CompTIA 4Q 2011 IT Research Roundup


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Market intelligence concerning the IT channel and healthcare IT, managed IT services, managed print services and channel partnerships.

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CompTIA 4Q 2011 IT Research Roundup

  1. 1. CompTIA  Research  Roundup  Carolyn  April,  Director  Industry  Analysis  Tim  Herbert,  VP  Research   December  2011  
  2. 2. Housekeeping   Mute  phones  |     Unmute  computer  speakers       Slides  and  recording  distributed     via  email  aLerwards   Submit  quesHons  via  the   Q&A  panel  through  WebEx    Hashtag:  #comp.a  
  3. 3. Who  We  Are  |  What  We  Do   Educa.on     Advocacy                             Cer.fica.on                         Philanthropy          
  4. 4. About  CompTIA  Research  Program   Why/How:   •  Measure,  track,  explore,  interpret,  data  to  intelligence   •  Member-­‐driven  program     •  Strict  research  controls  |  Independent  data  collecHon     What:   •  Channel  intelligence   •  Technologies  (e.g.  UC,  Security,  Cloud)   •  Business  models  (e.g.  Managed  Services,  Cloud)   •  VerHcals  (e.g.  Healthcare,  Government,  SMB)   •  Workforce   •  Special  topics  (e.g.  Business  Confidence,  Green  IT)   Where:   hOp://    
  5. 5. Unwrapping  Today’s  PresentaHon   Part  1:    Business  TransformaHon   in  the  channel     Part  2:    Managed  IT  Services     Part  3:    The  Print  /  MPS  market     Part  4:    Healthcare  IT  market  
  6. 6. Part  1:  Business  TransformaHon  in  the  Channel  
  7. 7. “Evoluon  is  not  mandatory;  but  then  again,  neither  is  survival.”  
  8. 8. Some  New  “Change”  Factors…Many  Classic  Factors   •  Economic  factors     1   MARKET  FACTORS   •  CompeHHon  /  commodiHzaHon   •  ShiLing  expectaHons   •  AlternaHve  delivery  models   2   TECHNOLOGY  FACTORS   •  Mobile  business  capabiliHes   •  Emerging  technologies   •  Declining  margins  è  complexity   3   MODEL  FACTORS   •  Engagement  type  /  cash  flow   •  OperaHonal  excellence  
  9. 9. The  Channel  of  the  Future?   HYBRID  REALITY     •  IT  Customers  will  consume  a  mix  of  technology  soluHons  in  a  mix  of   delivery  models  from  a  variety  of  value  chain  resources   •  Solu.on  Providers  will  conHnue  to  operate  exisHng  models  while   adding  new  models  and  offerings*   •  IT  Vendors  will  maintain  channel  programs  for  “tradiHonal”   partners,  while  adding  offerings  for  evolving  partners  
  10. 10. Channel  EvoluHon  Vectors   1   Technology  Delivery  Model   On-­‐Premise   Hybrid   Off-­‐Premise   2   Customer  Engagement  Model   Transac.onal   Project   Recurring   3   Technology  Stack  Layer   Infrastructure   Applica.on   Process   4   Technology  /  Solu<on  Por>olio   Product   Package   Solu.on   5   Customer  Segment  /  Specializa<on   Size   IT  Style  
  11. 11. CriHcal  AssumpHons   Customer  Alignment  Ma[ers  Most   Target  audience  should  determine  model  …  not  the  other  way  around   Evolu.on  …  Not  Revolu.on   Capitalize  on  strengths  …  change  what  needs  to  be  changed  …  go  deliberately   Size  Ma[ers  …  For  Be[er  &  Worse   Significant  changes  take  me,  especially  for  bigger  companies  …  but  they  also  cost  money   Manage  The  Ripple  Effect   Every  decision  will  affect  mulple  dimensions  of  the  model  …  manage  the  interdependencies   Never  Forget  The  Human  Factor   No  maDer  how  smart  the  model  is  …  you  sll  need  the  people  to  be  willing  and  able  
  12. 12. Channel  TransformaHon:  The  Cloud  Channel  momentum  behind  cloud  2011  vs.  2010   Both  sell  and  use  cloud   41%   soluHons   15%   Sell  cloud  services,  but   30%   85%  of  channel   dont  use  internally   22%   companies  idenHfied   as  having  heavy     16%   to  moderate   End  user  of  cloud  only   involvement  in  cloud     22%   13%   Not  involved  in  cloud   42%   2011   2010  
  13. 13. Part  2:  Managed  Services  
  14. 14. Outsourcing  Trends  by  Business  FuncHon   End  users  are  generally  about  the  concept  of  outsourcing,  believing  it  to  be   a  good  business  pracHce;  fewer  hold  posiHve  opinions  of  offshoring  and  automaHon.     Mostly   Mixed     Mostly  Done   Outsourced   Model   Internally   Payroll   28%   14%   54%   Call  center   14%   16%   54%   IT  funcHons   12%   31%   56%   Supply  chain/logisHcs   12%   22%   63%   Public  relaHons/communicaHons   11%   27%   61%   Finance/accounHng  funcHons   9%   22%   63%   Human  resources   6%   14%   78%   78%  of  end  user  organizaHons  report  being  very  or  mostly  sa.sfied  with  their   outsourcing  experience,  compared  with  just  4%  ciHng  the  most  negaHve  response.  
