Galit Fein Social Mobile Cloud and IT trends 2013

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Galit Fein Social Mobile Cloud and IT trends 2013

  1. 1. Galit Fein STKIDisruptive technology SummitOffice of the CIO 2013 IT at the crossroads: Lead, follow or get out of the way
  2. 2. AgendaDisruptive IT Paradigms Social, mobile, cloud trendsChanges in IT Office of the CIO Trends Sourcing Trends Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 2
  3. 3. The World Has Changed Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 3
  4. 4. RE-Imagination of EVERYTHING Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 4@KPCB_2012_Internet_Trends
  5. 5. RE-Imagination of EVERYTHING 2 Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 5@KPCB_2012_Internet_Trends
  6. 6. RE-Imagination of EVERYTHING 3 Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 6@KPCB_2012_Internet_Trends
  7. 7. Disruptive IT Paradigms for the Next 5 Years Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 7
  8. 8. When we’re not closed Anywhere. Anytime, Anything! We’re opened! Social Mobile Cloud Trends 8
  9. 9. New year, same old customer? 87% of all Acquiring a new customer canwill customers cost up to 5 go back to never times more an organization than retaining a after a negative current customer experience 1977 Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 9
  10. 10. Ever Connected, Always On, Smarter CustomersClipartOf.com power Your customers are unique human beings Your customers need much more than a special offer Your customers 24x7 Your customers expect more Connection from than just product or service Galit Fein’s work/ Copyright@2013 different touchpoints Your customers Your customers Do not remove source or attribution from any Galit Fein’s work/ graph or portion of graph slide, Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 10
  11. 11. JUST… Every- LISTEN thing you need to to know is out thereConsumers are sharing You don’t have to drive blind!their experiences andpreferences withothers Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 11
  12. 12. How did the archbishop know who to kill? Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 12
  13. 13. This is how you’ll know what your clients want• What do customers think of my product?• Are they happy with the services?• How do I impact my customers’ perception of me?• What do customers like about my competitors? Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 13
  14. 14. Don’t let Facebook become boring! Call us Visit us on Web site Follow us on Facebook What next? Not effective, Boring, stale & stagnant You can “like” it,time consuming so that’s cool!? If you know your customers as individuals now - you can do much better Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 14
  15. 15. The End of Lazy Marketing People enjoy consuming content that is appropriate for the context of the social platform that they’re using. Make content appealing that users will want to consume it Source: leaderswest.com/2012/12/14/ people-dont-like-social-media-marketing Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 15
  16. 16. The Rise Of The Sharing Economy What’s mine is yours, for a fee LAST night 40K people rented 250K rooms in 30K cities in 192 countries ONLINE Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 16
  17. 17. Social Enterprise defines/supports the new “non-stop” customer Do you have Do you have tools? understanding?To supportthe new“non-stop”customer Ever Connected, Always On, Smarter Customers Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 17
  18. 18. Good Product – Bad Experience There is no chance of anyone taking a mortgage and thinking it was a good experience I was asked 3! times to put my ID in one conversation of cancellationArrogant and aggressive and appointment settingcustomer service assuming toknow what is good for me And no, I don’t have a fax at homeIt’s not a technology!Think about your own experiences, expectations, Galit Fein’s work/ Copyright@2013and preferences as a customer Do not remove source or attribution from any slide, graph or portion of graph 18
  19. 19. Customer Experience ManagementWhen you buy something, you want it to be:• easy to get• function flawlessly• and move forward in your lifeThat is what CEM is all about:• making it easier and nicer to get the service/ product we want• ensure that clients will say good things about us and come back Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 19
  20. 20. CMO-CIO Conflict of Cultures the balance ofCMO engaging with power between customers CIO CMO the individual and throughout the analyze the the service entire customer financial results provider is changed lifecycle of marketing initiatives Standards, sees New the whole Time to digital, analyti picture / market is cal skills and building everything online & offline tools architecture, pr invest in new accepts techn. & analytics communities and efers to takeCIO to get a better collaborate to fuse more time to mistakes grasp of how the internal & as a given external faces of “get it right” individual Source: IBM the enterprise Source: IBM customers behave Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 20
