Summit2010_OTC_Galit

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2010 STKI Summit

Office of the CIO & Mobile Trends

Galit Fein EVP & Senior Analyst

Office of the CIO & Mobile Strategies

www.galitfein.blogspot.com


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Your Text hereYour Text here

Galit Feins work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 2

Presentations Agenda

OTC MEGA Trends 2010

Use of new models for business innovation

Sourcing Strategies

IT mng & Client Support Strategies


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Galit Feins work Copyright 2010 @STKI 3Do not remove source or attribution from any graphic or portion of graphic

STKI Presentation


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We will present data on products and integrators:

List of Packages and Integrators

Package Rep inIsrael IntegratorsSometimes we specify:

Delivery modelVendor A Company 1 Integrator a, Integrator b On-premise

Vendor B Company 2 Integrator a, Integrator b,Integrator c SaaS

Vendor C Company 3 Integrator aSaaS

On-premise

Lists only include vendors that are represented in Israel

The location within the lists is randomLists might not include all players

Explanations on Slides


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L o c a

l S u p p o r t

Market Presence

Not a technological positioning, refers only to Israeli market

Represents current Israeli market and not our recommendation

Focused on enterprise market (not SMB)

Market Presence (X)

Market share - existing and new sales (more emphasis)

Mind share (how user organizations rate vendors)

Local Support (Y) is influenced by (X)

Experience & technical knowledge, localization,support, number and kind of integrators

Worldwide leaders marked, based on global positioning

Vendors to watch: Are only just entering Israeli market

so cant be positioned but should be watched

We will present data on products and integrators:

STKI Israeli Positioning

Vendor A

Vendor B

WorldwideLeader

Vendors to Watch:

Vendor C

Explanations on Slides


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2010 New Technology Investments

Source: Information Week Analytics Outlook 2010Survey of 360 business

technology professionals

Note: Mean average ratingsbased on a 5-point scale,where 1 is investment will getcut significantly & 5 isinvestment will increasesignificantly

IT Trends


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On the desk of CIO

IT process efficiency

IT cost reduction

GRC

ITG

Innovation

Sourcing Strategy

New Business Models:

IT Trends


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OperationalExcellence

Run the Business

BusinessServices & SupportChange the Business

BusinessCompetitive Advantage

& InnovationTransform the Business

IT Focus Transformation

Available & accurate info

IT maintenance

HW availability &uptime

Technical support

Align IT to business

Best solution for bus.

needs

IT portfolio mngt of

LOBs demands

Align IT to customers

Business partner

Core business initiator

Transformation initiator

IT Trends


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Galit Feins work Copyright 2010 @STKIDo not remove source or attribution from any graphic or portion of graphic 12


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Office of the CIO

Use of newmodels forbusiness

innovation

Mobile

SocialNetworks

Web 2Web 3

Sourcing &Strategies

Outsourcing

CloudComputing

Prof.Services

IT Mng

Method. &standard.

IT Budgetmng &control

PPM

Client SupportStrategies

Quality mng

Risk mng

ServiceDesk

IT Trends


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Mobiles Agenda

Use of new models for business innovation

Mobile

Social Networks

Web 2.0 & Web 3.0


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Mobile Main Theme

Mobile Internet =Mobile + Always connected + Social Networking + LBS


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Upcoming STKI round table

U


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Use o new mo e s or us ness nnovat on :Y2010 - Going Mobile

Mobile


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Going Mobile Social Reason

Anytime from anywhere

Real-time access to info

Personalized services, info,interfaces & apps

Time is money everything !

Comfort & convenience

Mobile


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Going Mobile Technology Reason

Improving Internet access(free WiFi in some cities)More computing power

Bigger & better screensFaster internet/data bandwidthLBS/GPS

VPN -secured communication

VOIP- cheaper voice communication

Mobile


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Going Mobile Technology Reason

Mobile devices can be used with a variety of wirelesscommunications: Wireless fidelity (WIFI) Bluetooth 3G - internet access for mobile phones & PDAs Virtual private networks secured access

to a private network

Mobile


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Going Mobile Economic Reason