  15. 15. End  User  Managed  Services  Usage  Rates   Current  Managed    Number  of  Years  Using   Service  Usage  Rate   Managed  Services   3%   Use  Managed   Services   8%   Less  than  1   26%   year   29%   Do  Not  Use   2-­‐less  than  5   Managed   years   Services   68%   5+  years   52%   Dont  know   Half  of  end  users  today  are  working  with  between  2-­‐4  MSPs,     though  4  in  10  cite  a  preference  for  working  with  a  lone  provider.  
  16. 16. Demand  Drivers  for  Managed  Services   Not  a   Minor   Major   Reason   Reason   Reason     Cost  savings   9%   30%   61%   Free  staff  up  to  focus  more  on  core   11%   38%   52%   competencies   Gain  access  to  most  current  technologies   11%   39%   51%   Improve  security   14%   35%   51%   Lack  of  in-­‐house  experHse  with  IT  funcHons/ 13%   43%   44%   systems   Lack  of  Hme/resources  to  manage  IT  in-­‐house   13%   43%   44%   To  handle  management  of  remote  offices   32%   34%   34%  
  17. 17. Managed  Services  in  the  Channel  Among  firms  offering  managed  services   5%   Dedicated  MSP   10%   Hybrid  business   49%   Primarily  reseller   37%   New  to  managed  services   62%  of  channel  companies   offering  managed  services  have   done  so  for  5  years  or  longer.  
  18. 18. MSP  Challenges:  Importance  vs.  ExecuHon   Execu.on   Importance*   Difficulty**   Achieving  operaHonal  efficiency   70%   81%   SelecHng  right  managed  services  soLware   67%   69%   Customer  acquisiHon   63%   81%   Required  level  of  human  investment   60%   75%   Required  level  capital  investment   56%   70%   Availability  of  trained  consultaHve  sales  and  tech  staff   56%   66%   Time  takes  to  reach  profitability   54%   80%   Determining  correct  monthly  pricing  model   54%   62%   MigraHng  sales  staff  to  new  model   49%   65%   *Items  rated  as  ‘Very  Important’   **Items  rated  ‘Extremely’  or  ‘Somewhat’  difficult  to  achieve  
  19. 19. Part  3:  The  Print  Market  
  20. 20. Key  AssumpHons   Enterprise  print  volumes  holding  steady,  but…       Changes  are  underway  due  to  business  process   automaHon,  mobility  and  imaging       Document  management  and  prinHng  costs  expected  to   increase  or  stay  at  same  levels       SaHsfacHon  rates  with  print  and  document  management   funcHon  generally  high,  but…  
  21. 21. RaHng  of  Process  for  Maintaining/TroubleshooHng  Print/Document  Management  FuncHon   21%   Could  be  significantly  beOer   12%   11%   Large  firms   61%   Could  be  somewhat  beOer     Medium-­‐size  firms   59%   Small  firms   42%   18%   Fine  as  is   29%   47%  
  22. 22. Managed  Print  Market  PotenHal  &  Demand  Drivers   Elements  of  MPS  that  Most   Considera.on  of  Managed   Resonate  with  Customers   Print  Services  Adop.on   Over  Next  12  Months   5%   Definitely  will   85%  Cost  savings  /  lower  TCO   Consider   7%     85%  Consistent  and  reliable  service     75%  ProacHve  approach  to  printer    maintenance   32%     30%   Probably  will   26%   Consider   73%  Greater  print  cost  predictability     72%  Reduced  energy  consumpHon    through  device  consolidaHon     72%  Freeing  IT  staff  from  printer   Net  will  Not   Net  MPS    maintenance  duHes   Consider   ConsideraHon   May  or  May  Not  Consider  
  23. 23. Overview  of  Managed  Print  Service  Providers   Hybrid  approach  dominates.  Only  6%  of  channel  firms  self  classify   as  an  MPS,  but  much  larger  segment  claims  to  offer  MPS       Market  dominated  by  small  (<$10  million  in  sales)  providers  that   operate  locally  or  regionally       Most  MPS  firms  rely  on  internal  staff  for  service,  although     about  1  in  3  use  third  party  sources       Indicators  point  to  solid  growth  of  MPS  market  