  21. 21. If CMOs are From Mars, Its Time for CIOs to Visit• Gartner : Through 2016, 80% of marketing organizations will source 80% of their technology needs externally• Companies that have solid cooperation between the CIO and other VPs have 4 times chances for success than other companies where the cooperation with CIO was weak Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 21
  22. 22. B2C and B2E Mobility Trends 22
  23. 23. Non-stop customer is SoMoClo6 BILLION 40B apps downloaded since 2008 In 2013 more people will access webmobile users 20B through mobile device than computer in SMS 2012enabledphones 75% 1B & 600M mobile monthly active users Smart 27% phones 100 M users Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 23
  24. 24. Future Displays and Augmented RealityiWatch Eye scroll Plain reality? Flexible E-Paper Display It’s so boring… Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 24
  25. 25. Smarter Things• Wearable smart electronics in You have fever Take a pill right shoes, tattoos and accessories now!• It’s not about single technology, but a I don’t like concept this tie• Embedded sensors in devices, augmented reality, remote sensing, services on top of connected I need to be changed! products, machine-to-machine communication Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 25
  26. 26. Mobile App Development Trends For 2013• Apps will be increasingly contextual and You’re personal late for board  Mobile predictive analytics within apps and meeting complex event processing Source: ClipartOf  Next best action - human pattern matrix – how people interact with apps• Enterprises are moving to a cloud development model Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 26
  27. 27. MBaaS - Mobile Backend-as-a-Service Mobile, wireless & connected world:  more bandwidth  faster broadband  remote info access MBaaS via multiple devices Cloud services developers expected to use  cutting costs  storage 2013-2014 the marker for cloud-based mobile apps is projected to increase by 60% Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 27
  28. 28. Who are the new era winners? Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 28
  29. 29. Consumer Compute Market 2013 2011 2012 2013ETabletiOS 56% 51% 54%Android 43% 48% 41%Windows 1% 1% 5%SmartphoneiOS 20% 20% 17%Android 47% 55% 53%Windows 2% 3% 5%Total Consumer Compute Source:Apple 23% 23% 22% Goldman Sachs Research 2013Google 33% 43% 43% Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graphMicrosoft 25% 19% 18% 29
  30. 30. What type of smartphone do you have? End of 2012 Source: Goldman Sachs Research. Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 30
  31. 31. A New Smart Phone Purchase 2013If you plan to purchase a new smart phone in the next six months, what type of smartphone will you purchase? Windows 8% Android 49% Apple 43% Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 31
  32. 32. Israel 2013iPhones: 1,600,000 Phones: 1,800,000 Real competitor, last toiPads: 600,000 Tablets: 200,000 enter, a lot will dependiPad mini: strong entry Galaxy note 2: positive responses on a successful ecosystem 2014 expected: Smartphones ~ 25% rise Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph Tablets: doubled 32
  33. 33. Demand for notebooks continues to decline EMEA PC performance : Q3 2012 vs Q3 2011 Client PCs: -1.8% Desktops: Notebooks: Netbooks: Pads: -5.8% -1.9% -42.9% 27.8% Consumer PCs: 5.6%Source: Canalys forecasts, Enterprise PCs: -13.1%Netpad Analysis, November 2012 Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 33
  34. 34. Is the PC dead?• No, the home PC is dead, people still use PC at • People buy more than one tablet per household work  It’s personal device, a fun gift• Consumers are going to buy more tablets and fewer PCs  The trend is much stronger among kids Source: How many tablets are Business Insider in your household? More than 1 1 47% 53% Jul-2012 Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 34
  35. 35. A New Tablet Purchase – Consume market If you plan to purchase a new tablet in the next six months, what device do you plan to buy? Source: Goldman Sachs Research. Israeli consume market: • Strong preference to iOS tablets • Great interest in iPad mini Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 35
  36. 36. Israeli ITOs B2E OS preferences• 2012: Strong preference for Android OS as Israel ITOs: enterprise solutions: What is the best OS for B2E apps development?  Although open OS = better Tremendous  Non jailbroken Apple devices provide much Will iPad vote mini of confidence better protection Change in Microsoft 76% that? by ITOs 1/10 of HD calls compared to Android devices• Great interest in Microsoft 8 tablets 15% 9%  In-house knowhow, Office, reduces the need for MDM Android iOS Microsoft Source: STKI 2013 Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 36
