Office of the CIO
      2009
 Your Text here                                                                              ...
Agenda

1
    IT Trends 2009
2   IT Budget Mngt

3   Officehere the CIO/ ITAM
              of
    Your Text              ...
STKI Israeli Positioning
                  • Not a technological positioning, refers only to Israeli market
              ...
General
IT in Aggressive Cost-Cutting Times                                                                               ...
General
IT in Aggressive Cost-Cutting Times                                                                               ...
General
    Actions taken to cut IT costs                                                                                 ...
Top IT’s Priorities for 2009                                                                                           Gen...
Technologies Maturity Model                                                                                               ...
IT Budget
IT in Aggressive Cost-Cutting Times                                                                             ...
IT Budget
  IT Budget Reduction                                                                                           ...
IT Budget
Capex - Capital Expenditure                                                                                     ...
IT Budget
  What is Capex ?                                                                                               ...
IT Budget
   Zero-Based Budgeting                                                                                         ...
IT Budget
  History Based Budgeting                                                                                       ...
IT Budget
 Non-Discretionary Costs                                                                                        ...
IT Budget
  “Hidden” IT costs                                                                                             ...
Trade non-discretionary costs                                                                                             ...
Non-Discretionary vs. Discretionary                                                                                       ...
How to Increase                                                                                              IT Budget
   ...
Office of
IT in Aggressive Cost-Cutting Times                                                                             ...
Office of
   Taking Advantage of a Downturn                                                                               ...
Top IT’s Priorities for 2009                                                                                        Office...
Office of
  IT Organization Today:                                                                                        ...
Office of
  IT Organization Today:                                                                                        ...
Office of
  IT Transformation                                                                                             ...
Office of
 IT Transformation through ITG                                                                                  ...
Office of
 Business Partnership Office                                                                                    ...
Office of
 Location of Business Referents                                                                                 ...
Office of
   Business Relationship Management                                                                             ...
Office of
Business Innovation: Changing the Game                                                                          ...
What is your IT organization's role                                                                                    Off...
Office of the CIO                                                                                                         ...
Office of
   Office of the CIO under New Constraints                                                                      ...
Office of
  Not ROI but Payback Period                                                                                    ...
Office of
  OTC/ PMO Staffing Ratio                                                                                       ...
Office of
   OTC/ PMO positions                                                                                           ...
Office of
 Demand Management                                                                                              ...
Office of
Automized Demand Management                                                                                     ...
Office of
    Prioritization Process                                                                                      ...
Project Evaluation                                                                                                        ...
Office of
  Holistic View - Portfolio Evaluation Matrix                                                                   ...
Office of
   General Welfare                                                                                              ...
Office of
  Resource Allocation & Mngt                                                                                    ...
Office of
  IT Portfolio Review                                                                                           ...
Office of
Real Time Projects’ Dashboard                                                                                   ...
Office of
CIO’s Dashboard                                                                                                 ...
Office of
ITG/ PPM Tools                                                                                                  ...
ITG/ PPM Tools                                                                                                            ...
ITG/ PPM Tools                                                                                                            ...
Office of
ITG/ PPM- Positioning of the Israeli Market                                                                     ...
Project Mngt - Positioning of the                                                                                         ...
PPM Tools & Integrators in Israel                                                                                         ...
PPM Tools & Integrators in Israel                                                                                         ...
ITG/ PPM Israeli Consultants                                                                                              ...
Another opinion – not all is Bleak!                                                                                       ...
Office of
   Conclusions                                                                                                  ...
IT in Aggressive Cost-Cutting Times                                                                                       ...
IT Asset Management                                                                                                       ...
If you don’t know – then…                                                                                                 ...
Application Portfolio Mngt                                                                                                ...
Software Licenses Mngt                                                                                                    ...
SW Licensing Models & Pricing Metrics                                                                                     ...
Strengths & Weaknesses                                                                                                    ...
Strengths & Weaknesses                                                                                                    ...
IT Application Portfolio Mngt                                                                                            I...
IT Application Portfolio Mngt Tools                                                                                       ...
Service
 Service Desk                                                                                                     ...
Service
   Israeli Trends of Service Desk                                                                                 ...
Different solutions for lack of HD staff                                                                                  ...
Service
  HD Staffing Ratio                                                                                               ...
HD Israeli Benchmarks                                                                                                     ...
Service
   Trends of Service Desk Tools                                                                                   ...
Vendors Trends of                                                                                       Service
          ...
IT Service Desk –                                                                                                         ...
IT Service Desk Tools                                                                                                     ...
Service
IT Help Desk Modules from CRM packages                                                                            ...
