Business Value Analysis Study

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Business Value Analysis Study

  1. 1. Business Value Analysis Study Siebel Systems, Inc.: Measuring Business Value from Rapid Server Provisioning E-Business Strategies, Inc. Business Value Analysis Study Siebel Systems: Measuring Business Value from Rapid Server Provisioning Sponsored by Copyright © 2005 E-Business Strategies. All rights reserved. www.ebstrategy.com www.ebstrategy.com -1- Copyright © 2005 E-Business Strategies. All rights reserved.
  2. 2. Business Value Analysis Study Siebel Systems, Inc.: Measuring Business Value from Rapid Server Provisioning Business Value Analysis Study Table of Contents Executive Summary ............................................................................................................................................. 3 Customer Relationship Management Solutions .............................................................................................. 3 Key Business Drivers .......................................................................................................................................... 5 Key Technology Challenges ............................................................................................................................... 5 Server Provisioning Solution from Symantec.................................................................................................. 7 About OpForce Software............................................................................................................................ 7 OpForce Software Implementation........................................................................................................... 8 Consulting and Extended Support......................................................................................................... 8 Business Value of Rapid Server Provisioning ................................................................................................. 9 Eliminating Image Management ................................................................................................................ 9 Rapid Server Provisioning......................................................................................................................... 10 Increased Reliability of Server Builds ...................................................................................................... 10 Intangible Benefits...................................................................................................................................... 11 Summary.............................................................................................................................................................. 11 E-Business Strategies, Inc. E-Business Strategies (ebs) is a technology research and ROI consulting practice. The company offers cutting-edge research, customized consulting services, white papers and innovative educational programs. E-Business Strategies’ services are designed to give companies the ability to sense, adapt, and respond quickly to changes in the marketplace. www.ebstrategy.com -2- Copyright © 2005 E-Business Strategies. All rights reserved.
  3. 3. Business Value Analysis Study Siebel Systems, Inc.: Measuring Business Value from Rapid Server Provisioning environment—in the case of Siebel, Microsoft Executive Summary Windows Server, Red Hat Enterprise Linux, SUSE Siebel Systems, Inc., founded in 1993, is the world's Linux, Sun Solaris, HP-UX, and IBM AIX leading technology and services provider of operating systems—and the flexibility provided by solutions that help organizations optimize their OpScripts scripting language. people, processes, and technology around their OpForce software automates the process of building customers. An outgrowth of their tremendous and operating a server infrastructure by creating success is an expansive image-based snapshots solutions portfolio of more containing the complete than 500 products—all Fact File for Siebel software environment of a requiring certification on many different hardware platforms Systems, Inc. server. The snapshot captured by Veritas OpForce includes and operating systems. an operating system, other Founded: 1993 Business Problem: With such software and data, and a Industry-specific applications: 23 a large, complex, and configuration. The software Employees: More than 5,000 manages the snapshots and constantly innovating product portfolio, managing and Headquarters: San Mateo, California eliminates the manually supporting the test and product Worldwide Offices: 63 intensive administrative tasks demonstration environment is Revenue: More than $1.3 billion in as soci ated with s erv er a business-critical activity. 2004 provisioning. However, this process was Live users: More than 3 million Business Value: The benefits previously very labor intensive. Systems deployed: More than 4,000 of an enterprise server The complex environment companies around the world provisioning solution based on required lengthy and R&D investment: Cumulative $2 OpForce software fall into troublesome builds for billion to date three operational areas, with Microsoft Windows-, UNIX-, an aggregate savings of $5.1 and Linux-based servers; the million: time required to execute these builds had a negative impact across product development, customer Labor savings from eliminating image support, and sales areas. management Siebel turned to Symantec Corporation for a Labor savings resulting from rapid server solution based on Veritas OpForce software not provisioning for solution proof-of-concepts and only to streamline its server provisioning process but demonstrations to develop a new, innovative, and exciting level of Increased reliability of server builds operational efficiency that was not previously attainable. Siebel wanted to design and implement an employee self-service server provisioning model that Customer Relationship would allow its IT staff to transfer the business of server builds to the Siebel development, system Management Solutions engineering, and customer support staffs, all of In today’s highly competitive business environment, which would use pre-developed building blocks to building outstanding customer relationships is satisfy their own server provisioning needs. crucial to success. Siebel is a worldwide leading Solution: Siebel’s decision to use Veritas OpForce provider of solutions that assist enterprises in software for achieving its vision of self-service server organizing their processes and technology around provisioning centered around two main strengths of their customers. This type of system is referred to as the software: its ability to support a heterogeneous www.ebstrategy.com -3- Copyright © 2005 E-Business Strategies. All rights reserved.
