2011 Enterprise Applications Trends

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2011 Enterprise Applications Trends

  1. 1. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 1 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 1 http://www.einatstki.blogspot.com/ Einat Shimoni, VP & Senior Analyst Enterprise Applications http://www.facebook.com/#!/profile. php?id=621902640 http://twitter.com/EinatShimoni/ Enterprise Applications, Analytics & KM Strategies
  2. 2. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 2 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 2 SaaS Application trends ERP CRM Social CRM Customeriz ation Multi- Channel Staffing ratios Appliances Agenda: Enterprise applications, CRM, ERP
  3. 3. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 3 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 3 Scattered IT
  4. 4. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 4 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 4 General Trends General Trends • CIOs will try to bring technologies back home! • “Business – IT” conflict gets worse • Keep it simple (even if means less functionality) • Keep it easy to run (but also easy to maintain) • Today’s CAPEX is tomorrow’s OPEX • Mobile = another delivery option for applications
  5. 5. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 5 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 5 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 5 4 types: Enterprise Clouds
  6. 6. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 6 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 6 We all know SaaS is great but...
  7. 7. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 7 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 7 SaaS adoption growing but still “on the edges” Source: Informationweek General Trends “80% of new software offerings will be available as cloud services; By 2014, over one-third of software purchases will be via the cloud”. (IDC)
  8. 8. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 8 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 8 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 8 Cloud contract issues • Companies should take caution when signing SaaS contracts: Contracts are VERY favorable to the vendor Check SLA, make sure it is clearly defined Usually hard to make changes Establish an exit strategy
  9. 9. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 9 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 9 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 9 IGT, Israel SaaS Center & STKI SaaS survey: Source: SaaS survey – by IGT, Israel SaaS center & STKI
  10. 10. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 10 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 10 Compared to 30% in last year’s study IGT, Israel SaaS Center & STKI SaaS survey: Source: SaaS survey – by IGT, Israel SaaS center & STKI
  11. 11. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 11 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 11 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 11 IGT, Israel SaaS Center & STKI SaaS survey: Source: SaaS survey – by IGT, Israel SaaS center & STKI Gov + financial Industry + High Tech
  12. 12. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 12 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 12 IGT, Israel SaaS Center & STKI SaaS survey: Source: SaaS survey – by IGT, Israel SaaS center & STKI (Planned)
  13. 13. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 13 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 13 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 13 Highest Lowest IGT, Israel SaaS Center & STKI SaaS survey: Source: SaaS survey – by IGT, Israel SaaS center & STKI Last year main reason was cost-related
  14. 14. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 14 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 14 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 14 IGT, Israel SaaS Center & STKI SaaS survey: Source: SaaS survey – by IGT, Israel SaaS center & STKI
  15. 15. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 15 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 15 Applications delivery options On demand General Trends On deviceOn premise Orchestration
  16. 16. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 16 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 16 Industry in a box General Trends • Search for simplicity leads CIOs back to centralized architecture (Mainframe?) • Advantages: • Simplicity • Optimized performance • Disadvantages: • Dependency on a single vendor – procurement manager’s nightmare • Proprietary/closed technology • Danger to IT’s flexibility • Change in the ITs structure & status … as long as you stay inside the box
  17. 17. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 17 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 17 Industry in a box General Trends • Recommendations: • Establish future terms upon contract • IT department should start managing and measuring performance differently (i.e compensation based on overall performance – not on a single element)
  18. 18. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 18 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 18 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 18 CRM Main Theme 2011: “Customerization” Mobile & Social CRM Multi-touchpoint CRM
  19. 19. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 19 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 19 Technologies Maturity Model CRM Investment to make money Cut costs, Increase productivity Investment for regulations Commodity IT Services Using Implementing Looking Business Value Market Maturity Business oriented Project IT oriented Project *Size of figure = complexity/ cost of project Social CRM Analytical CRM Multi- touchpoint Scattered IT projectOperational CRM
