Application Led Outsourcing |
The total services spend on application led outsourcing within the external services IT spend for the latest budget year. Application led outsourcing includes services related to the development and management of Business Application/Software.
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Application Development and Maintenance |
The total services spend on application development and maintenance within the application led outsourcing external budget for the latest budget year. The development; modification and/or maintenance of a new or existing custom application. To also include the modification and/or maintenance of prepackaged applications.
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Application Hosting |
The total services spend on application hosting within the application led outsourcing external budget for the latest budget year. The running and management of applications owned either by the enterprise or the service provider, hosted at the service provider’s datacenter. The service provider may host the applications either on shared data centers (hosting applications for more than one customer) or private data centers (hosting applications specific to a customer accessed via private network connections).
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Application Management |
The total services spend on application budget within the application led outsourcing external budget for the latest budget year. The day-to-day management, support, planning, and maintenance of custom or packaged software applications licensed by the customer. The service provider remotely manages the applications hosted either at the customers datacenter or at an infrastructure service providers datacenter, if any.
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Application Testing / Quality Management |
The total services spend on application testing / quality management within the application led outsourcing external budget for the latest budget year. A service providers responsibility includes the validation and testing of new, existing or modified application(s). Testing ensures that the software application meets the business and technical requirements of the client. The service provider will test the application for security, operability and durability.
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Infrastructure Led Outsourcing |
The total services spend on infrastructure led outsourcing within the external services IT spend for the latest budget year. Infrastructure led outsourcing includes services related to the management of Hardware resources including but not limited to Datacenters, storage and servers.
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Business Continuity / Disaster Recovery |
The total services spend on business continuity / disaster recovery within the infrastructure led outsourcing budget for the latest budget year. Providing services to ensure continued operations in the aftermath of a catastrophic natural disaster or national emergency. Services may include restoring servers or mainframes with backups, re-establishing connectivity or provisioning networks to meet immediate business needs.
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Co-location Services |
The total services spend on co-location services within the infrastructure led outsourcing budget for the latest budget year. The services provider will rent out space in its data center in which customers can install their servers and networking equipments. The services provider will also provide the power, bandwidth, IP address and cooling systems that the customer will require in order to successfully deploy and run their equipments.
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Data Center Outsourcing |
The total services spend on data center outsourcing within the infrastructure led outsourcing budget for the latest budget year. A service provider acquires and manages a client’s physical data center(s) and provides the day-to-day running of servers; mainframes; networks and storage. The service provider also optimizes and enhances the service delivery and maintains the agreed levels of service.
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Hardware Integration |
The total services spend on hardware integration within the infrastructure led outsourcing budget for the latest budget year. The installation and integration of printers; storage devices; servers; desktops; workstations and mainframes.
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Infrastructure Hosting |
The total services spend on infrastructure hosting within the infrastructure led outsourcing budget for the latest budget year. A service provider will host in its own data centers, a customer’s own assets or rent to a customer, servers, mainframes, storage, and network devices, providing associated disaster recovery; network; and security services.
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Infrastructure Management |
The total services spend on infrastructure management within the infrastructure led outsourcing budget for the latest budget year. Providing services for the continued management, operation, and availability of an organization’s IT infrastructure, consisting of hardware; software and network resources. The infrastructure is remotely managed and the performance is measured against agreed service level agreements.
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Infrastructure Testing |
The total services spend on infrastructure testing within the infrastructure led outsourcing budget for the latest budget year. Services provided include the validation of the suitability; availability and performance of a client’s existing or newly deployed IT infrastructure to meet the stated business and technical requirements of the client. Typically services are contracted where clients look to deploy changes such as data center consolidation; virtualization and technology upgrades.
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Server Management |
The total services spend on server management within the infrastructure led outsourcing budget for the latest budget year. The service provider is responsible for the day-to-day monitoring; operations; availability; maintenance and support of the client’s servers.
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Storage Services |
The total services spend on storage services within the infrastructure led outsourcing budget for the latest budget year. The service provider is responsible for the maintenance; capacity planning; deployment; backup; archive and retrieval, and management of offline and online storage systems and networks. Services may be delivered on-site in customer data centers, or through a service provider or third-party remotely hosted site.
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Network Services |
The total services spend on network services within the total External Services IT spend for the latest budget year. Network Services by Service Type include the actual services (network consulting, network infrastructure, network integration and network management) provided for deployment and management of the data network of an enterprise. An alternative perspective on this spend is to consider Network Services by Function Type, which is described on the following page. Note Network Services by Service Type and Network Services by Function Type are alternative views on the same spend, not to be aggregated.
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Network Consulting |
The total services spend on network consulting services within the network services budget for the latest budget year. Services provided include the planning; specification; and design of network; architectures and roadmaps/plans. Services are similar to IT consulting but incorporates services with respect to the development of Network/LAN/WAN.
