2010 Enterprise Applications, BI & KM Trends

STKI Summit 2010 Enterprise Applications, BI & KM Einat Shimoni EVP & Senior Analyst Enterprise Applications, Analytics & KM Strategies www.einatstki.blogspot.com

Agenda General trends – enterprise applications CRM ERP Knowledge Management and Enterprise 2.0 Business Intelligence & MDM BPM Enterprise Portals Web and mobile Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 2

General M&As increase complexity Trends If you think the rate of M&A is increasing in enterprise applications - you are right Source: Updata Advisors http://www.updataadvisors.com/Advisors_Newsletters/IT_Services/ itma_outlook_jan2010.asp#security Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 4

General Simplicity is king Trends • Complex implementations lead to complex upgrades -> a disconnect with the vendors roadmap • Simplifying interfaces – putting a portal “wrap” on top of apps • Exposing mobile services • Applications anytime, anywhere Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 5

General General applications trends Trends • CIOs more receptive to alternative application delivery models (purpose is to allow simpler, more accessible, cheaper apps) – SaaS, offshore OS, Open Source software, BPO • Role of and value IT is also changing (“application & infrastructure already pre-configured. This enables me to talk more business and provide more value”)  IT will become more data-centric, will deal with analytics, data “services” (Accenture) • We will see more shared application services • Application portfolio rationalization can yield reduction of 10-50% maintenance and software costs (PWC) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 6

General How do you deliver application services? Trends On-premise Off-premise Application service Desktop App. Portal Mobile Each application ‘delivery channel’ has different features Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 7

General SaaS global trends Trends • SaaS sweet spot: ‘on the edges’ – niche areas • Today 2.5% of apps delivered in SaaS, will reach 8.5% in 3 years. SFA and web conferencing used by 65% (Goldman Sachs) • ~45% lower TCO (IDC & Yankee Group) • Increase in mobile web /smartphones created more demand for anytime, anywhere SW Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 8

General SaaS in Israel – State of the market Trends SaaS is conceptually more accepted in Israel but there are still barriers: Concerns with legacy integration Local support – Rep, Hebrew, integrators Not enough clarity regarding regulations compliance Some security concerns Hottest SaaS areas in Israel: CRM Next projects after CRM: HR-oriented processes (Incentives, travel & expense management, training), and commodity-type processes (e-mail) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 9

IGT, Israel SaaS Center & STKI SaaS survey General (>500 employees): Trends Are you using SaaS? Source: SaaS survey – by IGT, Israel SaaS center & STKI Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 10

IGT, Israel SaaS Center & STKI SaaS survey General (>500 employees): Trends What is your organizations' SaaS policy? Source: SaaS survey – by IGT, Israel SaaS center & STKI Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 11

IGT, Israel SaaS Center & STKI SaaS survey General (>500 employees): Trends SaaS Applications used: Source: SaaS survey – by IGT, Israel SaaS center & STKI Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 12

IGT, Israel SaaS Center & STKI SaaS survey General (>500 employees): Trends Planned SaaS Applications: Source: SaaS survey – by IGT, Israel SaaS center & STKI Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 13

IGT, Israel SaaS Center & STKI SaaS survey General (>500 employees): Trends Source: SaaS survey – by IGT, Israel SaaS center & STKI Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 14

IGT, Israel SaaS Center & STKI SaaS survey General (>500 employees): Trends Reasons for SaaS adoption: Source: SaaS survey – by IGT, Israel SaaS center & STKI Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 15

IGT, Israel SaaS Center & STKI SaaS survey General (>500 employees): Trends Reasons not to adopt SaaS: Source: SaaS survey – by IGT, Israel SaaS center & STKI Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 16

General SaaS drivers in Israel– Part 1: Trends  Cost issues (reduce overhead costs, pay only for what you need)  Less “head ache” regarding technical issues (load balancing etc.) and operational issues (scheduled maintenance & upgrades)  More dialogue with the user (“users can see the application very quickly – no gaps in expectations”) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 17

General SaaS drivers in Israel – Part 2: Trends  CIOs are looking for more simplicity, SaaS is a good excuse to say to users: “this is the package, no code customizations!”  Fast implementation time: 3 weeks – 2 months  High satisfaction level (orgs. that Implemented a SaaS application planning to continue for other areas)  Keeping in-line with package improvements is a big advantage Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 18

Some examples of new SaaS players General Trends in Israel (and their representatives):  Successfactors (AKT- Israeli partner) – Employee performance management  Cornerstone (Amarel- Israeli partner) - Talent Mng.  Callidus (Advantech- Israeli partner) – Sales performance mng./ Incentives management  “The Israel SaaS Center” – for SaaS services  Microsoft – BPOS (productivity in the cloud)  Webox – for Microsoft solutions Integrators will represent/ support more SaaS solutions. Traditional vendors will offer SaaS model in almost every area – BPM, ECM, ERP… Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 19

General SaaS internal checklist Trends  Is the process in our company quite “generic” and similar to the process in other companies?  Is the application relatively small?  Is it covering a specific niche?  Is it relatively separated (doesn’t require intense integration with more than 2 applications)?  Will it be accesses from various geographical locations? If most answers are “yes” and there are no regulatory conflicts, SaaS should be Examined alongside other solutions Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 20

SaaS external checklist: General Trends What to check with your SaaS provider? Part 1  The vendor should comply with SAS70 (Statement on Auditing standard)  Define SLA level (9x.x%) with vendor  Data center location (recommended: several geographical datacenters with mirrored servers for redundancy)  Local support – integration, training  Hebrew (problematic issue!)  Compliance with local regulations (Still not clear in Israel)  Carefully define the process in case of “divorce” Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 21

SaaS external checklist: General Trends What to check with your SaaS provider? Part 2  If needed, add a clause - SaaS vendor will pass data to escrow company  Craft your own data backup plan  Check the possible level of customization – is it enough?  How much “heads-up” time will be given for scheduled maintenance?  QoS and performance SLA  Which BI/dashboard services are embedded?  Price (per user/ month) usually depends on # of users and time commitment Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 22

General SaaS: It’s not all sweet! Trends • 100 minute downtime for Gmail on Sept1 due to server maintenance • 15 hours “Workday” service outage Sept24 • “LucidEra” (SaaS BI player) went out of business • Implementing many SaaS apps will create a new kind of “spaghetti” architecture that the IT will need to manage (creation of a new problem) Organizations need to determine accountability And not leave it all up to the vendor Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 23

Traditional application vendors General Trends realized they can’t stop this train • Oracle: CRM on Demand, Beehive (Collab.) • SAP acquired several SaaS companies Business by Design for mid-sized companies (expected globally mid2010) • Microsoft – BPOS: Exchange, Office, Sharepoint  Single management environment for on-premise and off- premise (move email boxes around) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 24

General Different cloud application models Trends • Public cloud • Private cloud – will increase in 2010 due to user demand (most of them will be delivered in “Cloud Appliances / industry in a box” model) • Hybrid cloud (Private & Public and ability to move between them) • Cloud “add-ons” – services around cloud to solve cloud problems Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 25

General Cloud computing delivery models: Trends Enterprise Traditional Public Clouds Enterprise Private Cloud IT Hybrid Cloud Private Cloud Text here Your Hybrid Cloud Public Cloud Text here Your IT activities/functions are provided “as Internal and external IT activities/functions are provided a service,” over an intranet, within the service delivery “as a service,” over the Internet enterprise and behind the firewall methods are integrated, • Key features: • Key features include: with activities/functions – Scalability – Scalability allocated to based on security requirements, – Automatic/rapid provisioning – Automatic/rapid provisioning criticality, architecture – Standardized offerings – Chargeback ability and other established – Consumption-based pricing. – Widespread virtualization policies. – Multi-tenancy Source: IBM Market Insights, Cloud Computing Research, July 2009. Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 26

General Open Source Applications Trends • The use of open source in enterprise applications is still rare in Israeli enterprises. Will increase also as part of SaaS • Main market setback: large Sis aren’t suggesting open source options in RFPs (some enterprises claim they would consider Open source if it will be supported by a large SI) • Concern regarding legal aspects of use • But interest increased in specific mature OS application areas during 2009:  WCM  Business Intelligence  Web 2.0 (Wikis, blogs)  LMS Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 27

CRM CRM Main Theme 2010: Social customer CRM 2.0 Multi Channel Multi Interactions Channel Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 28

CRM recommendations CRM • Companies are not really ‘enjoying’ their CRM roadmap and new features – major problem! Many organizations have heavily customized their CRM apps, they fear complex upgrades and have ‘lost touch’ with the package roadmap Keep customizations to a minimum Create a real partnership with your CRM vendor or with a knowledgeable consultant Grow with the packages (roadmaps reflect trends) Don’t be afraid to adopt innovative features and to expand to more channels Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 29

