Trends In     Infrastructure        Services    Tell me and I’ll forget      STKI Summit 2012Show me and I may remember   ...
Presentation Visualization                                                                MDMNetworking                   ...
End-To-End Security Project                                                                  Web Security                 ...
TEAMS Project (A3)                                                  Source: Malam-Team                                    ...
The New Training Center-IDF                                                     Source: Bynet                             ...
Presentation Visualization -Networking                                                             MDMNetworking          ...
STKI Index-2011 –Top Networking Queries                                                                                   ...
IPv6                                                                                                                      ...
Internet Protocol Version 6 (IPv6)                                                                                        ...
IPv6 Market Status• Large orgs., cloud service providers, US government –All support  IPv6.• IT: All major hardware and so...
Almost All Agree: IPv6 Is Criticalhttp://www.computerworld.com.au/slideshow/395230/most_enterprises_will_ipv6_by_2013_surv...
IPv6 Recommendations1. Awareness, awareness, awareness2. Basic (internal IT) gap analysis3. Executives’ awareness4. Thorou...
Presentation Visualization –Data Networking                                                             MDMNetworking     ...
Pressure!!!                                                                                                               ...
Key Drivers For Network Transformation  •   Server virtualization  •   Storage Convergence  •   East-west traffic patterns...
Changes In Technology Are Making             Server-to-server Traffic “The” Network Issue                                 ...
Today’s Network Architectures Can’t Keep Pace                                              Source: HP Networking          ...
Distributed Intelligence DetailsOptimized Virtual Access Layer•    Today, access to the network lives in the virtual     h...
Three-tier Architecture & Server-to-Server Traffic             Three-tier Legacy Network                                  ...
Two-tier Architectures Improve Performance                                       Simplified Two-tier Network   A-Series Co...
The Fabric Architecture                              Core Switches                                                        ...
Intelligent L2 Domains                                                              POD Evolution                         ...
Wireless                                                                                                                  ...
Wireless Trends• Welcome, IEEE 802.11ac…• Wireless as a service• Wireless IPS (Intrusion Prevention System)• All vendors m...
Positioning Methodology  Israeli vendor rating – Market positioning is focused on the enterprise     sector (not SMB)     ...
xxx- Israeli Market Positioning 1Q12                                                      Vendor B   Local Support        ...
Data Center Networking- Israeli Market Positioning 1Q12         Local Support                                             ...
Campus Networking- Israeli Market Positioning 1Q12                                                                        ...
Wireless LAN- Israeli Market Positioning 1Q12                                                       Cisco   Local Support ...
30                                Source: Bent ObjectsShahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source ...
Application Delivery ControllersMega trends:•Cloud computing•Virtualization – desktop, storage, network•Mobility• Security...
adcSource: http://www.enterprisemanagement.com/research/asset_download.php?id=2110           Shahar Geiger Maor’s work Cop...
Key Drivers for Data Center Class WAN Optimization• Disaster recoveryProtect more data across longer distances over conver...
Application Delivery Controllers- Israeli Market Positioning 1Q12                                                         ...
WAN Optimization- Israeli Market Positioning 1Q12    Local Support                                                        ...
Presentation Visualization -Collaboration                                                             MDMNetworking       ...
37Source: http://collaborationbenefits.blogspot.com/2010/04/intersection-of-unified-communications_30.html          Shahar...
Collaboration Basics                                                      Source: CiscoShahar Geiger Maor’s work Copyright...
Email And Phone Are Still The Most Common Way To Interact With Customers  What are the top methods by which your employees...
Drivers Of Unified Communication Projects1. Improve employee collaboration2. Improve employee efficiency3. Improve communi...
Reasons for Not Using Unified Communications1. Other projects have a higher priority2. No definitive business value3. Lack...
Cloud Based UCC –A Very Good Step Forward1. B2B: connect to business   partners, customers, and   individuals outside   co...
What’s Wrong?We are still trying to automate                                                                              ...
How To Do It RightStep 1: Identify Primary Business Imperatives                                                           ...
How To Do It RightStep 2: Associate Relevant Stakeholders and Processes:                  Innovation         Accelerating ...
How To Do It RightStep 3: Analyze Existing Collaboration Patterns                                                         ...
How To Do It RightStep 4: Execute Collaboration Programs: online communities blogs and microblogs online shared workspa...