  20. 20. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 20 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 20 CRM is Passe, new buzzwords: MCE = Multichannel customer engagement CEM = Customer Experience Management SCRM = Social CRM CEM CRM
  21. 21. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 21 Your Text hereYour Text here Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 21 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 21 The “new” CRM is about managing communities & influencers CRM 1.0 Managing Individual customers Customer A Customer B Customer C CRM 2.0 Managing influencers & ‘tribes’ Transactions Interactions CRM 3.0 Engaging & Influencing The customer The focus shift: Social CRM CRM
  22. 22. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 22 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 22 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 22 CRM meets enterprise collaboration Green Media Opportunity Amount increased to $50,100. Competitive Overview updated with competitors’ latest pricing. Livian L. The X5000 router will solve their problem. Source: Salesforce.com CRM
  23. 23. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 23 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 23 CRM 2.0 - multi-channel • Customers are “Multi-touchpoint” by nature • Customers are the ones deciding on the channels in which they prefer to work with the company (Customerization) – not us! • Multi-touchpoint customers are more loyal and active than single-channel customers • eChannels (web, mobile, email) reduce costs of traditional channels (call center, branch) CRM
  24. 24. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 24 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 24 From Multichannel (internal) to Multi-touchpoints (internal + external)
  25. 25. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 25 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 25 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 25 CRM 1.0 versus CRM 2.0 CRM Source: Fabio Cipeiani
  26. 26. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 26 26Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic Customer Center Staffing in Israeli organizations Average number of IT FTEs dedicated to CC operations (including HD, not including operators of any kind) 7.5 Application related -75% Telephony/Infrastructure related -25% CRM Source: STKI survey
  27. 27. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 27 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 27 “Customerization” • Clients are now defining the ways in which they want to receive services from their providers • This is why we will see increase in multi- touchpoint strategies, especially social media and mobile CRM
  28. 28. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 28 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 28 From CRM to SCRM: CRM Source: Chess Media Group
  29. 29. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 29 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 29 What is Social CRM (SCRM)? • An extension of CRM, not replacement • The customer is at the center of value chain (but this time we really mean it) • The customer is not just a purchaser, but is actively involved in the companies’ business • The company becomes humanized in the eyes of the customer • The company’s strategy is influenced by its customers. Products are defined accordingly
  30. 30. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 30 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 30 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 30 The simpler the experience is to the customer – the more complex it is for IT to manage CRM Source: Fabio Cipeiani
  31. 31. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 31 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 31 SCRM mistakes • Don’t outsource social activity! • IT isn’t involved (bring in the sheep), this results in:  Data silos  Disconnect from CRM processes  Customers aren’t really influencing strategy  Another sheep CRM Source: Chess Media Group
  32. 32. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 32 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 32 Levels of social media involvement 1) Create social presence 2) Listen to conversations 3) Analyze/understand 4) React (will become mostly automated!) 5) Personalize services CRM
  33. 33. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 33 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 33 Listen and understand 1) Create online presence 2) Listen to conversations 3) Analyze/understand 4) React (will become mostly automated!) 5) Personalize services CRM
  34. 34. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 34 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 34 Listening platform = social intelligence • Cloud based solutions • CRM integrated solutions • Leading tools: Converseon, Nielsen, Radian6, Cymfony, Alterian, evolve24, Dow Jones Insight • Many many startups… CRM
  35. 35. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 35 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 35 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 35 Listening platform example CRM
  36. 36. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 36 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 36 React 1) Create online presence 2) Listen to conversations 3) Analyze/understand 4) React (will become mostly automated!) 5) Personalize services CRM
  37. 37. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 37 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 37 Bank of America real time service CRM
  38. 38. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 38 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 38 Engage and Influence 1) Create online presence 2) Listen to conversations 3) Analyze/understand 4) React 5) Personalize services CRM
  39. 39. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 39 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 39 Social banking: an example of customerization in the banking industry CRM … but banks are missing all the action!