Increasing demandDecreasing cost of mobiledevices & services

Increasing competitionEmergence of new VAS

Q1 2009: mobile phone market share fell15.8% WW; However, smartphone segmentgained 4% Source: IDC

Mobile


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3 5 billi bil gl b ll


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3.5 billion mobile users globallyby the end of 2010

Mobile


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Mobile Trends

Post PC EraMobile InternetContent

Semantic WebLBSMobile advertizingAugmented reality

Mobile


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Post PC Era

Mobile became first priority to connect to the Internet& EmailConvergence of desktop & mobile web into one web

Smartphones as a tiny PCs

Mobile


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Mobile Internet

Ongoing computing:everything is wiredeverything is moving to thecloud

From native progs sitting on ahard drive (like Microsoft Office)to web/cloud-based apps :

end of native mobile app &applications storesAndroid vs. iPhone?

Dramatic Rise of on-line usage

Mobile


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Content, content, content

Content will be main service in the mobile package music, books, new & magazines, film & TV

Free calls = Ads 2.0 + con tent services

Commission fromall transactions just like a credit card

Mobile


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S b k


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Smartbooks

Netbook market share (Q2 2009) - 40% growth,compared to the same quarter last year,doubling the 22% growth for laptops

Netbooks similar to laptops will be a part of ourmobile life. Thinner, lighter, convenientwill enter into every house

Your way to read newspapers, books &to 'attend' live conferences & events(Apple iPad, Kindel)

Source: DisplaySearch

Mobile


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L i B d S i


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Location Based Services

Modified info / services offered to theuser according to his specific location

Mobility & location will change howusers & advertisers interact with theWeb: SimpleGeo, Foursquare, Gowalla

Mobile


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F b k


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Facebook

40 M Facebook status updatesa day by 350 M+ users

65 M people use Facebook on amobile device

40% of consumers frended abrand on Facebook &/ orMySpace

Source: Razorfish Digital Brand Experience Report 2009

Mobile

T itt b l


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Twitter

Source: GigaTweet 11/2009

140 characters

~25M tweets per day

44% of consumers whofollowed a brand on Twitterdid so for actual transaction

48% of those who saw a brandmentioned on Twitter didresearch on that brand

Source: Razorfish Digital Brand Experience Report 2009

Mobile

G l B


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Google Buzz

Illustration by Claudio Munoz

Mobile

Mobile Ad ertising Trends


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Mobile Advertising Trends

Massive mobile & video advertising - location-aware,

targeted, social & user-distributed 'ads';

Mobile budget will change from 1% to at least 1/3 oftotal advertising budget

Mobile

R l Ti M k ti g


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Real Time Marketing

Real time alerts - immediate info

from where & when it occurs

Real-time inventory mng

On-line discount negotiation

group

Google is already working on

integrating Twitter & Facebook

into its search results

Mobile

Why it Pays to Reach Customers


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Why it Pays to Reach Customerson the Go`?

Mobile

How do your customers perceive M bil


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How do your customers perceivemobile ads?

Source: Cutter 2009

Mobile

Location-Based Social Networks through


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Location-Based Social Networks throughMobile

Real-time recommendationsbased on your currentlocation using an app thataggregates info from real-time searches as well associal sites like Yelp & Urban

Spoon..local ads & limitedtime discounts on yourmobile

Mobile

Traditional (Interruption) Marketing

Mobile


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Traditional (Interruption) Marketing

Now can be filtered (digital cable recorder)

Mobile

Permission Marketing


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Permission Marketing

Do not push ads message to your consumers -Let them to pull it from you!

The Crme Brulee Cart

Mobile

The CrmeB l


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Brulee onTwitter

9,854 followers

Real Time

advertisement

Get Social Mobile


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Get Social90%

70%

Mobile


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More than just a Phone

Mobile


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More than just a Phone Mobile

iPhone Israeli Ecosystem:

Mobile


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y1+ M devices & 80 K applications

2

Mobile


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Source: Morgan Stanley

Android might take over iPhone, as itscloud features embrace social web better than Apple