The ROI Problem                                                Elements of ROI Calculation   Capital                      ...
65% Of Orgs Have Implemented UC Capabilities in 50% or Less of Total Users                                                ...
Presentation Visualization -Customer Center                                                             MDMNetworking     ...
CRM Maturity ModelBusiness Value                                                           Analytical                     ...
Accelerating Customer Experience    CRM 1.0                                       CRM 2.0                                 ...
What is Social CRM• Social CRM can be used for 2 purposes:• Listening and Learning: Using the power of personal networks t...
Power To The People – Is It Too Much Power???• Social media criticism makes Gap dumps new     logo forces it to revert bac...
Social Media Projects Maturity                                               (Source: Altimeter Group)                    ...
Customer Care Trends                                                              There’s                            Incre...
Approaching (Interacting with) Customers(…Too often, digital marketing efforts target only younger customer segments)     ...
Key Benefits That Can Influence Consumers To Use a New Form of                            Payment                         ...
Heavy Duty Phone Systems For Trading Rooms                                                                                ...
Unified Communications - Israeli Market Positioning 1Q12                                                               Cis...
Customer Center Infrastructure - Israeli Market Positioning 1Q12           Local Support                                  ...
IP Telephony - Israeli Market Positioning 1Q12   Local Support                                                            ...
Presentation Visualization -Video                                                             MDMNetworking               ...
Global Mobile Data Traffic100% 90% 80% 70%                                                                                ...
Enterprise Video Usage                                              Source: Business VideoShahar Geiger Maor’s work Copyri...
Israeli Market Status• Videoconferencing –Mature collaboration tool• E-learning –Common in global orgs. Good as an enrichm...
AudioVideo ConferencingImmersive-To work within projection-based Virtual Reality Systems                                  ...
Video Collaboration in Practice  VideoConference                                                                          ...
Video e-Learning –Next Generation Customer Care Routing                                                                   ...
Social Video + CDN (Content Delivery Network)                                                                             ...
Digital Signage                                                      Live                                                 ...
Managing Bandwidth For Video1. Buy more   bandwidth                              2. Implement QOS                         ...
Video Optimization -Medianet          Deliver the Network Optimized for Video Anytime, Anywhere, Any Device               ...
The Past, Present, and Future of Enterprise Outward Video                                        Past                     ...
Video Recommendation                                                                                                      ...
Tele-Conferencing- Israeli Market Positioning 1Q12                                                                        ...
What should be asked before going to the board with a capital request?1. How much impact do our facilities have on the ava...
virtualized platforms: A   way to limit data center capacity requirements                                     Source: McKi...
Reducing Capital Costs by Moving Into Lower-Tier Facilities                                            Source: McKinsey & ...
Israeli Data Center Statistics 350m2                                      • Average room size (brutto)    67%             ...
Data Center Outsourcing Benchmark  A research and service providers’  benchmark in the Israeli market.    By: Pini Cohen, ...
Output Management                                                                                                         ...
Output Trends   Digital MailingPrinting independence Interactive forms and multimedia Personalization12 ‫מרץ‬   Shahar Gei...
Tablets Replace Paper• Businesses and governments are trading paper for tablets, saving  money and promoting efficiency• I...
Next Generation OutputsInteractive                                                                                        ...
Banks ‘Push‘ vs. Customers ‘Pull‘ Model                                                                               Pull...
Output Management-Israeli Market Positioning 1Q12                                                             Consist     ...
Printers-Israeli Market Positioning 1Q12                                                                              Sams...
Market Data                                     http://xkcd.com/657/large/                                                ...
Networking Staffing                                    25’th percentile 50’th percentile 75’th percentile                 ...
Networking Budget ~ 10% of IT OpEx                    Source: The Corporate Executive Board Company                       ...
Constant Staffing Mix Within IT                    Source: The Corporate Executive Board CompanyShahar Geiger Maor’s work ...
Endpointshttp://www.wired.com/wired/archive/14.07/images/found.jpg graphic   Shahar Geiger Maor’s work Copyright 2012 @STK...
Presentation Visualization                                                             MDMNetworking                      ...
Desktop-PCs are getting old…Say Hello to the Post-PC Era• No platform, form factor or technology will dominate.• BYOD will...
2012 game changers :                                  • Consumerization of IT                                  • Bring you...
Experience Economy > Age of the Customer• From 1900 to 1960, Age of Manufacturing , if you owned a factory,  you owned the...