  40. 40. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 40 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 40 Social media payments
  41. 41. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 41 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 41 Multi touchpoint challenges • CIO’s headache: The challenge: address each channel differently, while establishing a single platform that can extend services to each of these channels (to enable cross- channel interactions, service levels etc.) • Service manager’s headache: The Challenge: Understand which services each customer would like to receive and in which channel / device (touch point) CRM
  42. 42. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 42 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 42 CRM - Israeli Market Positioning 1Q2011LocalSupport Market Presence SAP Siebel Microsoft Onyx Pivotal MEGACenter This analysis should be used with its supporting documents Salesforce Vendors to Watch: NetSuite (on-demand) Worldwide Leader Peoplesoft SugarCRM (open source) Cemax
  43. 43. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 43 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 43 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 43 ERP Main Theme 2011: ERP 3 – vertical and core business Controlling costs of running ERP ERP
  44. 44. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 44 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 44 ERP Life Cycle ERP 1 ERP 2 ERP 3 Basic modules HR, Logistics, Financials Portals, BI, BPM Upgrades Stabilizing the system Increase efficiency of ERP operations “Core” modules Advanced modules “smarter” processes You are here Mobility ERP
  45. 45. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 45 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 45 For generic “classic ERP” needs – international ERP players wins For vertical/core needs – local packages win 2010 was a good year for local ERP players in Israel, many vertical/core ERP installations ERP – local vs. international packages ERP
  46. 46. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 46 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 46 Technologies Maturity Model ERP Investment to make money Cut costs, Increase productivity Investment for regulations Commodity IT Services Using Implementing Looking Business Value Market Maturity *Size of figure = complexity/ cost of project Vertical/ Core modules GRC EPM/ CFO tools Classic ERP modules Mobile ERP Sustainability
  47. 47. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 47 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 47 Average size of Israeli ERP department: 15 employees Clear link between degree of customizations, nature of implementation and size of ERP staff (see next slides) Percent of ERP employees from entire IT department: 8-10% (ranged from 3%-45%) Average ratio ERP staff / ERP users: 1: 52 – 1:80 Ratio abroad: 1:31 in multiple versions installations, 1:40 for single version installation (Source: Computer Economics) ERP Staffing ratios in Israel
  48. 48. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 48 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 48 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 48 Size of ERP department depends on: ‫מעט‬ (10%>) 37% ‫משמעותי‬ (20%<) 38% ‫בינוני‬ (20%- 10%) 25% ‫בחבילה‬ ‫שנעשו‬ ‫השינויים‬ ‫מידת‬ ERP Source: STKI survey
  49. 49. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 49 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 49 And on type of use: ‫ליבתי‬ 37% ‫אדמיניסט‬ ‫רטיבי‬ 50% ‫וגם‬ ‫גם‬ 13% ‫היישום‬ ‫אופי‬- ‫ליבתי‬‫אדמיניסטרטיבי‬ ‫או‬ ERP Source: STKI survey
  50. 50. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 50 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 50 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 50 SAP staffing in Israel ‫מיישמים‬: 48% ‫מפתחים‬: 16% ‫בייסיס‬: 14% ‫תמיכה‬: 21% ‫הדרכה‬: 4% ‫חלוקת‬‫מחלקות‬ ‫תפקידים‬SAP 50% of ERP SAP department is implementers! (who perform many of the other tasks) Source: STKI survey
  51. 51. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 51 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 51 Insourcing! Organizations prefer to “go it alone” and only use outside help in new areas Even then, they want to gradually train their own people Areas in which outside help is wanted:  New modules (no knowledge)  ERP Infrastructures (portals, BI, BPM) – Fusion, Netweaver  Top experts knowledge – but only for a few hours ERP staffing trends ERP
  52. 52. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 52 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 52 ERP - Israeli Market Positioning 1Q2011 Oracle SAP Market Presence Oracle SAP B1+ All in One ONE1 ERP Movex Oracle Aviv Kav Tafnit Movex SAP B1 ONE1 ERP Priority QAD This analysis should be used with its supporting documents QAD Enterprise ERP >250 users Medium - Large ERP 100-250 users SMB ERP 20-100 users Priority Tafnit Comax MicrosoftMicrosoft Aviv
  53. 53. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 53 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 53 Big Data DW Appliances Active BI IT-user conflict Analytics MDM Mobile BI Future Trends Staffing ratio Agenda: BI, Analytics & MDM
  54. 54. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 54 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 54 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 54 Analytics & BI Main Theme 2011: Big data DW appliances The BI/Business User conflict Analytics makes a comeback Analytics & BI
  55. 55. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 55 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 55 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 55 HELP! Too much information Analytics & BI