Sourcing
IT in Aggressive Cost-Cutting Times                                                                              ...
Sourcing
Cost Cutting Outsourcing                                                                                         ...
What are the most important management                                                                                    ...
Sourcing
   Typical Benefits from Outsourcing                                                                             ...
Sourcing
   Typical Costs & Risks                                                                                         ...
What kinds of work are you currently                                                                                      ...
For what reasons have you considered                                                                                      ...
Sourcing
  Global Trends of Outsourcing                                                                                   ...
Sourcing
  Global Trends of Outsourcing                                                                                   ...
Sourcing
  Crowdsourcing                                                                                                  ...
Sourcing
   Advantages of Crowdsourcing                                                                                   ...
Sourcing
   Disadvantages of Crowdsourcing                                                                                ...
Sourcing
   Israeli Trends of Outsourcing                                                                                 ...
Sourcing
Israeli Trends of Outsourcing                                                                                    ...
IT Governance/Office of the CIO Trends Stki Summit 2009
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IT Governance/Office of the CIO Trends Stki Summit 2009

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IT Governance / Office of the CIO Trends from STKI Summit 2009, The presentation from STKI annual conference regarding IT trends 2009

IT Governance/Office of the CIO Trends Stki Summit 2009

  1. 1. Office of the CIO 2009 Your Text here Your Text here Galit Fein VP & Senior Analyst Office of the CIO Strategies Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 1
  2. 2. Agenda 1 IT Trends 2009 2 IT Budget Mngt 3 Officehere the CIO/ ITAM of Your Text Your Text here 4 Sourcing/ Cloud Computing 5 Conclusion Enterprise Risk Mngt 6 Mobile/ Social Networks Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 2
  3. 3. STKI Israeli Positioning • Not a technological positioning, refers only to Israeli market • Focused on enterprise market (not SMB) Vendor A • Not an STKI recommendation  Market Presence (X) Vendor B  Market share - existing and new sales (more emphasis) Local Support  Mind share (how user organizations rate vendors) Your Text here Your Text here Worldwide  Local Support (Y) – is influenced by (X) 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 Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 3
  4. 4. General IT in Aggressive Cost-Cutting Times Trends IT Market decreasing -12.53% Capex Crisis IT budget mngt IT Budget cuts Need for better IT Your Text here Your Text here Increased focus investments Office of the CIO on ITG optimization Shift to IT Asset Mngt Technology budget discretionary is mostly non- Sourcing Models cost basis when discretionary Cloud Computing possible Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 4
  5. 5. General IT in Aggressive Cost-Cutting Times Trends Financial crisis forced better Increased spend Enterprise Risk regulations & risk on IT risk mngt Mngt mngt Complex IT environment Your Text here Set standards, Your Text here best practices & ITIL, CobiT, ISO requires heavy methodologies support New business Mobile Innovation models Web 2.0 Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 5
  6. 6. General Actions taken to cut IT costs Trends Jan- Restrict IT travel expenses Freeze IT hiring Postpone discretionary IT projects Your Text here Your Text here Renegotiate IT vendor contracts Freeze or cancel IT capital spending Reduce spending on IT staff training Reduce IT headcount Source: CIO IT Budget & Staffing Survey Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 6
  7. 7. Top IT’s Priorities for 2009 General Trends in Israel Consolidation of IT infrastructure Renegotiation of contract Selection of IT investments based on ROI Your Text here Your Text here Business Intelligence Requirement and Portfolio management Improvement of IT security and compliance Automation and outsourcing testing Source: STKI Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 7
  8. 8. Technologies Maturity Model General 2009 Trends Business Value Investment Web Mobile 2.0 for CEM to make money Mobile 4 Cut internal needs PPM OTC IT Project costs, Increase Pure productivity Project Resource Demand mng Asset Business mng mngt Project Your Text here mngt Your Text here Commodity IT Help Size of figure = complexity/ Services Desk cost of project Investment SOX for regulations for IT Using Implementing Looking Market Maturity Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 8
  9. 9. IT Budget IT in Aggressive Cost-Cutting Times mngt Your Text here Your Text here IT Budget Cuts Capex crisis IT budget mngt Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 9