CRM CRM Maturity Model 2010 Trends Business Value Investment Social CRM Real time Offer to make money Multi manag, Analytical Channel CRM IT+business CRM Customer Data Cut costs, Increase Integration Project productivity EPSS/ (CDI) unified Pure Business Operational agent UI Project CRM Commodity IT Services Size of figure = complexity/ cost of project Investment for regulations Using Implementing Looking Market Maturity Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 30

CRM new trends 2010 CRM • Loyalty  Examples of Israeli players: Gilon-Synergy (Upsite), Siebel Loyalty product, SAP Loyalty product • Social analysis*  Examples of Israeli players: SAS (+Teragram for sentiment analysis), IBM-SPSS, SAP (Inxight, sentiment analysis), Focalinfo, KXEN, Tibco (Insightful), many “startup” companies • Customer-facing presentation layer  E-glue, Composia etc. * Post on social media analysis: http://einatstki.blogspot.com/2009/07/sentiment-analysis.html Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 31

Today’s (and tomorrow’s) customer: CRM Digital, mobile, social Trusts work of mouth marketing Reads and creates product Maintains a social network reviews Shops on-line Uses Twitter to complain about a brand Owns a smartphone Expects a better customer experience Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 32

This is what your marketing manager CRM and Marketing has to deal with Source: Shimoni’s sourceCopyright 2010from any graphic or portion of graphic Einat WordFrame @STKI Do not remove work or attribution 33

Why you should stop ignoring social Social CRM networks in your CRM projects  68% of B2C companies in North America say they have acquired customers from Facebook (Source: E-Marketer)  73% of surveyed consumers have posted a product or brand review (Source: RazorFish)  26% of consumers followed a brand on Twitter (44% of them for deals) (Source: RazorFish) It can really make a difference. Consumers who digitally engage with brands turn from passive to active advocates Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 34

The “new” CRM is about managing Social CRM communities & influencers CRM 1.0 CRM 2.0 Managing individual customers Managing influencers and ‘tribes’ Your Text here Your Text here Customer A Customer Customer B C Focus on transactions Focus on interactions Social listening tied back to CRM to identify Influencers and respond Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 36

We will present data on products and integrators: Explanations on Slides List of Packages and Integrators Rep in Sometimes we specify: Package Integrators Israel Delivery model Vendor A Company 1 Integrator a, Integrator b On-premise Integrator a, Integrator b, Vendor B Company 2 SaaS Integrator c SaaS Vendor C Company 3 Integrator a On-premise  Lists only include vendors that are represented in Israel  The location within the lists is random  Lists might not include all players Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 38

We will present data on products and integrators: Explanations STKI Israeli Positioning on Slides • Not a technological positioning, refers only to Israeli market • Represents current Israeli market and not our recommendation •Focused on enterprise market (not SMB) Vendor A  Market Presence (X) Vendor B  Market share - existing and new sales (more emphasis) Local Support  Mind share (how user organizations rate vendors)  Local Support (Y) – is influenced by (X) Worldwide Leader  Experience & technical knowledge, localization, support, number and kind of integrators  Worldwide leaders marked, based on global positioning  Vendors to watch: Are only just entering Israeli market Vendors to Watch: so can’t be positioned but should be watched Vendor C Market Presence Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 39

We will present data on products and integrators: Explanations Selected Wins 2009-1Q2010 on Slides  Package X: Company 1 (Integrator), Company 2 (Integrator)  Package Y: Company 3 (Integrator), Company 4 (Integrator)  These slides contain examples of selected wins during 2009 and Q12010 (decision and purchase of certain products, not necessarily ongoing projects)  The lists are only partial and don‟t include all wins of all vendors during this period Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 40

CRM Packages & Integrators in Israel: Package Rep in Israel Integrators Delivery model Oracle Israel, Taldor, IBM, BeyondIT, Exscientia, Oracle – Siebel Gilon–analytical apps, TATA-TCS Israel, On Premise Taldor IT Navigator, Yael Oracle SCOD: Siebel Enterprise Oracle Israel Taldor, ManofIT, Axcentia , Yael SaaS on-Demand Yael, Malam-Team, ONE1UP, Oracle, Oracle e-Business CRM Oracle Israel On Premise HP, Advantech Oracle Israel, Oracle - Peoplesoft Matrix On Premise Matrix SAP CRM SAP Israel Ness, Taldor, Advantech On Premise Amdocs (Clarify) Amdocs Amdocs On Premise 20 Partners, including: Matrix-Effect, On Premise; Microsoft Dynamics Microsoft Advantech, SIT, Malam-Team, Netwise, Hosted by partners; CRM Aman ,Elad…. SaaS - abroad Pivotal ONE1 ONE1 On Premise Mid Tier Salesforce.com ONE1, Blat-Lapidot SaaS MEGA Center Yael Yael On Premise Onyx (Consona) IT Navigator IT Navigator On Premise Netsuite IT Com, Edmiso SaaS MyBusiness MyBusiness MyBusiness SaaS Einat Shimoni’s work Copyright 2010 @STKI Cemax Cemax Cemax On Premise Do not remove source or attribution from any graphic or portion of graphic 41 SugarCRM Open source, SaaS

Microsoft dynamics-Based CRM Solutions - Part 1 Company Solution E-Drive (Car Market) Capital Market: “Optimi” Advisor Platform (‫(יועצי השקעות‬ )‫פניות ציבור (מענה לחוק חופש המידע‬ High Tech Solution Service Desk Effect (Matrix) ‫פתרון לניהול גביה והליכים משפטיים‬ Infrastructures: configuration mng, dashboard, self service, CDI, XRM IT Help Desk Contact center - moked Analytical Dynamic CRM Appointment coordination + mobile interface AtoZ: ‫ניהול פניות / מוקד‬ Netwise (+ Michshuv BtoZ: ‫ניהול מוקדי בקרה מרכזיים‬ as marketing partner) ItoZ: ‫ניהול מוקדי‬IT MtoZ: ‫ניהול מוקדי פניות מוניציפאליים‬ Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 42 Netwise Proactive Analytical CRM solution

Microsoft dynamics-Based CRM Solutions - Part 2 Company Solution CRM for security org./departments HRM – Healthcare CRM, hospital risk management DRM – Donors relationship management IT Help Desk Academy – Alumni, Student, scholarship grant mng, training courses Contact Center Malam-Team Retail CRM VC – Venture capital CRM Partner Relationship Management Billing Financial services and Retail banking HR management solution Citizen relationship management Vehicle Fleet management Almog Einat Shimoni’s work Copyright 2010 @STKI SMS distribution Do not remove source or attribution from any graphic or portion of graphic 43 Pricelists update

Microsoft dynamics-Based CRM Solutions - Part 3 Company Solution Contribution System Donors CRM Conferences and training SIT Members club CRM for High-Tech sector Customer Service Portal Broad Digital Billing, Rating, Account Receivables Highview BI for Microsoft Dynamics Capital Market ‫ניהול פניות ציבור‬ Advantech Surveys module MOSS and CRM integration BI for CRM Agile HR companies’ operations and clients Eyron Election campaign management Generica (+ONE1 as Einat Shimoni’s work Copyright 2010 @STKI marketing Capital Market operational system Do not remove source or attribution from any graphic or portion of graphic 44 partner)

CRM-Related Applications: Developing/ Solution Description Representing Company Callidus Performance and Incentives mng Advantech Incentives Pro Enterprise Incentives Management Incentives, Matrix-partner Kana Collaborative CRM Malam-Team Blue Phoenix, Top DSKnowledge Service Center Knowledgebase solutions – partner nGenera Collaborative CRM Business Solutions Brain-i Knowledgebase for service agents Matrix collaborative CRM, KM for contact Knova (Consona) IT Navigator centers Siebel - Social CRM Social tools for CRM Oracle - Siebel Salesforce Chatter, Collaboration, knowledgebase, ONE1, Blat-Lapidot Knowledgebase, Ideas customer-centric innovation website Cemax Feedback Mng, Complaints Mng. Cemax Einat Shimoni’s work Copyright 2010 @STKI *Doesn’t include Contact Center/telephony tools any graphic or portion of graphic Do not remove source or attribution from 45

Multi Channel / Self Service applications Product Name Description Israeli Representative Lyris Email marketing Neolane Multichannel marketing Netwise Self service apps Self Service Kiosks Kana Collaborative CRM, interaction mng. Malam-Team iPoint video chat Matrix nGenera – CIM Collaborative CRM Business Solutions Megacenter Mail Managing channels (SMS, Fax, email) Yael Software Server (MCMS) eBilling + eService + Self Service Oracle (part of Siebel suite) eCommerce Mail-IT Marketing messages management Matrix Cellesense Text and web automated self service Netwise – Integration partner AMS Billminer (EBPP), self care Lognet Admail Email marketing One1 Impactia (e-Wave) Email marketing E-Wave Magento Open Source eCommerce Consist – impl. OpenX Open Source advertising tools Consist – impl. FormIT Customer messaged distribution Aman Eyeview Increasing online customer conversion w/video Einat Shimoni’s work Copyright 2010 @STKI John Bryce Do not remove source or attribution from any graphic or portion of graphic 46 Telemessage Multi Channel Messaging Telemessage