Android one of the fastest growing segments

Mobile


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g g gin smartphones

Source: Company data,Goldman Sachs Research estimates

Android smartphones

will increase rapidly:from 5% in 2009to 12% in 2010

Mobile

Augmented Reality

M bil


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Augmented Reality

Beatles Tour: Ringo, Paul, John,

George with YOUon AbbeyRoad

Your hotel is only2 km away

Historical sites

Mobile

Social media & Web 2 - obligatory set of skills

M bil


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required for the survival your businessin the 21 st century

Web 2, when deployed properly: Cost-effectively increasing

company's productivity Improve competitive advantage

Wikis, blogs, & RSS have generatedthe most impact

Security remains a concern, butcommunication & collaborationare well served by Web 2.0 technologies

Social Networks

Crowdsourcing

Virtual Worlds

Mashups

Mobile


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Its not about money Mobile


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yIts about value!

Mobile

Mobilize your Business

Mobile


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Mobilize your Business

New apps & services New group of customersNew Markets

Enrich services Improve satisfactionCustomers

Improve efficiency & effectivenessof external operations

SupplyChain

Improve productivity Optimize internal WFOperations

Mobile

Why do (some) IT keeping the Smartphone

Mobile


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y ( ) p g pout of the Enterprise?

Mobile

Is your ITO Proactive or Reactive

Mobile


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yregarding Smartphones?

No critical mass

No pressure from end user No IT support offering

Mobile

Do you plan to purchase meaningfully (>10%) higher

Mobile


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number of smartphones in 2010 vs. 2009, and why?

Source: GS IT Spending Survey

Mobile


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If you dont like change, you are goingto like irrelevance even less!

Mobile

Commoditization

Mobile


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Commoditization

Same same, but different

Today the cheap solution

is not always the preferred one

People craving for thebest & newest technology

Mobile

Consumerization of IT Mobile


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Consumerization of IT

End users will use the Smartphones anyway (38% growth in2010) & increasingly drive this technology into the enterpriseSource: GS

Although, Apple doesnt make it very easy: iTunes on PC Exchange 2007 Active Directory requirements

Its already a done deal be ready & start now!

Whats all this got to do with IT?

Mobile


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What s all t s got to do w t ?

Secured info (even in personal devices)Protected data (lost or stolen phones)Business apps (ERP, CRM, SFA)

Access to BI/AnalyticsWireless access to: Email Internet/ Intranets

Enterprise apps

Governance policies

Mobile

It's All Going to Change Mobile


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It s All Going to Change

E-mailsDatabasesStandalone apps

Dedicated networks

Web servicesContent mng systemsSophisticated devices:Smartphone, Kindle, iPad, Tablet,Cell phone/ PDA, Mobile Video, etc

High-speed networks

Mobile

Govern IT Mobile


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Govern IT

End user will always find a way around the new tech.restriction - dont wait till users will make IT react:

Make flexible governance policies its all about agility Establish oversight measures Test & deploy Apps QA & Data QA

Mobile


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Mobile Banking

Mobile


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Mobile Banking

Do it. Now!

Mobile

Mobile Banking vs. Online Banking Mobile


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g g

Source: MMA,Mobile BankingOverview, 01.2009


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Increasing Multichannel Delivery

Mobile


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Efficiency

Adoption of sophisticated CRM systems: customer-centric view across all channels

Investment in modern ATM solutions:

personalized customer experience

Improved mobile banking solution

MultiChannel

Why Now? Customers Point of View

Mobile


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People craving for real-time access & control oftheir aggregated financial info

37% would like to be able to interact with theirbank via their mobile Source: Sybase

61% of 25-34 year-olds are interested in makingpurchases with their mobile phones Source: Visa

50% of Gen-Y will consider mobile as a criteriawhen choosing a bank Source: Celent

Why Now? Business Point of View

Mobile


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From 10M active users in 2009 to over 53Min 2013 (+51.8%)

New audience, new market, new businessmodel

The ROI: Mobile Users contribute 13%more to Profit & more satisfied

Mobile clients the client you want to keep

Gen Y are pulling their parents into themobile space

Source: Huntington Bank

Source: TowerGroup

3 Possible Mobile Models:

Mobile


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3 Possible Mobile Models:

SMS Easy, common in all devices,

affordable Catalyst to more banking

actions via mobile

Mobile Downloadable Apps Rich user experience, ability

to work offline

Mobile Internet Familiar, supported by most

devices, UI is an issueSource: Mobile Marketing Association


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Which of the following mobile banking services wouldyou be interested in if offered by your bank?