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Network Infrastructure |
The total services spend on network infrastructure within the network services budget for the latest budget year. Services provided include the deployment of network hardware infrastructure like small cells deployments, Router deployments, LAN/WAN Switches, Gateways. Services provided lack the integration, management and maintenance of network.
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Network Integration |
The total services spend on network integration within the network services budget for the latest budget year. The Service provider is responsible for the planning and development of voice; mobile and data networks. Services to be provided include installation; configuration; Network related software development; testing; staging; project management and security implementation activities. Network technologies comprise: computer network infrastructure equipment; data communications equipment; remote access equipment; LAN/WAN switches and routers; network interface cards and software-defined network infrastructure.
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Network Management |
The total services spend on network management within the network services budget for the latest budget year. The Service provider is responsible for the installation and day-to-day management of network tools as well as the integration and management of private Wide-Area Networks (WAN) and Local Area Networks (LAN). The service provider will also assist with fault isolation and resolution which will optimize the efficiency of networks and avoid downtime. The service provider also installs and configures the system; manages network software upgrades; hardware upgrades and user management on the network.
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Local Area Network (LAN) |
The total services spend on local area network (LAN) within the network services budget for the latest budget year. Services provided for the deployment and management of Local-area network (LAN). Services provided include: Network consulting, Network integration, Network management, Network infrastructure. Local-area network (LAN) is a communications network that offers connectivity between users in geographically small and local networks. LAN is suitable for homes, businesses, and schools. They are typically owned, controlled and managed by a single enterprise. LANs are faster and secure than wide-area networks (WANs).
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Wide Area Network (WAN) |
The total services spend on wide area network (WAN) within the network services budget for the latest budget year. Services provided for the deployment and management of Wide-area network (WAN). Services provided include: Network consulting, Network integration, Network management, Network infrastructure. Wide-area network (WAN) is a communications network that offers connectivity between users in geographically dispersed areas, such as cities, states, nations. WANs are not owned by a single enterprise like LANs but exist under collective or distributed ownership and management. They offer a lower data transfer rate compared to LANs. WANs makes use of phone lines/dedicated communication lines.
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Public Network Services |
The total services spend on public network services within the network services budget for the latest budget year. Services provided for the deployment and management of Public Network. Services provided include: Network consulting, Network integration, Network management, Network infrastructure. A public network is a communications network that enables general public to access other networks or the Internet. These networks are prone to security risks as they don’t impose any restrictions/access rules like private networks.
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End User Services |
The total services spend on end user services spend within the total External Services IT spend for the latest budget year. End User Services involves support services provided to the end user who will ultimately be using an IT product or service.
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Content Services |
The total services spend on content services within the end user services budget for the latest budget year. Services provided include the creation, aggregation, management, personalization, and distribution of static and dynamic information via the Web and other networks.
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Desktop Management |
The total services spend on desktop management within the end user services budget for the latest budget year. The Service provider is responsible for the procurement; deployment; remote management and break/fix maintenance of IT assets (hardware and software); deskside support and network services. The service provider will provide support for desktop PCs and laptops as well as manage mobile devices such as tablets and smartphone to provide access to enterprise applications; network and data.
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Helpdesk Management |
The total services spend on helpdesk management within the end user services budget for the latest budget year. The Service provider acts as a first level support channel for the service desk and refers end-user enquiries to the relevant technical staff.
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Managed Print Services |
The total services spend on managed print services within the end user services budget for the latest budget year. The services provider will be responsible for the management of a client’s document output. The services provided include needs assessment, replacement of hardware (such as printers, fax machines, copiers and multifunction devices), replacement of parts and supplies needed to operate the new and/or existing hardware and provision of associated services.
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Managed Security Services |
The total services spend on managed security services within the end user services budget for the latest budget year. Services provided include the design; development; management and continuous operation of the client’s IT security systems. Services providers also manage all areas of IT security, including firewalls; content filtering; intrusion/threat detection; ID and access management; biometrics; and threat mitigation.
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Professional Services |
The total services spend on professional services within the end user services budget for the latest budget year. Services provided include migration of workload to new hardware systems; software systems and data centers. Services provider will also develop technical training programs for the client’s staff; provide project/program evaluation, and translation services.
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Service Desk |
The total services spend on the service desk within the end user services budget for the latest budget year. The Service desk provider acts as a central point of contact for reporting incidents and service requests; managing the escalation and resolution processes. The service desk provider is the single point of contact for all service provider; end-user and IT operations incidents. A service desk provider can also co-ordinate change management, problem management, configuration management, release and continuity management activities.
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Consulting and system integration |
The total services spend on consulting and system integration within the External Services IT spend for the latest budget year. Consulting involves helping organizations to improve their business performance or performance of their IT Assets, primarily through the analysis of organizational structure, IT Assets, existing organizational problems and the development of plans for improvement. System Integration includes the integration of various systems of an organization to achieve enhanced value via new functionalities by integrating functions of different systems.