Mobile Solutions / Platforms – Partial list Israeli Product Name Description Representative Cellerium Client-side mobile applications Netwise Transforming web content into mobile Mintmark Netwise web content SMSwise SMS channel Netwise MMIS (Matrix mobile info. Platform for mobile solutions Matrix Server) Bank2go, Ultra Credit, Mobile solutions developed on MMIS Matrix Calldinator Fiserv Money Mobile banking, mobile wallet Matrix MAMA Interactive Information System One1 Mobile Transforming web/app content into MobileAware One1Mobile mobile web content Sybase Mobile Banking 365 Mobile banking Ness Sybase Paybox Mobile payments Ness Integrating enterprise applications with Sybase Unwired platform Ness mobile devices Einat Shimoni’s work Copyright 2010 @STKI mEnterprise Services, not remove source or attribution from anyservices, Mobile Do Enterprise Mobile graphic or portion of graphic 47 Ideomobile mHealth, mBanking Health, Mobile Banking solutions

CRM - Israeli Market Positioning 1Q2010 Siebel Microsoft Peoplesoft Local Support SAP Salesforce Pivotal Worldwide MEGACenter Leader Onyx Cemax Vendors to Watch: NetSuite (on-demand) This analysis should be used with its supporting documents SugarCRM (open source) Market Presence Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 48

CRM Consultants in Israel - Partial List (Alphabetical order, not a ranking)  Accenture  Alternative  Aman  BI-Pro  Deloitte Touche: Strategy, business case  Gilon - Synergy: Campaign Management, Analytical CRM, Social Networks  IT solutions  Luria  Meteor  Sensecom: Contact Centers  TCS Israel - Tata  Several other independent advisors Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 49

Campaign Management Package Vendors in Israel Product Name Israeli Rep. Integrators Unica Gstat IBM, Gilon Chordiant IBM SAS Mia Computers Gilon Teradata Analytic CRM Mittwoch Mittwoch, Gilon Siebel RTD (Real time offer Gilon, other potential Oracle Israel management) Siebel partners SAP RTOM (Real time offer Potential - SAP SAP Israel management) partners Neolane Netwise Netwise MEGACenter Marketing Module Yael Yael Other CRM Vendos include marketing modules Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 50

Don’t be fooled by failure rates CRM It all depends how you define failure • 2001 Gartner Group: 50% • 2002 Butler Group: 70% • 2002 Selling Power, CSO Forum: 69.3% • 2005 AMR Research: 18% • 2006 AMR Research: 31% Failure = not going live • 2007 AMR Research: 29% • 2007 Economist Intelligence Unit: 56% • 2009 Forrester Research: 47% Source: http://blogs.zdnet.com/projectfailures/?p=4967 In most cases: Failure in CRM = not meeting expectations Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 51

ERP Life Cycle ERP Increase efficiency of Basic modules ERP operations “smarter” HR, Logistics, processes Financials Portals, BI, BPM Advanced modules Stabilizing the system “Core” modules You are here Upgrades Upgrades ERP 1 ERP 2 ERP 3 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 53

ERP ERP Maturity Model 2010 Trends Business Value Investment to make money IT+business Cut costs, Increase ERP 2 Project productivity ERP 3 Budget Pure Planning Mobile Business Operational ERP Project module ERP Portals services Commodity IT Services ERP 1 BI on Size of figure = ERP data complexity/ cost of project Investment GRC for regulations modules Using Implementing Looking Market Maturity Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 54

ERP ROI? ERP Don’t expect ROI from ERP 1. It is an infrastructure ROI comes from ERP 2&3 that are built on ERP 1 infrastructure Organizations want to run their ERP Infrastructures (ERP 1) more efficiently, and move on to ERP 2 and 3 “93% of ERP projects take longer than expected, 65% cost more than expected, and 79% realize less than half of the expected business benefits.” (Source: Panorama Consulting) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 55

Improve ERP productivity ERP • Users keep complaining about ERP UI - too complex! • Making applications more intuitive increases user productivity by an average of 7.25 percent. (Source: Nucleus Research) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 56

Simplifying access to ERP processes by ERP user-friendly front ends Operational mobile environment Operational portal environments (Procurement portal, HR portal, Sales portal, Supplier portal etc.) Enterprise Applications (ERP, CRM etc.,) HR module, Procurement module, sales module… Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 57

ERP Staffing ratios in Israel Average size of Israeli ERP department: 15 employees Organizations that customized the least – had a better ratio ! Percent of ERP employees from entire IT department: 8-10% (ranged from 3%-45%) Average ratio ERP staff / ERP users: 1: 52 Ratio abroad: 1:31 in multiple versions installations, 1:40 for single version installation (Source: Computer Economics) The larger the installation – the better the Ratio Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 58

ERP Packages & Integrators: Part 1 Package Israel Rep Integrators Delivery model ONE1UP, Advantech, Yael, Unitask, Motorola, Oracle Oracle Israel Oracle consulting, Taldor (+FSIC), HP, Ernst & On-premise Apps Young, TATA (TCS Israel), Ness Oracle Unitask (Oracle Easy), Afek, Motorola, ONE1UP, Oracle Accelerated Advantech, E&Y, Yael, AKT (HR module), Taldor On-premise Edition (+FSIC) Ness, IBM, Taldor, Advantech, Malam-Team, HP, TATA (TCS Israel), Accenture, Aman, SRL, SAP SAP Israel On-premise Matrix, AKT (HR module), Xact, IGC (Financials modules), S.D.M SAP All-in- Taldor, Advantech, Ness, Malam-Team, CBIT, SAP Israel On-premise One SAPLM SAP Xioma, Malam-Team, RELS, Complete, Business SAP Israel On-premise Menahel4U, Todan, BDO, Ziv systems, Corvet One E-Tafnit Matrix Matrix, Alpha Consultants On-premise QAD SIT SIT, ManofIT, Tirosh On-premise, SaaS Lawson Intentia Israel Intentia Israel On-premise (M3, S3) Einat Shimoni’s work Copyright 2010 @STKI Ashbal, Meidatech, FBC Do not remove source or attribution from any graphic or portion of graphic On-premise, SaaS59 Priority Ashbal Afek, Tulip, RAAN, HP, IlitERP (w/Meida-Tech)

ERP Packages & Integrators: Part 2 Package Israel Rep Integrators Delivery Model Matrix, Oregano, Malam-Team, Microsoft Israel. Prodware, Tadiad, Maxoft, Taldor, Localization & Microsoft Dynamics AX Pisga, Axperts, Michshuv, Ness, On-premise Distribution by mAXimum Aman & other partners in ERP (Matrix) qualifications Aviv, MARS Aviv Aviv On-premise ONE ERP ONE1 ONE1, Anagal On-premise KAV systems Kav Kav, Ardom On-premise FinPro, Logistic Pro Almog Almog On-premise On-demand, Gan Tochnot Heshev Aman Aman SaaS-Israel On-demand, Comax (on demand) Comax SaaS-Israel Profit Michshuv Group Bgate Bgate On-premise, SaaS IFS Teldan On-premise On-premise, ERP for municipalities Automazia Automazia SaaS-Israel Netsuite Einat Shimoni’s work CopyrightIT Com, Edmiso 2010 @STKI SaaS Do not remove source or attribution from any graphic or portion of graphic 60 BPCS, Baan Matrix Matrix, Afek, IBM, Tulip (Baan) On-premise

SMB ERP in Israel ERP On demand model is welcomed by SMBs Increase in upgrades (and thus – maintenance contracts renewal) due to new tax laws that requires patch installations / upgrade versions Continued verticalization Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 61

ERP - Israeli Market Positioning 1Q2010 Enterprise ERP Medium - Large ERP SMB ERP >250 users 100-250 users 20-100 users Oracle SAP Oracle SAP SAP BO AIO ONE1 Priority ONE1 Priority ERP ERP Oracle QAD Tafnit QAD Tafnit Movex Aviv Kav Movex Aviv Vendors to Watch: Microsoft Dynamics AX Market Presence Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic This analysis should be used62 with its supporting documents

3rd party SAP complimentary tools (partial list) – Part 1 Solution Israel Rep. Description EPIuse Ness Selective data copies Zoption Ness Integrating financial functions with Office - excel Panaya Panaya Simulation and guidance for SAP upgrades Intellicorp – Live Ness Impact analysis (for SAP upgrades) compare Object Manager Ness Software configuration management OrgPlus Ness Visual HR management Xpandion Ness Risk mng, behavioral analysis, license audit ARX Cosign Ness Digital signature IXOS-OpenText for Top Solutions SAP content management and archiving SAP Printboss - Consist Consist, Ness Design/distribution of SAP forms MessageManager Ness Unified messaging for SAP SteerU SteerU Einat Shimoni’s work Copyright 2010 @STKI Online guidance/EPSS for SAP Do not remove source or attribution from any graphic or portion of graphic 63 Innowera Ness Integration of SAP transactions with Excel

