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Office of the CIO
      2009
 Your Text here                                                                                  Your Text here




                          Galit Fein
                    VP & Senior Analyst
                Office of the CIO Strategies


           Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic   1
Agenda

1
    IT Trends 2009
2   IT Budget Mngt

3   Officehere the CIO/ ITAM
              of
    Your Text                                                                                   Your Text here


4   Sourcing/ Cloud Computing

5 Conclusion
   Enterprise Risk Mngt
6   Mobile/ Social Networks
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STKI Israeli Positioning
                  • Not a technological positioning, refers only to Israeli market
                  • Focused on enterprise market (not SMB)
                                                                                                               Vendor A
                  • Not an STKI recommendation
                    Market Presence (X)                                                 Vendor B

                            Market share - existing and new sales (more emphasis)
Local Support




                            Mind share (how user organizations rate vendors)
                        Your Text here                                                                                  Your Text here                Worldwide
                    Local Support (Y) – is influenced by (X)
                                                                                                                                                      Leader
                            Experience & technical knowledge, localization,
                             support, number and kind of integrators
                   Worldwide leaders marked, based on global positioning
                   Vendors to watch: Are only just entering Israeli Market
 Vendors to Watch:
                                 so can’t be positioned but should be watched
                Vendor C
                                                       Market Presence
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General
IT in Aggressive Cost-Cutting Times                                                                                               Trends



     IT Market
 decreasing -12.53%                                  Capex Crisis                                      IT budget mngt
   IT Budget cuts



  Need for better IT
     Your Text here                                                                                 Your Text here
                                                  Increased focus
    investments                                                                                       Office of the CIO
                                                       on ITG
    optimization


                                                    Shift to                                            IT Asset Mngt
 Technology budget
                                                 discretionary
   is mostly non-                                                                                    Sourcing Models
                                                cost basis when
    discretionary                                                                                    Cloud Computing
                                                    possible

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General
IT in Aggressive Cost-Cutting Times                                                                                                Trends


    Financial crisis
     forced better                                Increased spend                                            Enterprise Risk
  regulations & risk                               on IT risk mngt                                               Mngt
         mngt


     Complex IT
    environment
     Your Text here                                 Set standards,                                   Your Text here
                                                   best practices &                                          ITIL, CobiT, ISO
   requires heavy                                  methodologies
      support



                                                      New business                                                   Mobile
     Innovation
                                                        models                                                      Web 2.0


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General
    Actions taken to cut IT costs                                                                                                         Trends


                                                                    Jan-

         Restrict IT travel expenses

                    Freeze IT hiring

 Postpone discretionary IT projects
            Your Text here                                                                                  Your Text here
   Renegotiate IT vendor contracts

Freeze or cancel IT capital spending

Reduce spending on IT staff training

              Reduce IT headcount


                                                                                                                   Source: CIO IT Budget & Staffing Survey

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Top IT’s Priorities for 2009                                                                                           General
                                                                                                                                         Trends
                            in Israel


         Consolidation of IT infrastructure

                 Renegotiation of contract

  Selection of IT investments based on ROI
           Your Text here                                                                                  Your Text here
                      Business Intelligence

  Requirement and Portfolio management

Improvement of IT security and compliance

      Automation and outsourcing testing

                                                                                                                                           Source: STKI
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Technologies Maturity Model                                                                                                  General
                        2009                                                                                                              Trends

Business Value
  Investment                                                                                    Web
                                                                                                                  Mobile
                                                                                                2.0              for CEM
to make money
                                                                        Mobile 4
       Cut                                                              internal
                                                                         needs             PPM                   OTC                         IT Project
 costs, Increase
                                                                                                                                                Pure
  productivity                             Project                    Resource          Demand
                                                                                         mng
                                                                                                     Asset                                    Business
                                                                        mng                          mngt                                      Project
          Your Text here                    mngt                                                           Your Text here
 Commodity IT          Help                                                                                                              Size of figure =
                                                                                                                                          complexity/
   Services            Desk                                                                                                              cost of project




  Investment                                                                                            SOX
for regulations                                                                                        for IT