Why Mobile?    Communication                              Telecom: fire,                                                  ...
Mobile Outsourcing                                                                                 Social                 ...
Using Mobile Apps more then 10 times a day                                                                                ...
Using Mobile App to Make a Purchase/ for Client Service                                                                   ...
Decision Making in the Digital World                                                                   Seeking Intelligenc...
Many clients are asking about how to:                                                Set a solid                          ...
Answers are right here                           Who is                                                   IT or Business? ...
What Do People Want ?                                                                                                     ...
Three OSs, Three Ecosystems?                                                        Source: IDC                           ...
Internet vs. Mobile Data Traffic                           Global Internet Traffic Growth (Fixed)300%200%100% 0%       199...
Mobile Statistics                                                          – The number of active mobile broadband        ...
Different Devices, Different Purpose                                                                           Work       ...
List of Tablet Use Cases      How do you useplan to use your tablet? (Please select all that apply)       Surfing the webW...
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Trends In Infrastructure Services

  1. 1. Trends In Infrastructure Services Tell me and I’ll forget STKI Summit 2012Show me and I may remember Shahar Geiger Maor,Involve me and I’ll understand VP & Senior Analyst
  2. 2. Presentation Visualization MDMNetworking Security ollaboration 2 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  3. 3. End-To-End Security Project Web Security Secure WAF Browsing GatewayApplicationSecurity Information DLP LaunderingDataSecurity Firewalls IPS NACNetworkSecurity Source: Taldor 3 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  4. 4. TEAMS Project (A3) Source: Malam-Team 4Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  5. 5. The New Training Center-IDF Source: Bynet 5Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  6. 6. Presentation Visualization -Networking MDMNetworking Security ollaboration 6 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  7. 7. STKI Index-2011 –Top Networking Queries Data, 29% Collaboration, 27% Market Players, 22% Trends, 9% ADC, 4% Mobile, 4%Misc., 4% 7 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  8. 8. IPv6 8 Source: http://i.imgur.com/l371J.jpgShahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  9. 9. Internet Protocol Version 6 (IPv6) You are here 9Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  10. 10. IPv6 Market Status• Large orgs., cloud service providers, US government –All support IPv6.• IT: All major hardware and software providers support IPv6.• Israel: Sector IPv6 Awareness Service Providers / Telecommunications / Global Organizations / Other Organizations 10 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  11. 11. Almost All Agree: IPv6 Is Criticalhttp://www.computerworld.com.au/slideshow/395230/most_enterprises_will_ipv6_by_2013_survey/ 11Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  12. 12. IPv6 Recommendations1. Awareness, awareness, awareness2. Basic (internal IT) gap analysis3. Executives’ awareness4. Thorough gap analysis (professional services) and migration plan5. POC (taste the flavor of IPv6).6. Future system design and purchase –IPv6 enabled 12 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  13. 13. Presentation Visualization –Data Networking MDMNetworking Security ollaboration 13 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  14. 14. Pressure!!! 14Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  15. 15. Key Drivers For Network Transformation • Server virtualization • Storage Convergence • East-west traffic patterns • Growth of VMs and “server sprawl” managementFabric (ˈfa-brik) n. An integrated data center network that supports servers, storage,appliances and switches on a large scale. It provides a simple way to reach everything inthe data center using location-independent, Layer 2 addressing that creates a flatnetwork among components. It borrows features from routed network includingdynamically selecting the shortest and best route for connections, converges very quicklywhen the network changes, uses all the links in the network and efficiently handlesbroadcast and multicast traffic. It has high reliability with very fast convergence when afailure occurs. It minimizes packet discards or is lossless and has extremely low end-to-end latency. It automatically adjusts and applies the right configuration to whateverdevices connect to it. Also called Ethernet Fabric and Data Center Fabric. -Robin Layland 15 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  16. 16. Changes In Technology Are Making Server-to-server Traffic “The” Network Issue SOA Web Application 2.0 SAAS ClientClient – Server Architecture Service Oriented Architecture 25% 95% Server Server Server Server A B C Server 75% Server D DB Source: Juniper Networks 16 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  17. 