  10. 10. IT Budget IT Budget Reduction mngt Capex Crisis - cash flow is the KING Move from Capex/Opex to Zero-based budgeting Your Text here Your Text here Trade non-discretionary costs for discretionary costs Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 10
  11. 11. IT Budget Capex - Capital Expenditure mngt Allowed company to increase their profit in the yearly report by Your Text here Your Text here to depreciating the investment over several years Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 11
  12. 12. IT Budget What is Capex ? mngt Company„s physical assets: Your Text here Your Text here Capex can include everything from repairing a roof to building a brand new factory Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 12
  13. 13. IT Budget Zero-Based Budgeting mngt Bottom Up Budgeting - justification of all expenses must be done every year Every function within an organization is its needs & costs Your Text here Your Text here analyzed for Zero-Based Budgeting is built based on what is needed for the upcoming period Instead of Top Down Budgeting Definition: Investopedia Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 13
  14. 14. IT Budget History Based Budgeting mngt Establishing budget targets in percentage increments/reduction: “next year 10% less!” Your Text here Your Text here Allocates resources based on allocations from the previous period Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 14
  15. 15. IT Budget Non-Discretionary Costs mngt IT budget with previous commitment & no flexibility Your Text here Your Text here Current high non-discretionary costs prevent business agility Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 15
  16. 16. IT Budget “Hidden” IT costs mngt Expenses assigned before the budget year: • People cost (internal staff) • Professional services based on annually contracts Your Text here Your Text here • HW & SW maintenance (annual app maintenance fees) • Data Storage, Networks, Mandatory & ―must‖ projects Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 16
  17. 17. Trade non-discretionary costs IT Budget mngt for discretionary costs Discretionary Non-discretionary Your Text here Your Text here Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 17
  18. 18. Non-Discretionary vs. Discretionary IT Budget mngt What % of your total budget is devoted to Non-discretionary items (infra, support & maintenance) or Discretionary items (new capabilities)? Unsure 4% Your Text here Your Text here Discretionary spends 36% Non-Discretionary spends 60% 0% 10% 20% 30% 40% 50% 60% 70% Source: CIO magazine quot;the State of the CIOquot; online survey 2008 Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 18
  19. 19. How to Increase IT Budget mngt Discretionary Budget? ITG IT asset IT management procurement • Office of the • Software • Sourcing models CIO Text here Your Your Text here • Prof. services • Agility licenses • Cloud computing • Portfolio mngt Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 19
  20. 20. Office of IT in Aggressive Cost-Cutting Times the CIO IT Your Text here investments Increased focus Your Text here Office of the CIO optimization on ITG Upcoming STKI Round Table on Office of the CIO: 10/06/2009 Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 20
  21. 21. Office of Taking Advantage of a Downturn the CIO Reduced IT spending: Maintenance mode:  Financial crisis has  IT new project/ increased the attention to technology on hold IT costs mngt  Extracting value from Your Text here Your Text here  IT can‟t afford bad existing investments decisions Increased focus on Office of the CIO Need for better PPM Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 21
  22. 22. Top IT’s Priorities for 2009 Office of in Israel the CIO Consolidation of IT infrastructure Contract renegotiations Improving the ROI of IT investments Your Text here Your Text here Business Intelligence Requirement and Portfolio management Improving IT security and compliance Automating and outsourcing testing Source: STKI Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 22
  23. 23. Office of IT Organization Today: the CIO ITO directly affects on every business aspect Highly embedded for the organization success: • Increasing complexity of org. products/ services Your Text here Your Text here • Multi-channel customer interaction Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 23
  24. 24. Office of IT Organization Today: the CIO Hundreds of employees, external contractors Technology abundance & complexity Hundreds of projects, requirements, contracts Your Text here Your Text here Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 24
  25. 25. Office of IT Transformation the CIO Internal External Internal Service Service focused IT Provider Provider Your Text here Your Text here •Available & accurate info •Align IT to business •Align IT to customers •IT maintenance •Best solution for •Business partner •IT staff mngt business needs •Business innovator •HW availability &uptime •IT portfolio mngt of engine •Technical support LOBs demands •Transformation initiator Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 25
  26. 26. Office of IT Transformation through ITG the CIO OTC To Strategic conference table From Text here Your Your Text here Data Center room Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 26
