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  • My goal this morning is to do a few things: give you a quick update and overview of Global Services today and how we're structured to meet your customer needs. Describe the trends we see; I'll give you a preview of the message I will deliver to the CIOs Focus in on how we can work together to accelerate profitable growth. particularly in one of our biggest areas of opportunity -- e-business -- and the key role that client executives must play in helping us win in that arena. I will also describe the engagement process, and introduce you to a tool we created to help you contact the right person for the right opportunity.
  • Customers express needs in four areas Global Services is engineered from the "customer-in" Customers express needs in four quadrants Business services and IT services along one axis Core and non-core functions along the other
  • Customers express needs in four areas Core business services E-commerce, customer intimacy (CRM), etc. Non-core business process services Billing and claims, payroll processing, etc. Core IT productivity Systems integration, IT consulting, etc. Strategic Outsourcing Data Center, desktop etc.
  • Our Lines of Business Global Services is aligned to address these customer needs
  • Our Portfolio Our portfolio of offerings addresses the full spectrum of these needs from concept and strategy ("What should I do?"), to full implementation and management ("manage it for me").
  • e-business is a Services Play Services are the biggest part of the e-business opportunity, and we expect this trend to continue. Why? Because customers understand that it's not about the internet, it's about internet-based business models. It's not about the dot in dot-com; it's about connecting all the dots to create a dynamic, diverse, constantly evolving integrated infrastructure that provides any information, to any user, anywhere. It requires integration of business-critical solutions like ERP, SCM, CRM and business intelligence. It requires connections among disparate operating systems and linkages among key constituencies like partners, suppliers, employees and customers
  • SSM will be integrated and closely linked with our IBM management system. As you have seen several activities and outcomes are expected as we move through the process. Almost every day, you communicate with your peers and management team about the status of opportunities in your territory. By adding a little consistency and structure to your conversations, you can ensure that our communications are net and to the point, we have clear direction about next steps, and we have a common language across TeamIBM. You'll hear more about coaching, evaluating the health of our business, and leveraging and reusing knowledge in the next part.
  • What's Hot Today?-- Web Hosting We offer the broadest scope of Web hosting capabilities Simple to complex Customer or IBM managed Dedicated or shared Customer or IBM owned Low price --> higher price We provide architecture, technology, and IT management experience for world class: Availability Performance/speed Security Scalability (server & network) Flexibility
  • What's Hot Today in the Services Space? What's Hot Today -- e-business strategy and design Increasingly, e-business relationships begin with a consulting engagement -- and scale up rapidly. You have a terrific opportunity to build your relationship with your customer... With the CIO, of course, but also by extending the relationship to key line of business executives A good example is the recent engagement we did for Thompson Corporation ... This is a great customer story that was initiated by a Client Exec. The client exec brought us into to a situation where IBM had lost a bid. Our e-business consulting team did a "diving catch," by coming in and doing a strategy consulting engagement that led to doing the corporate internet, corporate intranet and extranet, as well as the corporate strategy for e-business... What started as a small strategy engagement ended as a multimillion dollar engagement over six months. One of the real values of getting in early -- "up the value chain" is that we can help the customer connect the dots, and save money. That's the premise of our new ad campaign, which is helping us build mindshare with business leaders.. Mindshare that you can help us turn into marketshare.
  • Net.Commerce is the e-commerce solution for e-businesses. Enabling key e-commerce business processes across the enterprise. Net.Commerce Supports: CRM: Front-end catalogs, and shopping for customers ERP: Management of Product, Customer information, and order management tied to legacy systems. SCM: Support for EDI, and automated supply chains. PDM: Allow customers to participate in the product design process Integrated business processes across the enterprise.
  • This scenario illustrates how a company can acheive a wide range of business goals using the WebSphere Platform. The foundation of most of the solutions rely on WebSphere Applications Server and/or MQSeries. With this base, Into Fleece could tie together key elements in its existing configuration and build on new functions -- particularly for the Web -- to help meet their goals and objectives. Solutions such as Host Integration, Transcoding Publisher and MQ Series WorkFlow are the solutions used to grow from this base. These components harness the latest technologies and make them usable in a business setting. And this middle level of the architecture also includes tools for building and managing exciting, high performance Web sites and applications. But the real key to achieving business success is being able to differentiate from the rest of the pack. Using ingenuity Into Fleece can use the topline WebSphere Platform solutions to leap over their competition. And the correct selection of partner and ISV products further adds to the ability that Into Fleece has to pull away from its competitors.
