Green-IT Forrester Mines 02-2008

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Making Leaders Successful Every Day

February 29, 2008

The Dawn Of Green IT Servicesby Christopher Minesfor Vendor Strategy Professionals
http://www.forrester.com/


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2008, Forrester Research, Inc. All rights reserved. Forrester, Forrester Wave, RoleView, Technographics, TechRadar, and Total Economic Impactare trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. Forrester clients may make oneattributed copy or slide of each figure contained herein. Additional reproduction is strictly prohibited. For additional reproduction rights andusage information, go to www.forrester.com. Information is based on best available resources. Opinions reflect judgment at the time and aresubject to change. To purchase reprints of this document, please email [email protected].

For Vendor Strategy Professionals

Includes a market sizing forecast

EXECUTIVE SUMMARY

Enterprises are increasingly going green, and looking to IT operations to help them reduce corporate

energy consumption and become more environmentally responsible. Some IT shops are responding

by seeking help from professional services providers that assess, plan, and implement green initiatives

for procurement, operation, and disposal of IT assets and processes. Strategists at a broad set of IT

services providers from data center specialists like HP and Intel to corporate strategy consultants like

Accenture and Deloitte are positioning to participate in this nascent market, which we project willpeak at $4.8 billion in user spending in 2013 before gradually declining thereaer.

TABLE OF CONTE NTSA New Frontier For IT Services Providers

Help For IT Shops Going Green

We Project A Peak Of $4.8 Billion In Green IT

Services Spending In 2013

European Companies Lead, Asia Pacific Lags

Some Industries Are Ripe Today

The Shape Of Green IT Services Engagements

Phase One: Assessment Provides The Baseline

Phase Two: Planning Detailed Initiatives

Phase Three: Implementation Makes It Happen

Mapping Services Provider Capabilities

Vendors Bring A Variety Of Green IT Services

From Different Angles

Vendor Strategists Must Address The Data

Center Today, The Entire Business Tomorrow

RECOMMENDATIONS

Strategists Face Positioning And Growth

Decisions

Supplemental Material

NOTES & RESOURCESForrester conducted 12 in-depth vendor

interviews, and drew on enterprise survey

data, client inquiries, and four user company

interviews for this report.

Related Research Documents

Green Progress In Enterprise ITDecember 17, 2007

Topic Overview: Green IT

November 26, 2007

Tapping Buyers Growing Interest In Green IT

May 10, 2007

February 29, 2008

The Dawn Of Green IT ServicesA Market Overview Of Sustainability Consulting For IT Organizations

by Christopher Mineswith Christine Ferrusi Ross, Eric G. Brown, Christina Lee, and Emily Van Metre

2

3

5

8

13

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http://www.forrester.com/go?docid=43730&src=43731pdfhttp://www.forrester.com/go?docid=43494&src=43731pdfhttp://www.forrester.com/go?docid=42256&src=43731pdfhttp://www.forrester.com/go?docid=42256&src=43731pdfhttp://www.forrester.com/go?docid=43494&src=43731pdfhttp://www.forrester.com/go?docid=43730&src=43731pdfhttp://www.forrester.com/


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2008, Forrester Research, Inc. Reproduction ProhibitedFebruary 29, 2008

The Dawn Of Green IT Services


2

A NEW FRONTIER FOR IT SERVICES PROVIDERS HELP FOR IT SHOPS GOING GREEN

Corporate IT organizations are feeling increasing pressure, and finding growing opportunities,

to improve their sustainability practices. Driven by a combination of cost savings imperatives,

corporate green initiatives, and technology refresh opportunities, enterprise IT shops are going

green, and looking for help to do so.1 IT services providers are responding by building capabilities,

forming alliances, and positioning their resources to capture mindshare and wallet share of user

companies putting green IT initiatives in place. We call this new market green IT services, and

define it as:

Consulting services that help enterprise IT organizations reduce their companies environmental

impact by assessing, planning, and implementing initiatives that make the procurement, operation,

and disposal of IT assets more environmentally responsible.

In October 2007, we conducted a global green IT survey in which we asked IT professionals whetherthey used professional services providers to assist in the planning and implementation of green IT

policies and practices.2 Six percent of the 130 respondents told us they were currently using a green IT

services provider, another 6% were planning to, and 18% were considering hiring one (see Figure 1).