  4. 4. Business Value Analysis Study Siebel Systems, Inc.: Measuring Business Value from Rapid Server Provisioning customer relationship management (CRM), and Call Center and Service: Assists companies in Siebel is the pioneer force in the CRM space. delivering improved customer service, while reducing the cost of serving customers. Founded in 1993, Siebel started shipping its first product in 1995. Since then, the company has Customer Order Management: Accelerates experienced tremendous growth. Today, the number the quote-to-cash process by creating relevant of installed users is over 3.7 million. This user base offers and promotions for customers. covers Siebel’s extensive product portfolio of more Marketing Automation: Enables the than 500 products across 23 industries in 20 execution of personalized campaigns languages. synchronized across all channels. Siebel’s focus from the day of its founding has been Partner Relationship Management: on customer relationships. Tom Siebel, the founder, Simplifies management of complex partner believed strongly that organizing information around relationships. customers leads to outstanding customer Sales Force Automation: Allows sales experiences, which, in turn, delivers superior organizations to share information across teams business results. Siebel’s solutions are and manage the sales pipeline. comprehensive across the entire CRM landspace and include: Siebel supports its varied offerings with global services. One product from Siebel Services’ portfolio Business Analytics: Integrates data from is the Customer Experience Blueprint, a six-stage multiple enterprise sources and transforms the plan that enables companies to achieve business data into important insights that enable decision results quickly and cost-effectively. Siebel Services makers. covers the sales methodology area with a product CRM OnDemand: Provides hosted CRM called OnTarget, which provides a variety of sales solution. consulting and sales training services. Siebel Services also offers implementation and change Customer Data Integration: Facilitates the management services that help customers get the integration of data from various sources to most out of their investment. provide a complete enterprise-wide view of the customer. 3.2 M 2.9 M 2.2 M 1.3 M 1M 600,000 0 500 4,000 20,000 60,000 200,000 1993-4 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 1Q 2005 Figure 1: Siebel User Growth (Source: Siebel Systems) www.ebstrategy.com -4- Copyright © 2005 E-Business Strategies. All rights reserved.