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    1. 1. <ul><li>Services Strategy </li></ul><ul><ul><ul><li>Johnson Sherng , Dec.21, 2002 </li></ul></ul></ul>
    2. 3. <ul><li>Core functions </li></ul>Non-core functions Business services IT services Core Business Services Services support that improves the efficiency and effectiveness of core business functions Business Process Services Third party services that take responsibility for non-core business functions IT Productivity Services Services that improve the value IT systems deliver to the core business functions Strategic Outsourcing Third parties that take responsibility for IT systems supporting non-core business functions Customers Express Needs in Four Areas
    3. 4. <ul><li>Core Business Services </li></ul>Business Process Services Core IT Productivity Services Strategic Outsourcing Business services IT services <ul><ul><li>e-commerce </li></ul></ul><ul><ul><li>Customer intimacy (CRM) </li></ul></ul><ul><ul><li>Supply Chain </li></ul></ul><ul><ul><li>Enterprise Resource Planning </li></ul></ul><ul><ul><li>Knowledge Management </li></ul></ul><ul><ul><li>Business Intelligence </li></ul></ul><ul><ul><li>Systems Integration </li></ul></ul><ul><ul><li>IT Consulting </li></ul></ul><ul><ul><li>Application Development </li></ul></ul><ul><ul><li>Mergers & Acquisitions </li></ul></ul><ul><ul><li>Maintenance </li></ul></ul><ul><ul><li>Total Systems Management </li></ul></ul><ul><ul><li>IT Consolidation </li></ul></ul><ul><ul><li>Business Recovery </li></ul></ul><ul><ul><li>Data Center </li></ul></ul><ul><ul><li>Desktop </li></ul></ul><ul><ul><li>Application </li></ul></ul><ul><ul><li>Network </li></ul></ul><ul><ul><li>Web Hosting </li></ul></ul><ul><ul><li>Billing & Claims </li></ul></ul><ul><ul><li>Payroll Processing </li></ul></ul><ul><ul><li>Logistics and HR </li></ul></ul><ul><ul><li>Credit Services </li></ul></ul>Customers Express Needs in Four Areas
    4. 5. <ul><li>Business Innovation Services </li></ul>Business services Business Process Services Integrated Technology Services Strategic Outsourcing Services Core functions Non-core functions IT services Our Lines of Business
    5. 6. <ul><li>Strategic </li></ul><ul><li>Outsourcing </li></ul><ul><li>Services </li></ul>BUSINESS IT HELP ME DO IT MANAGE IT FOR ME Integrated Technology Services Business Innovation Services WHAT SHOULD I DO ? <ul><li>Industry-oriented business and process consulting, combined with e-business strategy, Web design and systems integration expertise </li></ul><ul><li>Speed in delivering integrated, end-to-end e-business solutions </li></ul><ul><li>Design, deploy and support the e-business infrastructure </li></ul><ul><li>Maximize value of IT infrastructure investments </li></ul><ul><li>Keep e-business and IT systems up and running </li></ul><ul><li>World class IT talent, infrastructure and management processes </li></ul><ul><li>Continuous, reliable management of Web sites and core business operations </li></ul>Our Portfolio