  37. 37. Un-matured Market Clients perspective Providers perspective• Lack of strategic planning: • Mobile solution landscape What are the needs? instability  Consumer /Enterprise app  Mergers and acquisitions  What kind of info we try to expose to customers: access to info/ filling in forms/ location based? • The best approach for develop  Security consideration - MDM mobile apps -depends on the• What is the best approach for developing vendor that’s trying to sell mobile apps: Native vs. Mobile Web vs. Hybrid • Lack of experience and• Which OS should we bring into knowledge consideration: iOS / Android / Windows • Lack of best practices• Lack of internal knowhow and skills guidance  Development, UX• Lack of best practices guidance Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 37
  38. 38. OS and Devices Support ??? New SupportTime 250K units in Israel Stop Support BlackBerry, Nokia Quantity Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 38
  39. 39. IT Involvement in Mobile Projects• A lot of consumer app development projects led by marketing department  Although use of digital media companies with lack of IT knowledge (security) and integration capabilities is a fad trend  Sometimes IT is not involved at all in mobile app decision making (involved only in maintenance stage)• IT has to be more responsive, pay more attention to demand and not make decision based only on MAINTENANCE, COMPLEXITY OR COSTS Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 39
  40. 40. In-house Conflicts IT Mobile department Marketing UX, ease of maintenance,Best UX, app usage Version distribution, bugs repairNative app Mobile development platform Internet department • Web is the main channel • HTML skills in-house • As much reuse and control as possible • Fear of losing budges & control Mobile web - RWD Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 40
  41. 41. Will Websites go away in favor of apps?NO, sometimes people still like to browse Web from mobile devices Web Link Apps Source: Business Insider Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 41
  42. 42. Responsive Web DesignHow responsive is your website? Content, navigation, functionality and design adaptation to the screen and type of every device Should we remove content & functionality from the mobile version? OR Should visitor be able to access the same content, regardless ofwhich device they use to visit the website Starbucks Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 42
  43. 43. Mobile as an extension of Web site• (Multi) Channel centered strategy instead of touchpoint or consumer centered• Scale down web experience and leverage existing digital content and infrastructure is low cost but… MISSING a POINT approach Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 43
  44. 44. Mobile Is Not Just Another Channel Mobile is beyond a smaller version• Sometimes mobile becoming the of a PC-based experience primary digital touch-point between consumers and brands  especially for smartphone owners• Enhance existing offerings and creating new ones• Ongoing, more personal relations with customerSource: Forrester Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 44
  45. 45. Fundamental change of B2E/B2CTablets deployment to field Advanced services (apps) based onworkers in place of customer preferences and locationclipboards, paper, and pen for promotions and coupons Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 45
  46. 46. User eXperience• App development create demand for simplicity by high levels of complexity underneath• UX is much more than a design, it’s a whole new technology• Today 30 to 50% of consumer apps development goes to UX• High demand for UX developers Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 46
  47. 47. If people dont like yourapp, they wont use itIf people cant find theinfo it contains, theyllfail at the task theyneed to performIf people dont trust yourapp, they wont use it foranything Galit Fein’s work/ Copyright@2013 "important” Do not remove source or attribution from any slide, graph or portion of graph 47 Gartner
  48. 48. UX companies in IsraelAMAN Matrix Puzzlehead In alphabetical order RealARTIS Moblin CommerceCognit NESS TZURInkod Netcraft UIMalam YKMKuchi NGSoft Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 48
  49. 49. Applification or Advanced Services• Beginning of the end of the apps!  From stand-alone app to services . Instead of building additional loyalty card, Apple and Google will offer you to provide your service on their platform. The platform itself will be exposed to these additional services  Application Programming Interface (API) - exposing data in existing systems through transforming existing services with modern APIs Source: Mashery Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 49
