BT Monitor Benchmark 2013

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BT Monitor Benchmark 2013

  1. 1. Business Technology Monitor Benchmark 2013
  2. 2. Table of contents Table of contents 2 Introduction of Benchmark report 3 Benchmark report guide 5 Solution map 9 APPLICATIONS - Processes & Resource Planning 10 - Financial Control 19 - Customer Relationship Management 26 - Business Intelligence 34 - Messaging & Collaboration 41 INFRA & IT SERVICE PRODUCTION - PCs & Workstations 50 - Business Mobility 58 - Systems 68 - Data communications & Networks 76 - Printing 87 - IT Service Production 94 BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 2
  3. 3. You have a unique report in your hands! It’s one of a kind since the report has been created just for you. It’s based on Biztech International’s unique information database consisting of detailed ICT- and Business Technology-related information from hundreds of organizations in the Nordic countries. You’ve already received your organization-specific BT Monitor Customer Profile, and this report can take you further in analyzing and benchmarking your present situation against your chosen Benchmark group. Dear reader! Cape Rock Ltd has been given rights to use the content of the report for their internal matters only. This report may not be copied, sold or used in any other way. This benchmark report was printed on 8.8.2013. This Benchmark report has been made for: Cape Rock Ltd The chosen Benchmark group is: Whole BTM 2012 & BTM 2013 database Business Technology Monitor Benchmark 1. Biztech International We are an independent organization specialized in analyzing the effectiveness and functionality of ICT environments. Our services are utilized by organizations when measuring and developing their IT functions and also by technology vendors and solution and service providers when trying to understand markets and customer scenarios better. 2. Background to the BT Monitor Benchmark Report The report is based on detailed information of the BT Monitor analyses. They’ve been conducted over the years in the large and mid-size organizations. The analyses have been performed through personal interviews conducted by our consultants with the IT management of the organizations. The number of conducted interviews (over 1,300 different organizations) and the depth and detail of the information (over 600 data fields) make BT Monitor Benchmark unique. 3. BT Monitor Target group Biztech Monitor’s target group is large and mid-size corporations. We’ve been conducting the service in Finland for five years, and started in Denmark and Norway in 2012. For us, the mid-size corporation segment starts from 50 Information Worker employees upward. You’ve made your choice of the Benchmark group through your own definition. It is usually the industry of your company. The number of organizations within the chosen Benchmark group may vary greatly from tens to hundreds. But this should serve you well because it’s uniquely produced for your organization. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 3
  4. 4. 4. BT Framework method Our analyses are based on our own developed format. The format consists of a model, a method, content, and a dynamic information solution. With this method the IT environment can be analyzed in a very straightforward manner in 10 solution areas and IT Service models. BTM Framework produces a visual documentation in the format of a Customer Profile. BT Framework solution areas: APPLICATIONS & SOLUTIONS • Processes and Resource Management (incl. ERP and HRM) • Financial Control • Customer Relationship Management (CRM) • Business Intelligence • Messaging & Collaboration IT INFRASTRUCTURE • PCs and Workstations • Business Mobility • Systems • Data communication and Networks • Printing environments IT SERVICE MODELS BT Framework analyzes each of these solution areas from angles: 1) Maturity assessment 2) Functionality assessment 3) Solutions, applications, devices and technologies 6. How to use this report The most common method utilized is to benchmark one's own situations and choices against the benchmark group. Here are some examples: - The maturity of one's own solution areas against the benchmark group - In which solution areas is there a clear lack and need for better support for the business? - What kinds of development projects are being planned by the benchmark group? - Which service and solution providers are most used? - Which solutions are most popular? And many more… 5. The Total Market BT Monitor has been conducted in over 1,300 organizations (at least once) and we analyze on average 30 organizations per country each month (in total, approx. 100 accounts per month). In this report, we give some analysis of the situation generally for the total market (you can see references such as ”in the total market” here and there). The different graphs, development project lists, etc., are always from your chosen benchmark group referenced in this introduction’s first paragraph. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 4
  5. 5. BTM Benchmark interpretation Maturity assessments The Maturity Assessment graphs describe the typical development steps in each solution area. The graph consists of four different key areas within the solution areas. The customer assesses its environment’s maturity in each four areas. The maturity of the environment and solutions are segmented into five steps, from 1 to 5. Organizations should look at the content in the maturity phase #4 when modernizing their solution environments. Maturity phases: 1 (Red) = "Inefficient and costly environment (or no relevance and hence no need)." 2 (Orange) = "An outdated way of working. Typically easy to improve." 3 (Yellow) = "The general, average situation in the total market. Solutions fulfill basic needs – modern opportunities not utilized.” 4 (Green) = "Modern model for the environment, where technology solutions effectively in use.” 5 (Blue) = "Visionary, eatrly adapter role – actively utilizing the opportunties to seek for strategic competitive edge.” Maturity phases (1-5) Cape Rock Ltd 's Maturity phase (calculated based on 4 sub areas)Benchmark group's maturity phase (calculated based on 4 sub areas) Solution area Maturity sub areas (1-4) Benchmark group's maturity averages are shown with red borders Customer's own maturity assessments are shown on colored backgound BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 5
  6. 6. = Present situation, match with the importance. = A small difference between them. = A clear need for a better solution. = A significant sign of the need for a better solution Assessments of how well the present solutions meet the needs of the organization / company. Customers have assessed both the present situation and the importance regarding the arguments. Each solution area has 6 Functionality Arguments; #5 always related to cost efficiency and #6 to support for business. In the bar graphs, the colored bar illustrates the importance and the silver bar the present situation of the argument in the organization / company. The importance bar’s color is based on the difference between the present situation and the importance and hence illustrates which functionalities are needed most. Functionality Assessments Benchmark group’s present functionality averages (value on green font, when customer’s present state is above Benchmark group) Functionality assessments (6 per solution area) Cape Rock Ltd's Self assesments Cape Rock Ltd 's functionality graph description Benchmark group's functionality graph description Size of Benchmark group in parentheses BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 6
  7. 7. Solutions and their providers The sections for each of the solution areas are analogic. The graphs illustrate the customer choices in the benchmark group. Commentaries are based on the total market. Customer choices in the benchmark group Your organization’s solution is framed in red, if at least one customer in the benchmark group uses same solution Chart title Cape Rock Ltd’s solution and short chart's functionality description Size of Benchmark group in parentheses BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 7
  8. 8. Satisfaction and BT Rating Each Solution area has a Satisfaction and Rating section which illustrates the customer's own situation against the Benchmark group. Satisfaction gauges: The rating from the customer against the average of the Benchmark group. BT Rating gauge (1-5): BT Rating – Pain or Gain? The BT Rating illustrates the overall ability of solutions to support the business needs. It’s based on the Maturity assessments, Functionality assessments and the satisfaction ratings. The basic rule of thumb is that a rating value of 3 describes a norm, OK situation. A rating below 3 is the "Pain-zone”, which hints that something needs to be done to modernize the environment, Rating above 3 is the ”Gain-zone” where the solutions provide the functionalities needed by the business. Trends and focus areas of development: Each Solution area has a Development section which lists Top 5 development trends in total market, Cape Rock Ltd’s own development project with phase and scheduling information, The latest development projects in the benchmark group (these projects are usually enrolled in survey country’s local language). Benchmark group Cape Rock Ltd Satisfaction gauge BT Rating gauge Benchmark group Short functionality description of BT Rating gauge Cape Rock Ltd BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 8
  9. 9. Solution Map These tables illustrate the most common Solutions and Solution Providers in the different solution areas. These solutions and providers are from your chosen bechmark group only. ERP Financials HR Payroll CRM SCM BI Web store Procurement EPM Document mgmt. Cape Rock Ltd's own solution is framed in red, when it's in the chart of a respective solution area. The most common solutions in the different solution areas ERP Financials HR Payroll CRM SCM BI Web store Procurement EPM Document mgmt. Cape Rock Ltd's own solution provider is framed in red, when it's in the chart of a respective solution area. The most common Solution providers in the different solution areas BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 9