  24. 24. The  Managed  Print  Sales  Process   Basis  of  Customer   Inclusion  of  Hardware  in   TCO   MPS  Engagement  with  Customer    CombinaHon  of  actual   69%   and  average  costs   54%  Customer  actual  costs   17%   26%   20%  Industry  average  costs   14%   Rarely  or   Always   Never  Source:  CompTIA’s  Examining  the  Print  and  Document  Management  Market  study   In  most  cases,  aOempt  to  Base:  247  U.S.  Managed  Print  Service  Providers   opHmize  the  fleet  upfront  
  25. 25. Needs  of  Firms  Planning  to  Enter  Managed  Print  Services  Market  BeOer  understanding  of  vendor  partner  programs   41%   Quality  lead  generaHon   36%   Technical  training   36%   MPS  markeHng  collateral   34%   Insights  into  customer  pain  points   32%   IT  cerHficaHons  or  credenHals  in  MPS   30%   Business  training  /  MPS  best  pracHces   28%   Sales  training   21%  
  26. 26. Part  3:  Healthcare  IT  Market  
  27. 27. Key  AssumpHons   Healthcare  is  a  big  market  gexng  bigger,  but…       The  current  path  is  unsustainable       New  approaches,  such  as  accountable  care  organizaHons   (ACOs)  taking  hold       Technology  is  at  the  heart  of  many  proposed  changes,  but…       Technology  is  only  a  means  to  an  end  
  28. 28. Mobile  Device  AdopHon  among  Healthcare  Providers   63%   Currently  Using   56%   Plan  to  Start  Using   25%   21%   17%   18%   13%   11%   10%   6%   Netbooks  or   Laptop  PC   Tablets   Smartphones   Laptop  PC   Notebooks   (rugged)   (standard)  
  29. 29. Medical  Apps  Usage  on  an  Upward  Trajectory   %  Using  Medical   Top  Apps  in  Use*   Apps  Daily   Epocrates   50%   Medscape   MedCalc   38%   Merck  Manual   Sermo   Skyscape   ICD  9  /  STAT  ICD-­‐9  Coder   Micromedex   Currently   Expected   Lexi-­‐Drugs  &  Lexi-­‐Interact   Usage  Next   Year   *among  healthcare  providers  in  this  CompTIA  study  
  30. 30. Channel  Concerns  with  Tablets  in  the  HIT  Space   Dealing  with  security  issues   39%  Dealing  with  customers  that  have  unrealisHc   38%   expectaHons  for  tablets   OpHmizing  workflow  to  include  tablets   36%   OpHmizing  legacy  applicaHons  for  tablets   36%   IntegraHng  tablets  into  networking   32%   infrastructure   CannibalizaHon  of  other  products   23%   61%  of  SoluHon   Providers  view   Difficulty  in  add-­‐on  sales  or  consulHng   22%   tablets  as  a  net   posiHve.  
  31. 31. SoluHon  Provider  PercepHons  of  Most  Challenging  Aspects  of  EMR/EHR  Meaningful  Use  Criteria  Networking   53%  Maintaining  up-­‐to-­‐date  list  of  acHve  diagnoses  Mobility   48%  e-­‐Prescribing   47%  Maintaining  acHve  medicaHon  allergies  list  AnalyHcs   44%  Health  informaHon  exchange  Security   44%  InformaHon  security  risk  analysis  Interoperability   41%  Clinical  decision  support  Real-­‐Hme  data   36%  CPOE  
  32. 32. Service  Offerings  to  Healthcare  Customers   64%   Custom  applicaHon  development   30%   64%   IT  repair  or  maintenance   47%   61%   Network  setup,  integraHon   55%   59%   Storage,  back-­‐up  or  disaster  recovery   43%   57%   Website/intranet  work   31%   54%   Security  related  work   39%   54%   EMR/EHR  soluHons  or  related  work   23%   47%   Firms  with   Managed  IT  services     35%   >50%  of  sales   Reselling  of  IT  hardware   43%   from  HIT   29%   42%   Firms  with   Telecom/unified  communicaHons   32%   <50%  of  sales   Consumer  electronics  related  work   27%   from  HIT   15%  
  33. 33. Thank  You  |  QuesHons?   Carolyn  April   Tim  Herbert   Director,  Industry  Analysis   VP,  Research