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Automation Advisory |
The total services spend on automation advisory within the Consulting and system integration budget for the latest budget year. Services provided include the planning; specification and design of systems and processes for the sole purpose of automating people dependent tasks.
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Business Consulting |
The total services spend on business consulting within the Consulting and system integration budget for the latest budget year. Services provided include assisting client in developing business strategy; improving processes; business process re-engineering; capacity planning; and change management services.
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IT Consulting |
The total services spend on IT consulting within the Consulting and system integration budget for the latest budget year. Services provided include the planning; specification and design of systems; architectures; and infrastructures.
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Sourcing Advisory |
The total services spend on sourcing advisory within the Consulting and system integration budget for the latest budget year. Services provided typically focus on supporting a client through their outsourcing strategy, vendor selection and negotiation, vendor and process transition, contract specification. Services may extend to ongoing vendor and contract performance management.
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System integration |
The total services spend on system integration within the Consulting and system integration budget for the latest budget year. Services provided include linking together different computing systems and software applications physically or functionally, to act as a coordinated whole.
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Business Process Outsourcing |
The total services spend on business process outsourcing within the External Services IT spend for the latest budget year. Business Process Outsourcing involves the contracting of the operations and responsibilities of IT enabled non-primary business processes/activities of an enterprise to third party provider.
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Analytics / Business Intelligence |
The total services spend on analytics / business intelligence within the Business Process Outsourcing budget for the latest budget year. Analyzing client business data to help the client make better decisions. Services typically include the production of reports and client dashboards.
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Customer Relationship Management (CRM) BPO |
The total services spend on CRM within the Business Process Outsourcing budget for the latest budget year. Services involve customer-handling functions such as call and contact center services. Single or multi-channel inbound and outbound customer contact services include: Inbound and outbound agent-based voice; IVR; Inbound and outbound email handling; Inbound and outbound SMS; Webchat etc.
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Finance and Accounting (F&A) BPO |
The total services spend on F&A within the Business Process Outsourcing budget for the latest budget year. Services provided to support operations for the transactional and financial support functions of a client. Typical F&A BPO process outsourcing includes accounts payable and receivable; accounts reconciliation and reporting; purchase order processing and general ledger.
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Human Resources (HR) BPO |
The total services spend on HR within the Business Process Outsourcing budget for the latest budget year. Services provided to support the operation of HR shared services; Services include: recruitment; payroll; benefits administration; relocation and assignment services; and talent management/ workforce development.
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Industry-specific BPO |
The total services spend on industry-specific services within the Business Process Outsourcing budget for the latest budget year. Services provided are specific to the industry of the client such as patient administration; clinical data management for healthcare providers; insurance claims and transaction processing for insurance providers.
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Knowledge Process Outsourcing (KPO) |
The total services spend on Knowledge Process Outsourcing (KPO) within the Business Process Outsourcing budget for the latest budget year. Services provided include research and development; financial consultancy and services; business and technical analysis; business research; copy and content development.
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Legal Services Outsourcing |
The total services spend on legal services outsourcing within the Business Process Outsourcing budget for the latest budget year. Services provided to an organization obtaining legal support services from an outside law firm or legal support company. Services provided include agency work; document review; legal research; drafting of pleadings and briefs and patent services.
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Processing Services |
The total services spend on processing services within the Business Process Outsourcing budget for the latest budget year. The services provider will be responsible for the management of business process involving repetitive activities to process large volumes of similar information. Examples: claims processing (healthcare and insurance), check processing, consumer payment processing, payroll processing and electronic data processing.
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Procurement BPO |
The total services spend on procurement services within the Business Process Outsourcing budget for the latest budget year. The Service provider will be responsible for the sourcing and supply chain management activities for a client. The service provider will provide direct procurement services to manage all or part of the process for the procurement of goods and services that are core (Go into the manufacturer of goods or services) and non-core (for internal use) to an end user clients activities.
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Robotic Process Automation (RPA) |
The total services spend on RPA within the Business Process Outsourcing budget for the latest budget year. Providing technology and service solutions to automate processes and tasks ‘within an existing application environment’. Examples include the automation of business processes, IT support processes, workflow processes, remote infrastructure and back-office work.
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Cloud Services |
The total services spend on cloud services within the External Services IT spend for the latest budget year. Cloud Services includes the on-demand delivery of computing power, storage, applications, and other IT resources through a cloud services platform via the Internet with pay-as-you-go pricing.
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Business-Process-as-a-Service (BPaaS) |
The total services spend on BPaaS within the Cloud Services budget for the latest budget year. Provision of business process outsourcing (BPO) services sourced over the cloud. The services are highly standardized and automated and could be provided as SaaS, IaaS and Paas. Services are provided under Consumption based or subscription based pricing models.