  56. 56. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 56 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 56  Big Data – exponential database growth (>50% a year). Mainly due to web, social media and unstructured data * Source: MIT Sloan management review  Calls for better data management (move to column- based, in-memory processing)  “Small data” problems – Users create their own personal discovery environments, this phenomenon creates data governance and security issues. bring in the sheep! Major BI Trends – Part 1 Eight times the information housed in all US libraries, is being generated each day 60% of executives say they “have more information than we can effectively use”* Analytics & BI
  57. 57. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 57 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 57  Setting BI standards  Advanced analytics  Mobility analytics  Search-style querying  Rich dashboards as UI for BI tools powered by RIA such as AJAX, HTML5, Silverlight, Flash  Operational BI is a priority but is being held back by data quality issues Major BI Trends – Part 2 Analytics & BI
  58. 58. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 58 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 58 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 58 Current challenges of BI … In the eyes of IT This is a very IT- oriented survey! Analytics & BI
  59. 59. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 59 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 59 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 59 The DW/BI Iceberg What the business user sees: BI reports, analysis tool, dashboard IT/BI staff’s main effort: Data Layer, data marts, tables and OLAP cubes Data integration Data Quality Analytics & BI
  60. 60. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 60 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 60 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 60 The conflict Easy and “cool” visualization East interactive analysis Innovative BI tools Consolidated data Single version of the truth Single integrated BI suite Analytics & BI
  61. 61. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 61 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 61 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 61 Which analytic techniques are creating most value? Source: IBM INSTITUTE FOR BUSINESS VALUE • MIT SLOAN MANAGEMENT REVIEW Analytics & BI
  62. 62. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 62 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 62 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 62 So what should IT do? Advise to IT: Try to leverage new innovative options in BI suites while limiting the use of stand alone visualization tools (warning: this is a totally “IT-biased” advise) The good news: next versions of BI suites will focus on ease-of-use: visualization, search + BI, appliances for better performance, self service BI and a nice cover of dashboards Analytics & BI
  63. 63. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 63 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 63 Nothing has changed… Analytics & BI Source: http://www.slideshare.net/Timothy212/business-intelligence- business-intelligence-a-set-of-3917243
  64. 64. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 64 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 64 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 64 How top-performers use BI Source: IBM INSTITUTE FOR BUSINESS VALUE • MIT SLOAN MANAGEMENT REVIEW Analytics & BI Strategic use of BI Operational use of BI
  65. 65. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 65 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 65 Office of the CFO Analytics & BI Source: Informationweek
  66. 66. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 66 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 66 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 66 BI revenues in Israel 2010 2011 2012 2013 30.0 6.67% 32.0 9.38% 35.0 5.71% 37.0 20.0 30.00% 26.0 7.69% 28.0 14.29% 32.0 45.0 4.44% 47.0 6.38% 50.0 6.00% 53.0 4.0 50.00% 6.0 150.00% 15.0 66.67% 25.0 10.0 20.00% 12.0 16.67% 14.0 14.29% 16.0 90.0 11.11% 100.0 12.00% 112.0 10.71% 124.0 199.0 12.06% 223.0 13.90% 254.0 12.99% 287.0 office productivity portals, collaboration & social tools document mgmt & search tools multimedia mgmt tools (video and others) output mgmt tools analytics/BI / MDM/ ETL tools totals
  67. 67. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 67 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 67 BI Generations Gen. 3: Active Analytics Injecting BI into daily processes Fraud detection DW updated once a day Scaling while controlling costs Reports for operational and strategic needs Gen. 1: Passive BI Predictive Analytics Risk KPIs in BSC “Events” detection Offer management (Batch processes) Gen. 2: Active BI Real time offer management Real time Analytics & BI You are here
  68. 68. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 68 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 68 Technologies Maturity Model Analytics & BI Investment to make money Cut costs, Increase productivity Investment for regulations Commodity IT Services Using Implementing Looking Business Value Market Maturity Business oriented Project IT oriented Project *Size of figure = complexity/ cost of project Balanced Scorecard Scattered IT project Classic Passive BI Budget Planning Dashboard Advanced analytics 2nd wave Advanced analytics 1st wave Active BI MDM
  69. 69. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 69 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 69 Average Israeli ratio: BI/DW is 6% of IT department (compared to 4.3% abroad – source: Computer Economics) An average of 8 DW/BI employees in Israeli organizations Insourcing trend continues But organizations will look for outside help in analytics Israel – DW/BI Staffing ratio
  70. 70. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 70 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 70 Analytics is BACK! Conventional BI (query, reporting, OLAP) – TYPE 1 Advanced analytics (data mining, predictive analysis) – TYPE 2 “The sexy job in the next ten years will be statisticians” Hal Varian, Google Analytics & BI