                               Using                       Implementing                                     Looking
                                                        Market Maturity
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IT Budget
IT in Aggressive Cost-Cutting Times                                                                                                  mngt




    Your Text here                                                                                  Your Text here
   IT Budget Cuts                                    Capex crisis                                      IT budget mngt




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IT Budget
  IT Budget Reduction                                                                                                                   mngt




Capex Crisis - cash                               flow                     is the KING


Move from Capex/Opex to Zero-based budgeting
       Your Text here                                                                                   Your Text here


Trade non-discretionary costs for


 discretionary costs

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IT Budget
Capex - Capital Expenditure                                                                                                             mngt


 Allowed company to

increase their profit

in the yearly report by
       Your Text here                                                                                   Your Text here
to   depreciating
     the investment

over several years


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IT Budget
  What is Capex ?                                                                                                                      mngt


Company„s physical assets:



      Your Text here                                                                                   Your Text here




              Capex can include everything
  from repairing a roof to building a brand new factory

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IT Budget
   Zero-Based Budgeting                                                                                                                   mngt



Bottom Up Budgeting - justification of all
  expenses must be done every year

Every function within an organization is
                    its needs & costs
        Your Text here                                                                                   Your Text here
 analyzed for

Zero-Based Budgeting is built based on what is needed for
 the upcoming period
                     Instead of Top Down Budgeting
                                                                                                                                  Definition: Investopedia
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IT Budget
  History Based Budgeting                                                                                                               mngt




Establishing budget targets in percentage

  increments/reduction:                                               “next year 10% less!”
       Your Text here                                                                                   Your Text here
Allocates resources based on allocations from the

  previous period




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IT Budget
 Non-Discretionary Costs                                                                                                               mngt



IT budget with previous commitment & no flexibility




      Your Text here                                                                                   Your Text here




                     Current high non-discretionary costs
                           prevent business agility
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IT Budget
  “Hidden” IT costs                                                                                                                     mngt




Expenses assigned before the budget year:
  • People cost (internal staff)

  • Professional services based on annually contracts
       Your Text here                                                                                   Your Text here
  • HW & SW maintenance (annual app maintenance fees)

  • Data Storage, Networks, Mandatory & ―must‖ projects




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Trade non-discretionary costs                                                                                             IT Budget
                                                                                                                                 mngt
       for discretionary costs

           Discretionary                                                Non-discretionary




Your Text here                                                                                   Your Text here




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Non-Discretionary vs. Discretionary                                                                                                   IT Budget
                                                                                                                                            mngt

      What % of your total budget is devoted to Non-discretionary items
  (infra, support & maintenance) or Discretionary items (new capabilities)?


                 Unsure                 4%



           Your Text here                                                                                   Your Text here
    Discretionary spends                                                                    36%




Non-Discretionary spends                                                                                                           60%



                             0%             10%              20%             30%             40%             50%              60%         70%

                                                                                          Source: CIO magazine quot;the State of the CIOquot; online survey 2008
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How to Increase                                                                                              IT Budget
                                                                                                                                  mngt
               Discretionary Budget?



     ITG                                 IT asset                                                     IT
                                       management                                                procurement
• Office of the
                                    • Software                                                • Sourcing models
  CIO Text here
    Your                                                                                        Your Text here
                                                                                              • Prof. services
• Agility                             licenses                                                • Cloud computing
• Portfolio
  mngt



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Office of
IT in Aggressive Cost-Cutting Times                                                                                               the CIO




  IT Your Text here
     investments                                  Increased focus                                    Your Text here
                                                                                                       Office of the CIO
   optimization                                        on ITG




                    Upcoming STKI Round Table
                  on Office of the CIO: 10/06/2009
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Office of
   Taking Advantage of a Downturn                                                                                                     the CIO

  Reduced IT spending:                                                            Maintenance mode:
 Financial crisis has                                                    IT new project/
  increased the attention to                                                   technology on hold
  IT costs mngt                                                           Extracting value from
        Your Text here                                                                                   Your Text here
 IT can‟t afford bad                                                           existing investments
  decisions

                Increased focus on Office of the CIO
                       Need for better PPM

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Top IT’s Priorities for 2009                                                                                        Office of
                               in Israel                                                                                                 the CIO