With just a sliver of companies currently engaging a green IT services provider, this is clearly a

nascent market. e purpose of this report is to help strategists at IT services providers position for

growth by sketching out the markets future dimensions and assessing the breadth of capabilities of

some of the important players shaping that growth. e report concludes that:

e green IT services market will grow rapidly to nearly $5 billion. From a standing start,we project the overall market for green IT services to peak at $4.8 billion in 2013, half thatspending by European enterprises. Aer 2013, the market will decline, as most companies will

have completed their initial round of green IT implementations.

Assessments are the hook, tech implementations the big catch. Initial assessments of ITsenvironmental and energy footprint are the basis for green IT services engagements, but they

are small projects relative to the technology selection and implementation that will oen follow.

e implementation phase of green IT services engagements will account for 65% of total

market revenues in the coming years.

Services providers with a corporate strategy perspective are the likely long-term winners.

Most of the action in green IT today revolves around data center energy efficiency, and there is

plenty of opportunity there for focused providers like Dell, HP, and Intel. But we think the long-

run winners in this market will bring a holistic perspective to clients looking to incorporate IT

into a corporatewide effort to improve environmental responsibility. Such an approach is being

pioneered by services providers like Accenture, Deloitte, and EDS.


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2008, Forrester Research, Inc. Reproduction Prohibited February 29, 2008



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Figure 1 Enterprise Adoption Of Green IT Services

Source: Forrester Research, Inc.43731

Base: 130 IT procurement and operations professionals

Is your organization using or considering a professional services provider to assist

your planning or implementation of green IT?Yes, current

6% Yes, planning6%

No, but considering18%

No plans70%

Source: October 2007 Global Green IT Online Survey

WE PROJECT A PEAK OF $4.8 BILLION IN GREEN IT SERVICES SPENDING IN 2013

From a standing start of around $500 million in 2008, enterprise user spending for green IT services

will grow by 60% annually to reach $4.8 billion in 2013. Aer that, the market will slowly decline, as

most companies will have completed their implementation of green IT practices and technologies.

In the context of an estimated $170 billion North American market for IT consulting and systems

integration in 2013, the $5 billion market for green IT services might look like small potatoes to

vendor strategists.3 But we expect the visibility and strategic importance of green IT projects toput them near the top of many corporations consulting agendas, and that service providers will

aggressively compete for such high-profile wins.

European Companies Lead, Asia Pacific Lags

e growth of enterprise spending on green IT services will vary considerably by geography. In

particular:

Adoption and spending will grow fastest in Europe. Companies there are clearly taking thethreat of business disruption from the effects of climate change more seriously, and moving

their awareness into action more quickly, than companies in other parts of the world. As a result,we expect green IT services spend by European enterprises to be roughly double that of US

companies in 2009, and to continue to exceed that in the US market by a considerable margin

through the forecast period, hitting a peak of $2.1 billion in 2013 (see Figure 2).

North American enterprises will start a little later. e slightly larger North Americanenterprise population will begin adopting later than its Europe counterpart, but maintain the

same growth rate during our forecast period, crossing the $1 billion mark one year aer the

European market, and peaking at $2.2 billion in 2014.


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Figure 2 Forecast: Global Green IT Services Spending By Geography 2008-2014


$0

$1,000

$2,000

$3,000

$4,000

$5,000

$290 $580 $1,040 $1,610 $2,045 $2,075 $1,690

2008 2009 20122010 2011 2013 2014

$150 $305 $605 $1,090 $1,690 $2,160 $2,190North America

Europe

$30 $60 $120 $215 $370 $570 $760Asia Pacific

Total greenIT services

market(US$ millions)

North America

Europe

Asia Pacific

The spreadsheet detailing this forecast is available online.

(numbers have been rounded)

Asia Pacific (AP) companies will lag. Adoption of green IT services in the major countries ofAP will lag that in the other geographies considerably, reaching $760 million in 2014, about one-

third the spending level of North American companies that year. We expect the AP market for

green IT services to continue to grow beyond our forecast period, peaking in 2015 or 2016, and

then beginning to decline.