  10. 10. The maturity phase #4 represents the modern environment and fuctionality. If you plan to modernize the environment, check these boxes. Maturity phase #3 represents the average situation in the market. Phase #5 shows what we'll see in the near future. In this maturity chart Cape Rock Ltd's own maturity assessments are shown on a colored background and the benchmark group's average maturity is framed in red. Processes & Resource Planning 1. PAST 2. OUTDATED 3. NORM 4. MODERN 5. FUTURE Usage scenario Separate systems for various processes & functions Increasing interoperability of systems Defined, continuously developing processes Networked processes - external integration - transparency Internal & external processes integrated & automated. Proactive planning. HRM Payroll only HRM facts dispersed in documents, job applications in e- mail Separate payroll, human resource & recruitment solutions Integrated HRM system Personnel extensively use services & solutions EAI Handwork – data transfer between systems Different integrations between applications in use Centralized solution integrating different systems Networked - integration extended outside organization Transparent functionality between systems ERP No ERP system in use Several separate key processes supported with “mini ERPs" Centralized & integrated ERP system External integration. Electronic channels information flow & E-Services Integrated entirety, extended for external operators. Cape Rock Ltd / Benchmark group Maturity of ERP solutions: Processes & Resource Planning Intergrating processes, systems and solutions. Enterprise Resource Planning (ERP) and Human Resource Management (HRM) BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 10
  11. 11. Functionalities of Processes & Resource Planning solutions In the total market, the best functionality is in the industry specific support of the ERP solution. The worst siutation is in the HRM. The charts below present the functionality assessments within the Benchmark group. Functionalities 1. Our systems provide desirable support for all noteworthy business processes. 2. Our systems and applications are effectively integrated and serve our needs well . 3. The solutions we use offer good support for payroll, HRM & recruitment processes. 4. Our Enterprise Resource Planning (ERP) system supports the characteristics of our industry and real-time reporting. 5. We have analyzed and optimized the number and the roles of solutions & applications. 6. Systems & solutions offer good support for strategic & commercial objectives. Cape Rock Ltd Self assessment 5 2 4 2 3 3 5 3 4 1 3 2 1 2 3 4 5 Cape Rock Ltd's present state with silver bar and importance with colored bar. # of organizations (784) 3.2 3.1 3.0 3.2 3.2 3.2 Benchmark group's averages Value in green, when Cape Rock Ltd wins benchmark group. Functionality analysis of the benchmark group (present state) Cape Rock Ltd's own functionality level with blue borders Excellent Good Intermediate Poor BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 11
  12. 12. ERP - Processes & Resource Planning solution This chart describes the most popular ERP solutions within your chosen benchmark group. Solutions and applications BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 12
  13. 13. This chart describes the popularity of the named areas of improvement within the benchmark group. Top trends in ERP Cape Rock Ltd 's next development areas in ERP with green background Electronic processes / process automation Mobile workforce solutions Integration with other solutions Extranet solutions Reporting New solution New systems / services environment Other BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 13
  14. 14. ERP solutions deployment year and life span Cape Rock Ltd's own values (2011-2020) are shown with red bars This graph illustrates the number of organizations within the Benchmark group that plan to use a Cloud-based ERP solution model in the future. Bars per year of deployment plan. The bar that illustrates your own plan is in red. Cloud roadmap BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 14
  15. 15. Solution providers - ERP This chart describes the most popular ERP solution providers within the benchmark group. Human resource management (HRM) solutions This chart describes the most popular HRM solutions within your chosen benchmark group. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 15
  16. 16. In general, the top priority project is to implement a HR-solution. Top trends in HRM Cape Rock Ltd 's next development areas in ERP with green background HR-solution Recruitment Workforce planning Data collection Travel management Working time attendance New Systems / Services environment Other Payroll solutions This chart describes the most popular Payroll solutions within your chosen Benchmark group. In the total market, the Service model has the largest share and is also increasing fastest. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 16
  17. 17. Satisfaction with the ERP, HRM and Payroll solutions Cape Rock Ltd's own BT Rating with red, benchmark group's with yellow pointer. The benchmark group's satisfaction with ERP solution 6.8 Cape Rock Ltd's own satisfaction with ERP solution is 8.0 Benchmarking group's satisfaction with HRM solution is 6.4 Cape Rock Ltd's own satisfaction with HRM solution is 6.0 The benchmark group's BT Rating is 3.3 Cape Rock Ltd's own BT Rating is 2.3 Solution providers - HRM This chart describes the most popular HRM solution providers within the Benchmark group. Solution providers - Payroll This chart describes the most popular Payroll solution providers within the benchmark group. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 17
  18. 18. Cape Rock Ltd's own development project A new ERP solution that replaces the 2 separate current solutions Schedule Phase 2013-H1 Scheduled TOP 5 trends in the total market 1. A new HRM solution 2. A new ERP 3. Intergration between the various systems 4. Enhancing the ERP with new modern functionality 5. Payroll solution Trends and focus areas of development: Two major trends: A new or first HRM solution and new ERP solutions. (In the total market) In the total market, there's a huge number of different, industry-specific ERPs. A lot of customers have built their own. Many customers don't have a real HRM solution at all and are implementing one for the first time. Since the major ERP solutions, such as SAP and Microsoft's Dynamics, are offering more industry-specific support and can meet most demands, they're really getting more market share from smaller vendors' solutions. The latest development projects in the benchmark group Hunting and Harvesting Vurderer nytt tidregistreringssytem Større utnyttelse av den oppgraderte plattformen/ opplæring Forbedring av prosjektorganisering/ enklere grensesnitt ERP modernisointi Palkkajärjestelmä Mobilesere organisasjonen vha. mobil plattform Mer automatisering i Agresso - Master for informasjon om ansatte Version vaihto Projektilaskenta- ja projektien tarjoamisprosessit mukaan järjestelmiin (konsernin hanke) ERP:n selainpohjainen kevytversio BI prosjekt ERP käyttökoulutus ERP:n rakentaminen Tietovaraston hyödyntäminen Sähköinen laskutus ERP vaihto EDI operator change Uuden erp-ratkaisun käyttöönotto HR / WEB-modul Integraatio jälleenmyyjiin BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 18
  19. 19. The average maturity in all organizations (including those outside the Benchmark group) is on average 3, in all areas. Though the level of process and solution integration seems to be a permanent development process, there’s still a long road ahead for most organizations. Companies are pursuing solution environments where the ability to plan, steer and manage is dynamic. Electronic invoicing is used by most organizations but it still needs to be “forced” in order to gain potential in process efficiency. Extending the FC solution to the organizations’ interest groups (customers, suppliers) is the “next big thing”. In this maturity chart Cape Rock Ltd's own maturity assessments are shown on colored background and benchmark group's average maturity is framed in red. Financial Control 1. PAST 2. OUTDATED 3. NORM 4. MODERN 5. FUTURE Business support Focus on the external needs Basics of the internal needs Real-time and uniform information available Strong control, prediction and aticipation of the business BI based planning, simulation and follow-up Finance & admin Produces history information, late Many Excel exercises Quality contradictions of the information Standard routines, standard reports Financial control broadly electronic Totally electronic and highly automated Automation & integration Set of separate systems to separate functions Data transfer between separate systems Adding integration and automation 1st phase of the e- invoicing Networked, Automated processes Comprehensive e- invoicing Internal & external processes integrated / automated. Self- service to business Solution Separate apps for billing, ledger, bookkeeping, bank connection Tailored data transfer programs and systems Integrated financial management solution Solution integrated to customer/vendor network Comprehensive solution, optimised for own operation Cape Rock Ltd / Benchmark group Maturity of Financial Control solutions: Financial Control Business planning, budgeting and forecasting. Automation & electronic processes. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 19
  20. 20. Functionality of Financial Control In general in the total market, the functionality assessments #1 and #2 are at the best level, scoring on average 3.5 and 3.4. The least functional areas are #3 (3.1) and #4 (3.0). Clearly the biggest challenges are in the tools for reporting, forecasting and budgeting. Companies are also actively considering alternative solutions and service models. Functionalities 1. Our financial control system provides good support for all key processes. 2. Our separate financial control systems are effectively integrated. 3. Our financial control systems offer first-rate tools for forecasting, reporting and business planning. 4. The service model of our Solutions offer excellent usability and a care-free solutions environment. 5. Our financial control system helps our finance department to be more cost efficient. 6. Our financial control system offers excellent support for our business. Cape Rock Ltd Self assessment 5 3 5 2 3 3 5 3 5 2 5 3 1 2 3 4 5 Cape Rock Ltd's present state with silver bar and importance with colored bar. # of organizations (785) 3.5 3.4 3.1 3.1 3.4 3.3 Benchmark group's averages Value in green, when Cape Rock Ltd wins benchmark group. Functionality analysis of benchmarking group (present state) Cape Rock Ltd's own functionality level with blue borders Excellent Good Intermediate Poor BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 20
  21. 21. Financial Control solution The total market for FC solutions is highly saturated with no clear market leaders. Therefore, in this chart, the biggest share is typically owned by “Other”. This probably isn’t the case when you’re benchmarking against a specific industry. Since quite many organizations are planning to use solutions as a service model, we’re going to see its share increasing as well as major software companies (Microsoft, SAP, industry-specific major players) gaining more share from smaller solution providers. The pie chart shows all solutions with a market share of 1.5% or more. Financial Control solutions in use BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 21