  50. 50. Open APIs – New Route to Reach Customers• Competitive advantage – it’s all about connecting with customers, suppliers and partners– not just smartphone apps! It’s very difficult to create a set of products that will be right for  Websites everyone.  enterprise apps With an API, you don’t have to  TV apps Being present every time your services are relevant  refrigerator apps in every app your target customer ever uses. Source: Mashery Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 50
  51. 51. Mobility AND API Strategy• Accenture: 54% of WW organizations are developing an API strategy to go hand in hand with their mobility strategy• Mobile apps access to legacy systems• Israeli ITOs are still not there Open APIs Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 51
  52. 52. Consumer Apps Israeli Trends• Main focus on UX – primal tendency to native development  Apple – best experience, heavy users  Android - concern for lack of new version support, lack of compatibility• Everyone knows it is a “must be” situation:  Innovation, prestige, technology capabilities• Business case and ROI is not clear yet  Apps usage is constantly growing Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 52
  53. 53. Consumer Apps Israeli Trends - Continue• Although it hurts UX - most of the Israeli org. are shifting to hybrid development (including existing native apps) due to time, resources and costs UX saving• It’s expensive to have 3 different native data code bases and its very hard to build a new feature and simultaneously release it this way Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 53
  54. 54. How much costs exactly hybrid development saves?• In time perspective – it is possible that there would be no significant cost difference between native and hybrid development  UX importance increasing  Market flooded with new smart devices  Hybrid app saving is not in a development stage  ~20% saving in maintenance Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 54
  55. 55. HTML5 Compromising the UX Saving heavy costs on:  Zero usage  native multi-  Not innovative platforms message development & maintenance How much exactly does it save? FOR  Greater investment for AGAINST each device adjustment  HTML5 will reach the STKI opinion:ClipartOf.com native level of maturity in It doesn’t matter if it costs less or if it’s more convenient 2015  Major market players have to manage. Your clients know what a great app is no interest in supporting it supposed to look like. If you dont give it to them, they will find it somewhere else Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 55
  56. 56. Social Mobile Cloud Employees• Increasing demand for organizational content and core data available anywhere, anytime (24x7)• “Me” economy - IT can’t force employees to use standard corporate device or SW• BYOEveryting: smartphone, Gmail, tablet, DropBox, etc.  Consumerization of IT (CoIT) - One size/ OS doesn’t fit all  Re-think your polices  WEBSITES vs Apps : which, when, with what Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 56
  57. 57. Social Mobile Enterprise? IT Groups Feeds App Updates IT Document Sharing • Increasing business use of Gmail and DropBox Security & Sharing Model • Increasing business use of smart devices at work without any policies Status UpdatesProfiles Source: Saleforce Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 57
  58. 58. B2E App Development Israeli Trends• Main focus – project costs and solution maintenance• High maintenance support due to BYOD trend• Most ITOs believe in:  In near future traditional (desktop) app develop This is the chance for IT will be based on HTML5 and enable reuse to became a hero again! from desktop to mobile  Hybrid development approach STKI opinion: You have to treat enterprise workers the way you treat consumers Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 58
  59. 59. Worldwide: What is your preferred approach for Mobile App Development? Source: KendoUI 2013 Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 59
  60. 60. Israel: What is your preferred approach for Mobile App Development? Consumer apps Enterprise appsHybrid app 49% 63% Mobile develop platform?Native app 28% 77% 22% 71% No No Web app 16% 7% 29% 23%Dont know 7% Yes Yes 8% B2C B2E Source: STKI 2013 Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 60
  61. 61. App Development for Multiple Platforms Native App Hybrid App WEB AppDevelop Platform-specific Native SDKs HTML5 + Native container, “pure” HTML5approach installed on deviceGetting Mobilethe app * Apple can browser cause delays! Windows StoreUX Best experience, the most access Less than native experience UX is not as good as native to underlying device performance and capabilitiesBest for Consumer apps with LBS, daily Apps with a lot of changes in App or data not highly used activity informationAccess todata OFFLINE OFFLINEDevelop & Galit Fein’s work/ Copyright@2013support Do not remove source or attribution from any slide, graph or portion of graphcosts 61