3rd party SAP complimentary tools (partial list) – Part 2 Solution Israel Rep. Description Item Field - Aman Data transformation for SAP Informatica Clicksoftware Clicksoftware SAP workforce optimization HR Load runner HP Israel software performance testing tools HP Quality Center HP Israel automate QA testing Cisco Data Privacy Cisco Data security on the network CA Wily CA Israel Monitoring customer transactions in real time Security Weaver Ness GRC (Access control, SOD) List of global 3rd party tools for SAP optimization (Source - Ray Wang): http://bit.ly/6rSabt Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 64

3rd party Oracle e-Business Suite complimentary products (partial list) Solution Israel Rep. Description Oracle Israel Partners: UPK (acquired by SmartIT, John Tools to increase productivity, usability, Oracle) Bryce, Ness, deployment & content creation Advantech, ONE1UP, Telos OMM (Object Migration management and change Migration Manager) management for Oracle e-business Print Director Unitask Enhanced Oracle printing Dynamic Entity Data management and control tool AOA AOA Travel management system (Add-on Applications) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 65

ERP Consultants - Partial List (Alphabetical order, not a ranking!)  Accenture  Bit-Plus  Byon  Deloitte Touche  Ernst & Young  HMS  Meteor  OIC  Seker  TCS Israel - Tata  Tulip  Several Independent advisors Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 66

Learning tools - trends Enterprise Applications • LMS market changing in Israel. more options of tools today include best-of-breed solutions, ERP modules, open source (Moodle) and SaaS options • Internal (employees) and external (customers) initiatives are commonly separated – different content, different tools and delivery methods • Connecting learning with portals („learning portal‟) and other KM initiatives is becoming a best practice • Learning is also happening in social media and collaboration, not just in formal courses. But social learning is a difficult new concept to adapt to Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 67

Learning tools – trends Enterprise Applications • Organizations looking for new ways to manage learning processes: More “on the job” learning in real time (the user gets online guidance while performing tasks) Less frontal face-to-face courses (although this will continue for special cases and specific user groups – for example, upper management) Less manuals (“nobody reads them anyway”) More “E” in learning (but as a complementary tool) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 68

Learning tools – partial list – Part 1 New Product Rep Integrators Category customers (2009) SmartIT, John Bryce, Bezeq, Delek, Ness, Advantech, Learning content generation, Nice, Alladin, UPK Oracle Israel Bank Leumi, 013, One1UP, Telos EPSS JEC, Supersol… John Bryce Video tutorials (increase 888, Clalit Health Eyeview Eyeview Services web customer conversion) Learning content generation, Coca Cola, Windimo ONE1 ONE1 LMS Delek, Clal ONE1, Consist, Moodle (open source) LMS Matrix, Kineo (+Elad) SAP SAP Israel AKT LMS Oracle Oracle Israel AKT LMS Cornerstone Amarel Amarel LMS and Talent Mng. ECI Britanica, John Britanica Britanica LMS Bryce, AKT Lio - Kryon Kryon Systems, Online Help: performing Or-Team, Ness System Or-Team, Einat Shimoni’s work Copyright 2010 @STKI Ness transaction for the user Do not remove source or attribution from any graphic or portion of graphic 69 SLK for SPS Microsoft LMS elements

Learning tools – partial list – Part 2 New Product Rep Integrators Category customers (2009) Saba AKT AKT LMS Alvarion EKP Shamaym Shamaym LMS Question mark AKT AKT Test Authoring software LCMS – Learning Content Out Start Malam-Team Malam-Team Management System Composica Shamaym Shamaym Learning content generation Horizon Winba Shamaym Shamaym Virtual Classroom SteerU SteerU EPSS – online guidance Ransys (Nemala) Ransys Ransys Effectiveness measurement Composia Matrix EPSS E-Glue Or-Team EPSS Yael, Advantech, E-Tracker Solan EPSS Colmobil Smart Trainmate Trainmate Learning content generation Einat Shimoni’s work Copyright 2010 @STKI Documentation and Epiplex SIT SIT Do not remove source or attribution from any graphic or portion of graphic 70 simulation

KM Knowledge Management Main Theme 2010: The practical approach for ECM The social knowledge worker Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 71

KM What do organizations want to achieve?  “To provide „chewed-up‟ information to the relevant process and the relevant user”  “To create a culture of sharing”  “The goal is not to manage knowledge, it is to manage results by using knowledge” Source: quotes from participants in STKI’s round table “using Web 2.0 for internal Knowledge Management” Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 72

KM still has a bad reputation KM (Source: Bain & company report on Mng. tools) Low satisfaction level Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 73

KM Knowledge Mng. Maturity Model 2010 Trends Business Value Investment to make money Internal Blogs Internal Internal social IT+business Cut costs, Increase Wikis networks Project productivity Pure Business Project ECM Commodity IT Gateway “silos” Ent. portal Search Services Archiving Size of figure = complexity/ cost of project Investment Records management for regulations Using Implementing Looking Market Maturity Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 74

Users from different age groups KM & Web 2.0 consume social media (but differently) Source: Royal Pingdom’s study work Copyright 2010 @STKI network users Einat Shimoni’s – ages of social http://ow.ly/19cPt from any graphic or portion of graphic Do not remove source or attribution 76

KM & Use of web 2.0 tools for knowledge mng. Web 2.0 Source: STKI round table “using Web 2.0 for internal Knowledge Management” Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 77

The biggest barriers – KM & Web 2.0 not security concerns • Poor ROI measurement • Lack of top management support • Fear of contributing to an overflow of information • Hard to create the right organizational culture • Generation gaps (Generation X, Y, baby boomers) Source: STKI round table “using Web 2.0 for internal Knowledge Management” Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 78

KM & Participation: (Not) for everyone Web 2.0 Source: Forrester Einat Shimoni’s work Copyright 2010 @STKI Source: http://om.ly/Ioix Do not remove source or attribution from any graphic or portion of graphic 80

KM & Web 2.0 policy: Don’t be so harsh Web 2.0 The strict approach to internal Web 2.0 (“no discussion on restaurants/ travel/ anything other than job related issues”)is usually not successful Most organizations told us that other than publicity or bad mouthing they will allow and encourage free discussions Allowing employees (who are social by nature) to discuss non-job related issues provides a great guide on how to use the platform for knowledge sharing Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 82

Enterprise 2.0 Social tools (Partial list) Integration Product Category Israeli Rep partners Chatter (Salesforce) Cloud Collaboration ONE1, Blat-Lapidot Elgg (open source) Social networks tools Elad-Risotech, Blogs, Wikis, RSS, Social WebTech Innovation IBM Quickr, connections IBM Israel networks & other IBM WS partners Kwizcom, Byon Bynet SW, Matrix, Top-Soft MOSS 2007/2010 Wiki, blog, RSS Microsoft & other MOSS partners Kwizcom Web 2.0 bundle Wiki, Tagging, rating, Kwizcom (MOSS addons) forum Mediawiki (open source) Wiki Byon, Matrix Atlasian Wiki Elad Oracle (Beehive) Collaboration Oracle Einat Shimoni’s work Copyright 2010 @STKI “Beshutaf” Community tools Consist Do not remove source or attribution from any graphic or portion of graphic Consist 83

Web 2.0 in the organization: KM & Web 2.0 what have we learned so far? • Web 2.0 within the organization SHOULD be somewhat managed )can’t be completely bottom-up and chaotic) • ROI? Almost impossible to show • Practical way is to “market” the benefits that were gained and measure usage • Web 2.0 initiatives must accommodate different levels of participation • Must be process-oriented Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 84

ECM components ECM The “full-blown” ECM suite approach: Digital Web Content Document Records Email Collab- Workflow/ Archiving Asset Content capturing Mngt. Mngt. Mngt. oration BPM Mngt. Mngt. tools New product features: • Richer mobile interface • Record management and DAM– increasing • Sharepoint connectors Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 85

ECM lifecycle Storage & Content Distrib- Collab- manage- Retrieval Archiving Creation ution oration ment Scanning; Doc. Management; Search; Portals; Sharing & Archiving; OCR; DAM - Digital Assets ; Taxonomies Apps integ. as Collaborating Records E-forms DRM - Digital rights; front ends; Documents management Security; Imaging; Document metadata BPM, WF workspaces Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 86

ECM “Front stage” versus ECM ECM “back stage” • 2 Tiers in ECM are starting to appear: • MOSS in the Front • High-end ECM in the back: • Matrix: “ECM for MCE” concept • IFN’s “SPS connector” • Top solutions' Seeunity (MOSS – Open Text/ Documentum) • Documentum MOSS connection Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 87