Mobile


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you be interested in if offered by your bank?

Source: Sybase

Which mobile banking services would youb illi g t f ?

Mobile


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be willing to pay for?

Source: Sybase

Why not use the Desktop WEB site? Mobile


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Too detailed for mobile screenHard to navigate in smaller screenFlash\ActiveX not (fully) supported

Will take too much time to download & processSpecial functionality for mobile environment: Location based (Cellular) Location based GPS Camera

Mobile vs. Desktop Mobile


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p

Source: Cutter


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Mobile Solutions / Platforms Partial list

Mobile


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Product Name Description IsraeliRepresentativeCellerium Client-side mobile applications Netwise

Mintmark Transforming web content into mobileweb content Netwise

SMSwise SMS channel Netwise

MMIS (Matrix mobile info.Server) Platform for mobile solutions Matrix

Bank2go, Ultra Credit,Calldinator Mobile solutions developed on MMIS Matrix

Fiserv Money Mobile banking, mobile wallet Matrix

MAMA Interactive Information System One1 Mobile

MobileAware Transforming web/app content into

mobile web contentOne1Mobile

Sybase Mobile Banking 365 Mobile banking Ness

Sybase Paybox Mobile payments Ness

Sybase Unwired platform Integrating enterprise applications withmobile devices Ness

mEnterprise Services,mHealth, mBanking Enterprise Mobile services, MobileHealth, Mobile Banking solutions Ideomobile

Upcoming STKI round table Mobile


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p g

Office of The CIO


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Galit Feins work Copyright 2010 @STKI

Do not remove source or attribution from any graphic or portion of graphic 84

Office of the CIO Main ThemeJump on the bandwagon

Real business value is there

IT Management &Client Support Strategies' Agenda


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Client Support Strategies Agenda

IT Management

Office of the CIO/ BRM Trends

Project & Portfolio Mng

PPM Tools

Service Desk

OTC Trends The Good News Office of the CIO


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After 6 years of talking about OTC its actually happening! Mostly in Financial & Telecom sectors

Financial crisis & budget reduction in 2009 forced better ITG: Increased focus on IT costs - efficiency increasing Business oriented CIOs understood the importance of ITG New regulations requested better transparency

Most ITOs have examined & evaluated their ITG process &tools

the CIO

OTC Trends The Bad News

Office of the CIO


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IT is still mostly viewed as a cost centerToo many ITOs cant calculate or prove that IT actually addsvalue

Need for improvement in all practices(planning, demand, prioritization, resource & risk mng)

No formal set of processes in place: Less than 20% of the organizations have a high commitment to

SLAs, EA, PMBOK, ITIL, COBIT, SOX, etcLarge gap between what IT managers & business managersthink about IT contribution to the business

the CIO

More IT managers than BU managers tendto believe IT delivers value

Office of the CIO


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to believe IT delivers value

Source: Cutter

Misalignment Challenges

Office of the CIO


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IT was not regarded as a partnerTechnology decisions were madewithout IT involvement, inc. purchases

Lack of transparencyLack of BU commitmentConsistent introduction of unplannedwork into an unmonitored IT portfolioReactionary vs. strategy based decisionmaking

the CIO


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What is the current status of OTC in your org? Office of the CIO


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Robust &Automatic

17%

Expansion29%

Establishment54%

Source: STKI

PMO vs. BRM

Office of the CIO


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PMO - Project Mng OfficeProject mng processesdefinitionSupport in business referentsAccompany the projectimplementationProject Gantt control

milestonesProject risk mng

BRM Business Relationship MngBusiness needs definitionIT/Business alignment

Overall perspectiveValue-focused IT spendingBusiness & technical risksTCO calculation

OTC Staffing Ratio Office of the CIO


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Average size of Israeli OTC/ PMO department: 3-5

~1.5% of IT department (between 0.5% - 4%* )