  5. 5. Business Value Analysis Study Siebel Systems, Inc.: Measuring Business Value from Rapid Server Provisioning With such a diverse product portfolio, managing and range of functionality—on one level, offering highly supporting the test and product demonstration specific process solutions like call center environment was very labor intensive. And the management; and, on another level, offering environment required time consuming and complex industry-specific solutions tailored for areas such as server builds for the company’s various operating the healthcare or automotive markets. These factors systems—Microsoft Windows, Sun Solaris, HP-UX, prompted the rapid growth in Siebel’s product IBM AIX, Red Hat Enterprise Linux, and SUSE portfolio to more than 500. Linux. The time required to execute these builds had a negative impact across product development, Siebel’s large product portfolio required certification customer support, and sales areas. on many different hardware platforms and operating systems. The resulting complexity had a significant To solve this critical bottleneck in the solutions impact on a number of operational areas. In 2004, management process, Siebel turned to Symantec the IT team began searching for a solution that (formerly Veritas Software) for a solution based on would deliver the following via rapid server Veritas OpForce software, which not only provisioning: streamlined the company’s server provisioning process but moved its IT environment to a new Proof-of-concepts and Demonstrations: frontier of operational efficiency. More rapid turnaround of proof-of-concepts and demonstrations as a critical element in shortening the sales cycle and creating revenue Key Business Drivers impact. Customer Support: The need to improve Competitive pressures in the CRM area began troubleshooting and problem-solving increasing in the early 2000s, making it necessary for capabilities by enabling customer support to the technology companies behind these applications rapidly build a replica of a customer’s IT to look for new ways to distinguish themselves in environment. the marketplace. Several factors contributed to the upsurge in competition. First, the ERP vendors Product Development and Testing: Bringing (such as SAP AG) began moving into the CRM products to market faster by creating a rapidly space, seeking new revenue streams, as customer configurable test environment that facilitates facing technologies began to show signs of mass beta testing across a wide variety of computing platforms. adoption and maturity. The other competitive factor is the emergence of hosted CRM solutions; Salesforce.com is a well-known example of this type Key Technology Challenges of approach. These solutions offer lower initial capital investments and can accelerate time-to- Pradeep Singh, Director of Compute Utility at market requirements, making them very appealing to Siebel, and Paco Calderon, Senior Manager small and medium-sized businesses (SMBs). To Windows Compute Utility, teamed to develop a remain competitive, CRM technology vendors such solution for streamlining the server provisioning as Siebel sought new, innovative ways to deliver process. The complex environment was causing value-add solutions to the SMB segment, a virtually lengthy and troublesome server builds, which, in untapped CRM revenue stream. turn, were impacting product development, customer support, and sales areas. Completing the competitive landscape, IT organizations began minimizing vendor usage to The provisioning process involves creation of a better facilitate integration and enable automation of server object and placing an up-to-date snapshot or more complex processes. CRM technology pioneer an image on the corresponding physical server asset. Siebel and other established CRM vendors The compute utility team faced the challenge of responded to this challenge by offering a broader managing an immense number of images for each of www.ebstrategy.com -5- Copyright © 2005 E-Business Strategies. All rights reserved.
  6. 6. Business Value Analysis Study Siebel Systems, Inc.: Measuring Business Value from Rapid Server Provisioning the different hardware pieces, operating systems, and more streamlined, efficient component to the languages supporting the company’s expansive process by introducing employee self-service. They product portfolio. The source image had to be kept would transfer the server builds to the development, up to date across multiple system versions. The system engineering, and customer support staffs, existing process involved the daily processing of who would use pre-developed building blocks to operating systems and software for reconfiguration satisfy their own server provisioning needs. The of servers that were being turned over for different building blocks would be created and maintained by development and engineering groups within Siebel. the system administration staff and made available through a centralized web console. Each team would The main obstacle in the provisioning process was handle its own requirements by choosing an the sheer size of the server environment—Siebel has available server and directing the server build more than 3,500 servers across its enterprise, through the building blocks, containing both including more than 1,000 test and development Microsoft Windows Server and UNIX versions, as servers running the Microsoft Windows Server , Red Hat Enterprise Linux , SUSE Linux, and UNIX (Sun Solaris, IBM AIX, HP-UX) operating environments. Extensive Server Environment at The company’s Salt Lake City, Utah data center houses approximately 900 of the machines, with the Siebel Systems remainder in the San Mateo, California data center facility. For Calderon and Singh, this meant that they 170 Sun Fire V440 servers running the Solaris 9 Operating System had to manage more than 200 images across the 1,000-machine environment. This included ensuring 780 IBM Blade Center Servers running Microsoft Windows Server 2000 or 2003, Red Hat that frequent patch releases for Microsoft Windows Enterprise Linux, and SUSE Linux Server were correctly applied. In addition, they had 500 IBM p-Series servers running IBM AIX to maintain an audit/tracking method for changes to UNIX- and Linux-based server images. 77 IBM Blade Center HS20 and HS40 running Microsoft Windows Server 2000 or 2003 Calderon and Singh wanted to move beyond image 170 various HP servers running Microsoft management and envisioned the ability to bring a Windows Server 200 or 2003 and HP-UX Web presentation of server provisioning building blocks Veritas OpForce deployed on a Sun Fire V440 running Solaris 9 Operating System Approximately 1,527 IBM and HP servers running Microsoft Windows, Red Hat Enterprise Linux, SUSE Linux, IBM AIX, HP-UX 170 Sun Fire V440 servers running the Solaris 9 Operating System Figure 2: OpForce Software-based Architecture at Siebel www.ebstrategy.com -6- Copyright © 2005 E-Business Strategies. All rights reserved.