  71. 71. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 71 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 71  Predictions ------------------ Data Mining/ Predictive Analysis  Locate and track risk ----- Data Mining/ Alerts  Optimize operations ------ Operational / Active BI What are the expectations from BI? (Analytics is the answer to most) Analytics & BI
  72. 72. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 72 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 72 Analytics in a box: 10-100 x faster Oriented towards business-user needs Packaged analytics But also: Closed/proprietary Creates vendor lock-in DW appliances is big Analytics & BI
  73. 73. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 73 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 73 Industry in a Box- Appliances Analytical Data Warehouse Appliances NCR Teradata Oracle Exadata IBM Netezza EMC Greenplum HP + Microsoft SAP HANA
  74. 74. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 74 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 74 LocalSupport Market Presence WebFOCUS Cognos (IBM) Microsoft Front end BI tools: Positioning in Israel 1Q2011 SAP Business Objects SAS Oracle This analysis should be used with its supporting documents Panorama This positioning includes only Front End BI tools (reporting, query, analysis, dashboards) and does NOT take into consideration the depth of analysis with these tools Qlikview Worldwide Leader Spotfire
  75. 75. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 75 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 75 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 75 Knowledge Management, Portals & Enterprise 2.0 Main Theme 2011: Social networks Enterprise portals = a commodity Move to operational unified UI KM & Portals
  76. 76. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 76 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 76 Social Networks ECM Portals Web Social commerce Social media Enterprise 2.0 Collaborati on Unstructur ed data Agenda: Knowledge management, Portals, Enterprise 2.0
  77. 77. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 77 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 77 Technologies Maturity Model Knowledge Management & Portals Investment to make money Cut costs, Increase productivity Investment for regulations Commodity IT Services Using Implementing Looking Business Value Market Maturity Business oriented Project IT oriented Project *Size of figure = complexity/ cost of project Enterprise 2.0 Scattered IT project Enterprise Portal ECM Enterprise Search Operational Portal
  78. 78. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 78 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 78 Still “a mess” in most organizations 2-3 different ECM systems Usually no enterprise search Confusion between document-centric, collaboration-centric & social-centric content Employees are demanding collaboration & mobility solutions from IT Unstructured content management KM & Portals
  79. 79. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 79 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 79 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 79 Why isn’t ECM a top priority? 12:54 KM & Portals Source: Informationweek
  80. 80. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 80 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 80 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 80 ECM + search revenues in Israel 2010 2011 2012 2013 30.0 6.67% 32.0 9.38% 35.0 5.71% 37.0 20.0 30.00% 26.0 7.69% 28.0 14.29% 32.0 45.0 4.44% 47.0 6.38% 50.0 6.00% 53.0 4.0 50.00% 6.0 150.00% 15.0 66.67% 25.0 10.0 20.00% 12.0 16.67% 14.0 14.29% 16.0 90.0 11.11% 100.0 12.00% 112.0 10.71% 124.0 199.0 12.06% 223.0 13.90% 254.0 12.99% 287.0 office productivity portals, collaboration & social tools document mgmt & search tools multimedia mgmt tools (video and others) output mgmt tools analytics/BI / MDM/ ETL tools totals
  81. 81. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 81 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 81 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 81 How many ECM systems do we need? Standards such as CMIS enable interoperability between ECM repositories KM & Portals Source: Informationweek
  82. 82. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 82 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 82 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 82 Text analytics in its infancy Only 22% are using text mining tools KM & Portals Source: Informationweek
  83. 83. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 83 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 83 LocalSupport Market Presence Documentum MOSS/MSFT- based Solutions FileNet High-End Mid-tier Enterprise Content Management (ECM) Products in Israel 1Q2011 This analysis should be used with its supporting documents Interwoven Open Text Otzar Worldwide Leader Oracle Sharedocs Artis Omnisys
  84. 84. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 84 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 84 LocalSupport Market Presence SAP EP IBM Websphere Portal MOSS Portals Positioning in Israel 1Q2011 This analysis should be used with its supporting documents Oracle + BEA
  85. 85. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 85 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 85 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 85 Types of portals Gateway Portal: “Intranet style” single-gateway to all corporate information and services. Includes data that is relevant to all employees. No personalization (corporate phone book, company rules and regulations, CEO’s announcements etc). Operational Portal: Work environment that is tailored to a specific function/ role. Unifies access to data and processes from enterprise apps: Personalization is Process-specific or role-specific. Personal Portal: A personalized environment (“igoogle” style) tailored to a specific user’s needs, highest degree of personalization. KM & Portals
