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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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Presentations Agenda
OTC MEGA Trends 2010
Use of new models for business innovation
Sourcing Strategies
IT mng & Client Support Strategies
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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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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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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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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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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
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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
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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
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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
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Source: Cutter
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What if analysis
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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
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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
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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?
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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
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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
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L o c a
l S u p p
o r t
Market Presence
Enterprise
Existing Israeli
experience inproject mng
This analysis should be used with itssupporting documents
Vendors to Watch:Compuware IBM
WorldwideLeader
Microsoft
CA
PS Next
HP
Primavera
PPM Tools & Integrators in IsraelIN Cli 09 Cli
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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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IntegratorsNew Clients 09 Clients
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!)
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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
This analysis should be used with itssupporting documents
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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IntegratorsNew Clients 09 Clients
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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IntegratorsNew Clients 09 Clients
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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