  7. 7. Business Value Analysis Study Siebel Systems, Inc.: Measuring Business Value from Rapid Server Provisioning well as a variety of software applications such as Veritas OpForce software from Symantec for Microsoft Office and, of course, Siebel products. enterprise-class server provisioning. With a relationship dating back nearly four years, to 1999, In April 2004, Calderon and Singh began building a Symantec and Siebel built upon previous successful small proof-of-concept that would save an image implementations using Veritas NetBackup, Cluster snapshot and load the image to a different target of a Server, and Storage Foundation software for similar type. The goal was to datacenter availability. create a more predictable process and avoid various “I was very impressed that OpForce Siebel selected OpForce system administrators software enabled us to provision 42 software for self-service sever configuring operating system separate blade servers in a matter of provisioning on the basis of and software packages hours. Further, the provisioning was two primary attributes: its manually. It was during this reliable and predictable. ” support for heterogeneous timeframe that the company — Pradeep Singh environments—including all first used Veritas OpForce Director, Compute Utility server platforms within the software from Symantec for Siebel Systems, Inc. Siebel datacenter—and server provisioning. flexibility provided by its OpScripts scripting language. Server Provisioning About OpForce Software Solution from Symantec OpForce software automates the process of building and operating a server infrastructure by creating In April 2004, Symantec was asked to participate in image-based snapshots containing the complete the proof-of-concept. Siebel wanted to leverage software environment of a server. The snapshot Functional Area Capabilities Server Discovery Automatically discovers new (bare metal) servers as well as active servers. Operating System Discovery and Saves an operating system “snapshot” from a server. This snapshot can be used to Provisioning provision multiple servers with an identical configuration. Software Discovery and Discovers what software is currently installed on each server and deploys additional Provisioning applications to those servers. Web Administration Centralizes all OpForce software functions in a web browser that can be securely ac- cessed from anywhere in the world. Heterogeneous Support Supports most major operating systems and server devices, including the Solaris Operating System, IBM AIX, Microsoft Windows Server, HP-UX, Red Hat Enterprise Linux, and SUSE Linux. Network Personalization In addition to configuring the Operating System and applications, OpForce software can configure network settings such as IP address, hostname, and DNS settings. Table 1: Comprehensive Functionality of OpForce Software www.ebstrategy.com -7- Copyright © 2005 E-Business Strategies. All rights reserved.