  22. 22. This graph illustrates the number of organizations within the Benchmark group that plan to use a Cloud-based solution model in the future. Bars per year of deployment plan. The bar that illustrates your own plan is in red. Cloud roadmap In general, the two leading development need areas are "Reporting / BI" and "Integration". They together account for more than 60% of the surveyed organizations. Top trends in Financial Control solutions Cape Rock Ltd's next development projects with green background Automation & electronic processes Process automation Reporting, BI Integration with other solutions Partly / total Outsourcing New systems environment Other BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 22
  23. 23. Financial Control solution providers As with the market for FC solutions, the market for their Providers is fragmented. In your specific industry, however, this probably isn't the case and you'll be able to see a clearer short list of the most prominent solution providers. The chart includes all solution providers with a market share of 1.5% or more. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 23
  24. 24. Satisfaction with Financial Control Cape Rock Ltd's own BT Rating with red, benhmark group's with yellow pointer. Benchmark group's satisfaction is 7.0 Cape Rock Ltd's satisfaction is 8.0 Benchmark group's BT Rating is 3.5 Cape Rock Ltd's BT Rating is 3.5 Cape Rock Ltd's own values (2006-2015) are shown with red bars Solution deployment year and life span BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 24
  25. 25. Cape Rock Ltd's own development project FC Outsourcing Schedule Phase 2013-H2 Research TOP 5 trends in the total market 1. Reporting, BI 2. Integration with other solutions 3. FC automation & electronic processes 4. A new solution 5. Partly / total Outsourcing Trends and focus areas of development: There are some clear trends within the Financial Control development projects. Regarding the total market, you can find them listed below. Regarding your benchmark group, you'll also find development projects listed below your own's. The latest development projects in the benchmark group Kalkulasjon av tilbud Avdelingsregnskap, Anne sjekker Fullstendigl prosess inn i eget system/ bedre målstyring Bedre økonomirapporter / Få mer ut av eksisterende løsning Full nyttiggjørelse av ny løsning E-faktura E-faktura Rapportering og BI arbeid Ny statlig kontoplan / Nytt oppsett i Agresso Version vaihto E- faktura godkjenning Ostolaskujen sähköistys Saapuvien laskujen scannaus ja siirto ERP:n Taloustiedon vienti tietovarastoon Sähköinen laskutus Asia muuttuu erp-ratkaisun myötä Elektronisk rapportering BI Prosjektregnskap Større integrering av Visma BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 25
  26. 26. Customer Service Management and related development projects are high on companies’ priorities and rarely missing from their Roadmaps. This is no wonder, because of two major factors: Solutions are either missing or are poorly deployed. Even if most companies do have a solution, they’re often used in a very primitive manor without support for the needed, company-specific processes, views and reports. Most companies still use their CRM solutions more as a “customer register” where the data is static. Therefore, we can see a great many development projects on the horizon. In this maturity chart Cape Rock Ltd's own maturity assessments are shown on colored background and the benchmark group's average maturity is framed in red. CRM 1. PAST 2. OUTDATED 3. NORM 4. MODERN 5. FUTURE Salesforce Individual / team based solutions Chosen sales processes supported Sales processes and pipeline, sales director view BI-based planning and management Task based views and functionality Marketing & communi- cations Common customer database Identifying target customers from different sources Segmentation, campaigns & communication generated by CRM integration with Electronic marketing Automated by customer profile Customer service Customer data picked up separately Case by case customer data access Customer history access, sales opportunity integration Sales and service integration, interactivity, self service Service situation based automated features Solution Registers from operative applications Basic CRM solution CRM solution in extensive use Optimized and integrated for own needs XRM solution Cape Rock Ltd / Benchmark group Maturity of CRM solutions: Customer Relationship Management Solutions for sales, marketing, marketing communications and customer service. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 26
  27. 27. Functionality of Customer Relationship Management solutions The CRM solution is typically deployed to support one of the key processes: sales, marketing and communications or customer service. Therefore, depending on the company, the strengths in the functionality may vary a great deal. Many state that the sales process is the most important process of a company, but still the functionalities of the systems deployed typically are unsatisfactory (F#1). Electronic marketing and its integration with CRM solutions is a hot topic . Functionalities 1. Sales management have good, working Dashboard views to help them manage sales. 2. Our CRM solution is integrated with our electronic marketing (email, web services, social media, internet advertising, …) 3. A 360-view is easily available of all customers (sales, activities, appointments, agreements, projects, deliveries, …). 4. Our CRM solution is easily and effectively used by mobile devices. 5. Our CRM solution helps us to operate more cost-effectively in sales, marketing communications and customer service. 6. Our CRM solution is complete, optimized and integrated for own needs. Cape Rock Ltd Self assessment 5 4 3 1 3 2 5 2 4 1 5 4 1 2 3 4 5 Cape Rock Ltd's present state with silver bar and importance with colored bar. # of organizations (535) 2.7 2.2 3.0 2.6 2.4 2.7 Benchmark group's averages Value in green, when Cape Rock Ltd wins benchmark group. Functionality analysis of benchmarking group (present state) Cape Rock Ltd's own functionality level with blue borders Excellent Good Intermediate Poor BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 27
  28. 28. A significant number of companies still lack a true CRM solution. Some feel that their needs for CRM functionality can be met with their ERP solution's CRM add-ons. In the total market, there seems to be two players whose names appear most in the development roadmaps: Microsoft’s Dynamics CRM and Salesforce.com. CRM solutions and market shares BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 28
  29. 29. In the total market, the two leading development need areas are "Comprehensive customer view" and "New CRM solution". Top trends in CRM solution Cape Rock Ltd's own CRM development areas with green background Comprehensive customer view Sales management Contact / Call center Campaign menagement Electronic marketing Activity reporting New CRM solution Customer portal New Systems / Services environment Other BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 29
  30. 30. CRM solution providers In the total market, the largest part of companies deploy and develop the CRM solutions by themselves. This might also be a big factor of the poor functionality ratings of the solutions. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 30
  31. 31. Cape Rock Ltd's own values (2006-) are shown with red bars CRM solution deployment year and life span CRM solution users % per all employees Cape Rock Ltd's 130 CRM users (22%) BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 31
  32. 32. Satisfaction with the CRM solution and CRM solution provider Cape Rock Ltd's own BT Rating with red, benchmark group's with yellow pointer. The benchmark group's satisfaction with CRM solution is 6.5 Cape Rock Ltd's own satisfaction with CRM solution is 8.0 The benchmark group's satisfaction with CRM solution provider is 6.8 Cape Rock Ltd's own satisfaction with CRM solution provider is 10.0 The benchmark group's BT Rating is 3.1 Cape Rock Ltd's own BT Rating is 3.1 Even most of the new solutions and systems deployed are “On-Premises” (companies install them to their own systems environments), it’s clear that it’s just a matter of time when the deployments will be made into the public cloud. This will happen in time but Cloud based solutions need to offer the same security and functionality. Currenltly the biggest players in the public Cloud arena are Microsoft's Dynamics CRM Online and Salesforce.com. Cloud roadmap BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 32
  33. 33. Cape Rock Ltd's own development project Customer portal Schedule Phase 2013-H2 Research TOP 5 trends in the total market 1. Improving the functionality of current CRM solution 2. Extending the solution the other CRM processes 3. New CRM system 4. Deploying ERP-solution's CRM-functionality 5. Electronic marketing Trends and focus areas of development: In the total market incl. all companies, the key trends can be divided into four categories: A) Companies without a true CRM solutions have awoken and are surveying options B) Companies with “standstill” CRM solutions looking for means to implement their processes and management views C) Companies w. working CRM solutions for a chosen process (e.g. sales / customer service) that are now developing support for the next most important process into the solution. D) Electronic marketing. This might even be the first process to deploy. The latest development projects in the benchmark group Oppgradering Infrastruktur Digitale kundeflater Dialogverktøy Forbedring av prosjektorganisering/ enklere grensesnitt Vurdere nytt CRM-system Pris og sortement på nett Kontinuerlig forbedring av fagssystemet Elbit Kunnon integrointi Kelan e-arkisto palveluihin CRM:n tulevaisuuden arviointi Uuden CRM:n implementointi Nytt CRM-system Migrering til IFS CRM Myyntijohtamisen kehittäminen Nytt system Työpöytien tekeminen erilaisten asiakasryhmien kanssa työskenteleville henkilöille New CRM (Group CRM) Asia muuttuu uuden erp-ratkaisun myötä Samhandlingssystem BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 33