Some Industries Are Ripe Today

e nascent state of the green IT services market makes detailed forecasts of adoption by industryimpractical. Some clear trends about early adopters were apparent from our interviews with vendors,

however. Industry segments that are likely to be among the earlier adopters include:

Government agencies. e public sector, especially in the UK, faces strict data and reportingrequirements for carbon emissions and energy usage. Similar regulations are likely to spread

across the EU, and then to North America, over the next several years. Accenture and BT,

among other suppliers, are seeing early demand from local and national agencies in the UK;

EDS is seeing pioneering moves by government clients in Australia and New Zealand.


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Energy and resources companies. Not surprisingly given their direct participation in carbonregulation and policy, utilities and oil and gas companies are among the early movers in

assessing and improving the sustainability of their internal operations.

IT-intensive sectors. e usual suspects of financial services, telecom, and pharma wereoen cited in our interviews as companies facing limits on growth due to power provisioning,

cost, and/or tight real estate in their data centers. Services providers focused on data center

environments like HP, Intel, and Sun were particularly keen about their prospects in firms like

finance and telecom that are reliant on giant data center operations.

Big consumer brands and retailers. Companies with prominent, consumer-facing brandswere mentioned as likely candidates for green initiatives owing to their desire to maintain and

improve their social-responsibility credentials.

THE SHAPE OF GREEN IT SERVICES ENGAGEMENTS

Green IT services engagements, like most consulting work, are bespoken projects tailored to clients

circumstances, goals, and budgets. Nevertheless, its possible to characterize the general shape of green

IT engagements in terms of three interlocking phases: assessment, planning, and implementation

(see Figure 3). Assessment, the crucial first step for any company, involves relatively small, short-

duration projects. Developing a strategic plan comes next. We expect that 50% of companies that

hire consultants for assessment will move into the more detailed planning phase. And 75% of those

companies will move to implementation, in which projects are typically much longer and more costly.

Figure 3 Three Phases Of Green IT Services Engagement


$50K/six weeks

Create a baselineof energy usage andcarbon footprint.Sketch an overallapproach to greenIT including ROI.

$250K/12 weeks

Develop detailedroadmaps for specificgreen IT initiatives likeprocurement, datacenter optimization,and recycling.

$1,000K/80 weeks

Choose and implementspecific technologiesfor virtualization, powerand cooling, systemsmanagement, etc.

50% of clients thatdo assessments

move to planning

75% of clients that doplanning move toimplementation

Assessment

Planning

Implementation


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Phase One: Assessment Provides The Baseline

Companies green IT initiatives start with an assessment of their current situation.4 Consulting

engagements in this phase typically involve:

Creating an overall green IT plan. e scope will vary depending on the clients goals. Forexample, sometimes the plan is confined to data center operations, whereas other projects will

involve a holistic, corporatewide evaluation along the lines of BTs carbon impact assessment

that looks at buildings, IT, commuting, and travel. e key output of phase one will be an overall

plan that sets the companys goals, defining priorities in terms of, for example, carbon emission

reduction, energy efficiency, and cost savings.

Modeling the return on investment. e plan will include an early assessment of the capital,operating expense, and potential cost savings of green IT initiatives.

Managing a six week, $50,000 project. Vendors complete this phase in anywhere from two to10 weeks, for price tags ranging from $30,000 to upwards of $100,000. Although relatively small

engagements from the providers perspective, they are the gateway to the larger planning and

implementation phases.

Phase Two: Planning Detailed Initiatives

In this phase, consultants will help clients develop road maps for specific green IT initiatives,

choosing and prioritizing based on the plan developed in phase one. Client companies will choose

from a menu of initiatives, and end up with a second-phase engagement that might involve:

Greening IT procurement and recycling. e project team will recommend policies forreorienting IT procurement towards greener products and greener suppliers, and draw up

specific dimensions for expanded recycling programs for consumable and durable IT assets.

Improving data center efficiency. Clients and services providers will choose among myriadinitiatives for optimizing energy use in corporate data centers, yielding a roadmap for

implementing, for example, server virtualization and consolidation, an enhanced power and

cooling infrastructure, and more energy-efficient server, storage, and network gear. For some

services providers and their clients, outsourcing data center operations and infrastructure will

be on the table in this conversation.

Positioning IT to support green business. Depending on a projects scope, green IT servicesmight involve helping the IT organization help the rest of the business go green. IT expertise

and infrastructure will be crucial in initiatives for building automation, optimizing the supply

chain or logistics, or setting up flexible work environments that reduce employee commuting.