      Consolidation of IT infrastructure

               Contract renegotiations

   Improving the ROI of IT investments
           Your Text here                                                                                   Your Text here
                   Business Intelligence

Requirement and Portfolio management

  Improving IT security and compliance

    Automating and outsourcing testing

                                                                                                                                            Source: STKI
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Office of
  IT Organization Today:                                                                                                             the CIO




ITO directly affects on every business aspect

Highly embedded for the organization success:

  • Increasing complexity of org. products/ services
       Your Text here                                                                                   Your Text here

  • Multi-channel customer interaction




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Office of
  IT Organization Today:                                                                                                             the CIO




Hundreds of employees, external contractors

Technology abundance & complexity

Hundreds of projects, requirements, contracts
       Your Text here                                                                                   Your Text here




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Office of
  IT Transformation                                                                                                                      the CIO




                                                       Internal                                               External
         Internal
                                                        Service                                                Service
        focused IT
                                                       Provider                                               Provider
          Your Text here                                                                                    Your Text here

•Available & accurate info                   •Align IT to business                                        •Align IT to customers
•IT maintenance                              •Best solution for                                           •Business partner
•IT staff mngt                                 business needs                                             •Business innovator
•HW availability &uptime                     •IT portfolio mngt of                                          engine
•Technical support                             LOBs demands                                               •Transformation initiator


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Office of
 IT Transformation through ITG                                                                                                    the CIO



                                           OTC
                                                                                         To Strategic
                                                                                       conference table


   From Text here
      Your                                                                                           Your Text here
Data Center
   room




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Office of
 Business Partnership Office                                                                                                      the CIO


What is it?


    Your Text here                                                                                   Your Text here




What is it not?

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Office of
 Location of Business Referents                                                                                                        the CIO


 LOB           LOB                           LOB
                                                                        International Trends:
                                                                        • BRM is not part of the IT
       BRM
                                                                        • BR manager – business skills
                                                                          with understanding of IT
                IT
       Your Text here                                                                                   Your Text here

                                                                                                                IT
Israeli Trends:
• BRM is part of the IT - OTC:
                                 Office of the CIO
     Political issue            PMO, QA, KPIs, CSO
• OTC manager – IT manager
  with understanding of business     Infra        Develop.                                                                           Operation
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Office of
   Business Relationship Management                                                                                                the CIO


Partnership between business & IT/2way communication

BRM vs. traditional account management

Business innovator engine

Business processes transformation initiator Text here
       Your Text here                     Your




  BRM becoming the IT most important office, but

       Only with CEOs recognition of IT contribution to
        business innovation & competitive advantage
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Office of
Business Innovation: Changing the Game                                                                                            the CIO




        Leveraging technology to create

       new ways of engaging the customer
    Your Text here            Your Text here




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What is your IT organization's role                                                                                    Office of
             in business innovation                                                                                           the CIO




Your Text here                                                                                   Your Text here




                                                                                                                              Source: Cutter
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Office of the CIO                                                                                                                Office of
                                                                                                                                  the CIO
 Israeli Trends
                                                                                                                   Advanced - ITG
 Innovation                                                                                    P
 Strategic alignment                                                                           B
 Business value / IT cost optimization                                                         B
 Demand / prioritization & mngt                                                                B              You’re
                                                                                                                 Here
 ResourceText here
        Your allocation & mngt                                                                  B
                                                                                                 Your Text here

 Increasing PMO efficiency                                                                     B          Basic - EPM


           We all do it to certain extent, but
           “What got you here, won’t get you there.”
                                                                                                                   Marshall Goldsmith

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Office of
   Office of the CIO under New Constraints                                                                                            the CIO




 Increase IT business value through IT cost optimization

 Rebalance the IT portfolio to Increase Revenue, Reduce

  Costs, Manage Risk, with minor investments for Growing
        Your Text here                                                                                   Your Text here
  Revenue & Avoiding Future Costs

 Invest where others can‟t to create competitive gaps

 Target discretionary funds for maximum ROI



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Office of
  Not ROI but Payback Period                                                                                                         the CIO




Payback period - how quickly investments are repaid?