Compared to ~ 5-8% in global orgs

* in large enterprises, varies according to the maturity of IT

Governance in the organization

Essentials to considerin OTC implementation

Office of the CIO


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in OTC implementation

Marketing of OTC process CIOs understanding , embracing & championing the

process

Executive involvement & active support Financial & Osh" departments inclusion - appropriate funding,

good ROI, financial goals

Acknowledging the need for funding of resource time& appropriate tools to support the program

Create a real partnership with your PPM vendor or with a ITGconsultant


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Its all about right decisionmaking based on single source

Office of the CIO


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making based on single source

Collect & inputsrequirements

Financial Depart

Check business

objectives & project indicators

Approvals

Businessreferent

Check projects

content with abudget & capacity

Office of the CIOBusiness

Executives

Transparency Office of the CIO


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When everyone sees the same picture IT strategic planbased on projects contribution to the business,without political considerations

Not every IT is ready for such a transparency : BU can now follow after their requirements progress & IT

compliance with SLA

Project Evaluation Office of the CIO


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JustificationScope / CostStrategy alignmentRevenue / cost savings / benefitHeadcountEvaluation factors: Classification (Regulatory, Strategic, Change the org, Run the org) Technology & business risk Cross-project dependencies

PPM Framework

Office of the CIO


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Source: Cutter


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What if analysis

Office of the CIO


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If your budget is 1 M then your IT portfolio is

If your budget is 3 M then your IT portfolio is

You can add your governance polices:

If the risk score is > then X

If the projects contribution score is < then Y

If the Payback time is >then 2 years

If the ROI is < then

1M 2M 3M 4M

Projects Size, Risk & Value

IT Strategic Plan Office of the CIO


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Traditionally build separately from the business plan

Often left undone because of external constraints

New approach - collaborative strategy team including business

& IT stakeholders

Important initiatives are funded & supported by finance

Quarterly meetings should be set up to review the execution of this

strategy

Business-driven portfolio prioritization process


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CIOs Dashboard

Office of the CIO


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Help DeskCIOs dashboard should pull the real -time data from all

organizational systems

Source: MSP

IT Budget Management

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Office of the CIO/BRM

Business Units - IT budget distributedaccording to their strategic goals

General Welfareprioritization

High involvement of the businessexecutives

Pros

Low involvement of thebusiness executives

Cross Organizational Project -ownership difficulty

Not taking responsibility for run thebusiness projects

Cons

Who should be responsible for prioritization process?

Source: STKI RT

OTC as a preparation forIT Chargeback

Office of the CIO


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IT Chargeback

IT aim to stop acting as unlimitedresource: Difficult to allocate operational

budget

Cloud computing model

IT process mapping, transparency,resource mng & dashboards will be

used as a platform for IT Chargeback

What are the parameters for OTC successmeasurement in your organization?

Office of the CIO


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Compliance with planned scope of project

Compliance with schedule

Compliance with budgetAchieving project goals

Customer satisfaction

Source: STKI RT

Upcoming STKI round table Office of the CIO


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PPM Tools Office of the CIO


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About 10 ITOs implemented end-to-end PPM solution (Clarity,MSP)Successful implementation started in IT but today across allBU

New PPM player in the Cloud Computing model on Force.complatform

Microsoft launches MS Project 2010 (EA), which promises to be

a full PPM solution & probably will bring to another marketawakening

PPM on-Demand Office of the CIO


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There is almost no on-Demand PPM solution acceptancein Israel: Psychological reason - PPM solution concerns all strategic

aspects of org. financial, budgeting, strategic projects,

costs & clients Technological reason integration difficulty in SaaS model Integrators did not offer it to customers

Benefits & Importance of OTC Office of the CIO


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Greater transparency & communication re what IT is workingon for a business build on: Single (automated) source of truth Unified methodology

Increased business satisfaction with IT BU have a strong feeling of involvement & ownership of IT projects Sense of truth Business-IT partnership Better business & IT value

IT delivery aligned with customers & business strategyIT became a core business initiator!