  34. 34. Maturity phase #4 represents the modern environment and functionality of the environment. If you plan to modernize the environments, check these boxes. Maturity phase #3 represents the average situation in the market. Phase #5 shows what we'll see in the near future. In this maturity chart Cape Rock Ltd's own maturity assessments are shown on a colored background and the benchmarking group's average maturity is framed in red. Business Intelligence 1. PAST 2. OUTDATED 3. NORM 4. MODERN 5. FUTURE Users Controller, financial management Top & middle management Department and/or region based extensions Usage & solutions according to access rights throughout whole organization Also for interest groups (views for customers & partners) Reports Separate standard reports Specified report. Separate user owned reports. Intranet in database; reports & analyses in local data storage Collaborative company based electronic reporting on need basis For interest groups in chosen sectors, reports from cloud portals Solutions Miscellaneous financial and or production management solutions Personal tools Department or area based (OLAP), analyzing BI management solution based on common company data storage Cloud service portals produce reports & information for interest groups Content production Content generation by solutions. Does not respond to needs and/or desired view. Handwork, business owners have the content responsibility Data collected automatically. Combining & reporting on needs basis. Centralized data storage enables information analyzing Automatically updated measures & reporting portals for every user Cape Rock Ltd / Benchmark group Maturity of Business Intelligence: Business Intelligence Collection and integration of Business Intelligence. Data Warehouses, Reporting solutions, Management solutions, Dashboards BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 34
  35. 35. Functionality of Business Intelligence solutions In the total market, the best functionalities on average are in the #1 / Availability and #6 / Support for business. The worst situtation is in #4 (other interest groups / stake holders). The graphs below present the functionality assessments within the Benchmark group. Functionalities 1. Our BI solution is offered / available to all. 2. The data from different applications / solutions is easily combined for appropriate reports and views. 3. Business intelligence data is utilized from a centralized data warehouse. 4. Our BI solution serves various interest groups and stakeholders (e.g. customers' views / reporting). 5. Our BI solution is cost effective. 6. Our BI solution supports our business needs well and helps our management in business planning & steering. Cape Rock Ltd Self assessment 5 2 5 3 5 4 3 2 5 3 5 2 1 2 3 4 5 Cape Rock Ltd's present state with silver bar and importance with colored bar. # of organizations (780) 3.1 2.9 2.8 2.8 3.0 3.1 Benchmark group's averages Value in green, when Cape Rock Ltd wins benchmark group. Functionality analysis of benchmarking group (present state) Cape Rock Ltd's own functionality level with blue borders Excellent Good Intermediate Poor BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 35
  36. 36. This chart describes the most popular Reporting solutions within the Benchmark group. BI platforms, BI solution appliances, solutions and technologies BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 36
  37. 37. Databases This chart describes the Databases' popularity within the Benchmark group. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 37
  38. 38. BI solution providers This chart describes the most popular BI solution providers within the benchmark group. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 38
  39. 39. Satisfaction with BI solution Cape Rock Ltd's own BT Rating with red, becnhmark group's with yellow pointer. The benchmark group's satisfaction with BI solution is 6.6 Cape Rock Ltd's own satisfaction with BI solution is 6.0 The benchmark group's BT Rating is 3.2 Cape Rock Ltd's BT Rating is 3.1 Cape Rock Ltd's own values (2008-2014) are shown with red bars BI deployment year and life span BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 39
  40. 40. Cape Rock Ltd's own development project Data Warehouse Schedule Phase 2014-H1 Research TOP 5 trends in the total market 1. Reporting system 2. ERP integration 3. DW (Data Warehouse) -project 4. Planning, budgeting and forecasting 5. A new BI solution Trends and focus areas of development: The latest development projects in the benchmark group IBM Domino Ny BI-løsning Ferdigstille og rulle ut ny løsning Etablere BICC Bedre rapporter for styret Kontinuerling forbedring og håndtering av volum/rapporter Analysegrunnlaget Øke effektivitet i organisasjonen Sentralisere DW BI DW-arkkitehtuurin täsmentäminen BI Toisen asteen tievarastoratkaisut BI-ympäristön implementointi New features in reporting (Management Accounting Features; Cash Flow, Simulations, Budgeting) Asia muuttuu uuden erp-ratkaisun myötä BI BI-environment modernisation (TM1 implementation) DW Videre utvikling av egen løsning BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 40
  41. 41. The maturity of the Messaging & Collaboration solution environments in general is at 3. The only exception to the rule is Voice Messaging, where a lot of legacy telephone exchange systems are still in use. Document Management systems are slowly but surely improving in general, but typically are at level 3-. Organizations are putting a lot of effort into integrating or renewing separate communications solutions into a unified solution; this is currently the focus area of development projects. In this maturity graph Cape Rock Ltd's own maturity assessments are shown on colored background and benchmarking group's average maturity is framed with red color. Messaging & Collaboration 1. PAST 2. OUTDATED 3. NORM 4. MODERN 5. FUTURE Voice messaging Conventional telephone exchange, fixed line telephones Mobile phones replace desktop handsets One phone device, PCs also used in voice messaging Voice integrated with other messaging solutions An integral part of messaging solution Video No solution Separate solutions / PC based instant messaging Also PC based video conferences Integrated solutions Video calls Video usage grows explosively Collaboration Personal document processing Joint shared storage resources Document management solution, company & team portals Web and Video conferencing w. content sharing User oriented, device & location independent Solutions Solution area based User & solution based E-mail, productivity tools, smartphones Tablets, digital signs, new generation of video and messaging systems Solutions and content from Public Cloud Cape Rock Ltd / Benchmark group Maturity of messaging and collaboration solutions: Messaging & Collaboration Voice, video, email, intranet, document management and unified communication solutions BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 41
  42. 42. Functionality of messaging and collaboration solutions in the Benchmark group: In general, organizations assess the capabilities of their systems and solutions to be at satisfactory level, at most. This is slightly surprising but clearly has to do both with the present old systems and the increased awareness of modern solutions and models. The areas that seem to be most lagging are unified communications, document management and cost efficiency. Functionalities 1. Our voice communication solution is integrated in our Messaging infrastructure. 2. We use a Unified Communication solution with voice, video, e-mail, conferencing and instant messaging functionality. 3. Our Document Management solution provides the functionality we need. 4. We utilize digital signage effectively in our marketing and internal messaging. 5. We have made a messaging & collaboration cost analysis, which helps us steer our solutions for different communication needs. 6. Our users are more productive, accessible and satisfied with our messaging & collaboration solutions. Cape Rock Ltd Self assessments 4 1 5 2 5 2 3 1 4 4 5 2 1 2 3 4 5 Cape Rock Ltd's present state with silver bar and importance with colored bar. # of organizations (786) 2.5 2.7 2.7 3.0 2.4 3.0 Benchmark group's averages Value in green, when Cape Rock Ltd wins benchmark group. Functionality analysis of benchmarking group (present state) Cape Rock Ltd's own functionality level with blue borders Excellent Good Intermediate Poor BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 42
  43. 43. Messaging platforms In general, half of the organizations still utilize legacy telephone exchange solutions, while more than one-third are utilizing Operator services and the rest have their own, modern more-or-less IP-based solutions. Microsoft's Lync is gaining ground and has full potential to becoming the de-facto unfied communications platform. In the messaging / E-mail platform arena, Microsoft Exchange is by far the clear market leader. The graph below illustrates the market situation within the benchmark group.. Platforms in use, applications, solutions and technologies BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 43
  44. 44. Web conferencing and instant messaging solutions During the last year, the share of organizations without any solutions in this area has drastically declined, but is still pretty high and the largest piece of the pie. Microsoft is doing well in this area with its Lync solution, which will replace its various predecessors (Live Meeting, Office Communicator). This is one of the areas that shows up in almost every customer’s Roadmap. Cape Rock Ltd's next development projects with green background New voice messaging solution Telephone exchange services Email Integration between solutions Change to Service model Other Top trends in Messaging BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 44
  45. 45. Collaboration - solutions in use Microsoft dominates the Office application market totally. Customers don’t seem to want another application on their PCs; time will tell if the cloud model of alternative solutions catches on. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 45
  46. 46. Messaging solution providers There are lots of different solution providers for customers’ messaging solutions since only a handful of them reach a 2% market share. The biggest share, however, goes to organizations implementing and supporting the solutions themselves. The Document Management solutions demand expertise from their providers. Solution Providers also do a reasonable amount of customization. Therefore they represent a distinct group of players from Messaging. Still, a big portion of companies do them by themselves or maybe leave the functionality at “out-of-the-box” level. Document Management solution providers BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 46
  47. 47. Satisfaction with Messaging & Collaboration solutions Cape Rock Ltd's own BT Rating with red, becnhmark group's with yellow pointer. The benchmark group's satisfaction with messaging is 7.0 Cape Rock Ltd's own satisfaction with messaging is 8.0 The benchmark group's satisfaction with collaboration is 6.0 Cape Rock Ltd's own satisfaction with collaboration is 6.0 The benchmark group's BT Rating is 3.2 Cape Rock Ltd's own BT Rating is 2.3 Cloud Roadmap BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 47