17. Today’s Network Architectures Can’t Keep Pace Source: HP Networking 17 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  18. 18. Distributed Intelligence DetailsOptimized Virtual Access Layer• Today, access to the network lives in the virtual hypervisor Physical Virtual • Consumes valuable host resources• Virtual switch is offloaded to the physical Server vNIC vNIC vNIC vNIC switch • Eliminates the software switch; the advantages of a Virtual Switch distributed virtual switch plus Distributed Intelligence • Leverages Virtual Ethernet Port Aggregator (VEPA) technology NIC• Virtual NICs are offloaded to the physical NIC • Leverages Virtual Ethernet Bridging (VEB) technology• Host resources are freed up for applications • Gives 5-20% of host resources back to applications• VMs have direct I/O with the network Switch • Network simplicity; common access across entire VCS; network is managed in the network Source: Brocade 18 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  19. 19. Three-tier Architecture & Server-to-Server Traffic Three-tier Legacy Network N Unnecessary layers add hops and latency Slows performance of W 75% or more of traffic E Federated Apps & VM mobility Up to 50% of ports interconnect switches; S not servers or storage Source: HP Networking 19 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  20. 20. Two-tier Architectures Improve Performance Simplified Two-tier Network A-Series Core N Switches with IRF IRF IRF Removes a Networking Layer to reduce CAPEX A-Series ToRSwitches with IRF, IRF Virtual ConnectHP Virtual Connect IRF enables a single, low W 75% or more of traffic E latency hop between up to nine server racks Virtual Connect provides direct flight connections S within an HP BladeSystem Rack Servers Blade Servers Source: HP Networking 20 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  21. 21. The Fabric Architecture Core Switches All of the TOP of Racks are a single high capacity Fabric!!!Aggregation switches Firewall Access switches Fabric Switches 4 Pod 1 Pod 2 Source: Juniper Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic 21
  22. 22. Intelligent L2 Domains POD Evolution Inter-POD Connectivity across L3 Shipping OTV Failure Boundary Preservation Failure IP Cloud Boundary CoreL3L3 Aggregation …L2 vPC … FabricPath… … … AccessL2 vPC Servers STP+ vPC/VSS FabricPath STP NIC Teaming 16x ECMP Enhancements Simplified loop- Low Latency / Lossless Bridge free trees MAC Scaling Assurance 2x Multi-pathing Operational Flexibility Shipping Shipping Shipping Source: Cisco Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic 22
  23. 23. Wireless 23Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  24. 24. Wireless Trends• Welcome, IEEE 802.11ac…• Wireless as a service• Wireless IPS (Intrusion Prevention System)• All vendors must have the following features:1. Support for 802.11a/b/g/n2. Controller-less WiFi network3. A network management application4. Standards-based security with 802.1X through WPA25. Provider can deliver network services (such as voice, video and location). 24 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  25. 25. Positioning Methodology Israeli vendor rating – Market positioning is focused on the enterprise sector (not SMB)  X axis: Market penetration (sales + installed base+ clients perspective)  Y axis: localization, support, Local R&D center, number and quality of SIs, etc.  Worldwide leaders are marked based on global positioningVendors to watch: Israeli market newcomersSTKI positioning represents the current Israeli market and not necessarilywhat we recommend to our clients 25 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  26. 26. xxx- Israeli Market Positioning 1Q12 Vendor B Local Support Player Worldwide Leader Vendor A Market Presence 26Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  27. 27. Data Center Networking- Israeli Market Positioning 1Q12 Local Support Cisco Juniper Player Alcatel-Lucent Worldwide Leader Avaya HP Brocade IBM Market Presence 27 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  28. 28. Campus Networking- Israeli Market Positioning 1Q12 Cisco Local Support Alcatel-Lucent Player Extreme HP Worldwide Leader Avaya Juniper Dell Enterasys Brocade Market Presence 28 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  29. 29. Wireless LAN- Israeli Market Positioning 1Q12 Cisco Local Support Player Motorola Worldwide Leader HP Aruba Alcatel-Lucent Juniper Aerohive Ruckus Enterasys Market Presence 29Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  30. 30. 30 Source: Bent ObjectsShahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  31. 31. Application Delivery ControllersMega trends:•Cloud computing•Virtualization – desktop, storage, network•Mobility• Security•Datacenter consolidation 31 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  32. 32. adcSource: http://www.enterprisemanagement.com/research/asset_download.php?id=2110 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  33. 