Running a 12-week, $250,000 project. We found an even wider range of experience and estimatesfor the planning phase, ranging from six weeks to 20 weeks with $50,000 to $400,000 price tags.


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Phase Three: Implementation Makes It Happen

In the implementation phase, consultants and clients work to specify, purchase, and install

appropriate technology products and soware. Depending on the nature and scope of the

engagement, this phase might be solely about implementing new technology (virtualization in a

data center for example), or include new processes, policies, and employee practices, which are

oen as hard or harder to implement than new server architectures or cooling infrastructure. e

implementation phase is:

e longest and most costly part of a green IT services engagement. Typical timeframes runfrom 30 weeks to more than 100 weeks, with price tags from $300,000 to $2 million or more.

Note that this is services spending only; it does not include the cost of soware licenses and new

hardware.

Where the real revenue opportunity lies. Implementation projects are by far the largest part ofthe market opportunity for green IT services providers (see Figure 4).

Figure 4 Forecast: Global Green IT Services Spending By Phase 2008-2014


$0

$1,000

$2,000

$3,000

$4,000

$5,000

2008 2009 20122010 2011 2013 2014

Planning

Total greenIT services

market(US$ millions)

Assessment

Planning

Implementation

$165 $320 $555 $825 $1,010 $1,000

Assessment $60 $120 $190 $270 $315 $300 $240

$830

Implementation $240 $510 $1,015 $1,815 $2,780 $3,500 $3,580

The spreadsheet detailing this forecast is available online.

(numbers have been rounded)


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MAPPING SERVICES PROVIDER CAPABILITIES

Forrester interviewed a cross-section of IT services providers to understand their priorities in

developing green IT practices. is is not a comprehensive list or evaluation of green IT services

suppliers, but rather a sampling intended to offer a first scan of capabilities of some of the

prospectively important players in this nascent market.

Vendors Bring A Variety Of Green IT Services From Different Angles

Although all these suppliers are looking to leverage their internal expertise and experience in

sustainable IT operations, they approach the green IT services market from different angles and

experience bases. ey can be generally categorized as:

Services arms of IT system manufacturers (Dell, HP, Intel, and Sun). ese vendorsservices practices are pretty tightly tied to their product offerings, hence, tend to be focused

on data center design and optimization. Sun has some broader capabilities that stretch into ITprocurement and recycling processes.

IT systems integrators/outsourcers (CSC, EDS, Getronics, and Wipro). Getronics and Wiproare data center-oriented; CSC and EDS have broader visions of corporate green initiatives and

ITs role within them. All see data center outsourcing as an avenue to reducing the corporate

carbon footprint.

IT consulting giants (Accenture, Deloitte, and IBM). ese providers take a broad, top-downview of green IT services. Although they have data center expertise, they approach IT from the

corporate sustainability and CSR perspectives, helping clients position IT as an enabler of and

contributor to wide-ranging green business initiatives.

Telecom services supplier (BT). BT is seeking to leverage its extensive internal experience ingreening data centers and in planning a corporatewide approach to sustainability.

More important than where they come from is the providers focus in terms of helping enterprise

clients address their green IT challenges and opportunities. We have positioned each services

provider along a spectrum between two poles (see Figure 5):

Data center-focused. Suppliers on the le side of the spectrum are focused on clients data

center operations. ey have specific and deep expertise and experience in and tools forimproving the efficiency and mitigating the environmental impacts of data centers.

Corporate sustainability-focused. ese suppliers usually have data center expertise, but theirgreen IT practice and offerings range more broadly across IT and other corporate processes.

eir consulting offerings typically go beyond technology to include organizational change,

procurement policies, and helping IT enable greener business practices in areas like supply

chain optimization or building automation.


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Figure 5 Capabilities Chart


Sun

Dell

Intel

HP

IBM

CSC

Getronics

Wipro

EDS

Deloitte

Accenture

BT

An overall green IT plan

Assessment help clientsidentify and develop:

Energy consumption baselineand targets

Carbon emissions baselineand targets

Overall environmentalanalysis

Quick-win activities

Regulatory compliancerequirements

Model and measure ROI ofgreen initiatives

Internal communication andexternal reporting

Data center Corporate sustainability

Full capabilityNo capability Partial capability (e.g., limited to data

center, limited geographicavailability, or offered with partners)


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Figure 5 Capabilities Chart (Cont.)