  48. 48. Cape Rock Ltd's next development projects with green background Video utilization in web conferencing solutions New Video conferencing solution Adding video conference rooms Integration between solutions Change to Service model Other Top trends in Video conferencing Cape Rock Ltd's next development projects with green background Solution for internal messaging Solution for marketing Adding targets / units in current system Content management solution Change to Service model Replacing video projectors with Digital Signs Other Top trends in Digital Signage BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 48
  49. 49. Cape Rock Ltd's own development project Unified communciations platform Schedule Phase 2014-H1 Research TOP-5 development projects in benchmark group 1. Unified communications (UC) 2. Web conferencing 3. Video conferencing 4. Public Cloud service model 5. Telephony services Trends and focus areas of development: In the Roadmaps of organizations’ Messaging and Collaboration development projects there are some trends that are recognizable: modernizing the communications solutions, integrating voice to other messaging and “finally” getting their Document Management act together. Since the solutions are available as Cloud- implementations, many organizations are considering that service model. The latest development projects in the benchmark group Puhelinvaihde / UC-ratkaisu Full UC løsning Integrasjoner mellom løsninger Valg og utrulling av langsiktig løsning Konsernin viestintäratkaisu Innkjøp av Lync / Utfasing av telefonsentral Office 365 palvelun käyttöönotto Telefoni/ Samhandling Puheratkaisun uusiminen Erstatte dagens telefonsentral med Lync sin MS Lyncin käytön laajentaminen MS Lync MS2013 new features implementation (support for SOME) UC Integraatio järjestelmien ja laitosten välillä Utvikle nytt intranett Total consolidated plan for setup Ser på Office 365 og samhandlings løsning Adding videoconference rooms Järjestelmien käytön laajentaminen ja tehostaminen Operaattorin kilpailutus BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 49
  50. 50. The hot topic of the day is "BYOD" and "CYOD". They translate as "Bring your own Device" and "Choose ...". In practise it means that IT solutions should offer secure and managed environments for users to use what ever device they want to. Their own PC, Hybrid (Notebook / Tablet) or a choice from corporate offerings. A lot of talk and some effort to manage the scenario. In this maturity chart Cape Rock Ltds own maturity assessments are shown on a colored background and the benchmark group's average maturity is framed in red. PCs & WSs 1. PAST 2. OUTDATED 3. NORM 4. MODERN 5. FUTURE Working scenario Device centric Workgroup Location independent Device independent Task based Devices Various PCs Standardised PCs Dominantly Notebooks, 3G Versatile, user profile based (incl. Tablets, Hybrids) Also non-traditional devices Applications Old operating systems & applications Standardised OS & Office apps More browser based & virtual environments Usable with different devices Office apps from the cloud and as device optimised Usage & management PC support staff Standardised environment, pre- installation, helpdesk Centralised solution Strong user identification and data security Automated Cape Rock Ltd / Benchmark group Maturity of PC & Workstation environments: PC & Workstation environment PCs, workstations, thin clients, PC operating systems, Office applications, PC security solutions, management, vendors and virtualization solutions BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 50
  51. 51. Functionality of PC & Workstation environments: These graphs illustrate your and the Benchmark group's assessments of the listed functionalities. Argument #1 relates to one hot topic; the BYOD ("Bring Your Own Device"), which would allow users the choice of device; whether their own or provided by the organization. In the total market, the need for better management and cost efficiency stand out most. Functionalities 1. Users may choose the best device for their needs (Business-PC, UltraBook, Tablet, Hybrid, Power Workstation, own PC). 2. We offer users an opportunity to use Windows 8 devices as supported devices. 3. We offer our users location and device independence. (e.g. Browser based and virtualized environments) 4. Our management & data security solutions support versatile device environment and ubiquitous Cloud service usability. 5. We use life-cycle model (deployment, support, management, removal) to monitor and steer the PC & Workstation costs. 6. Our PC & Workstation environment improves our users’ accessibility, productivity and satisfaction. Cape Rock Ltd Self assessment 5 3 5 2 4 3 5 1 5 3 4 2 1 2 3 4 5 Cape Rock Ltd's present state with silver bar and importance with colored bar. # of organizations (786) 2.7 3.9 3.3 3.1 3.0 3.6 Benchmark group's averages Value in green, when Cape Rock Ltd wins benchmark group. Functionality analysis of benchmarking group (present state) Cape Rock Ltd's own functionality level with blue borders Excellent Good Intermediate Poor BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 51
  52. 52. Standardised Office applications Microsoft controls this solution area totally, it's just a question of the version of Microsoft's Office. Operating Systems (OS) and basic solutions. This chart describes the operating systems' and protection solutions' share within your benchmark group. Standardized OS and PC protection solutions BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 52
  53. 53. PC brands' and vendors' market shares This chart illustrates the PC / Workstation brands' share within the Benchmark group. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 53
  54. 54. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 54
  55. 55. Vendors of PC & Workstation devices / solutions This graph lists the most popular vendors and their market share within the benchmark group. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 55
  56. 56. Satisfaction with PC & Workstation environments and solutions Cape Rock Ltd's own BT Rating with red, becnhmarking group's with yellow pointer. The benchmark group's satisfaction with PC & Workstation environment is 7.8 Cape Rock Ltd's own satisfaction with PC & Workstation environment is 6.0 The benchmark group's satisfaction with vendor is 8.1 Cape Rock Ltd's own satisfaction with vendor is 10.0 The benchmark group's BT Rating is 3.6 Cape Rock Ltd's own BT Rating is 3.2 BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 56
  57. 57. Cape Rock Ltd's own development project Win 8 POC - BYOD Schedule Phase 2014-H1 Research TOP 5 trends in the total market 1. Windows 7 migration 2. Hybrid piloting (Notebook / Tablet) 3. Virtualization 4. Management 5. Lifecycle model The latest development projects in the benchmark group Windows 8 deployment BYOD og virtualisert desktop / Vurdering av outsourcing Vurderer rollebasert IBM Forbedre brukeropplevelse SCCM käyttöönotto ja O.S. vakiointi Implementering av nytt regime og opplæring av brukere Hybridilaitteiden käytön mahdollisuus edustajilla Utfasing av stasjonære / Pilot på mobile løsninger BYOD valmistautuminen / laitestrategian tekeminen Ny MS system center for utrullign av OS og PC Kartoitus työasemien virtualisointimahdollisuuksista Windows 7 rollout Tori ja fuusio Utarbeiding av strategi for bruk av nettbrett SAM Office 365 VPN clientin version nosto (Cisco AnyConnect) Uusien päätelaitevaihtoehtojen arviointi Esiasennuspalvelun osto Työasemaympäristön toimitusten ulkoistus Trends and focus areas of development: Currently the most popular development areas are: 1) Windows 7 (Yes, still!) 2) Virtualization 3) BYOD BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 57
  58. 58. Business Mobility is definitely one of the most interesting areas today. From two perspectives: Creating better customer experience and access to own systems from various mobile devices. This area is developing with high speed and creating user and customer scenarios that didn’t exist before. With Smartphones users can utilize not only the messaging but more collaboration solutions. Tablets provide even better usability and replace notebooks in some scenarios. Management of various types of devices can be a headache for IT departments but more comprehensive solutions are available now. In this maturity chart Cape Rock Ltd's own maturity assessments are shown on a colored background and the benchmark group's average maturity is framed in red. Business Mobility 1. PAST 2. OUTDATED 3. NORM 4. MODERN 5. FUTURE Devices Miscellaneous devices. More functionality. Also Smartphones. Standardized, pre- installed, optimized by user profile Versatile devices on need basis incl. Tablets Various devices per user per need. Seamless interoperability. Functions Personal phone calls & SMS Extended services (one number, PBX services, conf. calls) Email, contact & calendar functions Browser based apps Web meetings, Documents, Intranet, Video, Mobile apps. Business solutions’ mobile apps. Management SIM open / close User based Remote management by messaging solution. Basic protection. True management solution, security & updates Extensive control. Application & device mgmt. automated. Policies Choice by budget Choice by user profiles Choice by platform Optimized procurement, use and agreements SLA based life cycle management Cape Rock Ltd / Benchmark group Maturity of Business Mobility environments: Business Mobility Business mobility platforms, smartphone brands, tablet brands and their management. Service providers, device vendors and their shares of the market. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 58
  59. 59. Functionality of Business Mobility The key solution is messaging. Voice, e-mail, instant messaging and Web conferencing. More and more people use smartphones and tablets for messaging more than their PCs. Collaboration solutions are available now for business mobility devices as well. Solutions and services such as Office365, Webex, Lync, etc., provide collaboration functionality needed on the road. From IT's perspective, management is a key issue and seems to be where there is most need. These Graphs show your and the Benchmark group's assessments of the listed functionalities. Functionalities 1. We’ve made an analysis and choice of recommendations for Business Mobility platforms (Apple / Google / Microsoft). 2. We collaborate effectively with our smartphones and tablets. (Email, documents, web meetings, intranet). 3. We offer users an opportunity to use tablets as supported devices. 4. Our management & data security solutions cover mobile device environment and solutions & services usability. 5. We use lifecycle based cost analysis to identify crucial cost entries and development & savings targets. 6. We have defined the business needs and the means by which we use solutions with mobile devices. Cape Rock Ltd Self assessment 3 2 5 3 5 1 4 2 5 3 5 2 1 2 3 4 5 Cape Rock Ltd's present state with silver bar and importance with colored bar. # of organizations (782) 2.8 2.7 2.3 2.7 2.3 2.4 Benchmark group's averages Value in green, when Cape Rock Ltd wins benchmark group. Functionality analysis of benchmarking group (present state) Cape Rock Ltd's own functionality level with blue borders Excellent Good Intermediate Poor BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 59