    6. 7. <ul><li>Strategic </li></ul><ul><li>Outsourcing </li></ul><ul><li>Services </li></ul><ul><li>Hosting Services </li></ul><ul><li>Application Management Services (ASPs, e-Markets) </li></ul><ul><li>IT Outsourcing Services </li></ul>BUSINESS IT HELP ME DO IT MANAGE IT FOR ME Integrated Technology Services Business Innovation Services <ul><li>E-commerce Services </li></ul><ul><li>Security & Privacy Services </li></ul><ul><li>Customer Relationship Management </li></ul><ul><li>ERP </li></ul><ul><li>Supply Chain Management </li></ul><ul><li>Business Intelligence Services </li></ul><ul><li>Procurement Services </li></ul><ul><li>e-Markets </li></ul><ul><li>Web Application Development </li></ul><ul><li>e-business Skills Development </li></ul><ul><li>Custom Systems Integration </li></ul><ul><li>Knowledge Management Services </li></ul>WHAT SHOULD I DO ? Our Portfolio <ul><li>e-business Infrastructure Services </li></ul><ul><li>IT Optimization Services </li></ul><ul><li>Systems Management Services </li></ul><ul><li>Business Continuity & </li></ul><ul><li>Recovery Services </li></ul><ul><li>e-business Strategy & Design Consulting </li></ul><ul><li>Digital Marketing & Branding </li></ul><ul><li>Networking & Connectivity Services </li></ul><ul><li>Hardware & Software Technical Services </li></ul><ul><li>IT Product Training Services </li></ul>
    7. 8. <ul><li>Strong global competency & support sturcture </li></ul><ul><li>Wide scope of services coverage </li></ul><ul><li>Best of breed customer service quality </li></ul>IGS Services Value Proposition IGS Offerings Blueprint PLAN DESIGN IMPLEMENT RUN ACCESS Business Consulting IT Consulting Total Systems Management Services Business Transformation Services Strategic Outsourcing Services <ul><li>Business Management Services/ERP </li></ul><ul><li>Business Intelligence Services </li></ul><ul><li>Supply Chain Management Services </li></ul><ul><li>CRM Services </li></ul><ul><li> </li></ul><ul><li>e-commerce Services </li></ul><ul><li>e-business Enablement Services </li></ul><ul><li>Hosted Business Application Services </li></ul><ul><li>Distributed Learning Services </li></ul><ul><li>Global Transformation 2000 Services </li></ul><ul><li>Custom Systems Integration Services </li></ul><ul><li>Business </li></ul><ul><li>Transformation </li></ul><ul><li>Knowledge Management </li></ul><ul><li>e-business Advisory Services </li></ul><ul><li>Site and Connectivity Services </li></ul><ul><li>Business Recovery Services </li></ul><ul><li>IT Product Training Services </li></ul><ul><li>Business Process Management Services </li></ul><ul><li>Application Management Outsourcing Services </li></ul><ul><li>IT Outsourcing Services </li></ul><ul><li>Network Outsourcing Services </li></ul>e-business Services <ul><li>Hardware and Software Support Services </li></ul><ul><li>Systems Management and Networking Services </li></ul><ul><li>IT Strategy </li></ul><ul><li>Business Recovery Consulting </li></ul><ul><li>Network Consulting </li></ul><ul><li>Systems Management Consulting </li></ul>BUSINESS SERVICES IT SERVICES Business Cycle IBM Global Services Greater China Group
    8. 9. <ul><li>Business </li></ul><ul><li>processes </li></ul>IT <ul><li>Distance between IT and business </li></ul><ul><li>Traditional business models </li></ul><ul><li>Consumer interacts with organisation </li></ul><ul><li>Convergence of IT and business </li></ul><ul><li>Inter Enterprise business (B2B/B2C) </li></ul><ul><li>Increase of Global reach </li></ul><ul><li>e-business models </li></ul><ul><li>Consumer interacts with IT </li></ul>customer organization information technology Business processes IT increased risks increased need for IT capability, availability & security customer organization information technology IT & business processes are converging while customers are interacting directly with IT... this leads to increased needs for IT capability, availability and security Legacy model New world model What is changing in the market?