  8. 8. Business Value Analysis Study Siebel Systems, Inc.: Measuring Business Value from Rapid Server Provisioning captured by OpForce software includes an operating of OpScripts that would ultimately provide end system, other software and data, and a configuration. users with the ability to provision their own servers. OpForce software manages the snapshots and The idea was to create a single OpForce software eliminates the manually package for every available intensive administrative tasks software package that might associated with server “Creating an OpScript is a simple task. It need to be installed; software provisioning, including tasks is very clear and straightforward, and it is packages could be Microsoft- in complex, heterogeneous an ‘out-of-the-box’ capability using related products or database environments. OpForce software. OpScripts are critical packages from IBM. The to our vision of user self-service ability to create an entire OpForce software provides provisioning.” range of scripts gave Siebel extensive support for most developers and engineers the major server and blade — Paco Calderon ability to install different Senior Manager, Windows Compute Utility platforms, with support for Siebel Systems, Inc. CRM packages and test them most operating systems, on a given, known platform. including Microsoft The platform would require a Windows Server, the Solaris Operating System, Red certain number of packages from Microsoft, IBM, Hat Enterprise Linux, SUSE Linux, HP-UX, and Citrix, etc. in order to test or demonstrate the IBM AIX. The software can also support the particular Siebel system. There were approximately concurrent management of mixed VLAN and non- 50 software packages involved in this CRM server VLAN network topologies. platform testing effort. A key piece of functionality based in OpForce To understand the power of OpScript, consider an software are OpScripts—server-side scripts that example involving Adobe Acrobat. Imagine that automate provisioning tasks. The scripts are built Adobe Acrobat makes an update to the Adobe using a Java API interface and leverage the power Acrobat software application. Using the previous and flexibility of Java technology. OpScripts are process that Siebel followed, the Adobe Acrobat created by specifying a sequence of OpForce update would need to be made to each of the 200 software commands. OpForce software also images residing on various hardware provides a web-based console that enables environments—a time-consuming process. Today, provisioning and management of servers with a with OpScripts, the update needs to be done once standard, easy-to-use web interface. and is then integrated into the script program. As OpForce Software Implementation In October 2004, Siebel began the first step toward OpForce Software Implementation server provisioning automation with the Timeline implementation of OpForce software. The initial focus was to manage the already existing images with April 2004 — Proof-of-concept started the software—a relatively straightforward task, as July 2004 — Veritas OpForce selected to one of the core strengths of OpForce software is the automate server provisioning efficient management of multiple images. October 2004 — Veritas OpForce used to In the early implementation stages, the process of manage images using existing process provisioning and re-provisioning servers remained January 2005 — Symantec Global Services unchanged—relying on images. But Singh and engaged to begin building à la carte process Calderon wanted to quickly move beyond that June 2005 — OpForce software deployed across Microsoft Windows Server-, Red Hat Enterprise process and implement the “à la carte” capability. Linux-, and SUSE Linux-based environments Implementation of the à la carte provisioning July 2005 — OpForce software deployed across capability started in January 2005, with the creation server environment running the Solaris Operating System www.ebstrategy.com -8- Copyright © 2005 E-Business Strategies. All rights reserved.
  9. 9. Business Value Analysis Study Siebel Systems, Inc.: Measuring Business Value from Rapid Server Provisioning users require Adobe Acrobat for their particular that the new Siebel OpScript administrators could environment, they simply execute the OpScript for manage the new server provisioning environment in the corresponding server build. an optimal manner. Symantec Education Services also delivered three training classes focused on the Consulting and use of the web-interface tool Extended Support used by developers and end “We would not have been able to deploy VERITAS Consulting this at all without assistance from Veritas users to perform server builds. (now part of Symantec Consulting. The consultants, in addition to Global Services), working Business Value product engineers, provided us with the in conjunction with expertise we needed to make the OpForce product implementation a success.” of Rapid Server engineers, was instrumental in helping Calderon and — Pradeep Singh Provisioning Director, Compute Utility Singh transition to a self- Siebel Systems, Inc. The solution from Symantec service server provisioning is driving measurable business environment. Consultants value for Siebel. These break and engineers created an implementation roadmap into three basis categories: and a project plan to ensure a smooth integration path. With approval to move forward, the team Labor savings by eliminating image began to build the critical, specific use case detail management needed to achieve all of the project milestones. Labor savings resulting from rapid server Veritas Consulting also provided OpScript templates provisioning for solution proof-of-concepts and for Siebel administrators to use for creating specific demonstrations scripts for a particular software package. Increased reliability of server builds In addition to architecture design and implementation assistance, consultants and Eliminating Image Management engineers from Symantec provided a number of The OpForce solution eliminates time-intensive training sessions to the Siebel team to help ensure image management processes for Siebel. The previous process for image updating took an Image Updates/Year Hours/Incident Annual Savings Image Management Before 800 500 US$240,000 OpForce Net Annual Savings US$240,000 Process Eliminated Assumptions: Average burdened salary per year = US$120,000 (US$60 per hour) Images updated once per quarter = 200 * 4 = 800 Image update occurs across Microsoft Windows Server, UNIX, and Linux platforms Table 2: Business Value from Elimination of Image Management www.ebstrategy.com -9- Copyright © 2005 E-Business Strategies. All rights reserved.