  60. 60. Business mobility platforms, device brands, solutions and service providers. Self assessment Google 4 Microsoft 1 Apple 3 3.0 3.3 3.3 Business mobility platforms The Platform is a question and decision that most organizations need to make. This is needed because of at least two perspectives: 1) IT management and 2) supported business solutions. Which platforms provide the best functionality for us so that users are happy as well? Without compromising data confidentiality and integration. The more platforms are supported, the more it demands from IT, solutions and management solutions. Benchmark group's averages Cape Rock Ltd BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 60
  61. 61. Mobile phone brands and their share % of new purchases This chart describes the Mobile phone brands and their share within the benchmark group. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 61
  62. 62. Mobile phone vendors and their market shares This graph shows the mobile phone vendors and their market shares within the benchmark group. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 62
  63. 63. Preferred tablet brands in installed base and brands' shares in new purchases Tablets are very good for reading, e-mail and browsing. But they haven't yet been able to replace PCs. That's due to limited input capabilities, lack of integration with business solutions and device management. Anyway, they're coming. Right now, Apple's iPAD dominates the market, which is still very small in this customer base. When Microsoft and its hardware partners come with new Windows 8-based Tablets, the boom and battle in the enterprise base will surely begin. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 63
  64. 64. The big question for CIOs is whether there will be 2 or 3 devices per user (PC, Smartphone, Tablet). Many are piloting "Hybrdis" that combine the PC and Tablet in order to be more (cost) effective. Top trends in Tablets Cape Rock Ltd 's next development areas in Tablets Pilot / POC Platform choices New devices Device management Security solution Application evaluations Application development Other BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 64
  65. 65. Mobile device management solution Mobile device management service providers Some organizations outsource the management of devices to service operators. This graph shows the service operators and their shares within the benchmark group. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 65
  66. 66. Satisfaction with Business Mobility environments and their solutions & services. Cape Rock Ltd's own BT Rating with red, benchmark group's with yellow pointer. The benchmark group's satisfaction is 6.8 Cape Rock Ltd's own satisfaction is 6.0 The benchmark group's BT Rating is 3.2 Cape Rock Ltd's own BT Rating is 2.8 BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 66
  67. 67. Cape Rock Ltd's own development project Device management solution Schedule Phase 2013-H2 Scheduled TOP 5 trends in the total market 1. Management solution deployment 2. A comprehensive, Unified Communications solution 3. Choice of platform 4. Cost analysis 5. SLA –based service model Trends and focus areas of development: Typically the Business Mobility environments are developed phase by phase as follows: 1. Choice of platform(s) 2. Choice of devices per user profiles 3. Securing Messaging & Collaboration solution access 4. Management solution deployment 5. Enhancing the user experience (access to Business Solutions etc.) The latest development projects in the benchmark group BYOD og å tilby løsninger på relevante plattformer for ansatte og kunder Nordisk Track & Trace system Flere applikasjoner (f.eks. CRM og intranett) over på mobile løsninger Veivalg ved bruk av mobile enheter Utarbeiding av mobilstrategi for egne brukere og underliggende selskaper Etähallintaohjelmistojen kartoitus Ny adminløsning. Intune Kartoitus tablettien hyödyntämisestä liiketoiminnasta Tutkitaan hybridejä Support for BYOD devices Vurdering av muligheter for MDM-løsning Assessment of a renewed plattform Mobile management improvement VPN clientin version nosto, VDI-ympäristö n. 50 tabletille 2015 Huollon päätelaitteen valinta Tablet tietokoneiden pilottikäyttö Bruk av mobile enheter i salgssammenheng Matkapuhelinten osalta elinkaariprosessien hallinta (päätelaitteiden hankinta, välitys käyttäjille, liittymähallinta) Windows tablettien pilotointi Tabletti pilotti BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 67
  68. 68. The Systems environment and the Datacenter provide the robustness, performance and capacities the organizations need. Or they don't. Key issues in this area today are virtualization and capacity services. More and more organizations have built their environment as hybrids consisting of their own Datacenter complemented with Infrastructure as a Service (IaaS) deployments. Many organizations still lack good proactive management solutions. In this maturity chart Cape Rock Ltd's own maturity assessments are shown on a colored background and the benchmark group's average maturity is framed in red. Systems 1. PAST 2. OUTDATED 3. NORM 4. MODERN 5. FUTURE Servers Various brands & models Standardized environment Consolidated (Blade), partly virtualized Widely virtualized Completely virtualized, physically redundant Storage & backup systems Server based Server based & Fault tolerant Centralized storage (SAN, iSCSI) & backup system Redundant storage systems Capacity as a service, automatic recovery Capacity services Not available HW Unit specific Internal Storage and Server resources as services Computing & capacity also as services Public Cloud services’ share increasing Monitoring & management Non existent / reactive Appliance based monitoring Proactive management of critical systems Automatic fault recovery SLA based automatic resource allocation Cape Rock Ltd / Benchmark group Maturity of System environments: Systems Servers, storage & backup systems, system platforms, virtualization solutions and monitoring & management of environments BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 68
  69. 69. Functionality of System environments: The key functionalities relate to performance, virtualization and storage (and backup). Traditionally, these solutions have been built inside the organization’s own environment. Many businesses need rapid deployments of new system resources and because of the increasing ease of such services offered as either private or public cloud solutions, the environments consist of both internal and external services. Even though virtualization has provided many benefits, a new issue is to implement tuned systems solutions for different key applications (F#6). These solutions provide great performance, deployment and management benefits. Functionalities 1. Our systems environment is effectively consolidated & virtualized. 2. Our centralized storage systems guarantee data availability in all conditions. 3. We offer rapid, on-demand deployments of virtual systems to our business units / projects etc. 4. We utilize infrastructure as a service (IaaS) to provide flexibility in addition to our own systems’ capacities. 5. Systems environment’s cost analysis is used for optimizing our solutions & services. 6. Our systems environment offer the needed performance, functionality and user experience. Cape Rock Ltd Self assessment 5 3 4 2 5 1 4 3 5 3 5 3 1 2 3 4 5 Cape Rock Ltd's present state with silver bar and importance with colored bar. # of organizations (781) 3.7 3.4 3.5 2.1 2.9 3.8 Benchmark group's averages Value in green, when Cape Rock Ltd wins benchmark group. Functionality analysis of benchmarking group (present state) Cape Rock Ltd's own functionality level with blue borders Excellent Good Intermediate Poor BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 69
  70. 70. Server virtualization solutions This chart describes the protection solutions' share within your benchmark group. System environments' platforms and solutions BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 70
  71. 71. Server brands and their market shares These charts illustrate the Server market from two perspectives: 1. Number of physical server hw by brand and 2. Number of virtual servers by b´rand or service model. In general the IaaS (Infrastructure i.e. Servers as a service), where customers aqcuire servers from the cloud without any concern of hardware is growing rapidly. # of organizations (216) BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 71
  72. 72. Storage, backup and server protection Storage is important from many angles, especially performance, capacity, security, availability and cost. The fact that the amount of data and hence the need for storage space increases with high speed creates challenges such as cost, redundancy and management. But there are good solutions for these challenges. These graphs show the solutions and their share within your benchmark group. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 72
  73. 73. Systems environment vendors and solution providers This chart describes the most popular vendors and their market shares within the benchmark group. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 73
  74. 74. Satisfaction with Systems environment and vendor Cape Rock Ltd's own BT Rating with red, Benchmark group's with yellow pointer. The benchmark group's satisfaction with environment is 7.8 Cape Rock Ltd's own satisfaction with environment is 6.0 The benchmark group's BT Rating is 3.7 Cape Rock Ltd's own BT Rating is 3.0 The benchmark group's satisfaction with vendor is 8.0 Cape Rock Ltd's own satisfaction with vendor is 8.0 Top trends in Storage & Data management Cape Rock Ltd 's own development areas in Storage & Data management Comprehensive plan New system Service model change (IaaS) Big Data needs fulfillment De-duplication Support for Virtualized server system Backup solution Other BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 74