  27. 27. Office of Business Partnership Office the CIO What is it? Your Text here Your Text here What is it not? Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 27
  28. 28. Office of Location of Business Referents the CIO LOB LOB LOB International Trends: • BRM is not part of the IT BRM • BR manager – business skills with understanding of IT IT Your Text here Your Text here IT Israeli Trends: • BRM is part of the IT - OTC: Office of the CIO  Political issue PMO, QA, KPIs, CSO • OTC manager – IT manager with understanding of business Infra Develop. Operation Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 28
  29. 29. Office of Business Relationship Management the CIO Partnership between business & IT/2way communication BRM vs. traditional account management Business innovator engine Business processes transformation initiator Text here Your Text here Your BRM becoming the IT most important office, but Only with CEOs recognition of IT contribution to business innovation & competitive advantage Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 29
  30. 30. Office of Business Innovation: Changing the Game the CIO Leveraging technology to create new ways of engaging the customer Your Text here Your Text here Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 30
  31. 31. What is your IT organization's role Office of in business innovation the CIO Your Text here Your Text here Source: Cutter Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 31
  32. 32. Office of the CIO Office of the CIO Israeli Trends Advanced - ITG  Innovation P  Strategic alignment B  Business value / IT cost optimization B  Demand / prioritization & mngt B You’re Here  ResourceText here Your allocation & mngt B Your Text here  Increasing PMO efficiency B Basic - EPM We all do it to certain extent, but “What got you here, won’t get you there.” Marshall Goldsmith Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 32
  33. 33. Office of Office of the CIO under New Constraints the CIO  Increase IT business value through IT cost optimization  Rebalance the IT portfolio to Increase Revenue, Reduce Costs, Manage Risk, with minor investments for Growing Your Text here Your Text here Revenue & Avoiding Future Costs  Invest where others can‟t to create competitive gaps  Target discretionary funds for maximum ROI Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 33
  34. 34. Office of Not ROI but Payback Period the CIO Payback period - how quickly investments are repaid? Shorter payback period : • Quick free cash for other investments Your Text here Your Text here • Lower risk - new future regulations, new software, new business requirements Org. will require shorter payback period Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 34
  35. 35. Office of OTC/ PMO Staffing Ratio the CIO  Average size of Israeli OTC/ PMO department: 3-5 • ~2% of IT department (between 0.5% - 4%*) • Compared to ~5-8% in global orgs Text here Your Text here Your * in large enterprises, varies according to the maturity of IT Governance in the organization Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 35
  36. 36. Office of OTC/ PMO positions the CIO  IT Plan Development  Methodology & standardization  Demand mngt  Budget mngt Your Text here Your Text here  Resource allocation  Supportive tools  Post-implementation audits (accompany the implementation, ensure successful system-use)  Continuous improvement Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 36
  37. 37. Office of Demand Management the CIO Initialization process • Alignment to business LOB strategic goal Your Text here • Pre-agreed categories set Your Text here OTC Business • Business Priority • Risk (new tech, # of LOBs PMO Referent involvement ) • ROI/ NPV • IT Evaluation • Approval Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 37
  38. 38. Office of Automized Demand Management the CIO Initialization process •Alignment to business strategic goal LOB •Pre-agreed categories set OTC Business Your Text here Your Text here •Risk (new tech, nu PMO Referent of LOBs involvement ) •Anything that helps accurate evaluation Source: CA PPM Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 38
  39. 39. Office of Prioritization Process the CIO Small requests IT Plan Small requests Large Projects Prioritization done By OTC/ BRM, because they know the strategy Strategic, tactical, regulatory of the business Large Projects Your Text here Your Text here Categorization of Projects’ Set in Israeli ITOs:  Per Cost (< $50K)  Per Time (more than 10 working days; 1 man - month)  Many to many – cross involvement  CEO’s approval Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 39
  40. 40. Project Evaluation Office of the CIO Israeli Trends  Projects evaluation is based on previous experience only: • No methodology or pricing model!  Top Down budgeting allocation: Your Text here Your Text here • Price tag remains the same during the projects‟ lifecycle  PMOs don‟t use Service Catalog: • Requirements variety Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 40
  41. 41. Office of Holistic View - Portfolio Evaluation Matrix the CIO Projects’ Size, Risk & Value 5 The preferred project 4 3 ROI/ Your Text here Your Text here Payback The size of each 2 bubble is proportional to risk/ IT complexity 1 1 2 3 4 5 Business prioritization/ Strategic alignment Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 41