33. Key Drivers for Data Center Class WAN Optimization• Disaster recoveryProtect more data across longer distances over converged networks• Data center consolidation / cloudData and server placement not impacted by WAN performance• Server and storage centralizationUsers can be farther from resources• Real-time collaborationImprove quality of unified communications (voice/video)• VirtualizationMultisite VDI and VM migration impacted by poor WAN quality 33 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  34. 34. Application Delivery Controllers- Israeli Market Positioning 1Q12 Radware Local Support F5 Player Citrix Worldwide Leader A10 Cisco Barracuda Market Presence 34 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  35. 35. WAN Optimization- Israeli Market Positioning 1Q12 Local Support Player Citrix Riverbed Worldwide Leader F5 Cisco Silver Peak Radware Juniper Bluecoat Market Presence 35 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  36. 36. Presentation Visualization -Collaboration MDMNetworking Security ollaboration 36 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  37. 37. 37Source: http://collaborationbenefits.blogspot.com/2010/04/intersection-of-unified-communications_30.html Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  38. 38. Collaboration Basics Source: CiscoShahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic 38
  39. 39. Email And Phone Are Still The Most Common Way To Interact With Customers What are the top methods by which your employees communicate with your customers, suppliers and partners? Source: Information Week 39 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  40. 40. Drivers Of Unified Communication Projects1. Improve employee collaboration2. Improve employee efficiency3. Improve communications with customers4. Create a more mobile workforce5. Legacy PBX retirement6. Upgrade technology to meet business needs/stay on par with peers7. Reduce operation expenditures8. Reduce travel expenses9. Decrease sales cycle times 40 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  41. 41. Reasons for Not Using Unified Communications1. Other projects have a higher priority2. No definitive business value3. Lack in-house expertise4. UC technology is too expensive5. Sizeable investment in current communications platform6. Auxiliary costs are too expensive (e.g. WAN bandwidth, infrastructure upgrades)7. Deployments are too complex 41 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  42. 42. Cloud Based UCC –A Very Good Step Forward1. B2B: connect to business partners, customers, and individuals outside corporate network2. Great for small and medium businesses3. Help in reducing security issues (…but raise others)4. Standardization 42 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  43. 43. What’s Wrong?We are still trying to automate Multitude of vendors leads to collaboration…needs to be “non-immersive” experience people centric Insufficient focus on howIT driven without alignment to people collaborate today and business priorities what real pain points areNot treating Collaboration as a Many of the benefits in UCC do CEO Agenda Item not apply locally 43Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  44. 44. How To Do It RightStep 1: Identify Primary Business Imperatives Time-to- Market Innovation Talent Acquisition and Retention Customer Cost Loyalty Quality Control Sales Effectiveness Cultural Productivity Evolution Business Scaling and Growth 44 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  45. 45. How To Do It RightStep 2: Associate Relevant Stakeholders and Processes: Innovation Accelerating the generation and development of new ideas into new or improved products, services and processes 45 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  46. 46. How To Do It RightStep 3: Analyze Existing Collaboration Patterns 46 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  47. 47. How To Do It RightStep 4: Execute Collaboration Programs: online communities blogs and microblogs online shared workspaces “click-to-connect” collaboration spaces comprehensive research repository connecting experts…Did we mention LinkedIn? 47 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  48. 48. The ROI Problem Elements of ROI Calculation Capital Operational Alternative TCOexpenditures expenditures cost Feature Job Employeeadoption Training UC benefit satisfaction productivitytimeline Increased sales due to increased collaboration 48 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  49. 49. 65% Of Orgs Have Implemented UC Capabilities in 50% or Less of Total Users Source: Information Week 49 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  50. 50. Presentation Visualization -Customer Center MDMNetworking Security ollaboration 50 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  51. 51. CRM Maturity ModelBusiness Value Analytical Social CRM Value investment CRM Listening Web Mobile channel channel platforms projects projects IT orientedInvestment in order Projectto optimize costs Business oriented Operational Project CRM/XRM Commodity investment *Size of figure = complexity/ Regulative cost of project investment Using Implementing Future usage Market Maturity Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  52. 52. Accelerating Customer Experience CRM 1.0 CRM 2.0 CRM 3.0 Managing Managing influencers Engaging Individual & ‘tribes’ & Influencing customersCustomerA Customer Customer B C The focus shift: Transactions Interactions Experience Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic 52