  75. 75. Cape Rock Ltd's own development project Doubling the server capacity Schedule Phase 2013-H2 Budgeted TOP 5 trends in the total market 1. Storage solutions 2. Optimization 3. Capacity service deployments (IaasS) 4. Virtualization 5. Management solutions Trends and focus areas of development: Virtualization keeps IT departments busy in Data Centers. The second area is capacity service planning and implementation. Many organizations are planning a roadmap for optimizing their environments. New public cloud services, such as Microsoft’s Azure and Office365 and many other Virtual Server services, offload their own systems environments and resources. The latest development projects in the benchmark group Outsourcing Nytt SAN / Sikkerhetsløsning 100% virtualisering og nye servere hos basefarm Virtualisointi ja konsolidointi Fase ut de siste lokale servere. Kun som tjeneste via partner Palvelinympäristön osittainen uudistaminen Sourcingstrategi / Etablering av sekundær site Virtualisoinnin selvitys Overgang til Provisioning servere Changes premises in 2015 - the whole setup to be changed to cloud services Storage solution, system provider selection Outsourcing Osa palvelinympäristöstä uudelle toimittajalle Levyjärjestelmän uusiminen Alt skal settes ut til BITS Kahden järjestelmäympäristön konsolidointi yhteen konesaliin Backup kopion varmistus talon ulkopuolelle ERP-projektin tuomat muutokset Siirtyminen VMwareen Palvelinympäristön kokonaiskartoitus BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 75
  76. 76. There are four key areas that we’ve asked organizations to assess. We feel that today it’s not only sufficient to secure the needed performance and functionality within and between the offices, but to secure good user experience for mobile workers and business mobility as well. One issue IT departments will face due to users' BYOD ("Bring Your Own Device") is to enable this through modern LAN / WLAN management capabilities that provide the authentication and security needed. In this maturity graph Cape Rock Ltd's own maturity assessments are shown on a colored background and the benchmark group's average maturity is framed in red. DC 1. PAST 2. OUTDATED 3. NORM 4. MODERN 5. FUTURE Corporate WAN Offices connected through internet Offices connected as a logical network Connections between offices optimized on needs basis Multi service network (voice, video messaging, monitoring) Redundant, prioritized connections between offices LAN, WLAN LAN: Star model network without redundancy LAN: partly outdated. WLAN Modern, standardized infrastructure LAN virtualized and redundant. Fast & secured WLAN's Application aware network (OpenFlow) Mobile Operator Networks Basic phone services Corporate agreement for data traffic 3G broadband for Notebooks, Tablets & Smartphones Fast mobile broadband 3G HSPA + & 4G 4G and faster implementations Monitoring & management Corporate network firewalls Device / service based monitoring Device / service based management. Secured VPN Service usability Strong auth. & Intrusion prevention. BYOD. Dynamic service management, managed identities Cape Rock Ltd / Benchmark group Maturity of Data Communications & Networks: Data Communications & Networks Corporate networks, Local area networks (LAN), Wireless local area networks (WLAN) and services & service agreements of networks BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 76
  77. 77. Functionality of Data Communications & Networks In the total market, it’s a bit surprising to see that most organizations still lack good wireless LAN solutions. This is mostly due to the lack of deployments of management and security solutions. Most organizations assess that they’re not cost-effective in this area. Functionalities 1. The capacity & availability levels of our data communications network are sufficient and constantly monitored for IP based real- time services. 2. Our WLAN solution enables all devices (incl. BYOD) to be registered and securely used in our corporate network 3. Fast public wireless connections (4G) are utilized to secure good user experience for our mobile workforce. 4. We can control application usage in our network based on both user and device profiles. 5. A data communications environment cost analysis is used for optimizing our solutions & services. 6. Our data communications and network environment enables non- stop business operations at all occasions. Cape Rock Ltd Self assessment 5 3 4 1 5 2 5 5 5 1 5 5 1 2 3 4 5 Cape Rock Ltd's present state with silver bar and importance with colored bar. # of organizations (240) 3.4 2.6 2.6 2.8 3.1 3.4 Benchmark group's averages Value in green, when Cape Rock Ltd wins benchmark group. Functionality analysis of benchmarking group (present state) Cape Rock Ltd's own functionality level with blue borders Excellent Good Intermediate Poor BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 77
  78. 78. Preferred Internet Operator This chart describes the most popular Internet / WAN operators and their market shares within the benchmark group. Solution and service providers Preferred Mobile Operator This chart describes the most popular mobile operators and their market shares within the benchmark group. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 78
  79. 79. Firewall implementation model Firewall service providers This chart describes the most popular Firewall service providers and their market shares within the benchmark group. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 79
  80. 80. Cape Rock Ltd's next development projects with green background Operator change / service tendering Capacity increase Connecting offices Securing usability Security Other Top trends in Wide area network (WAN) Cape Rock Ltd's next development projects with green background Operator change / service tendering Capacity increase (4G) Cost optimization Security / management New solution areas Other Top trends in Mobile networks BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 80
  81. 81. Networking devices These graphs illustrate the most popular players and their market shares within the benchmark group. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 81
  82. 82. Top trends in Local Area Networks (LAN) Cape Rock Ltd's next development projects with green background LAN Redundancy development LAN Capacity increase BYOD functionality Management solution WAN Redundancy development WAN Capacity increase Maintenance services Other BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 82
  83. 83. LAN Management solutions BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 83
  84. 84. Networking device vendor This graph lists the most popular device vendors and their market shares within the benchmark group. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 84
  85. 85. Satisfaction with LAN environment and operators Cape Rock Ltd's own BT Rating with red, becnhmarking group's with yellow pointer. The benchmark group's satisfaction with WAN Operator is 7.7 Cape Rock Ltd's own satisfaction with WAN Operator is 4.0 The benchmark group's BT Rating is 3.7 Cape Rock Ltd's own BT Rating is 3.3 The benchmark group's satisfaction with Mobile Operator is 7.2 Cape Rock Ltd's own satisfaction with Mobile Operator is 8.0 The benchmark group's satisfaction with LAN environment is 7.8 Cape Rock Ltd's own satisfaction with LAN environment is 4.0 BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 85
  86. 86. Cape Rock Ltd's own development project Direct access - implementation for corporate network (FI,NO,SE,DK) Schedule Phase 2014-H1 Research TOP 5 trends in the total market 1. Increasing the speed and capacity of data communication 2. Modernization (LAN & WLAN) 3. Various tendering initiatives 4. Mobile network usage 5. LAN / WLAN security solutions Trends and focus areas of development: The trends can be categorized into four segments: 1. Increasing the speed and performance of data communications. This relates also to mobile communications (4G networks). 2. Securing the usability and availability (incl. new service models) 3. Modernization of infrastructure 4. Service Operator tendering. The latest development projects in the benchmark group Operaattorin kilpailutus Outsourcing Fullstendig innføring av MDM Ny IP VPN løsning fra Network Norway og Telenor Reforhandling av WAN avtale Palomuurien uusiminen Nytt trådløst nett på hovedkontor Etablering av sekundær site WAN-kapasiteetin nostaminen jokaisessa toimipisteessä Nytt WLAN i hele bygget WAN- ja mobiilioperaattorin kilpailuttaminen Tendering of WAN Operator (some smaller offices, possibly Sweden) Toimipisteiden yhdistämistä Comprehensive review of the entire installation LAN security increase 802.1X tunnistautuminen Mobiilioperaattorin kilpailutus maatasolla (sisältää tietoturva- ja etähallintaominaisuuksia) Uuden palomuuriratkaisun käyttöönotto WLAN gjestenett Mobiilioperaattorin kilpailutus BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 86
  87. 87. Because of the copier environment's merger with printers as Multifunction devices, the ownership of the environment might still reside outside the IT department. This can lead into a situation where it’s not integrated into the big picture with tight integration with document management and other needs. Most organizations assess their environments’ maturity to satisfactory levels 3 or 4 but the functionality assessments suggest otherwise. Printing seems to be a less interesting area for many organizations even it is acknowledged that services need to be there right when you need them. In this maturity chart Cape Rock Ltd's own maturity assessments are shown on a colored background and the benchmark group's average maturity is framed in red. Printing 1. PAST 2. OUTDATED 3. NORM 4. MODERN 5. FUTURE Development phase Freedom of choice Department & business unit based solutions General plan for printing environment development Optimized also for mobile work and new user devices Independent of user device, place and printing device Devices Miscellaneous copiers & printers Copiers & printers standardized Copiers replaced with standardized & networked multifunction devices Standardized, device count optimized by documents / materials Own plus service provided devices Management Does not exist / device based Single maintenance person and/or service agreement Role based usage management (e.g. color printing) Remote management, problem solving, data security & reporting Availability of services. Analyzed & budgeted life cycle management. Acquisition, agreements Purchase price & tendering emphasized Different agreement modes & policies for different devices Solution based service agreements Homogeneous printing & service agreement A part of comprehensive IT SLA agreement Cape Rock Ltd / Benchmark group Maturity of Printing environments: Printing Printing environments, their management and service models. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 87