  86. 86. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 86 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 86 Gateway Portals How to keep it from becoming a white elephant? How to keep it alive? Engagement with employees by: Social media Enterprise Search Better measurements, Hatmaa Enterprise Portals Current State in Israel KM & Portals
  87. 87. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 87 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 87 Operational Portals More and more operational processes will be exposed via portals – helps increase productivity and usage of applications Integration to applications is still a challenge STKI survey: 75% - Integration done by simple links; 20% - no integration; 5% - integration by web services Higher ROI and usage than gateway portals ! Enterprise Portals Current State in Israel KM & Portals
  88. 88. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 88 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 88 More use of standards More use of operational portals Increased usage of analytics and availability of solutions from vendors (i.e, IBM‟s acquisition of Coremetrics) More social media ! Enterprise Portals What’s next? Near term: 2011-12 KM & Portals
  89. 89. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 89 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 89 Video content (Vlogs) will result in need for video management and archiving Everything will be contextual Applications-like experience (vs. web) Portals will be much more personalized KM & Portals Enterprise Portals What’s next? Long term: 2012-14
  90. 90. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 90 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 90 Enterprise Portal Challenges and pitfalls HATMAA! (not an issue in operational portals) How to keep it “alive”? How much social is “too social”? Should the portal homepage be mandatory? Measurement methods KM & Portals
  91. 91. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 91 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 91 Average number of employees dedicated to portals in Israel: 2.5 employees (~2% of IT department) In 70% of organizations, portal is under the IT department Portal Staffing ratio in Israel Small departments, also doing other things (i.e Internet, document management)
  92. 92. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 92 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 92 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 92 KM revenues in Israel 2010 2011 2012 2013 30.0 6.67% 32.0 9.38% 35.0 5.71% 37.0 20.0 30.00% 26.0 7.69% 28.0 14.29% 32.0 45.0 4.44% 47.0 6.38% 50.0 6.00% 53.0 4.0 50.00% 6.0 150.00% 15.0 66.67% 25.0 10.0 20.00% 12.0 16.67% 14.0 14.29% 16.0 90.0 11.11% 100.0 12.00% 112.0 10.71% 124.0 199.0 12.06% 223.0 13.90% 254.0 12.99% 287.0 office productivity portals, collaboration & social tools document mgmt & search tools multimedia mgmt tools (video and others) output mgmt tools analytics/BI / MDM/ ETL tools totals
  93. 93. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 93 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 93 Social media – we’re just getting started! Source: Dachis Group Enterprise 2.0 Source: Dachis Group
  94. 94. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 94 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 94 Case study – Amdocs social network (“Wigloo”) – a network of experts, mapping expertise areas for employees: http://bloganke.com/amdocs-wigloo-launch-2009.html Enterprise Social Networks Enterprise 2.0
  95. 95. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 95 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 95 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 95 Social Network example: 888 with Omninet Enterprise 2.0
  96. 96. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 96 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 96 Define and track employees “specialties” Encouraging open communication between employees, between management to employees, within teams, across teams Preserve knowledge Enabling “potential experts” to express themselves Real reason: because it‟s cool! Reasons for adoption of enterprise social networks Enterprise 2.0
  97. 97. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 97 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 97 Social networks fit into Gen Y needs Source: www.kellyservices.com
  98. 98. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 98 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 98 Measurements and ROI – hard to show Adding ANOTHER channel of information – where to search or share the information??? Top executives see it as a waste of time How much social is too social? (80-20)? Security concerns (how to prevent information leakage? Setting standards Personal and professional life blend Challenges of Enterprise Social Networks Enterprise 2.0
  99. 99. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 99 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 99 Wiki example: Amdocspedia Source: http://www.slideshare.net/e2conf/ss10-sharon Enterprise 2.0
  100. 100. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 100 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 100 Stages in the project & tips for success • Define short & long term goals (internal wiki = future external wiki) • Connect to organizational goals (will help persuade executives) • Communicate value to top-management • Identify which areas can derive most value (also least suitable ones) • Combine these initiatives into processes – very important! • Establish a security and behavioral policy (disclaimer) • Evaluate tools, adapt tools to the organizations‟ needs • Decide on an assimilation strategy:  viral, top-down, “embassadors”, internal marketing • Make sure you put some preliminary useful information to stimulate employees to come back for more („one shot for a first impression‟) • Constantly monitor usage and collect feedback Enterprise 2.0