ITG/ PPM- Positioning of the Israeli Market

Office of the CIO


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L o c a

l S u p p

o r t

Market Presence

This analysis should be used with itssupporting documents

Vendors to Watch:

CA

HP

Compuware IBM

MSP

PS Next

Enterprise

WorldwideLeader

MicrosoftNew Player

Approach

Project Mngt - Positioning of theIsraeli Market

Office of the CIO


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L o c a

l S u p p

o r t

Market Presence

Enterprise

Existing Israeli

experience inproject mng


Vendors to Watch:Compuware IBM

WorldwideLeader

Microsoft

CA

PS Next

HP

Primavera

PPM Tools & Integrators in IsraelIN Cli 09 Cli

Office of the CIO


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IntegratorsNew Clients 09 Clients

CA, ProceedOrange, Teva,Jewish Agency,Bank Hapoalim

Ministry of Tourism , Clalit,SanDisk,Leumi Card

Clarity (CA)

MSP, ONE1, PWCCellcom, Phoenix,Leumit, JusticeDepartment

Menora, IAI, Tel-AvivMunicipality, Ayalon-insCIO Dashboard: RandomLogic, IDF, Elbit

MSP

HP, BDA-Partner, Mataf,Motorola(Global)

PPM (HP)

Matrix (Sibam)-Jacada (Global), Retalix(Global)

CompuwareChangepoint(Matrix)

IBM-BAW,EPM,RAM, RDComposer(IBM)

PPM Tools & Integrators in Israel Office of the CIO


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Matan, Orantech,Neway, PZ Projects,Proceed, Tefen

Orantech: Netafim, ECI,Navy;Matan: MachteshimAgan, Tefen: ClalPrime Minister, Maccabi

M-system, Leumit, IAI, IAA, Lotem,

Bezeq, Mekorot, Tel Aviv Municip,Orbotech, Bank Leumi, Coca-Cola,Nice, Strauss-EliteMatan: Alvarion, IAA, Better Place,Tnuva, Random Logic; Orantech:Ceragon, Logic, AD Gency , Sol gel ,Rocar , Playtech, Sandisk; KAKAL,MODU, Kodak, RAD; Proceed: Malam

EPM (Microsoft)

*MS Project 2010 Launch @ 05/10

Xioma, Signifer, AmanBid Band Networks, IDE,Veraz, Opgal, Teva TechBank Discount, Menora, Teva, VisaCal, BVR, Nova, Evogene, Leadcom Hazera Genetics

PS Next (Xioma)

EffectiveX,SalesForce.com

NetafimApproach PPMon Force.com(EffectiveX)

AvivMercava, IDF, IntelPrimavera(Oracle)

ITG/ PPM Israeli ConsultantsPartial List (alphabetical order not a ranking!)

Office of the CIO


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Partial List (alphabetical order, not a ranking!)

AccentureBen-Arzi HeziBi-proBit PlusDagan AviDeloitte ToucheHarel ArnonIBM

MateorMethodaNavon LimorniTeoParush ZviRon GabiSibam (Matrix)Strauss Avner

Upcoming STKI round table Office of the CIO


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Service Desk ServiceDesk


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HD is viewed as an operational part of the IT, hence it hasgained top priority when it comes to cost reduction

It was a year of examining, upgrading or switching of SD

tools

Part of BSM perception integrated with CMBD, Asset

mng, Identity mng, ESM

PC Support Ratios

ServiceDesk


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Support Per PC for FTE

Support per Employee for FTE

TotalSupportper PC

Third ImageSecondLevelServiceDeskPer FTE

100136827521025 percentile

1602000400385Median

222363563545875 percentile

Total

Supportper Empl.

Third

Image

Second

Level

Service

Desk

Per FTE

91133025020025 percentile

1621940404300Median

185346753345875 percentile

Source: STKI

IT Service Desk Positioning of the Israeli Market

ServiceDesk


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L o c a

l S u p p o r t

Market Presence

Enterprise

MID-Tier


Vendors to Watch:

CA

HP

SysAid

Microsoft

BMC

Pivotal

SAP

PeopleSoft

Siebel

IT HDModules

WorldwideLeader

IBM

Altiris

IT Service Des Too sSelected Installations in Israel

ServiceDesk


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CA, Ness, Malam,Techmind

Ministry of Justice, Ministry ofImmigration, RASHAT, Teva

(Bar), Brom

Comverse, IAI, Discount, Elta, ECI, HOT, Motorola, Teva,Elbit, Mekorot, Osem, Phoenix, DSW, Bezeq Int, Beit Berl,