Internal Enterprise Content Management: Providers in Israel (doesn’t include WCM) Product Israeli Rep. Integrators IBM Israel IBM – FileNet Yael-IFN Yael-IFN DriveU, Contex, Qualidocs (Livelink), SPS Yael-IFN Yael-IFN connector, ICC, CMOD EMC - Documentum EMC, Ness Ness, Llxa Interwoven (Autonomy) Xioma Xioma Open Text – Livelink ECM; IXOS-OT for SAP; Seeunity; Top Solutions Top Solutions Acadre (3rd party for OT); Wertheim (add-ons for OT) MOSS Microsoft Many ISVs… Top-Soft Oracle (Stellent) Oracle Israel Malam-Team Tower - Trim (acquired by HP) HP HP, MindU Sharedocs ELAD ELAD Omnisys, Matan, Business DocMaster Omnisys Solutions D2K Matrix Matrix Otzar Einat Shimoni’s work Copyright 2010 @STKIAman Otzar Do not remove source or attribution from any graphic or portion of graphic 88 Ada system Artis Artis, Taldor, Malam-Team

Enterprise Content Management (ECM) Products in Israel 1Q2010 MOSS/MSFT- based Solutions Documentum Local Support FileNet Open Text High-End Sharedocs Mid-tier Interwoven Worldwide Otzar Artis Leader Vendors to Watch: Oracle (Stellent) This analysis should be used with its supporting documents HP (Tower softw.) Market Presence Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 89

Special Purpose KM Apps: Productivity Management Applications Representing/ Product Examples of Apps Developing Company Top Solutions, Action Items/Decisions management ActionBase Actionbase ‫מעקב אחר משימות, דיונים, החלטות ונהלים‬ Quality management tools - ONE1, Matarot QM7 ‫מעקב אחר משימות, דיונים, החלטות ונהלים‬ Malam-Team, KCS Generica Objects Management, Regulations (Byon – partners) ,‫ניהול מסמכים, מעקב אחר משימות, פניות ציבור‬ Elad Sharedocs ‫מודול ועדות, ניהול חוזים, נהלים, סריקה‬ outlook extender ,‫וארכיונים‬ ‫ניהול לשכה, חוזרים ונהלים, ניהול תיק עובד, ניהול‬ Matrix D2K-Pro ‫התקשרויות וחוזים‬ Tmura Decision-Pro Decisions management Kotev Web Nest Einat Shimoni’s work Copyright 2010 @STKI ‫ניהול מסמכים וידע, ניהול פרויקטים, ניהול‬ Do not remove source or attribution from any graphic or portion of graphic 90 Omnisys DocMaster ‫משימות וישיבות‬

Special Purpose KM Apps: Information Centers Management Company Product Examples of Apps Olive Olive Software E-Publishing, Content Intelligence Malam-Team Kana KnowledgeBase Blue Phoneix, Top solutions – DSKnowledge KnowledgeBase partner Mckit Linkware KnowledgeBase Service Cloud’s Salesforce KM (based on KnowledgeBase acquisition) IT Navigator Knova KnowledgeBase Business Talisma Knowledgebase Solutions Management of Archives/ Libraries/ IDEA IDEA info Centers Management of Archives/ Libraries/ Exlibris Exlibris Einat Shimoni’s work Copyright 2010 @STKI info Centers Do not remove source or attribution from any graphic or portion of graphic 91 ROM TipTop ‫הפקת לקחים‬

KM Enterprise Search Trends Search 2 levels of search: Basic enterprise search (80/20 rule) Advanced search:  Structured and unstructured  Advanced visualization  Rich media search  Social media search (sentiment analysis)  “Smart” / automatic tagging  Federated (starting to become a “basic” capability) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 92

Search & Information Retrieval Players in Israel Rep/company Other impl. Product in Israel partners Autonomy Matrix Elbit, Taldor Microsoft - FAST Microsoft ONE1, eWave, Matrix Enterprise Search - MOSS Microsoft Many ISVs Google Enterprise Search Taldor Vivisimo Top Solutions, Netwise Search Lite Matrix (Scepia) Nogacom Nogacom Malam-Team, Netwise Omnifind IBM Israel Yael Software, Ness - Attivio Defense Oracle SES Oracle Israel Verasity XRS 2001 Rexigo Dvash Morphix Melingo “Mila” )morphology( Worldwide Lucene – open source work Einat Shimoni’s Copyright 2010 @STKI Leader Do not remove source or attribution from any graphic or portion of graphic 93

IT KM Consultants - Partial List: (Alphabetical order, not a ranking!)  AKT - e-Learning Matrix – Strategy, Assimilation  Aman Design & UI – KM UI Netwise – KM UI  Blink: Web 2.0 specialists ROM  Byon - KM strategy & SRL (“Nihulim”) processes Yael – KM strategy  Digidoc – Scanning processes planning Business Solutions  Ergo – KM consulting Independent consultants  Gait – document management  IT Solutions Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 95

Knowledge Management KM The FUTURE KM trends are the CURRENT internet trends Want to see what KM will look like in a couple of years? Look at the use of internet content today Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 96

Knowledge Management KM Twitter visualization tool (Mentionmap) See which topics are Discussed in your network Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 97

Semantic Web: Web 3.0 KM “meaning of information and services on the web is defined (semantics), making it possible for the web to "understand" and satisfy the requests of people and machines to use the web content” (Source: wikipedia) An alternative definition: A way to clean up THE MESS that web2.0 left behind! Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 98

BI Business Intelligence Main Theme 2010: Active analytics Decentralized analysis & Centralized data New BI consumption models Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 99

Only 25% of the organization BI is using BI ! OLAP, analysis KPIs, BSC, dashboards, Mobile BI Query, reporting, Mobile BI Active BI “BI for the masses” – with which tool? Source: Information Week Hebrew translation of the article: KMROM http://www.kmrom.com/Site/Articles/ViewArticle.aspx?ArticleID=1157&P=59 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 100

BI Generations BI Injecting BI into daily Predictive DW updated processes Analytics once a day Offer management Real time Reports for (Batch processes) offer operational and management strategic needs Fraud Scaling while detection Risk KPIs in BSC controlling costs “Events” detection Real time Gen. 1: Gen. 2: Gen. 3: Passive BI Active BI Active Analytics Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 101

BI BI Maturity Model 2010 Trends Business Value Real time Predictive Investment Active analytics Offer manag, to make money BI Balanced Scorecard IT+business Cut costs, Increase Budget Project productivity Planning Data Governance, Pure MDM Business Dashboard Project Commodity IT Tactic Services BI/DW Size of figure = complexity/ cost of project Investment for regulations Using Implementing Looking Market Maturity Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 102

What will be the hot BI topics? BI At the back end:  DATA - Data quality, MDM, data governance, more real time and faster processing At the front end:  Data mining, predictive analytics, more analysis will be done at the user level New technologies will be embedded in the tools organizations are already using today: modeling at the user level, optimized performance (parallel computing, in memory processing, column-based etc.), data visualization, Mobile interfaces Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 103

BI suites providers trying to catch up BI with small players’ BI innovtion  Organizations still feel that the BI suites UI is not intuitive enough, more innovation is needed.  New BI players offer more innovative ways to analyze data  Announcements from BI vendors to accommodate this need:  Microsoft “PowerPivot” (aka-”Project Gemini”) - self service in memory BI to spreadsheet users  SAP‟s Explorer (Polestar acquisition) – search+BI exploration Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 104

In-memory analytics BI Query the data on disk Query the data in memory Server Desktop Source: BI Scorecard Vendors: IBM- TM1, SAP BWA, Qliktech, Microstrategy (V9), Microsoft “PowerPivot”, Tibco-Spotfire, Tableau Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 106

Israel – DW/BI Staffing ratio  Average Israeli ratio: BI/DW is 6% of IT department (compared to 4.3% abroad – source: Computer Economics)  An average of 8 DW/BI employees in Israeli organizations Smallest: government+high tech (2-5 employees,3% of IT) Largest: banking+telecom (15-60 employees, 8-10% of IT)  75% of Israeli enterprises have a centralized BI/DW department (very good compared to worldwide situation)  50% of staff is external, trend towards in-sourcing BI Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 107

BI Budget is stretched to the limit BI This will allow SaaS and open source BI to grow Due to high licensing costs (>1000$ per user) organizations are moving towards site-based pricing and will be more open to new delivery models We will see some use of open source BI options (For Enterprises it will be in niche areas, For ISVs will be OEM)  Software is 20% of the BI project cost (the cost open source can save)  Open Source BI tools maturing (Jaspersoft, Pentaho, BIRT) - in their third or more releases Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 108 Source: Information Management