  101. 101. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 101 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 101 Issues to address in an Enterprise 2.0 project • Improve UI of the tools – most are too “technical” for non-techies to use • Try to use the enterprise portal to create context to the worker‟s processes and work environment • Usage statistics and monitoring • One way connection to HR systems for social networks (to pull out basic data) Enterprise 2.0
  102. 102. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 102 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 102 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 102 But… If you don’t build it, employees will just use whatever tools they want And you will have another sheep to bring back home… Enterprise 2.0
  103. 103. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 103 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 103 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 103 E-Business and Mobility Main Theme 2011: WWW = whatever, whenever, wherever Social commerce IT-Marketing conflict E-business
  104. 104. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 104 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 104 The (classic) Web is Dead! From browser to apps and video rich content Source: http://www.wired.com/magazine/2010/08/ff_webrip/
  105. 105. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 105 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 105 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 105 Social media is usually outsourced by marketing Social media is typically not integrated with the website and internal applications Source: Altimeter
  106. 106. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 106 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 106 Social Media - Israeli Trends The desire to find immediate solution for the changing business reality, led to markets turning to media & advertising companies instead of the IT 24% 28% 48% No one Marketing together with IT Media & advertising companies Who is in Charge of Social Media in your organization? STKI Survey 2011
  107. 107. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 107 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 107 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 107 Social media integration maturity model • Source: http://www.web-strategist.com/blog/2010/05/19/slides-roadmap-for-integration-of-social-into-your- corporate-website/ 1. No social integration 2. Link away with no strategy 3. Link away but encourage sharing 4. Brand integrated in social channels 5. Aggregate discussion on site 6. Users stay on site with social log-in 7. Social log-in triggers sharing 8. Seamless integration
  108. 108. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 108 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 108 E-business trends : Social commerce is hot! Group buying (very hot!): Zynga, Groupon, CrowdStar Real time shopping: Dell outlet on Twitter Location based: Foursquare + PepsiCo, FacebookPlaces Right now social shopping focuses on attracting potential customers more than transactions & loyalty Source: GigaOM report: “The Near-Term Evolution of Social Commerce” E-business
  109. 109. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 109 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 109 War of IT versus marketing • Cool multiple native applications? • Single web application suitable for all devices? E-business Source: Unica (Interactive marketing eBook report)
  110. 110. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 110 Einat Shimoni’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 110 Click to edit Master title style Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 110 Source: Informationweek report: “Why IT Must Sort Out App Mobilization Challenges” E-business
  111. 111. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 111 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 111 Native App vs Mobile Platforms Most ITOs are looking for solutions which allow them to build & manage business logic & content in one central place that automatically support all multiple devices & OS Which of the following approaches represent how you’ll build mobile apps for external customers in 2011? 7% 35% 58% Mobile Web Native app Mobile Platform STKI Survey 2011
  112. 112. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 112 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 112 the World Wide Trend is different
  113. 113. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 113 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 113 What can IT do? Work with marketing to integrate social media into website and applications Expose marketers to relevant technologies:  SMMS (Social media management systems):  CoTweet, HootSuite, Sprinklr, Objective Marketer, Expion, SpredFast, or Seesmic  Listening platforms  Sentiment Analysis tools  Social media Analysis  Social CRM tools (check what exists in your current CRM package, you will be surprised it most likely has some of the capabilities)  Social should be a parameter in BI  Help in measuring ROI (survey tools, BI)  Be active, not passive E-business
  114. 114. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 114 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 114 To summarize… • Bring back scattered IT projects • Watch out for potential IT – business conflict (BI, mobile, SaaS) • Consider delivery channels for each application project • Industry in a box, cloud and mobile will simplify ease of use but will require many changes from IT • Social media will become another dimension on almost all business apps • Consumerization & customerization
  115. 115. Click to edit Master title style • Click to edit Master text styles Second level Third level – Fourth level » Fifth level Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 115 Einat Shimoni’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 115 Thank you! Einat Shimoni Blog: www.einatstki.blogspot.com Twitter: EinatShimoni

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