Israel Police, Tnuva, Central Bureau of Statistics, EL-AL,Tamas, TASE, Ministry of Health, Tel-Aviv Municipality,Herzelia Munic. Clalbit, Shabas, Rafael, Isracard,Shupersal, 888, 9900, Bank Israel, Bank Hapoalim, BankYahav, Mifal Hapais, Ministry of Justice, Ministry ofDefense, Yediot, Petah-Tikva Munic

CA

MatrixComverse, Nice, IAIZim, Malan, IGS, MED Nautilus, Malam, Kneset, NDS,Social Insurance, Uniliver, Creo, Intel, Motorola, Summit

Design, Polycom, Cellcom- eng. HOT-eng. Partner eng,Sandisk

BMC

Aman, HPService Manager: NDSHPOV :IDF, Netafim, Shaam, Open University, Orbotech,Tower Semiconductors, HaaretzHPTefensoft : Clalit Health, Menora, Migdal, Prime Minister,Hadasa, Machteshim, Maman, AudioCodes

Aman, BynetCallmobileAltirisSymantec

ConsistTechnion, Shila, Sugat,Gadot, Bezeq Int. AeroScout,Strauss, IKEA, Delek, Tempo,013, Tami4,Bank ofJerusalem Leumi Mortgage ,Bituach Yeshir, HolmesPlace, and many more

Rav-Bariach, Marvell, Dan, Jonson & Jonson, Highway 6,Omrix, Wintegra, Sami Shimon College, Minicom, Litcom,Africa Israel, Mei-Eden, AIG, Electra, McCann Erickson,Diesenhaus unitours, Flash Opal Networsks, Liveperson,Hertz, Psagot Ofek, Coca Cola, Prisma, Beit BarelCollege, Ashdod Port

SysAidIlient

IT He p Des Mo u es rom CRM pac ages ServiceDesk


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20 Partners, including:Matrix-Effect, SIT,Advantech, Malam-Team,Netwise, Bynet SW, Yael,El-AD.

Matrix-Effect : Machteshim-Agan,Marlboro

Advantech : Eged, Shikunbinui,AmidarGuardian: Baad15, JewishagencyAlmog : Telmap

Ministry of Finance, Israeli Navy, Intel,Prime Minister, Eldan

EL AD: Judicial AuthorityMalam-Team : TAUMatrix-Effect : Igud, Malan, Superpharm,Ministry of Education, Cellcom, Visa Cal

Microsoft

CRM*(*ITIL complaint)

ONE1Bat-Yam Municipality, Exlibris, Systematics,Panorama, Telmap, Ericom , FGG Radvision,Gilat, Maccabi, Shahal, Ritalix, Globs,Tadiran, Negev Ceramics, Orad

Pivotal

Ness, IBM, Taldor,Advantech

Paz, Isr. Government, BazanSAP

MatrixMinistry of Foreign Affairs, Mamram, BezeqPeopleSoft

Taldor, IBMBank LeumiTnuva, Golden PagesSiebel*

Siebel CRM on-Demand

Upcoming STKI round table ServiceDesk


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Outsourcing Main ThemeOutsourcing is not dead its just changing

to a new form of sourcingCLOUD COMPUTING

Private & Public

Sourcings Agenda


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Sourcing & Strategies

Outsourcing Trends

Cloud Computing

Professional Services

Outsourcing Israeli Trends Sourcing


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In last several years outsourcing in Israel received bad reputation: Dramatic decline in number of new deals

Together with successful outsourcing deals we witnessed a fewbacksourcing deals, suppliers switching, scope reducing & deals thatdidnt meet the clients expectations

Global outsourcer providers didnt leverage methodologies which succeeded in theworld; outs. deal summed up in transferring employees from company A to company B

In agile world with rising complexity in technology, the need foroutsourcing still exists it just requires some adjustments

Source: Israeli CIO

What to Outsource?