BI in the Cloud BI (Source: Cutter)  19% of organizations surveyed answered they‟re using some sort of cloud based BI/DW  Drivers: funding problems; SMBs who didn‟t yet enter BI/DW saw it as an easy way to enter  Physical data in the enterprise, logical model in the cloud  73% of the companies using Cloud-based BI/DW showed positive results/cost savings  59% of them are still keeping traditional BI tools  33% of them are keeping also local copies of BI output Adoption barrier: BI isn‟t usually a classic “generic” tool, needs to be customize to fit organizations‟ needs Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 109

Private BI cloud BI  Started to occur in the U.S  located behind the end-user organization's firewall  create and manage large numbers of data warehouses and data marts that can be deployed across a common pool of physical, virtual, or cloud infrastructure (Cutter definition)  Can be self-provisioned by analysts and other users (without requiring a lot of IT assistance) Vendors: Analytic database such as Teradata, Greenplum Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 110

Mobile BI application BI Mobile BI application can be a totally different experience BI for iPhone – Source: http://www.roambi.com RoamBI (Highview) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 111

Financial and Budget Planning packages Package Rep in Israel Integrators Oracle Israel, HMS, Business & Decisions, Ness, Hyperion - Oracle Gilon, Advantch and other potential HMS partners TM1 (part of IBM-Cognos) IBM Israel, Byconix Byconix, Ernst & Young, Gilon IBM Israel Cognos (IBM) Libi, 7th Dimention, Gilon Libi SAP SEM – BPS + Recently Acquired products: SAP Israel Ness, IBM, HP, Advantech Outlooksoft, Pilot B.O Planning/ consolidation/profitability & Costing Matrix, Gilon, Highview, Menahel4U, SAP Israel (SAP company) + SAP BPC, SAP other SAP/B.O partners SM Power OLAP Top-IT, Xioma Top-IT, Gilon SAS Mia computers Mia CFODREAM The 7th Dimension The 7th Dimension Clarity Tulip Global - Spreadsheet server Yael software Yael Software Gomla (mainly Costing) Shimoni’s work Einat Gomla Copyright 2010 @STKI Worldwide Do not remove source or attribution from any graphic or portion of graphic 112 GEAC Ness Opisoft CPM Leaders

Scorecard & Dashboard players in Israel Package Rep in Israel Integrators IBM-Cognos - CPM, CMM, IBM Israel Libi, Opisoft, Gilon, Libi, Malam-Team Celequest Libi (Data Mine), IBM, Cognos, Consist Hyperion - Oracle Oracle Israel, HMS HMS, Business & Decisions SAP Business Objects Xcellius Matrix, Advantech, Highview, ONE1 BI, (dashboard) SAP Israel Consist, Gilon, Ness, IBM, Taldor, Enix, Point of View, Ratio, Malam-Team SAP Business Objects SSM SAP Israel Strategy Manager SAS EIP Mia Computers Mia, Gilon Gilon, Consist, HighView, Data Cube, Panorama Panorama Integrity, ONE1 BI, Citrine BI, VisionBI Business Solutions Actuate Performancesoft Suite Ratio Ratio Gilon, ONE1 BI, Malam-Team, Complete , Qlikview Qlikview Israel Tirosh ,Consist ,Servit ,Ludan PerformancePoint Server Microsoft Israel Gilon, Consist, ONE1 BI, HighView, Opisoft, Malam-Team (Data Mine) Intellisys Intellisys Consist, Gilon, VisionBI, Ratzio DSP (for mobile) Eternity Eternity iDashboard Eternity Eternity QPR TopIT Einat Shimoni’s work Copyright 2010 @STKI TopIT, Consist Do not remove source or attribution from any graphic or portion of graphic 113 Point of View Point of View Consist, DBNet, Ness Matach

A unified presentation/visualization layer BI on top of existing BI tools Source: Jignyasa Solutions/Products in Israel Highview B:Eye Intellisys Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 114

Dashboards & Scorecards 2009-1Q10: Partial List of selected wins +(implementers)  Xcellius (Dashboard): Mifal Hapais (Consist), Sandisk (Highview)  Cognos metrics (CMM): army unit (Gilon), Sochnut Yehudit (Gilon)  iDashboards: Sakal (Eternity)  Microsoft PPS: Bank Leumi (Eternity), Keter Plastic (Opisoft) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 115

BI General Platforms (Part 1): Package Rep in Israel Integrators Matrix, Advantech, Taldor, SRL, Malam-Team + SAP BW + Business Data Mine, Xact, Gilon (+Amplio), ONE1 BI, SAP Israel Objects, Explorer Consist, Point of View, IBM, Data Cubes, VisionBI, Active View, Highview, Ness, HP Consist, Gilon, ONE1 BI, HighView, Opisoft, Microsoft (SQL Server + Advantech, Gstat (datamining), SRL, Bynet SW, Microsoft Israel PerformancePoint Server) Eternity, Matrix, Elad, Malam-Team (Data Mine), Libi, Top-soft, MOSS partners… Libi, Opisoft, Seven-D, Gilon, Consist, Eternity, Cognos (An IBM company) IBM Israel, Libi Advantech, IBM, Mirkam (Energy), Malam- Team + Data Mine, ONE1 BI, Normative, SRL WebFOCUS SRL SRL, Gilon, Malam-Team, ALD OBI EE Oracle Consulting, Taldor, Gilon, Advantech, Oracle Israel Yael, IBM, ONE1 BI, Malam-Team + Data Mine, BI Apps (prepackaged BI for Highview Oracle, Siebel etc.) Einat Shimoni’s work Copyright 2010 @STKI Point of View 2008 Point of View Consist, DBNet, Ness Matach, Libi Do not remove source or attribution from any graphic or portion of graphic 116

BI General Platforms (Part 2): Package Rep in Israel Integrators SPSS SPSS Israel (Genius) SPSS Israel (Genius), Gstat, Matrix SAS (Platform + analytical) Mia Computers Mia, Gilon, Pareto, Business & Decisions HighView, Gilon, Consist, Data Cube, Panorama Panorama Integrity, ONE1 BI, Ness, Business Solutions, Citrine BI, VisionBI Gilon, ONE1 BI, Malam-Team, Complete , Qlikview Qlikview Israel Tirosh ,Consist ,Servit ,Ludan Microstrategy Mittwoch Mittwoch EIS (Sigma) Gilon Gilon Actuate iServer Ratio Ratio (Enterprise Reporting) Syndera (Operational BI) Ratio Ratio Dynamics BI (BI Microsoft Highview Highview Dynamics - ERP and CRM) Spotfire (Tibco) Yael Software Yael Software Tableau (data visualization) Shimoni’s work Copyright 2010 @STKI Einat Malam-Team Do not remove source or attribution from any graphic or portion of graphic 117 Pentaho (Open source BI) Eternity, Tikal, Malam-Team (Data-Mine)

BI Specialized Products: Marketing Package Description Company DQA Gilon Data Quality BI Portal Gilon Dashboard, BI Portal Tachlit CDI Gilon Customer data enrichment and unification OLAP cube manager Gilon Solution for MSFT OLAP cube Verix (Business Events) Gilon Identifying business events (exceptions) EQM Consist Monitoring & configuration for Business Objects PowerView HighView Generation of BI data in Powerpoints Babylon Enterprise Ness Can be used for Metadata/ data retrieval Gstat Analytical Platform Gstat Next best offer, Supply Chain Astra Eternity Framework for SSRS (Reporting Services) SAP BIA (BI Accelerator) SAP Israel, HP Appliance for accelerated BI performance Mellmo: RoamBI (iPhone) Highview Highview Verigence (BI dev. Tool) Highview Highview B:eye (Visualization layer) Highview Highview Intellisys (Presentation layer) Intellisys Consist, Gilon, VisionBI, Ratzio BSP - METAmanager Libi Utility tool for Cognos metadata BSP - Version Control Einat Shimoni’s work Libi Copyright 2010 @STKI Version control for Cognos Do not remove source or attribution from any graphic or portion of graphic 118 Insfocus Insfocus BI for Insurance sector

Open Source BI & Data Mining tools Source: Open Source BI: A Market Overview, Steve Holub http://www.osbr.ca/ojs/index.php/osbr/article/view/962/926 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 119

Front end BI tools: Positioning in Israel 1Q2010 B.O Cognos (SAP) (IBM) Microsoft Local Support Oracle Panorama Worldwide SAS Leader WebFOCUS Qlikview Vendors to Watch (Relatively new): This analysis should be used with its Spotfire supporting documents Market Presence This positioning includes only Front work Copyright 2010 @STKI Einat Shimoni’s End BI tools (reporting, query, analysis, dashboards) and does NOT take into consideration the attribution from any graphic or portion of graphic tools Do not remove source or depth of analysis with these 120

Examples of Data Mining / Predictive Analytics tools (Partial list): Package Marketing Company SAS Mia SPSS Clementine (IBM) IBM Israel, SPSS Israel (Genius) KXEN KDE Group Oracle data mining Oracle Israel Verix (Business Events) Gilon R statistics – open source Tibco Spotfire Miner Yael Microsoft – data mining Microsoft Israel Worldwide algorithms within SQL Leader CRM, Campaign Management, BI and other application packages include pre-built analytics models or some data mining capabilities Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 121