  62. 62. Mobile Development Platform• ITOs began looking for mobile develop. platforms in order to prevent twice the workload on UI, maintenance and every change or add-ons• In such a dynamic ever-changing reality there is something comforting and familiar in a physical productBuild mobile app business logic once and…• develop native, web or hybrid app• deploy multi platform (iOS, Android, Windows)• on every device (smartphone, tablet, desktop) Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 62
  63. 63. Open Source Platforms• Low cost:  Only 20% of the cost of commercial mobile dev. tools• Meeting most of the requirements, having also vast Israel market is still missing out on OS! range of complementary products: Lack of Israeli-  GPS, camera, push notification support, etc. supported, commercial OS options• Better adjustment to customers architecture Lists of OS players: www.ohloh.net  Not proprietary code www.osalt.com• Up-to-date support to every change in dynamic market Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 63
  64. 64. Mobile Enterprise (B2E) Platforms - Positioning of the Israeli Market SAP Matrix Worldwide Leader Enterprise Local Support IdeoMobile PhoneGap Magic Applicat Mobideo Netalizer Vendors to Watch: • Kony • Syclo • HP Anywhere • TIBCO Silver® Mobile Market Presence Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 64
  65. 65. Mobile B2C App Development Platforms - Positioning of the Israeli Market Matrix Matrix SAP Mobile IBM Worldwide Leader (WorkLight) SAP Platform (Sybase ) Enterprise Local Support IdeoMobile PhoneGap Applicat Magic Netalizer Vendors to Watch: (MEAP) Magic Mobideo • Kony • M2Active • mConnect Market Presence Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 65
  66. 66. Mobile Apps Development - Services Israeli Player DevelopmentEWave MaccabiGini-Apps Ynet-iPhone app, Ynet HD, Pango+, WinWin, Mapa, Beepit Bank Leumi - trade, Bank Discount, Pelephone, TNT, Wozzon, BIS; 2012 – FIBI, CallVU, SellARing,NGSoft Government ministries, Paradox Bank Leumi –augmented reality, MAKO, Clal, Bituach Yashir, Harel, Cellcom, VocalWall; 2012 - MenoraReal Commerce Mivtachim, Excellence, leumi Card, Haifa Univ, BGUONE1Mobile Scop Visa CAL, Schestowich 106, FSM SaaS – IEC, Paz, municipalitiesMalam-Team Bituach Yashir Cellular media content distribution system, Bookkid, RedmatchExperisMoblin Gillette, Avis, FiBi, Yellow, Leffe, Lexus, Loto, UMI Certified, SugatTaldor (3base) Clarizen, OzvisionPoketLink Coca Cola, 3M,Muller, DoveYKM Isracard and Merk 66
  67. 67. Mobile Platforms – Partial list 1 Developer/ ImpleProduct Name and Represen Product Clients New Clients mentorProvider tative DescriptionTouch Point (Matrix) Develop Platform for Bezeq, HOT, Ort, Danshir, IAA, Ma’ariv, Mifal Clalit Mushlam, Matrix mobile Hapais, Bank Hapoalim, Police, Clalit, El-Al, Tel-Aviv Municip, solutions Strauss, Shabas, Life Compass Psagot, IDF, Bank Netwise - Mivtach Simon, Migdal, Nana 10, Mizrachi, Prime GOV.IL, Isracard, Open University, Osem, Ministry Office, Caesar Stone Gov.ilSAP Mobile Platform Vendor Mobile Mekorot Bazan, Nilit, NessEnterprise (Sybase + Enterprise Israeli Ports, HPSyclo ) apps Technion, IEC Exact Platform*2014 ONE1SAP Mobile Platformon-premiseSAP Mobile Platform Mobile IECConsumer banking and Payments 67
  68. 68. Mobile Platforms – Partial list 2Product Developer/ Clients New Clients Imple Represen ProductName and mentor tative DescriptionProviderWorkLight(IBM) Mobile Supersal, Phoenix RealCommerce Vendor App ONE1, ELAD, platform MatrixApplicat Develop Platform Meuhedet, Haifa University, UPS, Visonic, banks AppliCatMobile for mobile World Zionist org. and morePlatform™ solutions(AppliCat)Mobile App Develop Mobile Bank Hapoalim, Discount, CheckPoint, Hadasa IdeoMobileplatform App Maccabi, Leumi Card(IdeoMobile) platform Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 68
  69. 69. Mobile Platforms – Partial list 3 Developer/ ImpleIsraeli Player Product Name Represen Product Clients mentor tative DescriptionNetalizer Develop Interactive Netalizer Messaging System (Mobile SaaS) Develop Mobile Gazpacho Reporting & (Mobile SaaS) Mission for field Force El Ad Develop El Ad 4Singles. iWater, Min. of Transportation, Intel Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 69
  70. 70. Mobile Platforms – Partial list 4 Developer/ Clients Implementor ProductProduct Name Represen tative DescriptionSyclo Represen Mobile develop. B2EHP Anywhere tative app Platform HPKony Represen Mobile develop. app Platform HP, Malam-Team tativeMetissimo Represen tative Mobile develop. app Platform Software AGMagic xpa Vendor Mobile develop. app Magic, Tirosh, Afek PlatformmConnect (Infosys) Represen Mobile banking and tative Payments TaldorTIBCO Silver® Mobile Represen Mobile Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any tative development B2E Yael slide, graph or portion of graph app platform 70