    9. 10. <ul><li>1998 </li></ul>2003 $1.0 trillion Hardware 30% Software 14% $1.7 trillion e-business Services 56% Embedded Technology Traditional Computing 19% 11% 5% CAGR e-business is a Services Play
    10. 11. <ul><li>Performing Management </li></ul><ul><li>Quality Delivery </li></ul><ul><li>Accountability </li></ul><ul><li>Client Satisfaction </li></ul>Services Management ¿é¤J¤å¦r Verifiable Outcomes & Sell Cycles Market Management Coverage Model Client Value Marketing Resources Management Skill Certification Utilization Recognition Opportunity Management Prioritize opportunities Solution design Offerings package Business Management Profitability Quality Process Forecasting
    11. 12. <ul><li>Source: Dr. Rowland Moriarty, Cubex Corporation </li></ul><ul><li>Oxford Associates Inc </li></ul>Cost of Sale Value- Added of Sale &quot;Off-the-Rack&quot; Customized Low High A simplified channel segmentation based on Value and Cost Channel selection
    12. 13. <ul><li>Speed is the New Currency </li></ul><ul><li>Customers now require... </li></ul><ul><ul><li>Adaptive e-business strategies </li></ul></ul><ul><ul><li>Integrated business processes </li></ul></ul><ul><ul><li>A flexible, robust infrastructure </li></ul></ul><ul><ul><li>Bulletproof, earthquake-proof systems </li></ul></ul><ul><ul><li>Deep, broad technical skills... </li></ul></ul><ul><li>And they need them fast! </li></ul>
    13. 14. <ul><li>Introduction </li></ul>Different SVCS offering maturity stages fit better different channel families Mindset share Market share Revenue maximisation Profit maximisation * Especially fit if the offering has an exclusivity attribute Main goal Lifecycle phase Growth Maturity decline Time $$$ FTF, VARS, Web* Selected indirect Start migrating onto DM BP,DM (TS.TMKTG, Web) FTF And whole spectrum of Indirect Channel selection
    14. 15. <ul><li>Services Marketing Strategy </li></ul>Value Selling Solution Selling Services Selling Product Selling <ul><li>Product </li></ul><ul><li>SYS MGMT </li></ul><ul><li>NW MGMT </li></ul><ul><li>BI , CRM , ERP , SCM </li></ul><ul><li>E-Business </li></ul>
    15. 16. <ul><li>Infrastructure </li></ul>Traditional Companies Expanding business processes to the Web e-Markets Run by intermediaries ASPs / ISPs / ISVs Renting applications to businesses Dot.Coms Selling products & services Customers Technology Delivery Outsourcing Services to Hosting Partners Architecture What's Hot Today? Web Hosting
    16. 17. <ul><li>Operations </li></ul>System Integration Application Development Interactive Design Marketing Business Processes Business Strategy Architecture and Technology What's Hot Today? e-business Strategy and Design
    17. 18. <ul><li>e-Business Roadmap </li></ul>Information transmission Data access Growth based on experience Commercial transactions Value Source: McKenna Group Recognition Appear- ance Pilot Formal adoption Process invest- ment Action stages 3rd stage Open a Web site Connect to key systems Improve business processes 2nd stage 1st stage Business-mechanism barrier Security barrier <ul><li>It is said that irrespective of their industries, most corporations tackling e-business will follow much the same action stages. </li></ul><ul><li>As their e-business grows, corporations will be inevitably required to get over the security barrier and the business-mechanism barrier. </li></ul>In the process of developing e-business, corporations have to get over the security barrier and the business-mechanism barrier. That is, you have to further sophisticate your systems and innovate your business processes and business models. redefine core Process Integrate with Partner Next Generation e-Business
    18. 19. <ul><li>and how it's redefining itself at Webspeed... It's a fast-moving market converging towards ASP and transaction- based business portal models with new players entering daily. </li></ul><ul><li>Access ISPs </li></ul><ul><li>Basic access </li></ul><ul><li>Search & navigation </li></ul><ul><li>Advanced media </li></ul><ul><li>Telco NSPs </li></ul><ul><li>PSTN </li></ul><ul><li>IP backbone </li></ul><ul><li>Voice over IP </li></ul><ul><li>Web Hosters </li></ul><ul><li>Shared hosting </li></ul><ul><li>Dedicated hosting </li></ul><ul><li>Collocation </li></ul><ul><li>Wholesale ISPs </li></ul><ul><li>IP backbone </li></ul><ul><li>Wholesale bandwidth </li></ul><ul><li>ISVs </li></ul><ul><li>Packaged apps </li></ul><ul><li>Verticals </li></ul><ul><li>Cross-industry </li></ul>Licenses Subscriptions Services Rentals Transactions ALL Revenue Model <ul><li>ASPs </li></ul><ul><li>Application services (providing apps) </li></ul><ul><li>Managed services (e-commerce, messaging) </li></ul><ul><li>Outsourced function (managing infrastructure and apps) </li></ul><ul><li>Born-on-the-web </li></ul><ul><li>Auctions </li></ul><ul><li>Exchanges </li></ul><ul><li>Marketplaces </li></ul><ul><li>VARs, SIs </li></ul><ul><li>Consulting </li></ul><ul><li>Services </li></ul><ul><li>Fulfillment </li></ul><ul><li>Net.Gen ISVs </li></ul><ul><li>Web apps </li></ul><ul><li>Web Services </li></ul>B2C B2B