BI & Social media analysis Social media  New type of information - Real time data (“what is happening right now”?)  Social media websites contain a wealth of information about people‟s preferences, sentiments, trends - in real time  Social media analysis will often be offered in SaaS  Will be either under marketing /or CRM / or BI  Will require the following technologies: text mining, NLP – natural language processing, relationship and entity extraction, data mining, and the ability of combining structured and unstructured analytics Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 122

BI & Levels of social media involvement Social media 1) Listen Start here: Simple to do, 2) Analyze/understand High value! 3) React 4) Measure 5) Create interactions Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 123

BI & Why analyze social media? Social media Source: http://www.slideshare.net/tactica_inc/the- Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 124 conversation-an-introduction-to-social-media-presentation

BI & Data specialists - Partial List (Alphabetical order, not a ranking!) – Part 1 • Accenture: Strategic business level consulting • Aman – Stood out in data management • Activeview • Advantech – stood out in Business Objects on SAP BW • Byon - KPIs • BI-Pro – stood out in strategic BI consulting • Business & Decisions • Consist – stood out in BOXI upgrades and Performancepoint • Data Cube (BI for Retail) • Data Mine (Malam-Team) – Stood out in Cognos • Elad - Microsoft • Eternity – stood out in Microsoft • Ergo – stood out in Balanced Scorecard consulting • Gilon – stood out in EIM consulting, risk mng, BICC, acquired Amplio + Synergy • Gstat • HighView – stood out in panorama, BSC/dashboards • HMS – stood out in strategic financial BI, risk management Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 125

BI & Data specialists - Partial List (Alphabetical order, not a ranking!) – Part 2 • IBM – BI and new strategic optimization analysis (BAO) • Inquera – stood out in product catalog data cleansing • ONE1 BI • Opisoft – stood out in Microsoft/ Performancepoint • Libi • Matrix • Pareto – Data Mining • Point of View • Normative • Ratio – BSC and KPIs consulting • SRL • TCS Israel – Tata - Strategic business level consulting • Vision BI Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 126

MDM MDM Main Theme 2010: The central data approach Trying to be practical about MDM Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 127

Worldwide MDM trends MDM  MDM increasing, many companies already have more that 1 MDM  We will see a lot more data management capabilities in IT – data quality, MDM, data mining and analytics  As organizations use more SaaS, more decisions will be made at the business level, the data will become more decentralized, and IT will take a more data-centric approach Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 128

MDM Reality in Israel MDM  Different terminology (MDM, ODS, Operational DW, EII), user organizations confused (also vendors)  In MF-based organizations there is usually more centralized data but also a fear of increasing MF costs  Historically - different approaches for solving operational data consistency problems:  Homegrown self-developed MDM  CRM as MDM for customer data or other operational systems acting as “master data” store  DW acts as MDM – Operational DW  “Artificial” solution – only one person is allowed to open up a new client Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 129

MDM as an accelerator for other MDM projects’ ROI MDM is viewed as an infrastructure, Hard to explain the value of MDM to the business level Examples of MDM ROI: • CRM: 13% increase in CC productivity. • But CRM + MDM: 18% • Reducing order time in 2% with PIM. • Increased response to campaign by 15% • Reduced credit risk cost by 2% • Reduced annual compliance cost by 75% • Easiest to justify in M&As, compliance needs, and as a foundation for CRM/other large project Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 131

MDM project characteristics MDM  Typical MDM project staff profile (worldwide data):  8 people (25% of them from business units, 40% internal IT, 35% external SI)  Main domains still “Customer” (23%) and “Product” (23%)  Software is 25% of the cost (Project= 4 x license)  Average implementation time: 6-12 months Source: “Information Difference” research study on MDM: http://bit.ly/agz57f Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 132

MDM project recommendations 2010 MDM  Ideally – it should be led by the business, realistically - should have a business owner/strong sponsor  Tight involvement with the application people (MDM requires process changes) to avoid „politics‟ disputes later on  Clear definition of who does what  Business owner for each type of master data (data steward - not IT steward)  Avoid customizing the MDM package (products evolving fast)  Start with a data glossary in an early stage  Data quality will take more time and effort than you think  Incremental phased project to lower risk  Define data governance organizational roles: Data Owner, Data Custodian, Data Steward, Data Governance committee Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 133

MDM/ Data Hub technologies in Israel Package Rep in Israel Integrators Oracle Data Hubs Matrix, Yael, Malam-Team, Oracle Siebel UCM (CDI) Oracle Israel Taldor & other Oracle Hyperion (financial data) potential partners Ness, Malam-Team SAP MDM SAP Israel and other potential partners IBM WCC (CDI), WPC (PIM) – IBM Israel IBM, Matrix acquired Initiate PIM - QAD SIT Tibco (CIM – product data, Telecom) Yael Yael Informatica (acquired Syperian) Aman Aman Microsoft Master Data Services - Matrix + other Microsoft SQL 2008 R2 (Stratature acquisition) potential partners Teradata MDM (+i2) Mittwoch Mittwoch Einat Shimoni’s work Copyright 2010 @STKI Open Source MDM: Talend or attribution from any graphic or portion of graphic Do not remove source Worldwide 134 Leader

Open Source MDM options Source: Open Source BI: A Market Overview, Steve Holub http://www.osbr.ca/ojs/index.php/osbr/article/view/962/926 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 135

Independent Data Cleansing tools in Israel (Partial list): Package Rep in Israel Integrators Trillium Aman Aman Informatica Aman Aman IBM Information Server IBM Microsoft (acquired Zoomix) Microsoft MENTA (Israeli address data Yael Software cleansing) Oracle (acquisition of Silver Oracle Israel Creek for product data quality) Dataflux (SAS) Mia Mia Inquera – product data cleansing Inquera Inquera Worldwide * This list doesn’t include general “Data Quality” tools Leader Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 136

MDM projects during 2009 Self developed MDM in financial org. (IBM) Self developed MDM mechanism (Biztalk + rules engine) in industrial company (SRL) ODS in credit card company (Gilon) CDI project using open source products (Tikal) Oracle (UCM) – win in security sector 2 RFPs for MDM underway Several others plan to start in 2010 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 137

BPM BPM Main Theme 2010: Move from WF to a Strategic tool for process development Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 138

BPM survey results BPM Source: AIIM  2 biggest drivers for BPM: “Improving process throughput” and “Reducing process steps”  49% of organizations achieved payback of their investment in BPM tools within 18 months  Accounts payable and accounts receivable processes showed the strongest success factors, followed by customer support cases, proposals and contracts, and claims processing  Integration with other systems is the biggest technical challenge faced by our respondents.  The strongest indicator for successful BPM processes is the presence of an existing process owner. Source: AIIM BPM survey http://bpmfundamentals.wordpress.com/2009/12/04/aiim-bpm-industry- watch-2009-report-released/ Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 139

BPM trends in Israel BPM • 2009-2010 - increase in using BPM as a strategic application development platform • Shorter development times? Possibly, but not necessarily and usually not in first year. • What is the ROI of BPM? Agility – capability to change processes in applications FAST Go for core strategic processes – improvements in these processes will provide high value (But you have to keep measuring improvements) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 140

BPM Players in Israel – Part 1: (Does not include Integration-centric BPM) Package Modeling Execution BAM Israeli Rep Integration Partners Oracle Israel, eWave, ONE1(Liam), Advantech, Oracle BPM X X X ONE1 (Liam) Matrix (Aluna) IBM Israel, IBM - FileNet X X X IBM, Yael-IFN Yael - IFN Vflow X Yael - IFN Yael-IFN Tibco BPM X X X Yael Yael IBM, Risotech-Elad, Matrix, IBM BPM (Modeler, Process X X X IBM Israel Midlink, Yael-IFN, Ness TSG, Server, Lombardi) Tangram, advantech Bynet, Advantech, Matrix, Malam- Team, Yael, Netwise, Millenium, Microsoft WWF, Visio X X Microsoft Israel Elad, SRL, HP, Omnisys, Malam- Team etc… Sequence (PNM) X X X Matrix, PNMsoft Matrix, PNMsoft Metastorm X X X Eternity Eternity Savvion X X X Eternity Eternity K2 X Malam-Team Global360 X X X Einat Shimoni’s work Copyright 2010 @STKI Yael Software Do not remove source or attribution from any graphic or portion of graphic 142 BizDoc X Moding