  88. 88. Functionality of Printing environments: An organization can empower it's document production and printing in several ways today. Some of the key functionalities are covered with these functionality arguments. Many organizations want to optimize the number and type of printers used by removing personal printers and securing Multifunction devices with the needed functionalities (F#1). Since most organizations use smartphones and tablets as well, the demand for printing ability from them is increasing (F#4). Functionalities 1. The number of devices is optimized and defined on a demand basis for printed documents / materials. 2. By remote management (device management, problem solving, data security and reporting) we are able to control and improve our printing environment. 3. We recognize printing supplies’ share of the total cost and purchase them effectively. 4. Our printing environment also supports mobile users (user device independent) and new user devices (smartphones, tablets). 5. A printing environment cost analysis is used for increasing effectiveness. 6. Document production and printing is trouble-free. Cape Rock Ltd Self assessment 5 4 4 1 3 3 5 4 4 2 3 3 1 2 3 4 5 Cape Rock Ltd's present state with silver bar and importance with colored bar. # of organizations (785) 3.5 3.2 3.4 2.0 2.9 3.5 Benchmark group's averages Value in green, when Cape Rock Ltd wins benchmark group. Functionality analysis of benchmarking group (present state) Cape Rock Ltd's own functionality level with blue borders Excellent Good Intermediate Poor BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 88
  89. 89. Devices and market shares of printing environments These charts illustrate the device brands and their market shares within the benchmark group in the three categories. Market shares counted by the number of devices. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 89
  90. 90. Printing device vendors This chart describes the most popular vendors and their market shares within the benchmark group. In the total market, unlike in the Systems and PCs & Workstations areas, many companies shop around without a chosen printing environment solution provider. The cause is probably that many organizations don't recognize the value, opportunities in cost efficiency and the need for better user experiences. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 90
  91. 91. Cape Rock Ltd's next development projects with green background Optimizing the # of devices Modernizing the device base Change into service model Management solution Tendering (devices) Tendering (supplies) Mobile printing Other Top trends in Printing BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 91
  92. 92. Satisfaction with Printing devices The benchmark group's satisfaction with Multifunction devices is 7.9 Cape Rock Ltd's own satisfaction with Multifunction devices is 8.0 Cape Rock Ltd's own BT Rating with red, benchmark group's with yellow pointer. The benchmark group's BT Rating is 3.6 Cape Rock Ltd's own BT Rating is 3.3 The benchmark group's satisfaction with Workgroup devices is 7.8 Cape Rock Ltd's own satisfaction with Workgroup devices is 6.0 The benchmark group's satisfaction with Personal devices is 7.3 Cape Rock Ltd's own satisfaction with Personal devices is 6.0 BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 92
  93. 93. Cape Rock Ltd's own development project High performace printing Schedule Phase 2013-H2 Research TOP 5 trends in the total market 1. Cost analysis (incl. lifecycle) 2. Centralized, remote management solutions 3. Optimization 4. Tendering 5. Mobile printing The latest development projects in the benchmark group Går inn på ordning med større grad av tilgang via adgangskort, Follow me. Siirtyminen Canoniin Vurdere behov for print / mistenker overkapasietet Tulostusympäristön optimointisuunnitelma ja kilpailutus Tulostusympäristön optimointisuunnitelma Kilpailutus Replacement of Printer Standardisering av print Tulostusympäristön kehityssuunnitelma Tulostussopimuksen uusiminen Standardisere alle skrivere Turvatulostuksen käyttöönotto Mobiilitulostamisen kehittäminen Kilpailutus Uuden monitoimilaitteen hankinta (kartoitus) Follow me printing Laitekannan yhtenäistäminen, optimoinnin jatkaminen Utfasing av Xerox i forhold til HP Helhetlig strategi/ Standardisering / Rollebasert tilgang til skriver Bedre integrering av mobile brukere / oppgradering av gamle enheter Trends and focus areas of development: The trends are related very much to the functionality arguments of this area: Optimization of the number and types of devices, management, mobile printing, etc. More and more organizations are moving into a service model to pay for the outcome, not for devices. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 93
  94. 94. New, modern IT Service models are being evaluated all over. There may not be any more good reasons to maintain one's own systems environments for basic services such as e-mail and messaging and collaboration altogether. Some business solutions, such as CRM, are also widely available. Cloud service offerings for different needs are available, and for most some type of hybrid that consist of both internal and external Cloud-based services are being deployed. In this maturity graph Cape Rock Ltd's own maturity assessments are shown on colored background and benchmark group's average maturity is framed with red color. IT Service Production 1. PAST 2. OUTDATED 3. NORM 4. MODERN 5. FUTURE Business support Does not respond to business needs Minimizing uncontrollable usage interruptions Responds to basic business needs Enhanced productivity, effectiveness and availability New, innovative action models, outstanding performance Model All functions reactive. No defined routines nor responsibilities. Basic monitoring and management services Centralized management and multilateral support model Centralized services produced by priorities & roles Best practices in industry, transparent to end user Technology & service production Out-dated technology solutions preventing service production. Non-standardized technology preventing service extension for all Planned strategic entities enable service extension for everyone Modern service models (e.g. Cloud) in effective use New innovative technologies enable effective service production Service control & management Service is not managed nor developed. No organized management. Shattered to separate areas Standardized, comprehensible service descriptions and service SLAs Service directory in use and services easily subscribed. Continuous service development. Homogeneous services throughout organization. Value for biz operations measured. Cape Rock Ltd / Benchmark group Maturity of IT Service Models: IT Service Models How IT services are produced. How systems, solutions and services are supporting business needs. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 94
  95. 95. Functionality of IT Service Models: The "soft spots" of IT service production are in the IT Service models and cost efficiency (total market). New IT service models, where systems capacities and IT resources can be freed from basic platform management into more business optimization, are being deployed. Or they are in the current Roadmaps. Most organizations still lack a detailed risk management plan to secure systems and services continuity when something disastrous happens. Functionalities 1. Mission - / business critical systems are secured by proactive monitoring & automatic fault recovery functions. 2. Solutions’ service model has freed resources from systems & environment maintenance, solutions management and IT resource development. 3. Our IT infrastructure is managed using modern tools that cover the overall system (network, servers, data security, workstations, mobile devices). 4. The capacity & cost of our systems environment scales rapidly and flexibly when needed. 5. IT service production’s total costs analysis is used to optimize its implementation and development. 6. The usability and availability of our IT systems responds well to our business needs. Cape Rock Ltd Self assessment 5 3 4 2 3 1 2 2 5 3 4 1 1 2 3 4 5 Cape Rock Ltd's present state with silver bar and importance with colored bar. # of organizations (785) 3.4 3.0 3.4 3.3 2.8 3.6 Benchmark group's averages Value in green, when Cape Rock Ltd wins benchmark group. Functionality analysis of benchmarking group (present state) Cape Rock Ltd's own functionality level with blue borders Excellent Good Intermediate Poor BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 95
  96. 96. IT Service models and solutions In the total market, only less than half of organizations have deployed an IT Service Management (ITSM) solution. But a great deal more recognize the need for one. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 96
  97. 97. IT Service models Every now and then, organizations should make an analysis and roadmap of the IT services and their model from two perspectives: a) the services which are crucial and vital to be produced from internal systems resources; and b) for how long. The new IT Service models that provide the basic services from external resources are even more capable of meeting the needs of businesses. Some IT services will stay inside the organization, but a lot will not. The graph below illustrates the present and future plans of the Benchmark group in IT Service production. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 97
  98. 98. Satisfaction with IT Service Models The benchmark group's satisfaction is 7.1 Cape Rock Ltd's own satisfaction is 5.3 Cape Rock Ltd's own BT Rating with red, benchmark group's with yellow pointer. The benchmark group's BT Rating is 3.5 Cape Rock Ltd's own BT Rating is 2.4 Systems management solutions Organizations try to manage systems with only one solution. Right now, the hot topic is to include Mobile Device Management into these solutions. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 98
  99. 99. Cape Rock Ltd's own development project Mobile device management, increasing capacity services from public cloud Schedule Phase 2013-H1 Scheduled TOP 5 trends in the total market 1. Mobile device management 2. Systems management solution 3. Cloud based service 4. Self service -model 5. Roadmap planning The latest development projects in the benchmark group Monitoroinnin parantaminen ja oman tekemisen kehitys Vurding av utsetting av tjenester Å kunne tilby hurtigere infrastruktr og koplingspunkter Innføre SCRUM, sammen med Trello ("gule lapper" system) Forbedre brukeropplevelse SCCM Optimalisering av samarbeid med leverandør Sourcing / implementering av IT strategi Standardisation of Finnish and Swedish IT Operations, Formalisation of Client-Supplier relationship Tori ja fuusio Total change of Setup (Cloud) System Management Palveluntarjoajan vaihto Hakemistopalvelun migraatio E-directorysta AD:n Sisäisen IT toimintamallin selventäminen Omorganisering internt CMS-systeemien arviointi Tulevan tietohallintomallin vaikutukset Service Catalog pilotti IT-palvelutuotannon uudelleenorganisointi Trends and focus areas of development: 1) A comprehensive Systems management solution 2) Mobile device management add-on to one 3) Evaluation of various these types of Cloud based services. BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013) © 2013 Business Technology International - All rights reserved 99

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