  42. 42. Office of General Welfare the CIO Best interests – Org. holistic view vs. LOB Each requirement is examined by its contribution to the org. Contribution is not necessarily financial: • Innovation Your Text here Your Text here • Branding Total cost of ownership (TCO) – training, infrastructure Requirements integration Integrated Project Project Project/ X Y New infra product Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 42
  43. 43. Office of Resource Allocation & Mngt the CIO One DB for resource mngt Transparency Planning based on Your Text here Your Text here actual data IT Planning vs. Execution Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 43
  44. 44. Office of IT Portfolio Review the CIO Current situation: • Annual / quarterly steering committee Your Text here Your Text here There is no regularly automation review of IT investments • Transparency, unify platform for open discussion Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 44
  45. 45. Office of Real Time Projects’ Dashboard the CIO Client On On Scope Project # Satisfaction Risk Budget On Time Total Quality Gates 25 140 Your Text here Your Text here 32 2 89 Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 45
  46. 46. Office of CIO’s Dashboard the CIO Your Text here Your Text here Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 46
  47. 47. Office of ITG/ PPM Tools the CIO Demand mngt Portfolio Reporting mngt Your Text here Your Text here IT process Project mngt mngt Resource Financial mngt mngt Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 47
  48. 48. ITG/ PPM Tools Office of the CIO Israeli Trends  PPM tools are not up-to-date, because of limited budget ITOs choose in-house developments  Many ITOs are looking for PPM tools as a cure-all for their Your Text here Your Text here problem of governance  PPM solution implementation brings to same language between business & IT, & also the actual tool shows to the CEO the IT‟s contribution Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 48
  49. 49. ITG/ PPM Tools Office of the CIO Israeli Trends  Most ITOs don‟t implement the complete ITG/ PPM solution  Prefer to acquire only the missing PPM modules: • Demand mngt • Portfolio mngt Manage thehere Your Text other modules by existing solutions, as: Your Text here • Project mngt – MS Project, PS Next, etc • Financial mngt – ERP, etc • Resource mngt – SP, MS Project, In-house tools, etc • IT process mngt • Reporting Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 49
  50. 50. Office of ITG/ PPM- Positioning of the Israeli Market the CIO Vendors to Watch: Compuware IBM Worldwide Leader CA Enterprise Local Support Local Solution Your Text here HP Your Text here Mid-Tier Microsoft MSP PS Next This analysis should be used with its supporting documents Market Presence Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 50
  51. 51. Project Mngt - Positioning of the Office of the CIO Israeli Market Vendors to Watch: Compuware IBM Microsoft Enterprise Local Support CA Existing Israeli experience in Your Text here Your Text here project mng PS Next Worldwide HP Leader Primavera This analysis should be used with its supporting documents Market Presence Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 51
  52. 52. PPM Tools & Integrators in Israel Office of the CIO PPM Clients New Clients Integrators on-Demand 08‟ Clarity (CA) V Ministry of Leumi Card CA, Proceed Tourism, Clalit, SanDisk PPM (HP) V Partner, Mataf HP, Taldor Motorola(Global), Your Text here Your Text here Compuware Jacada (Global), Matrix Changepoint Retalix (Global) (Matrix) BAW,EPM, RA IBM M, RD Composer (IBM) Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 52
  53. 53. PPM Tools & Integrators in Israel Office of the CIO PPM Clients New Clients 08‟ Integrators on-Demand MSP V Menora IAI, Tel-Aviv Municipality MSP CIO Dashboard: Random Logic, Ayalon-ins, IDF PS Next (Xioma) V Bank Discount, Menora, Teva Visa Cal Xioma, Signifer, Tefen Non IT clients: BVR, Nova, Non IT: Leadcom Networks BigBand, Evogene Your Text here Hazera Genetics Your Text here PPS (Microsoft) Malan Matan, Orantech EPM (Microsoft) M-system, Leumit, IAI, IAA, Matan: Alvarion, IAA, Better Matan, Orantech, Lotem, Bezeq, Mekorot, Tel Place, Tnuva, Random Aviv Municip, Orbotech, Bank Logic; Orantech: Teva, Neway, PZ Leumi, Coca-Cola, Nice, Ceragon, Logic, AD Gency Projects, Strauss-Elite Sol gel Rocar Playtech; Proceed, Tefen KAKAL, MODU, Kodak, RAD Proceed: Malam Primavera Mercava, IDF Aviv (Being acquired by Oracle) Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 53
  54. 54. ITG/ PPM Israeli Consultants Office of the CIO Partial List (alphabetical)  Ben-Arzi Hezi  Neway (Microsoft representative)  Bi-pro Orantech (Microsoft  Bit Plus representative)  Parush Zvi  Dagan Avi  Harel Arnon here Your Text Proceed Text here Your (CA & Microsoft tools representative) Matan (Microsoft tools PZ Projects (Microsoft representative) representative)  Ron Gabi Mateor  Sibam Methoda Strauss Avner  MSP (MSP tools representative)  Tefen (Microsoft representative) Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 54