  71. 71. List of Open Source Mobile Application Framework QS Mobile App Web site QS Mobile App Web site Framework FrameworkOpen mobile IS www.openmobileis.org jQuery jqtjs.comPhoneGap phonegap.com Jo HTML5 mobile app joapp.comPhoneGap phonegap.com/tool ZK www.zkoss.orgComplementary Solutions www.motorola.com/Business/US- www.sencha.comRhodes Mobile EN/Business+Product+and+Service Sencha s/Software+and+Applications/Rho Mobile+SuiteAppcelerator www.appcelerator.com iPhone, Android FrameworkiPFaces www.ipfaces.org Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any Source: http://www.tobacamp.com/articles/list-of-best-open-source-mobile-application-framework/ slide, graph or portion of graph 71
  72. 72. Social ,mobile enterprisedata center Office of the CIO Trends
  73. 73. What about IT? Same Old Struggles 100’s of vendors Demands are increasing 1000’s of agreementsBudgets aredecreasing s of IT components 100’s of IT clients areprofessionals angry!!! Except this one Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 73
  74. 74. Clients’ dissatisfaction with IT• IT budgets are reduced regardless of organizational economic state• Demand for involvement in technology decision making and cost transparency• Low usage in existing systems and complaints Demand for IT support: regarding bad experience ⁻ mobility apps• Independent development units in LOBs – ⁻ new end-user devices mobile, BI, etc. ⁻ new customer-facing systems ⁻ social business and collaboration tools Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 74
  75. 75. Experience (ME) Economy Fasten your seatbelts, We’re switching between erasIT monopoly era “Me” economySolutions dictated by IT Solutions that are ideal for Me! Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 75
  76. 76. Traditional ITLOB LOB LOB Enterprise CIO Procurement OCIO IT ProcurementSoftware Development IT Infrastructure VP tech’s “right hand” Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 76
  77. 77. New Boss of ITMeet the new boss of IT – internal customers who pay Who’s responsible for IT budget? Line of Businesses Only IT 15% Only LOBs 5% IT with LOBs 80% Source: STKI 2013 Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 77
  78. 78. Traditional IT is bound to Change Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 78
  79. 79. IT Organization 2013Line of Businesses Pay per Use Software House OCIOEnterprise Procurement IT Delivery Services Managed Services Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 79
  80. 80. CIO must become VP Tech Consultant• Just like CFO or HR VP Users• Support business changes develop their own systems• Define technology innovation• Sale IT products and services CIO that working• Lead business in an increasingly hard on ongoing technological future with vision & Users cannot support CIO get what becomes strategic mindset they need from the CIO irrelevant Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 80
  81. 81. New CIO/ VP Tech responsibilities: Strategic Enterprise IT technology/ Delivery & consulting digital solutions ongoing support• innovation strategy • definition (Infra +Apps)• improvement • new business • sales • cloud computing models • Implementation • managed services • technology • IT chargeback solutions Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 81
  82. 82. Before After• Spend time worrying about • Help users derive business who controls the data value from it• Focus on what you do • Focus on business outcome• Demand management • Demand creation • Help define the company’s• Align IT to the business vision and values Galit Fein’s work/ Copyright@2013 s Do not remove source or attribution from any slide, graph or portion of graph Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any 82 slide, graph or portion of graph
  83. 83. OCIO Responsibilities• IT strategy• BRM (CEM)• PPM – prioritization, PMO, SOW, implementation• IT budget mngt• Quality Assurance• Measurement, control and reporting:  IT solutions usage  Ongoing support• Sourcing decisions  Managed services  Cloud computing• Vendor mngt From gatekeeper to conductor  Contracts, agreements, SLAs• IT chargeback Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 83
  84. 84. OCIO Staffing Ratio• Average size of Israeli OTC department: 3-7 • ~3 % of IT staff (between 0.5% - 10%!) • Compared to ~7-14.6% in global orgs OCIO department has doubled itself in recent years Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 84
  85. 85. OCIO and LOBs• CIO’s execution arm• Formal definition of SOW• Menu of IT solutions, bill of materials, and SLAs• IT technology sales management:  Synchronizing between what clients want and IT delivery can provide  Negotiation, advocacy, prioritization Customer Experience  Management and control of delivery services - QA Office• Keep deals going and maintaining customer satisfaction Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 85
  86. 86. But what exactly is IT going to sell?• Flexible IT service catalog with different service levels at market competitive costs:  It’s not about making money – keep price close to actual cost: labor, maintenance, procurement, etc.  Variety of tools available for determining the market rate  Sometimes is impossible to do full "apples to apples" comparison  However, this will force IT to justify higher-cost systems and applications Very unlikely to get service catalog exactly right for the first time Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 86
