustrations more easily than text.

Learning Management System (LMS)

A Learning Management System (LMS) is a software application or Web-based technology used to plan, implement, and assess a specific learning process.

  • Learning-It is used to deliver education courses or training programs
  • Management It helps to organise these courses (create them, change them, assign them to students, grade them, etc.)
  • System-It refers to the software

LMS lets you create E-learning content (lessons), organise it into courses, delivers the content to the students through an interface, and enrolls them to the said courses. It finally monitors and assesses their performance (attendance, grades, etc.) upon completion of the course.

An LMS is the engine that powers E-learning. It consists of two separate parts:

  • A server component that performs the core functionality (creating, managing, and delivering cour authenticating users, serving data and notifications, etc.)
  • A user interface that runs inside your browser as a web (like Gmail or Facebook), that is used administrators, instructors, and students

IT at Workplace

IT facilitates innovation, creative expression, time management, work efficiency, and effective management at workplace. IT has become an integral part of every workplace because it provides c effectiveness, enhanced satisfaction, faster and simpler execution of work, rapid responses, and easier operational procedures. Some of the benefits of IT at offices are:

  • It improves communication within the workplace and with the customers.
  • It makes every employee’s job easier and more efficient.
  • It helps employers by increasing productivity.
  • It increases speed and accuracy of many work processes, which improves overall work efficiency
  • Documents can be written and edited more quickly using a word processing program.
  • Recording, calculations, comparison, and analysis of data can be easily and accurately done using a spreadsheet program + Databases are used to store large quantities of data related to personnel, inventory, customen.
  • sales, accounts, logistics, etc.
  • The process of screening, recruiting, and hiring new employees has become highly improved with the use of IT.

IT in Library

IT is used in libraries to record library activities, operations and various other library services. The functioning of a library is majorly benefited by the use of IT for collection, processing, storage, retrieval and dissemination of recorded information.

The use of new technologies like, Word Processing, Text Editing, Character Recognition, Voice Recognition, Electronic Publishing, CD-ROM, Electronic Data Processing, Database Management System, E-mail, etc have rapidly transformed the libraries from conventional methods.

IT in Business and Marketing

IT facilitates E-commerce which includes marketing, product browsing, shopping, and processing orders Business communications through e-mail, video conferencing, and mobiles enable people to work from anywhere. Documents can be shared instantly, and decisions can also be taken quickly.

Some information technology tools that are used to reach out to people across the world are:

  • Blogging
  • Computerised presentations
  • Customer Relationship Management (CRM) systems
  • E-mail communication
  • Graphic Design software
  • You Busin
  • Websites
  • Social media


E-commerce refers to the activity of buying or selling of products through the internet. E-commerce or online shopping allows users to search and compare various products and services, which they can buy at competitive prices. The products are delivered right at their doorstep, thus saving time and money .E-commerce offers a range of products from home appliances, apparel, toys, and electronics.

IT in Banking

E-banking refers to a method of banking in which a customer conducts transactions through the internet it has enabled people to conveniently and quickly conduct their financial transactions online These days, every traditional service that a local bank directly provides is available online.

Online banking has facilitated the networking of banks and other financial institutions, resulting in saving time, effort, and money Transferring money between accounts using IMPS, RTGS, and NEFT, viewing account details, opening fixed deposit accounts as well as making online payments for products and services can be done at a click of the mouse Withdrawing money at any time through ATMs (Automated Teller Machine) is also possible because of the use of IT.

The use of technology in banking is the backbone of society today Millions make use of this service daily to manage their finances Most businesses also use this feature to pay their employees and to transfer money Additionally, banking systems do their best to ensure there are firewalls and limits in place, to reject any Curious hacker The following are the examples where IT is used in the banking sector:

  • Online Banking
  • ATMS Banking apps
  • Tele-banking
  • Debit and Credit Cards

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