Green procurement policies

Planning develop a detailedapproach to client initiatives in:

Organizational changeand training

E-waste recycling programs

Optimizing existing data center

Designing new data center

Outsourcing data center

Positioning IT to support greenbusiness practices

Supply chain optimization

Building automation

Environmental managementsystems

Collaboration and conferencing

Flexible working approaches

Managed print services

Carbon trading and offsets

Alternative energy




Sun

Dell

Intel

HP

IBM

CSC

Getronics

Wipro

EDS

Deloitte

Accenture

BT


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Figure 5 Capabilities Chart (Cont.)

Vendor Strategists Must Address The Data Center Today, The Entire Business Tomorrow

Like most IT services markets, green IT will grow as more enabling hardware and soware products

become available and user companies look for help in choosing among and implementing them.

Today, such products are in the data center (such as server virtualization and power management);tomorrow, they will spread to other parts of a companys operations (like facilities, supply chain, and

IT assets outside the data center). As this evolution unfolds, the best-positioned service providers

will be those with a holistic perspective on ITs role in corporate sustainability.

Strategists and practice leaders at green IT services providers should anticipate these developments

in the markets evolution:

e data center stays hot. When we say green IT, most enterprise clients hear data centerefficiency. Its top-of-mind for most clients because problems like growth or power capacity

limits, and returns like energy cost savings, are highly tangible.5 Every supplier we interviewed

had capabilities to help clients optimize their current data centers and design new ones.

Although this part of the market will be crowded, there will be plenty of work as a wave of data

center optimization and consolidation ripples through corporate IT.6

Other IT infrastructure will heat up, too. Although IT organizations typically use (and waste)at least as much power outside the data center as inside, capabilities to help clients improve





Sun

Dell

Intel

HP

IBM

CSC

Getronics

Wipro

EDS

Deloitte

Accenture

BT

Virtualization and consolidation

Implementation help clientschoose and implement specificproducts and vendors for:

Data center/power and cooling

Desktop and PC systems

Data center designand architecture

Power management software

IT infrastructuremanagement software


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PC and peripheral energy efficiency were considerably less common among this set of services

providers.7 Advice on managed print services, for example, is offered by fewer than half of these

suppliers. e energy usage and efficiency of PC populations, printers, and the like is harder for

companies to measure, and harder to control, than the concentrated and tightly managed ITassets in the data center environment. is will translate over time into a significant opportunity

for consulting providers.

Procurement and recycling will get more attention. Relatively few of the services providersin our sample offer advice and planning for clients seeking to make IT procurement or

recycling efforts greener. We see green criteria in procurement as one of the most visible signs

of increasing action by enterprises to reduce the environmental footprint of IT operations, but

fewer than half the suppliers we interviewed offer help for companies in this area. As this market

matures, we look for the services providers to broaden their focus from optimizing energy usage

to include both the beginning and end of IT assets life cycles.

Management soware will be a growth frontier. Much of the vendor activity in green IT isclosely tied to hardware systems like lower-power processors or storage devices. Whats gotten

less attention so far is the soware side of things, especially in systems management consoles

that can integrate information from the growing collection of asset management, power

management, virtualization, and workload management systems. Tying these IT capabilities to

broader soware systems for building management and carbon measuring and reporting, and

linking these to mainstream corporate ERP, is another frontier for the services providers in

green IT.

Linking IT to other business processes is the ultimate opportunity. We have thought for sometime that the real promise of green IT is actually outside the IT organization and asset base. ITwill be an enabler for a much broader set of green business processes in supply chain, workforce

management, collaboration, and facilities. e services providers offer a checkerboard of

capabilities in these areas, which we expect will receive much more attention from providers

and their clients as sustainability continues to rise on the overall corporate agenda and the role

of IT as an enabler becomes clearer.


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R E C O M M E N D A T I O N S

STRATEGISTS FACE POSITIONING AND GROWTH DECISIONS

Enterprise clients will be pursuing green IT initiatives from one of two directions: bottom-

up, driven by tactical cost and availability concerns; or top-down, motivated by corporate

sustainability and CSR considerations. Services providers must decide which of these avenues

they can support, and how best to build a thriving green IT services practice, by:

Listening to clients. Strategists should tap into clients preferences by conducting focusgroups or informal polls. CSC recently completed a study tour of large clients in the high-

tech industry to help inform its resource planning for green IT services.