  53. 53. What is Social CRM• Social CRM can be used for 2 purposes:• Listening and Learning: Using the power of personal networks to gain intelligence on customers, their habits, interests • Brand auditing • Awareness of campaigns success/failure • Crowdsourcing (new products, design ideas)• Interacting and Engaging: New channel for customer interactions (sales, service, marketing)• Social CRM projects will be short / simple. Companies will grow into it (by using social CRM modules within CRM apps) or SaaS- based products. The hardest part will be the “people” and “processes” part, change management. 53 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  54. 54. Power To The People – Is It Too Much Power???• Social media criticism makes Gap dumps new logo forces it to revert back to old logo 54 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  55. 55. Social Media Projects Maturity (Source: Altimeter Group) 55Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  56. 56. Customer Care Trends There’s Increasingly no place unpredictable to hide environmental online eventsThe age of self Fromhelp, paranoia ‘push’ to and advice ‘pull’ seeking The rise The agile and of the asset-less any x organization customer (…cloud) 56 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  57. 57. Approaching (Interacting with) Customers(…Too often, digital marketing efforts target only younger customer segments) Source: McKinsey Global Survey 57 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  58. 58. Key Benefits That Can Influence Consumers To Use a New Form of Payment Source: Javelin Strategy & Research 58 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  59. 59. Heavy Duty Phone Systems For Trading Rooms Directional and time indication Call History Modularity of Components Call Directory BackpackExtensibility Deskshare Source: IPC Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic 59
  60. 60. Unified Communications - Israeli Market Positioning 1Q12 Cisco Local Support Player Avaya Microsoft Worldwide Leader Digium IBM Alcatel-Lucent Siemens EC Interactive Intelligence Market Presence 60 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  61. 61. Customer Center Infrastructure - Israeli Market Positioning 1Q12 Local Support Player Cisco Avaya Worldwide Leader Aspect Alcatel-Lucent Cosmocom Interactive Intelligence Siemens EC Market Presence 61 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  62. 62. IP Telephony - Israeli Market Positioning 1Q12 Local Support Cisco Player Alcatel-Lucent Tadiran Telecom Avaya Worldwide Leader Digium Microsoft Siemens EC Market Presence 62Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  63. 63. Presentation Visualization -Video MDMNetworking Security ollaboration 63 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  64. 64. Global Mobile Data Traffic100% 90% 80% 70% VoIP 60% Gaming 50% File Sharing 40% M2M 30% Data 20% Video 10% 0% 2011 2012 2013 2014 2015 2016 Source: Cisco VNI 2012 64 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  65. 65. Enterprise Video Usage Source: Business VideoShahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic 65
  66. 66. Israeli Market Status• Videoconferencing –Mature collaboration tool• E-learning –Common in global orgs. Good as an enrichment for existing tools• Video streaming and CDN –Specific for content creators (…Still waiting for enterprise YouTube)• Digital signage –For special purposes• Video Management Systems (storage analytics) – Physicalhomeland security 66 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  67. 67. AudioVideo ConferencingImmersive-To work within projection-based Virtual Reality Systems CXOs (Immersive)Room-The most common Midtool for Video ManagementTeleconferencing Conferencing (Room)Endpoint Employees–”Skype like” (Endpoint) 67 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  68. 68. Video Collaboration in Practice VideoConference CDN http://www.clalit.co.il/HE-IL/Family/parents/video+rofe+online.htm 68 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  69. 69. Video e-Learning –Next Generation Customer Care Routing Choose your next choice on-the-flyVideo evolves according to choices made http://blogs.wsj.com/speakeasy/2010/10/25/andy-grammers-keep-your-head-up-applies-choose-your- own-adventure-logic-to-music-videos/ 69 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  70. 70. Social Video + CDN (Content Delivery Network) Powered by Matrix CDN Powered by NAVIGAYA Source: http://www.shmone.co.il/ 70 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  71. 71. Digital Signage Live streaming Batch streaming On-line Integration Integration to backoffice Source: http://www.diskin.com/he/content/index_b_06.html 71Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  72. 72. Managing Bandwidth For Video1. Buy more bandwidth 2. Implement QOS 3. Use adaptive technologies 4. Call Admission Control (CAC) 72 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  73. 73. Video Optimization -Medianet Deliver the Network Optimized for Video Anytime, Anywhere, Any Device Video, Voice and Data Applications Media Services Interface (end-point and Proxy) APIs Plug & Media Play Multicast NetFlow Monitoring RSVP NBAR Management IPSLA Security SAF Media PfR QoS Media Services Awareness Proxy Media Optimi- zation Source: CiscoShahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  74. 