  10. 10. Business Value Analysis Study Siebel Systems, Inc.: Measuring Business Value from Rapid Server Provisioning administrator five hours per image to complete and using a burdened rate of US$60 per hour, involved repeated updating and testing. E-Business Strategies ascertains annual savings of US$984,000. Table 3 illustrates these savings. Assuming an average burdened salary of US$60 per hour for an administrator and assuming that all Increased Reliability of Server Builds updated images were updated once a quarter, the Eliminating the process of image management can business value created by virtually eliminating this significantly improve the reliability of server builds. process creates an annual savings of US$240,000 per Each application and server service must be updated year. The analysis behind the numbers is broken out manually and configured appropriately for each host. in Table 2. The end result can produce a number of critical errors, including: Rapid Server Provisioning OpForce streamlines server provisioning via support Wrong version of operating system for OpScripts. Deploying multiple servers is a time- Missing patches consuming process, involving the installation of operating systems as well as applications and Software or library dependencies patches. E-Business Strategies estimates the time to perform these two steps for a manual server Interrupted installations provisioning process to be approximately nine hours Manual configuration errors per server. A self-service server automation solution based on OpForce software cuts an average of eight The cumulative result for Siebel was a high number hours from this manual process. of server rebuilds requiring extra labor for execution. Errors with the server builds also delay time to In Siebel’s extensive test and development deployment for each server provisioning—which, in environment, 1,025 servers are deployed between some instances, might be related to a critical test, the company’s Salt Lake City and San Mateo proof-of-concept build, or solution demonstration. datacenters. Assuming that each machine is rebuilt E-Business Strategies estimates, given the size of the twice a year, a relatively conservative estimate, and test and development environments, faulty server Total Number of Rebuilds/ Hours Saved Annual Servers machine/year per Build Savings Rapid Server Provisioning 1,025 2 8 US$984,000 Net Annual Savings US$984,000 Process Improved Assumptions: Average burdened salary per year = US$120,000 (US$60 per hour) Machines rebuilt at least twice per year Table 3: Business Value from Rapid Server Provisioning www.ebstrategy.com - 10 - Copyright © 2005 E-Business Strategies. All rights reserved.
  11. 11. Business Value Analysis Study Siebel Systems, Inc.: Measuring Business Value from Rapid Server Provisioning rebuilds would occur 50% of the time, primarily The à la carte approach enabled by the OpForce because of the complexity of the image management software improves administrator productivity, environment. allowing the re-routing of critical resources to tasks that could not be addressed before. Specifically, By eliminating the image management process and rather than “fire fighting,” Siebel administrators are automating the server provisioning process, able to proactively create tools or work on projects OpForce software significantly increases the that improve the resiliency of the infrastructure or reliability of server builds and eliminates labor enhance service delivery to customers. associated with rebuilding and correcting a faulty provisioning for Siebel. One final benefit of using OpForce software is worth mentioning. OpForce software allows Siebel With all 1,025 servers managed by OpForce administrators to draw user authentication via software, assuming that each machine would be Microsoft Active Directory whenever creating a rebuilt twice per year (the first time) and that half of corresponding LDAP group for newly integrated those efforts would require a second rebuild, applications. As a result, administrators are not significant savings can be realized by improving the burdened with the requirement to maintain two reliability of the process. Using a fully burdened rate directories of log-in names for their entire user base. of US$60 per hour, labor savings amount to US$492,000 annually. Table 4 illustrates this benefit. Intangible Benefits Summary While a significant amount of information in this Siebel’s ambitious goal of achieving employee self- document is devoted to illustrating the quantitative service for server provisioning is yet another