  55. 55. Another opinion – not all is Bleak! Office of the CIO ITG is mostly suitable for large enterprises There is great sense of control in SMBs Expensive technology & methodology that require Your Text here Your Text here additional resources would bring the desired transparency which will also lead to interventions & high evolvement in IT budgets Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 55
  56. 56. Office of Conclusions the CIO  OTC raises IT from a cost center to a business value center  OTC shifts the discussion from bits & bytes to resource investment vs. business value  Value-focused IT spending Your Text here Your Text here  PPM tools are second preference – the real change to the org. will bring governance procedures & right methodology Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 56
  57. 57. IT in Aggressive Cost-Cutting Times ITAM Shift to IT Asset Mngt Technology budget Your Text here Your Text here discretionary is mostly non- Sourcing Models cost basis when discretionary Cloud Computing possible Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 57
  58. 58. IT Asset Management ITAM Some IT assets are still being managed like this Your Text here Your Text here Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 58
  59. 59. If you don’t know – then… ITAM  If you don't know what you have, you don't know anything • Accurate inventory of IT assets (HW & SW) • Business value • Operating status Your Text here Your Text here  If you don't know where it is, you don't have it • Identification of each asset & its geographical location  If you don't know the cost, you don't know anything • Licensing agreements management • Avoiding financial penalties Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 59
  60. 60. Application Portfolio Mngt ITAM Israeli Trends Contracts & leases management – complex & costly The search for more sophisticated tools Multiple purchasing options Maintenance renewals for SW – automatically renewals Your Text here Your Text here Most organizations negotiate vendors with lack of any processes or tools Good contract is not about getting a good price – it’s about assuring value! Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 60
  61. 61. Software Licenses Mngt ITAM  Cost savings: • Re-use your licenses by monitoring actual usage  SW contracts review: • Licensing terms, total nu of licenses, costs to the org.  InventoryText here desktops & what is installed on each Your of all Your Text here  Monitor the actual demand for SW licenses: • Overpayment for licenses that aren't being used (result of volume discount) • Apps have been abandoned, but the vendor is still receiving licensing revenue / Zombie SW programs Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 61
  62. 62. SW Licensing Models & Pricing Metrics ITAM Perpetual license: • Perpetuity product usage (within the boundaries defined in the agreement) Subscription license: Your Text here Your Text here • Limited period of time for which usage rights are granted (typically 1 to 5 years) Suppliers moving toward the subscription license model due to economic downturn Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 62
  63. 63. Strengths & Weaknesses ITAM The Customer's Perspective Delivery Strengths Weaknesses When to Choose Model Perpetual •Lowest 5 year license fees •Premature •No requirement to •Lowest cost of negotiation retirement results achieve lowest initial •Greatest control of license in high sunk costs cash outlay agreement •Longer & more •Commitment to the •Financing that can reduce amount of initial cash outlay complex product for a minimum •Possibility of continued use of negotiation of 5 years Your Text here Your Text here product without maintenance if product has significantly matured Subscrip. •Lowest initial cost - faster approval •Higher license fee & •Requirement for lowest Based •Predictability of annual license & negotiation costs over initial cash outlay maintenance costs a 5-year cost of •Benefits beyond initial •Avoids the extensive requirements ownership cash outlay are important for capital expenditure approvals •SW must be to the organization •Better link between performance & deinstalled if license •Product purchased to negotiation process is not renewed meet a short-term need Source: Reiner Associates, Inc.; Sales Strategies, Inc Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 63
  64. 64. Strengths & Weaknesses ITAM The Supplier's Perspective Delivery Strengths Weaknesses Model Perpetual •Most up-front revenue •Competitive losses to •Lower cost of sales during the suppliers offering lifecycle of product subscriptions •More predictable maintenance •Length of sales cycle Your Text here Your Text here revenue Subscription •Predictability of the annuity •Lower up-front -Based revenue stream revenue •Possibility of delivering greater •Easier for customer revenue over time to terminate use Source: Reiner Associates, Inc.; Sales Strategies, Inc Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 64
  65. 65. IT Application Portfolio Mngt ITAM Israeli Trends  High variety between the ITOs • from having no idea where IT assets are – to ITAM with full SW usage metering with integration to ERP & HD  Major challenges: Your Text here Your Text here • SW Usage metering • Type of usage (change performance/ read only)  The tougher the formal procedures are - the easier ITAM  Lack of ITAM tools maturity  ITAM tools often viewed as an extension of ERP & PPM tools Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 65