74. The Past, Present, and Future of Enterprise Outward Video Past Present Future Creation One day of shooting with a video production to Empowerment of the (cost?) professional crew. the masses. individual (100K$) (100$) (1$)Management VHS tapes and DVDs Dozens of proprietary Big data, access required physical space… and public Online management, Some early forms of Video Platforms. multiple “instances” searching programs Search still is a of each video challenge Delivery Television; Different format, Videos will still need Mailing out tapes resolution, and to be viewed across bandwidth all devices. requirements Tracking Broadcasts and mails had Views, what devices how effective a video significant tracking are viewing the video, is by sales person, by challenges. where in the world customer, by and more. campaign, etc. Source: http://www.reelseo.com/enterprise-video/ 74 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  75. 75. Video Recommendation 75Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  76. 76. Tele-Conferencing- Israeli Market Positioning 1Q12 Cisco Polycom Local Support Adobe Logitech (LifeZise) Player Radvision Worldwide Avaya Leader Microsoft Emblaze Vidyo Citrix AT&T Google Alcatel-Lucent ooVoo Skype Market Presence 76 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  77. 77. What should be asked before going to the board with a capital request?1. How much impact do our facilities have on the availability ofimportant business applications?2. How much more capacity could we get from existing facilities?3. What does future demand for data center capacity look likeand how can virtualization affect it?4. How can we improve capacity allocation by tier?5. How can we incorporate modular designs into our data centerfootprint?6. What is the complete list of key design decisions and theirfinancial impact? 77 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  78. 78. virtualized platforms: A way to limit data center capacity requirements Source: McKinsey & Company 78Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  79. 79. Reducing Capital Costs by Moving Into Lower-Tier Facilities Source: McKinsey & Company 79 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  80. 80. Israeli Data Center Statistics 350m2 • Average room size (brutto) 67% • Average size used for IT (netto) • Host all servers? (Prod.,Test, Dev.Yes (75%) Backup etc. ) 1.4m2 • Average DC room size per IT staff 0.18m2 • Average DC room size per employee Source: STKI 80 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  81. 81. Data Center Outsourcing Benchmark A research and service providers’ benchmark in the Israeli market. By: Pini Cohen, Shahar Geiger MaorExpected publication: May 2012 Stay posted for more news… 81 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  82. 82. Output Management 82Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  83. 83. Output Trends Digital MailingPrinting independence Interactive forms and multimedia Personalization12 ‫מרץ‬ Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic 83
  84. 84. Tablets Replace Paper• Businesses and governments are trading paper for tablets, saving money and promoting efficiency• In the U.S., airlines are now allowed to rely on tablets instead of onboard paper manuals, checklists and charts• Amsterdam city council members now get iPads, retrieving documents through a custom app that other Dutch government agencies are set to adopt 84 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  85. 85. Next Generation OutputsInteractive Voice: MP3 Accessible Video Mobile friendly 12 ‫מרץ‬ Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic 85
  86. 86. Banks ‘Push‘ vs. Customers ‘Pull‘ Model PullPush •Ownership of services & value•Control electronic services to network shifts to customeremployees and customers. •P2P computing & networks•Choose whom to allow into develop —secure, managed,proprietary networks. controlled, powerful•Own the value networks. •Organizations forced to deliver•Set rules, pace and conditions for into consumer computing domainsinteraction with them. •Architecture extends to consumer•Pre-defined, prepackaged services. computing environment —•Establish the parameters for you ―customer centric gets definedto modify or access your •―Delivery models‖ subsumed intoinformation or services. ―consumption models‖ -ambient findability •Building blocks —contentaware, data, Web Services, process models, orchestration services. 86 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  87. 87. Output Management-Israeli Market Positioning 1Q12 Consist Local Support Adobe Autofont Player Worldwide Leader ISIS-Papyrus Aman/Beeri HP Market Presence 87 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  88. 88. Printers-Israeli Market Positioning 1Q12 Samsung HP Lexmark Local Support Brother Player Canon Worldwide Leader Epson Ricoh Xerox Market Presence 88Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  89. 89. Market Data http://xkcd.com/657/large/ 89Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  90. 90. Networking Staffing 25’th percentile 50’th percentile 75’th percentile Average “Active” ports as of total ports (%) 58% 63% 78% 66% Total ports per 1 networking staff 917 1200 2000 2613 member (voice+data) Ports per 1 employee 1.33 1.93 2.82 2.12 Employees per 1 Networking staff 561 775 1125 1119 memberData networking : voice networking staff ratio 1.13:1 1.5:1 2:1 1.7:1 Source: STKI 90 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  91. 91. Networking Budget ~ 10% of IT OpEx Source: The Corporate Executive Board Company 91Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  92. 92. Constant Staffing Mix Within IT Source: The Corporate Executive Board CompanyShahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic 92