BPM Players in Israel – Part 2: (Does not include Integration-centric BPM) Other Integration Package Modeling Execution BAM Israeli Rep Partners AgilePoint X X X SRL HP Software AG BPM X X X SPL Software (includes Aris) Software AG Israel, Seker, Malam-Team, Aris (Acquired by Software AG) X X Seker IBM, HP Ultimus X X X Tiuv Nintex Workflow 2007 X Bynet SW Elad (WF in MSFT environment) QPR (integrated BPA + CPM) X X Top-IT Captaris (acquired by Open Text) X Top Solutions Many Potential SAP BPM/WF X X X SAP Israel Partners – all SAP Integrators EMC (Documentum + Proactivity X X X EMC, Ness BPA/BAM) CaseWize X X HMS JBPM (Jboss) Einat Shimoni’s work Copyright 2010 @STKI X X Matrix Do not remove source or attribution from any graphic or portion of graphic 143 ProcessGene X ProcessGene

Human-Centric BPM Positioning in Israel 1Q2010 Doesn’t include modeling/BPA or Integration-centric BPM Vendors to Watch (Relatively new): Global360 Savvion WF/ content- Metastorm oriented Local Support BPM Sequence oriented (PNMsoft) Worldwide Oracle WWF Nintex Leader IBM Agilepoint Tibco Vflow K2 Ultimus Soft. AG This analysis should be used with its supporting documents Market Presence Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 144

Enterprise Portals Enterprise Portals Main Theme 2010: Organizational portals = a commodity Move to operational unified UI Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 145

Enterprise Portals: Players in Israel Company Product Name Integrators Websphere Portal IBM, ONE1, Matrix, Risotech-Elad, IBM Workplace Services Express SPL-Idor, KITS-advantech, Midlink, NEW – Web 2 Workplace: “Hannover” C-soft, Web Tech Matrix, Malam-Team, SRL, eWave, Microsoft Israel SPS/MOSS Netwise, Elad, Bynet, HP, Advatech, We!, Byon, Top-Soft, One1, Yael, Consist, Aman……… Sharepoint “add-ons”: Raytech, Kwizcom, Malam-Team, Elad, Omnisys and more Intlock – Cardiolog - Sharepoint usage tool Oracle Portal: Matrix, eWave, Taldor, Advantech, Unitask, Malam-Team, Oracle Israel Oracle Portal, Web Center, Oracle Consulting Weblogic/plumtree Plumtree/BEA - ONE1, Mckit, HP, e- Wave Ness, Taldor, Malam-Team, SAP Israel SAP Portal SRL, Xact, Advantech, HP, IBM, Ness, B2 Tech, E121 Advantech Tango (Integration MOSS + SAP EP) Advantech Einat Shimoni’s work Copyright 2010 @STKI Matrix Vignetteremove source or attribution from Text) or portion of graphic Do not (acquired by Open any graphic Matrix 146

Portals Positioning in Israel 1Q2010 MOSS SAP EP Local Support IBM Websphere Worldwide Portal Leader Oracle + BEA This analysis should be used with its supporting documents Market Presence Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 147

Enterprise The customer (view) is King! Portals • We are seeing more “customer view” projects – integration at the GUI level, and as a layer on top of CRM • Telecom, Financials, and Retail orgs Goal is to increase service agent productivity Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 148

Unified desktop / EPSS for service agents Israeli Solution Description New 2009 clients Representative Guided Customer E-Glue OR-Team Interactions, EPSS Guided Customer Composia, Discount, Avis, Composia Interactions, EPSS Matrix Office Depot OpenSpan Front End integration Malam-Team Solan, E-Tracker EPSS (Yael and Colmobil Advantech– partners) CCF (Customer Care Aggregation, Acceleration Microsoft Clalit (Matrix) Framework) and Automation (Matrix – partner) IBM IBM - Expeditor Desktop Integration Isracard (Matrix) (Matrix – partner) Project combined Acceleration and automation, SKS for CCF Bynet SW with expanding CCF capabilities dynamicsCRM Can be used for bringing the Babylon Enterprise Ness Sonol, 012 needed info to the agent Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 149 Jacada Front End integration

Web Presence Web and Mobile Main Theme 2010: Web Presence – back to basics The digital experience as a differentiator Mobile accelerator for new business models Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 150

Web External Website trends Presence  Self Service is a main priority – moving processes from contact center to the web  From mass markets to individual communities  Adoption of collaborative Web 2.0 tools Consumers are much faster than companies in adopting social media – In Israel even more. Start now, don‟t wait!  Increased interest in Open Source WCM tools  The web is adding an “experience” element to a company‟s product/service  Orgs want to improve analysis of business trends in their websites Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 151

Web External Website Israeli trends Presence Going back to basics: Digital Strategy (more on the business side, less IT-led) Companies want to re-check and design their web presence. Web analytics external services + benchmark Examples of vendors‟ services for digital strategy: Matrix (“Ruleri” service), Netwise, Accenture, Gilon-Synergy, Blink – conversation marketing & Web 2.0 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 152

A positive digital experience can make a Web bottom line difference! Presence  RazorFish: 65% of consumers say a digital experience changed their opinion on a brand. 97% of them say this experience influenced whether or not they purchase  Millwatd Bbrown: Digital consumers have 15% stronger relationships with brands  According to Altimeter, there is a correlation between social media activity to financial performance (leaders are Dell, Starbucks, eBay) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 153

Web Characteristics of successful Websites Presence  Up-to-date, informative, useful, dynamic, user generated content  Easy to use (“clean” and consistent, search), supports accessibility requirements  Collaborative and social tools, communities  Interactive  Self Service capabilities  Provides a positive and interesting experience  Syndication options (RSS, newsletter) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 154

Web Use Twitter to promote your web! Presence 10% of NY times (NYT.com) traffic Is generated from twitter! Link to website Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 155

WCM/ External Portals tools: Players in Israel Company Product Name Integrators Matrix Vignette (acquired by Open Text) Matrix Matrix, Malam-Team, SRL, eWave, Netwise, Elad, Bynet Microsoft MOSS SW, HP, Advatech, We!, Consist, Yael, Tvuna, One1, Byon, Aman…… SPS/CMS Migration tools: METAlogix (Bynet SW), MMF (Malam-Team), Matrix etc. IBM Websphere Portal + Web2 Matrix, Risotech-Elad, IBM, ONE1, SPL-Idor, KITS- advantech, Midlink, C-soft, Taldor, Web Tech Sitecore Bynet Bynet EZ Content Bynet WebTrends (Web analysis) Bynet Matrix (Scepia) Matrix EPIserver Netwise Netwise Tridion Netwise Telerik )Sitefinity – product) Netwise Consist CMS (PHP) Consist Interwoven Xioma Xioma Fatwire e-Wave e-Wave Ness Choradiant web analysis Ness Oracle Israel Oracle Portal, Web Center, Matrix, eWave, Coral, Taldor, Advantech, Unitask, Einat Shimoni’s work Copyright 2010 @STKI Malam-Team - Stellent, Qesem, ONE1, Mckit, HP Plumtree, Stellent WCM Do not remove source or attribution from any graphic or portion of graphic 160 SAP Israel SAP Portal SRL, IBM, Xact, Ness, HP, Taldor, Malam-Team, etc.

Portals: WCM Open Source Company Israeli specialists (partial list): Joomla Consist Drupal eWave, Consist Wordpress Dot Net Nuke Malam-Team Consist PHP-based CMS product Piwik (web analytics) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 161

Why mobile? Why now? • Customers that use multiple channels spend more and are more satisfied than single-channel customers • Enables new business models – a major issue • 50% of Gen-Y consider mobile a criteria when choosing a bank (Celent) • By 2010, 30% of U.S households will bank using mobile phones (up from 10% in 2008) (source: Celent) • A Visa study showed that 61% of 25-34 year-olds are interested in making purchases with their mobile phones • 15% of consumers are already buying using their mobile (Delloite) • Mobile Payments will increase due to location-based promotions (NFC: Near Field Communications) • 65% of marketers & publishers plan to invest in mobile apps during 2010 (Source: DM2PRO and Quattro Wireless survey) Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 162

Mobile website Your mobile website should and Less like that: look more like that: Don’t look at mobile devices as an “extended PC” It is a totally different device that will offer added value that a PC doesn’t Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 163

Mobile banking – very similar format 70% of smartphone users consume financial mobile services: • Checking balances (82%) • Checking transactions (62%) • Account alerts (46%) • Transfer funds (40%) • Pay bills (29%) • Find branches & ATMs (location-based) Source: Data Innovation’s “Mobile Money Study” http://www.mobilecommercedaily.com/70-percent-of-smartphone-owners-use-mobile-financial-services-study/ Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 165

To summarize… • Try to reduce the enterprise applications portfolio complexity: less customizations, improved interface • Consider SaaS and open source models for niche areas • Don’t ignore social customers and social employees needs, applications should be ready to be consumed anytime, anywhere and via any channel • BI and analytics continue to be very strategic areas • Web presence will be revisited – start over Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 167

2010 Enterprise Applications, BI & KM Trends

by Einat Shimoni on Mar 18, 2010

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2010 Enterprise Applications, BI & KM Trends — Presentation Transcript

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