  87. 87. Open the “box”• “Black box" IT may struggle to compete with free market competition• Only by understanding the cost components of each IT service :  Better cost management  Clear picture for business decision-makers of how their actions affect IT costs and of how IT brings value to the business Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 87
  88. 88. IT Chargeback is Not a New Idea – Cost Transparency Is• Cloud computing effect:  Clear price list  Predictable billing  Pay only per use Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 88
  89. 89. Business Demand for IT Chargeback is Already HERE NOT IT time & NO more Chargeback costs allocation to all inclusive IT! connected to actualinternal customers! consumption Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 89
  90. 90. Chargeback is important also for IT• Investigate exceptionally expensive tools  Which apps cost more than the value they create? Consume more - pay more• If business decision-makers will have a clear picture of how their actions affect IT costs and of the value IT brings to them – IT won’t deal anymore with budget cuts! How far do you want to go?? Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 90
  91. 91. IT Chargeback Challenges• What are the correct parameters for shared services pricing and measurement (email, infrastructure, storage, backups, etc.)  Number of users  Usage  Critical service  Importance of LOB• A perspective gap between the needs of one department and what’s right for the organization as a whole:  Short term project or purchase decisions can be ineffective in organizational perspective Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 91
  92. 92. IT Chargeback Trends• Despite its importance, there is still no actual chargeback in Israel• Best in class ITOs are just at the beginning of showing back expenses:  Business gained sense of true partnership  LOB received opportunity to provide feedback  War on budgets ends Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 92
  93. 93. IT Financial Management Solution Vendors in Israel• Emerging solutions that pull data from Aternity various systems into a single repository BMC Forecasting CA Budgeting HP Benchmarking IBM Statements producing that show IT Neebula consumers how much they are being SAS charged for IT services and why ServiceNow In alphabetical order VMware Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 93
  94. 94. IT Measurement• Managing IT as a black box allows IT to be unmeasured according to business KPIs - the only (!) department among all LOBs• Last year ITOs started arranging this persistent untreated area• IT measurement & control – translate technical metric into credible measures of value to make informed decisions How effective is my IT? Need to show economic feasibility Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 94
  95. 95. IT Performance KPIs •Staffing ratiosManpower efficiency •Direct: Increase in productivityOperational efficiency •Indirect: saving in physical space, equipment, workstations, storage, paper, mail, overhead, etc. •ROI or financial benefits from the new system or functionality to revenues growthFinance •Quality, subjective KPI that often doesnt reflect the reality, but gives understanding of the perceived value of ITCustomer satisfaction Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 95
  96. 96. IT Performance KPIs Examples •BenchmarksManpower efficiency •Service Desk Efficiency •IT Systems usage analysisOperational efficiency •Systems down-time •IT Spending as % of Revenue •Capex VS OpexFinance •IT Capital/ Operational Budget Change from Last Year •Personnel as % of IT Operational Spending •User satisfaction surveys •% of IT services delivered according to SLAsCustomer satisfaction •Projects delivered on time/ budget/ clients expectations Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 96
  97. 97. Communicate the value your create• It’s a good thing to create value for your business  Share the good news with all IT’s key stakeholders  IT Newspaper Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 97
  98. 98. OCIO and Procurement• Bill of materials: HW, SW, services OCIO• IT contract shouldnt be treated only from legal or procurement perspective!  If price is the only differentiator – vendor is a commodity with short-term relationship Enterprise Procurement• Precise definition of SOW  How risky is the project/ procurement?  Does the period of contract exceed 18 months? Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 98
  99. 99. Vendor ManagementHundreds of vendors:• Everyone makes a profit V1• Enormous cost of selling +  every tender – 5% of project V1 x X% - integrations < V2 +• Management attention: V3  800 vendors x 15 min = 1.5 month Galit Fein’s work/ Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 99

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