  93. 93. Endpointshttp://www.wired.com/wired/archive/14.07/images/found.jpg graphic Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of 93
  94. 94. Presentation Visualization MDMNetworking Security ollaboration 94 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  95. 95. Desktop-PCs are getting old…Say Hello to the Post-PC Era• No platform, form factor or technology will dominate.• BYOD will remain the norm.• Component prices continue downward trend.• Off-Desktop devices consume more of the digital experience• Employees will use many devices, syncing data between them via the cloud. 95 Source: Bent Objects Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  96. 96. 2012 game changers : • Consumerization of IT • Bring your own Device (BYOD) • Changing Client Architectures Tablet computers, smartphones, 4G, social media, gaming, desktop virtualization, and other technology innovations are bringing possibilities and challenges to IT and the workplace like never before 96Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  97. 97. Experience Economy > Age of the Customer• From 1900 to 1960, Age of Manufacturing , if you owned a factory, you owned the market.• From 1960 to 2000, Age of Distribution, if you owned the distribution channels, you owned the market.• From 2000 to 2011, Age of Information, if you owned the information, you owned the market.• From 2011, Age of the Customer, if you engage the customer, you own the market 97 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  98. 98. Why Mobile? Communication Telecom: fire, Mobile Phone Telephone –A basic need letters… Device• Population is spreading all • Starting to close the gap. • Large distances, real-time. • Always with me, cost over the world. Closer to the end-user effective, muti- purpose device, carrier-• Distance is becoming a • Short distances, no real- • Static side infrastructure, communication issue time Anywhere-to-anywhere connection and more… 98 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  99. 99. Mobile Outsourcing Social Trade Fun Tools Pics Gesture TouchCalendarMail Location Ⅱ Δ Voice Video Content Access Search 99 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  100. 100. Using Mobile Apps more then 10 times a day 100Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  101. 101. Using Mobile App to Make a Purchase/ for Client Service 101 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  102. 102. Decision Making in the Digital World Seeking Intelligence, Not Content - Real time60% of purchase decisions being made before theconsumer stepped into the store!!! 102 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  103. 103. Many clients are asking about how to: Set a solid Digital Customer Experience MDM craft mobile policies how to develop manage the devices mobile custom apps? Secure their select mobile devices mobile content 103Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  104. 104. Answers are right here Who is IT or Business? Digital Customer Experience IT higher involvement Owner in enterprisehow to developmobile custom apps? Native or Hybrid Apps select mobile devices People wants: Enterprises wants: 104 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  105. 105. What Do People Want ? 105Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  106. 106. Three OSs, Three Ecosystems? Source: IDC 106Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  107. 107. Internet vs. Mobile Data Traffic Global Internet Traffic Growth (Fixed)300%200%100% 0% 1997 1998 1999 2000 2001 2002 Global Mobile Data Traffic Growth200%150%100%50% 0% 2009 2010 2011 2012 2013 2014 (estimate) Source: Cisco VNI 2012 107 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  108. 108. Mobile Statistics – The number of active mobile broadband subscriptions worldwide in 2011. –The estimated number of mobile subscriptions worldwide in 2011. –Percentage of handsets shipped globally in 2011 that included a web browser. – Apple iPad’s share of global tablet web traffic in December.Source: http://royal.pingdom.com/2012/01/17/internet-2011-in-numbers/ 108Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  109. 109. Different Devices, Different Purpose Work Creation Change Flow Consumption Experience 109Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
  110. 110. List of Tablet Use Cases How do you useplan to use your tablet? (Please select all that apply) Surfing the webWriting or reading mail Watching video listening to music social media sites Gaming 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% Source: Yankee Group 110 Shahar Geiger Maor’s work Copyright 2012 @STKI Do not remove source or attribution from any graphic or portion of graphic
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