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Desktop-as-a-Service (DaaS) / Workplace-as-a-Service (WaaS): |
The total services spend on DaaS and WaaS within the Cloud Services budget for the latest budget year. The provision of virtual desktop infrastructure (VDI) from a public cloud, private cloud or a service provider’s data centers. Services are provided under a pay-per-use pricing model.
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Infrastructure-as-a-Service (IaaS) |
The total services spend on IaaS within the Cloud Services budget for the latest budget year. The provision of compute resources complemented by storage resources; network resources owned and hosted by the service provider. These resources are virtualized. The services provider may deliver the managed services from its own datacenter(s) or may provide services around a third-party public cloud (such as Microsoft Azure; Rackspace Cloud or Amazon Web Services).
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Platform-as-a-Service (PaaS) |
The total services spend on PaaS within the Cloud Services budget for the latest budget year. The provision of cloud platform to develop, deploy, run, manage, and maintain applications, APIs or data assets. The services provider may deliver the managed services from its own datacenter(s) or may provide services around a third-party public cloud (such as Amazon Web Services, Rackspace Cloud or Microsoft Azure).
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Software-as-a-Service (SaaS) |
The total services spend on SaaS within the Cloud Services budget for the latest budget year. The provision of software over a cloud platform where the software is licensed on a subscription basis and managed by the service provider. Service providers may also deliver their own / third-party software (under license) and services from their own / third-party data centers as SaaS. Services provided will include customization; migration and on-boarding services.
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Ser - Digital Enterprise |
The total services spend on digital enterprise within the External Services IT spend for the latest budget year. Digital Enterprise involves transformation of business and organizational activities, processes, and competencies by leveraging digital technologies.
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Digital Transformation |
The total services spend on digital transformation within the Digital Enterprise budget for the latest budget year. Strategy and transformation consulting services, supporting senior business stakeholders such as CEOs; COOs; Chief marketing officers (CMOs) and other business leaders, to leverage digital technologies to enable innovation within their business and operating models. Specific capabilities include consulting services for digital strategy and transformation, digital operations, and digital customer experience.
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Enterprise Mobility |
The total services spend on enterprise mobility within the Digital Enterprise budget for the latest budget year. IT and process management services required by a company to acquire, provision and support smartphones, tablets and ruggedized field force devices with integrated cellular and/or wireless connectivity.
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Social Collaboration / Enterprise Social Networking |
The total services spend on social collaboration / enterprise social networking within the Digital Enterprise budget for the latest budget year. Modifications to corporate intranets (referred to as social intranets) and other software platforms used by large companies to support communication and collaboration processes
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Unified Communications and Collaboration |
The total services spend on unified communications and collaboration within the Digital Enterprise budget for the latest budget year. Services provided to integrate tools, process and people to achieve effective communications, agility and operational efficiency within an organization. Systems might include: Enterprise content management (ECM); e-mail and calendaring; Web conferencing; shared work spaces/team collaboration; Instant Messaging; e-learning suites; information access with search; and ECM systems.
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Blockchain |
The total services spend on blockchain within the Digital Enterprise budget for the latest budget year. Blockchain is a digital ledger in which transactions are recorded chronologically and publicly. The transactions could be made in bitcoin or any other cryptocurrency.
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Internet of Things (IoT) |
The total services spend on IoT within the External Services IT spend for the latest budget year. Internet of Things (IoT) includes services provided for the management of network of physical devices, vehicles, home appliances and other items embedded with electronics, software, sensors, actuators, and connectivity. Only the services part are considered here under IoT.
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Smart Factory/Industry 4.0 (Manufacturing application) |
The total services spend on smart factory/industry services within the Internet of Things (IoT) budget for the latest budget year. Use of Internet of Things and embedded technology to communicate with IT systems to streamline the manufacturing process.
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Smart Transportation/Car IT (Transportation application) |
The total services spend on smart transportation/car IT services within the Internet of Things (IoT) budget for the latest budget year. Use of Internet of Things and embedded technology to communicate with IT systems in a car and a contract station to drive a vehicle or monitor vehicle.
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Smart energy (Energy management application) |
The total services spend on smart energy services within the Internet of Things (IoT) budget for the latest budget year. Use of Internet of Things and embedded technology to communicate with IT systems and to monitor and maintain production and distribution of electricity.
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Smart health (Medical and healthcare application) |
The total services spend on smart health services within the Internet of Things (IoT) budget for the latest budget year. Use of Internet of Things and embedded technology to communicate with IT systems and to monitor and maintain the health of patients.
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Industry Specific IoT applications |
The total services spend on industry specific IoT apps within the Internet of Things (IoT) budget for the latest budget year. Services provided are specific to an industry. Use of Internet of Things and embedded technology to communicate with IT systems to streamline the process within a company.
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