Deepening expertise. We expect services providers to place their bets on specific nichesthrough acquisitions. For example, HPs pending buy of EYP Mission Critical Facilities gives it

an additional 350 experts in data center design and optimization.8

Creating a hybrid organizational structure. Most services providers are trying todecide whether to build a dedicated green practice or infuse green expertise across their

mainstream IT practices. The best approach for the next several years will be to do both,

build a small nucleus of green expertise that links to other practices like data center, supply

chain, and procurement.

Clarifying clients entry points. Most of the industrys green IT practices need morecoherence about what they offer, and to be clear that there are multiple ways for clients to

get started on a holistic sustainability program.


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SUPPLEMENTAL MATERIAL

Online Resource

e underlying spreadsheet detailing the forecasts in Figures 2 and 4 is available online.

Companies Interviewed For This Document

Accenture

Aetna

BT

Citigroup

Credit Suisse

CSC

Dell

Deloitte

EDS

Getronics

HP

IBM

Intel

Sun

Tech Turn

e Green Grid

Verdiem

Wachovia

Wipro

ENDNOTES

1 For an overview of the green trend in corporate IT organizations and among their suppliers, see the April

10, 2007, e Greening Of IT report.

2 For details about the survey methodology, and more data about enterprise adoption of green IT principles,

see the December 17, 2007, Green Progress In Enterprise IT report.

3 Forresters growth forecast for the overall IT services market estimates $140 billion in consulting and

systems integration spending in North America in 2009, projected to 2013 using a 5% annual growth rate.

See the July 28, 2005, Sizing e Market For IT Services rough 2009 report.

4 For details of CIOs green IT initiatives, and the planning process for prioritizing them, see the October 19,

2007, Creating e Green IT Action Plan report.

5 Although this situation is not nearly as universal as the vendors would have us believe. See the September

20, 2007, What Data Center Crisis? report.

6 Many enterprise IT shops are struggling to meet business demands with existing budget and infrastructure;

consolidation oen offers a way to do more with less. For background, see the October 5, 2007, e IT

Consolidation Imperative: Out Of Space, Out Of Power, Out Of Money report.
http://www.forrester.com/go?docid=42070&src=43731pdfhttp://www.forrester.com/go?docid=43730&src=43731pdfhttp://www.forrester.com/go?docid=35013&src=43731pdfhttp://www.forrester.com/go?docid=43003&src=43731pdfhttp://www.forrester.com/go?docid=43002&src=43731pdfhttp://www.forrester.com/go?docid=42756&src=43731pdfhttp://www.forrester.com/go?docid=42756&src=43731pdfhttp://www.forrester.com/go?docid=42756&src=43731pdfhttp://www.forrester.com/go?docid=42756&src=43731pdfhttp://www.forrester.com/go?docid=43002&src=43731pdfhttp://www.forrester.com/go?docid=43003&src=43731pdfhttp://www.forrester.com/go?docid=35013&src=43731pdfhttp://www.forrester.com/go?docid=43730&src=43731pdfhttp://www.forrester.com/go?docid=42070&src=43731pdf


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7 ere are no comprehensive statistics on corporate PC power usage, but a back-of-the-envelope calculation

shows that the roughly 500 million corporate PCs and monitors use approximately 300 billion kWh

annually, versus an estimated 120 kWh used by corporate data centers. For data center power usage, see

Estimating Total Power Consumption by Servers in the U.S. and the World at http://enterprise.amd.com/Downloads/svrpwrusecompletefinal.pdf. For the world PC population, see the June 11, 2007, Worldwide

PC Adoption Forecast, 2007 To 2015 report. And for PC power consumption, see http://www.verdiem.

com/surveyor/.

8 New York-based EYP is a consulting firm that specializes in large-scale data centers. For details, see http://

h30261.www3.hp.com/phoenix.zhtml?c=71087&p=irol-newsArticle&ID=1076192&highlight=.
http://www.forrester.com/go?docid=42496&src=43731pdfhttp://www.forrester.com/go?docid=42496&src=43731pdfhttp://www.forrester.com/go?docid=42496&src=43731pdfhttp://www.forrester.com/go?docid=42496&src=43731pdf


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