  66. 66. IT Application Portfolio Mngt Tools ITAM Selected Installations in Israel Clients New Clients 08’ Integrators CA Bank Discount, Bank Leumi, IAI, Air Force 888, Ministry of CA, Ness, MSP, Justice, Min. of Malam, Cabao Defense, Petah – Tikva Municip. BMC Partner – eng, Social Security, NDS, ZIM Motorola Matrix , Xor HP HP, Xor IBM - Tivoli Bank Mizrachi IBM Symantech Your Text here Your Text here Malam-Team HP Altiris Bynet Artnet E&M Virgonet Aman SAP – Coca-cola, IEC, Ness, Malam-Team Solution mng Government Microsoft Bank Leumi, Mataf, Amdocs, DSW, IDF(Mamram), Rafael, IAA, Ramot Hospital, Matrix, Malam- SMS Ministry of Foreign Affairs, Teva, Bank Mizrahi, Intelligence Blue Square, Team, Bynet, corps, Comverse, IAI, Clalit, Netvision, IEC, Postil Superpharm, Audiocodes Taldor, DB@net Tel-Aviv mun, Eged, Pelephone Novell – Strauss- ZENworks Elite, Tnuva, Teva, Mirs, Menora, Orbotech, IAI, Nur, Netafim, Pe lephone, Rafael, Bezeq Online, Jerusalem Mun, CaesarStone, Ministry of Transport, Social Affairs, Traide&Laborwork Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic Galit Fein’s 66
  67. 67. Service Service Desk Desk HD is amongst the primary targets for cost cutting Your Text here Your Text here Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 67
  68. 68. Service Israeli Trends of Service Desk Desk  Although a lot have been done to improve HD staff productivity: • Best practices (ITIL) widespread acceptance among large & more complex ITOs Your Text here Your Text here • Desktop configurations standardization • Sophisticated HD tools - web-based user self-service, automated email response SW, incident tracking systems • Remote access Upcoming STKI RT • Outsourcing on SD: 31/05/2009 Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 68
  69. 69. Different solutions for lack of HD staff Service Desk Customer recommendations  Self service through web access tools & knowledge mngt  Integration of 1st & 2nd levels support with distribution for expertise  Production system care only after working hours Your Text here Your Text here  SD is SPOC for every type of question (IT, HR, ect) – headcounter job integration  Best practices - ITIL Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 69
  70. 70. Service HD Staffing Ratio Desk  Average ratio of Israeli Help Desk department: • ~360 users per HD FTE (between 120 – 1,400) • Compared to ~300 in global orgs Your Text here Your Text here  Average nu of incidents per month: 12,000 Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 70
  71. 71. HD Israeli Benchmarks Service Desk Your Text here Your Text here missed calls % incidents opened % incidents closed % by self service st level support by Source: STKI Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 71
  72. 72. Service Trends of Service Desk Tools Desk Over the past several years, there have been significant improvements in the tools available to Help Desks These tools can help in the automation of support & in Your Text here Your Text here the remedy of problems Progressed HD tools can optimize the size & the responsibilities of HD personnel Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 72
  73. 73. Vendors Trends of Service Desk Service Desk Tools Vendors have followed with tools that assist in the implementation of ITIL processes Major vendors have expanded their offerings: Your Text here Your Text here • Asset mngt portfolio • SaaS model • CMDB Service desk mngt tool is a mature market Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 73
  74. 74. IT Service Desk – Service Desk Positioning of the Israeli Market Vendors to Watch: Microsoft IBM CA SAP Worldwide Local Support Leader HP BMC Enterprise Siebel Your Text here Your Text here MID-Tier Pivotal SysAid IT HD PeopleSoft Modules This analysis should be used with its supporting documents Market Presence Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 74
  75. 75. IT Service Desk Tools Service Desk Selected Installations in Israel Clients New Clients 08’ Integrators Comverse, IAI, Discount, Elta, ECI, HOT, Motorola, Teva, Bank Hapoalim, Bank CA, Ness, Malam, CA Elbit, Mekorot, Osem, Phoenix, DSW, Bezeq Int, Beit Berl, Yahav, Mifal Hapais, MSP, Cabao Israel Police, Tnuva, Central Bureau of Statistics, EL-AL, Ministry of Justice, Tamas, TASE, Ministry of Health, Tel-Aviv Municipality, Ministry of Defense, Herzelia Munic. Clalbit, Shabas, Rafael, Isracard, Yediot, Petah-Tikva Munic Shupersal, 888, 9900, Bank Israel Zim, Malan, IGS, MED Nautilus, Malam, Kneset, NDS, Sandisk Matrix ,Aman, BMC Social Insurance, Uniliver, Creo, Intel, Motorola, Summit Taldor, Xor Design, Polycom, Cellcom- eng. HOT-eng. Partner – eng Your Text here Your Text here HPOV:IDF, Netafim, Shaam, Open University, Orbotech, Service Manager Aman, HP, Xor HP Tower Semiconductors, Haaretz Tefensoft: Clalit Health, Menora, Migdal, Prime Minister, Strauss-Elite, Hadasa, Machteshim, Maman, AudioCodes Rav-Bariach, Marvell, Dan, Jonson & Jonson, Highway 6, Coca Cola, Prisma, Beit Consist SysAid Omrix, Wintegra, Sami Shimon College, Minicom, Litcom, Barel College, Ashdod Ilient Africa Israel, Mei-Eden, AIG, Electra, McCann Erickson, Port Diesenhaus unitours, Flash Opal Networsks, Liveperson, Hertz, Psagot Ofek Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 75