value of the OpForce software solution for Siebel, operational innovation—with the help of OpForce there are intangible benefits as well. Eliminating risk software from Symantec—that will help keep the IT and security issues associated with the manual image solutions company at the forefront of the CRM process is one such benefit. Ensuring that each industry. The quantifiable benefits Siebel is enjoying image has appropriate operating system patches and translate into very real, relevant takeaways for IT antivirus updates was an intensive and error-prone managers and directors everywhere—across a large aspect of that process. Elimination of the manual cross section of industries: image management process also reduces security risks. OpForce software enables IT managers to provision servers and blade assets. Total Number of Rebuilds/ Reliability Annual Servers Machine/Year Improved Savings Rapid Server Provisioning 1,025 2 .50 US$492,000 Net Annual Savings US$492,000 Process Improved Assumptions: Average burdened salary per year = US$120,000 (US$60 per hour) Machines rebuilt at least twice per year Table 4: Business Value via Elimination of Faulty Server Builds www.ebstrategy.com - 11 - Copyright © 2005 E-Business Strategies. All rights reserved.
  12. 12. Business Value Analysis Study Siebel Systems, Inc.: Measuring Business Value from Rapid Server Provisioning OpForce software enables server provisioning automation. These labor savings are in large, complex, multi-operating system summarized in Table 5. environments. The deployment of the technology must be backed Automation of server provisioning tasks not by reliable services. Leveraging Veritas Consulting only saves times but ensures accuracy of the for comparable projects, organizations can shorten server builds. Concurrently, server provisioning deployment cycles and lower costs. For complex IT management and automation provide peace of projects like this deployment, organizations should mind that servers and applications are running seek services assistance with architecture design, smoothly on a daily basis. implementation, and training. Singh identified their Costly and unwieldy image management involvement as essential to the successful execution process eliminated via innovative à la carte of their 15-month project. process allows end users to create their own server builds. When all of the savings are compiled from the three above business value categories, E-Business Significant labor savings can be realized using Strategies identifies more than US$5 million in OpForce software for self-service server savings over a three-year period. Annual Savings 3-Year Total Image Management Process Elimi- US$240,000 US$720,000 nation Rapid Server Provisioning Process US$984,000 US$2,952,000 Improvement Rapid Server Provisioning Reliabil- US$492,000 US$1,476,000 ity Improvement Total Three-Year Savings US$5,148,000 Table 5: Business Value Summary E-Business Strategies (ebs) is a technology research and ROI consulting practice. Since its inception, the company’s focus has been on the 3C's — Conceptualize, Communicate and Create. Known for our real-world E-Business Strategies, Inc. experience, consultative style, and pragmatic approach, ebs provides strategic guidance to clients by delivering analysis, market R&D for Next-Generation Solutions research, white papers, and consulting services. 4080 McGinnis Ferry Road ebs is committed to helping its clients overcome market challenges and Suite 603 improve their business practices. ebs specializes in e-business, mobile Alpharetta, GA 30005 solutions, business process outsourcing (BPO), offshore outsourcing, Phone: (00-1) 678-339-1236 CRM, and Supply Chain processes and technology architecture. Fax: (00-1) 678-339-9793 Focused on information technology enabled solutions, the company offers Email: contact@ebstrategy.com cutting-edge research, customized ROI consulting services, and innovative Visit us on the Web: educational programs. ebs services are designed to give companies the www.ebstrategy.com ability to sense, adapt, and respond quickly to changes in the marketplace. The information contained in this report represents the current view of E-Business Strategies (ebs) on the issues discussed as of the date of publication. It should not be interpreted to be a commitment on the part of ebs or VERITAS, and ebs cannot guarantee the accuracy of any information presented after the date of publication. www.ebstrategy.com - 12 - Copyright © 2005 E-Business Strategies. All rights reserved.

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