Sourcing


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STRATEGIC IT Strategic functions drive the

companys dollar, stock value& competitive advantage:

Business development New system development Product marketing support

Sales force automation Business & IT alignment R&D

TACTICAL IT Tactical functions simply keep

the business up & running ona day-to-day basis:

Infrastructure maintenance Service Desk Testing

Printing BPO ERP maintenance

Outsource In-House

Source: STKI 2007

Infrastructure Outsourcing

Sourcing


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What about infra. mng?

2009 was the worst year for Israeli infra.

Cost reduction by commodity solutions is not

always the right decision for the businessSerious problems in DC, disabled org. services &

demanded CEOs involvement

Increasing IT complexity combined with multiplesystems & interfaces resulted in loss of control

Critical Org. Function Sourcing


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As a result of disabling of key business processes : New regulations from Supervisor of Banks New insurance regulations

Infra is critical to business success & should be managedin-house

I believe we will see some changes in infra operationaloutsourcing model (IaaS)

Outsourcing is not dead its justchanging

Sourcing


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g g

From comprehensive outsourcing (full IT) in early 2000to selective outsourcing on/off-premises (tactical IT

operations) through offshore , hosting (real estate rental)

& utility computing (computing on-Demand) to a new

form of sourcing CLOUD COMPUTING

Cloud Computing Definition

Sourcing


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Highly scalable IT resources SW, CPUs, storage capacity availableas a service & whose usage is measured & billed per use :

Computers & storage are housed in huge, offsite DCInternal cloud onside DC

Users don't own the computer / SW Technology & infra behind the cloud are invisible

Users pay for what they use, similar to electricity

Available over the Internet as a service on Demand:SaaS, PaaS, IaaS

Rent vs. Buy/ Install / Support

Sourcing


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SaaS - not only standard app packages, but customizedapp via new architectures over the Web

IaaS :

Public Cloud - for less than $1 a day you can rent servers fromAmazon, Yahoo!, or EMC

Private Cloud rent computing power from global/ localoutsourcer

Probably the preferred model will be the combination ofpublic & private cloud

Infra as a Service

Sourcing


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Instead of purchasing servers, SW, DC space, or networkequipment - buy those resources as a fully outsourced service

Use of compute resource pools infra at reduced cost (payper use)

Dynamic scalability of infra ; on-demand capacity can beeasily scaled up & down based on resource requirements

Multiple tenants may exist on the same infra resource

What's new?

Sourcing


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Centralizing computing power or utility computing is not new even returns to the computer's roots (MF, Service Bureau), BUT

Technology has matured & stabilized along with attractive

prices made the cloud model highly cost effectiveMultitenancy customized services on unified infra

Subscription pricing

Remote services Remote HD, backup data solution, DRP,Outlook mng, access mng,

Advantages of Cloud Computing

Sourcing


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lower cost of computing

improved performance

no or lower capital IT infra costs

scalability on demand to meet uncertain computing demands

access to apps from anywhere, anytime

freedom from being tied up to a single computer or network

quicker app deployment

availability of huge computing resources reduced HW & SW maintenance , update issues

Disadvantages of Cloud Computing

Sourcing


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need for a constant, high-speed network (the Internet) toconnect to clouds

possibility of slow response at times due to increased trafficon the network or higher load on the computers in the cloud

security of your data on third parties' computer possibility of unauthorized access to your app & data

loss of data due to cloud failure (despite replication across

multiple machines) concern re continued reliability & availability of service by

cloud providers

Outsourcing Landscape is Changing

Sourcing


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Cloud Computing allows too many new players toenter the service providers arena

Virtual players with access to IT resources on cloudwill offer new value added services to its today'sportfolio

Cloud Computing Offerings Sourcing


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SaaS

PaaS

IaaS

DaaS

Professional Services

Sourcing


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Compared to last years drop, PS market will grow due to ITbudgets & rise of new projects

Israeli PS market experiences a minor earthquake due to:

Price & PS working hours reduction in economic downturn

Ministry of Finance tender

PS paycheck transparency to prevent overcharged or lowquality WF

PS Salaries Distribution Sourcing


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Low quality workers

And once again is cheaper pricethe best solution?

Sourcing


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In recent years service providers gave huge discounts (upto 60%) to win tendersITOs set the price as the prime parameter in selectingservice provider, even though quality has its price

Israeli market will move to COST+ model: Average market salary + service providers reasonable fee


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