    19. 20. <ul><li>Growth in B2B Market </li></ul>Forrester forecasts B-to-B purchasing on Internet to grow from $43 Billion to $1.3 Trillion <ul><li>B-2-B Commerce has gone from $0 - $143 Billion (Source: Goldman Sachs) </li></ul><ul><li>125% CAGR in B-to-B Purchasing on Internet from 1998 to 2003 (Source: Forrester) </li></ul><ul><li>WW Businesses running Internet procurement applications will generate $103B in savings in 2003 (Source: IDC) </li></ul><ul><li>Early adopters of e-procurement realizing 300% ROI in year 1 (Source: Aberdeen Group) </li></ul><ul><li>Operating costs being lowered by 70% as a result of e-procurement (Source: QPEC Research) </li></ul><ul><li>105% CAGR for e-procurement application revenue to $5.3 Billion by 2003 (Source: IDC) </li></ul><ul><li>By 2003 B-2-B will be six times as large as B-2-C </li></ul>
    20. 21. <ul><li>e-business </li></ul><ul><li>Application </li></ul>Positioning of Service Providers Access e-Content Information Pervasive Computing (e-Life) e-business Infra-Structure Traditional Net. Generation Enterprises Proprietary Open environment IT M & E e-Channel Media Propagation Virtual Digital Real BroadBand/ Mobile Analog/ Wired Telcom <SP ©w¦ì> Portal Net.Gen ICP ISP Telco ASP
    21. 22. <ul><li>Business Model </li></ul>Location Partner Contents Providers ISDN/ADSLBroad Band Network Operatation center Fiancial Services Merchants Banking branch, Self service area Conveninence Store Public Area Station Shopping Mall Book store Chain Store Credit Card/Debit Card Ticketing Banks Order/Delivery Payment
    22. 23. <ul><li>Seller Centric </li></ul><ul><li>Catalog </li></ul><ul><li>Promotions </li></ul><ul><li>Pricing </li></ul><ul><li>Order </li></ul><ul><li>Payment </li></ul><ul><li>Buyer Centric </li></ul><ul><li>Procurement </li></ul><ul><ul><li>Direct </li></ul></ul><ul><ul><li>Indirect </li></ul></ul><ul><li>Ship Schedules </li></ul><ul><li>Production Schedule </li></ul>e-Marketplaces define a new e-commerce model <ul><li>Functionality </li></ul><ul><ul><li>Buyer Applications </li></ul></ul><ul><ul><li>Seller Applications </li></ul></ul><ul><li>Full Services </li></ul><ul><ul><li>Invoicing & payment </li></ul></ul><ul><ul><li>Financing </li></ul></ul><ul><ul><li>Logistics </li></ul></ul><ul><ul><li>Community </li></ul></ul><ul><li>Market Structure </li></ul><ul><ul><li>Vertical </li></ul></ul><ul><ul><li>Horizontal </li></ul></ul><ul><li>Models </li></ul><ul><ul><li>Catalog </li></ul></ul><ul><ul><li>Auction </li></ul></ul><ul><ul><li>RFP/RFQ </li></ul></ul><ul><ul><li>Exchange </li></ul></ul>e-Marketplace Seller Solution B B B B B Buyer Solution S S S S S S B S B S B S B S B e-Marketplace Solution
    23. 24. <ul><li>Suppliers </li></ul>Customers Business Integration (inter/intra-enterprise) WebSphere Commerce Suite Enterprise e-Environment Enterprise Resource Planning Supply Chain Management Product Design Management Customer Relationship Management
    24. 25. <ul><li>Delivering, Growing and Differentiating to meet Business Objectives </li></ul>Application Services Web Application Servers and Messaging Web Site Services IT Services Commerce Customer & Partner Applications SCM ERP MRO CRM Portal B2B WebSphere Web Page Builder WebSphere Application Servers MQSeries WebSphere Transcoding Publisher Development Services Enterprise Site Analyzer SecureWay Policy Director WebSphere Performance Pack VisualAge Rules VisualAge for Java WebSphere Commerce Suite WebSphere B2B Integrator WebSphere EveryPlace Suite Foundation Services Foundation MQSeries Integrator MQSeries WorkFlow PDM Deliver Grow Differentiate Content Management Business Intelligence RDBMS DB2 Directory LDAP Security SecureWay Network Mgt Tivoli Enterprise Information Portal WebSphere Domino Integration Collaboration WCS Marketplace Edition e-Marketplace