  76. 76. Service IT Help Desk Modules from CRM packages Desk Clients New Clients 08’ Integrators Microsoft Ministry of Finance, Malan, Israeli EL AD: Judicial Authority 20 Partners, including: Navy, Intel, Prime Minister, Visa, Malam-Team: TAU Matrix- CRM* Cellcom, Ministry of Education Matrix-Effect: Igud, Effect, SIT, Advantech (*ITIL complaint) Superpharm , Malam- Netwise: Amal Team, Netwise, Bynet SW, El-AD…. Pivotal Super-Pharm, Bat-Yam Tadiran, Negev Ceramics, ONE1 Municipality, Exlibris, Systematics, Orad Your Panorama, Telmap, Ericom FGG Text here Your Text here Radvision, Gilat, Maccabi, Shahal, Ritalix, Globs Paz, Isr. Government Ness, IBM, EDS, SAP Bazan Advantech PeopleSoft Ministry of Foreign Affairs, Matrix Mamram, Bezeq - Siebel* Tnuva, Golden Pages, Bank Leumi Taldor, IBM - Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 76
  77. 77. Sourcing IT in Aggressive Cost-Cutting Times Models Shift to Your Text here Technology is not a discretionary Your Text here Sourcing Models discretionary asset cost basis when possible Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 77
  78. 78. Sourcing Cost Cutting Outsourcing Models Your Text here Your Text here Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 78
  79. 79. What are the most important management Sourcing initiatives taken to reduce IT costs? Models Your Text here Your Text here Source: Cutter Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 79
  80. 80. Sourcing Typical Benefits from Outsourcing Models  Focus on ―core‖ competence of the company  Cost-savings (reduced overheads, economies of scale)  Service quality improvement due to specialization of service provider  Reduction of capital expenditure - Discretionary costs Text here Your Text here Your structure  Standardized IT infrastructure & processes - access to best practices  Improvement in processes & their documentation  Offshoring – labor arbitrage Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 80
  81. 81. Sourcing Typical Costs & Risks Models Loss of day-to-day mngt control of outsourced services Dependence on service provider for strategic info on internal technology, operational & business options Your Text here Your Text here Risks of losing valuable knowledge & experience Additional costs associated with managing the outsourcing service provider Bad PR if deal is off Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 81
  82. 82. What kinds of work are you currently Sourcing Models outsourcing or planning to outsource? Your Text here Your Text here Source: Cutter Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 82
  83. 83. For what reasons have you considered Sourcing Models backsourcing? Your Text here Your Text here Source: Cutter Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 83
  84. 84. Sourcing Global Trends of Outsourcing Models Outsourcing/ Offshoring will continue to expand during economic meltdown Outsourcing landscape changing due to: Your Text here Your Text here • Globalization • Cloud Computing • Providers will turn to SaaS during the financial crisis Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 84
  85. 85. Sourcing Global Trends of Outsourcing Models ITOs will turn to outsourcing for cost cutting • Non-discretionary expenditure reduction • Avoidance of capital investment Your Text here Your Text here Growing outsourcing segments: • QA • BPO - greater variety of offerings Crowdsourcing Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 85
  86. 86. Sourcing Crowdsourcing Models “Taking a job traditionally performed by a designated employee & outsourcing here to an undefined, Your Text it Your Text here generally large group in the form of an open call.“ Howe Best & least expensive sources of innovation lie outside the corporate walls Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 86
  87. 87. Sourcing Advantages of Crowdsourcing Models  Several, alternative designs & solutions  24x7 workforce (project gets done faster)  Applies to other aspects of innovation: • Netflix recommender service • Dell's IdeaStorm • Amazon.com's Mechanical Turk (http://www.mturk.com/mturk/welcome) Your Text here Your Text here Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 87
  88. 88. Sourcing Disadvantages of Crowdsourcing Models  Requires great coordination  Exposure of intellectual property (both the contractor & the sponsor)  Corporate Social Responsibility issues Your Text here Your Text here Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 88
  89. 89. Sourcing Israeli Trends of Outsourcing Models Steady & mature market Outsourcing market grew this year due to increasing scope of existing client & a few new deals Decline in number of deals Your Text here Your Text here Both largest deals of this year were comprehensive IT outsourcing in Public sector Rest of deals – small selective outsourcing NO backsourcing deals Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 89
  90. 90. Sourcing Israeli Trends of Outsourcing Models Increased focus on detailed feasibility study Clients prefer a trial period of 1-3 years in long term (8-10 years) contracts Your Text here Your Text here Outsourcing service provider evaluation by the client • Meeting SLA terms of contract • Periodic review using a consulting company Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 90

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