Shorter payback period :

  • Quick free cash for other investments
       Your Text here                                                                                   Your Text here

  • Lower risk - new future regulations, new
    software, new business requirements

              Org. will require shorter payback period

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Office of
  OTC/ PMO Staffing Ratio                                                                                                       the CIO




 Average size of Israeli OTC/ PMO department: 3-5


  • ~2% of IT department (between 0.5% - 4%*)

  • Compared to ~5-8% in global orgs Text here
      Your Text here              Your




* in large enterprises, varies according to the
  maturity of IT Governance in the organization



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Office of
   OTC/ PMO positions                                                                                                                 the CIO



 IT Plan Development
 Methodology &
   standardization
 Demand mngt
 Budget mngt
       Your Text here                                                                                    Your Text here

 Resource allocation
 Supportive tools
 Post-implementation audits (accompany the
  implementation, ensure successful system-use)
 Continuous improvement

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Office of
 Demand Management                                                                                                                   the CIO




                                      Initialization process

                                  • Alignment to business
 LOB                                strategic goal
       Your Text here             • Pre-agreed categories set                                           Your Text here               OTC
Business                          • Business Priority
                                  • Risk (new tech, # of LOBs                                                                        PMO
Referent                            involvement )
                                  • ROI/ NPV
                                  • IT Evaluation
                                  • Approval



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Office of
Automized Demand Management                                                                                                            the CIO




                                               Initialization process
                                              •Alignment to
                                              business strategic goal
  LOB                                         •Pre-agreed
                                              categories set                                                                           OTC
Business Your Text here                                                                                   Your Text here
                                              •Risk (new tech, nu                                                                      PMO
Referent
                                              of LOBs involvement )
                                              •Anything that helps
                                              accurate evaluation




                                                                                                                              Source: CA PPM

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Office of
    Prioritization Process                                                                                                                 the CIO


                                                                                                     Small requests                           IT Plan
Small requests Large Projects
                                             Prioritization done
                                               By OTC/ BRM,
                                             because they know
                                                 the strategy
Strategic, tactical, regulatory                of the business
                                                                                                      Large Projects
             Your Text here                                                                                   Your Text here
  Categorization of Projects’ Set in Israeli ITOs:
   Per Cost (< $50K)
   Per Time (more than 10 working days; 1 man - month)
   Many to many – cross involvement
   CEO’s approval


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Project Evaluation                                                                                                                 Office of
                                                                                                                                      the CIO
   Israeli Trends

 Projects evaluation is based on previous experience only:

   • No methodology or pricing model!

 Top Down budgeting allocation:
        Your Text here                                                                                   Your Text here

   • Price tag remains the same during the projects‟ lifecycle

 PMOs don‟t use Service Catalog:

   • Requirements variety


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Office of
  Holistic View - Portfolio Evaluation Matrix                                                                                           the CIO

                             Projects’ Size, Risk & Value
      5                                                                                                                  The preferred
                                                                                                                            project

      4

      3
 ROI/     Your Text here                                                                                   Your Text here
Payback
                                                                                                                       The size of each
      2                                                                                                                bubble is
                                                                                                                       proportional to
                                                                                                                       risk/ IT complexity
      1


                   1        2         3        4         5
                  Business prioritization/ Strategic alignment
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Office of
   General Welfare                                                                                                                     the CIO



Best interests – Org. holistic view vs. LOB
Each requirement is examined by its contribution to the
 org.
Contribution is not necessarily financial:
   • Innovation
         Your Text here                                                                                   Your Text here

   • Branding
Total cost of ownership (TCO) – training, infrastructure
Requirements integration
                                                                                                    Integrated
                 Project                                Project                                      Project/
                    X                                      Y                                        New infra
                                                                                                     product

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Office of
  Resource Allocation & Mngt                                                                                                         the CIO




One DB for resource mngt

Transparency

Planning based on
       Your Text here                                                                                   Your Text here

  actual data                                                                                              IT
Planning vs. Execution



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Office of
  IT Portfolio Review                                                                                                                 the CIO



Current situation:

  • Annual / quarterly steering committee


        Your Text here                                                                                   Your Text here
There is no regularly automation review of IT investments

  • Transparency, unify platform for open discussion




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Office of
Real Time Projects’ Dashboard                                                                                                      the CIO


             Client                                  On                                 On Scope
 Project # Satisfaction          Risk              Budget           On Time                                   Total
                                                                                       Quality Gates


     25

    140

     Your Text here                                                                                   Your Text here
     32


       2


     89




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Office of
CIO’s Dashboard                                                                                                                  the CIO




   Your Text here                                                                                   Your Text here




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Office of
ITG/ PPM Tools                                                                                                                   the CIO



                                                    Demand
                                                     mngt

                                                                                      Portfolio
                 Reporting
                                                                                       mngt


   Your Text here                                                                                   Your Text here


          IT process
                                                                                          Project mngt
             mngt



                                Resource                              Financial
                                 mngt                                   mngt

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ITG/ PPM Tools                                                                                                                     Office of
                                                                                                                                      the CIO
    Israeli Trends

 PPM tools are not up-to-date, because of limited budget

  ITOs choose in-house developments

 Many ITOs are looking for PPM tools as a cure-all for their
        Your Text here                                                                                   Your Text here
  problem of governance

 PPM solution implementation brings to same language

  between business & IT, & also the actual tool shows to the

  CEO the IT‟s contribution

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ITG/ PPM Tools                                                                                                                    Office of
                                                                                                                                     the CIO
    Israeli Trends

 Most ITOs don‟t implement the complete ITG/ PPM solution
 Prefer to acquire only the missing PPM modules:
   • Demand mngt
   • Portfolio mngt
Manage thehere
      Your Text other modules by existing solutions, as:
                                          Your Text here

   •   Project mngt – MS Project, PS Next, etc
   •   Financial mngt – ERP, etc
   •   Resource mngt – SP, MS Project, In-house tools, etc
   •   IT process mngt
   •   Reporting

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Office of
ITG/ PPM- Positioning of the Israeli Market                                                                                                         the CIO


                Vendors to Watch:
                Compuware IBM
                                                                                                                                                  Worldwide
                                                                                                                                                  Leader
                                                                                                  CA
                                                                                                                                                  Enterprise
Local Support




                                                                                                                                                  Local Solution
                    Your Text here                                          HP                                       Your Text here
                                                                                                                                                  Mid-Tier
                    Microsoft

                                                                        MSP
                      PS Next
                                                                                        This analysis should be used with its
                                                                                                      supporting documents


                                              Market Presence
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Project Mngt - Positioning of the                                                                                          Office of
                                                                                                                                                     the CIO
                                   Israeli Market

                 Vendors to Watch:
                Compuware IBM                                                                                   Microsoft

                                                                                                                                                   Enterprise
Local Support




                                                                                   CA                                                              Existing Israeli
                                                                                                                                                   experience in
                     Your Text here                                                                                   Your Text here               project mng
                                                                           PS Next                                                                 Worldwide
                                             HP                                                                                                    Leader

                       Primavera

                                                                                         This analysis should be used with its
                                                                                                       supporting documents


                                               Market Presence
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PPM Tools & Integrators in Israel                                                                                                     Office of
                                                                                                                                         the CIO


                    PPM                                  Clients                            New Clients                             Integrators
                 on-Demand                                                                     08‟
Clarity (CA)             V                  Ministry of                                 Leumi Card                            CA, Proceed
                                            Tourism, Clalit,
                                            SanDisk
PPM (HP)                 V                  Partner, Mataf                                                                    HP, Taldor
                                            Motorola(Global),
           Your Text here                                                                          Your Text here
Compuware                                                                               Jacada (Global),      Matrix
Changepoint                                                                             Retalix (Global)
(Matrix)
BAW,EPM, RA                                                                                                                   IBM
M, RD
Composer
(IBM)



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PPM Tools & Integrators in Israel                                                                                                     Office of
                                                                                                                                            the CIO
                      PPM                           Clients                               New Clients 08‟                               Integrators
                   on-Demand

MSP                    V             Menora                                          IAI, Tel-Aviv Municipality                  MSP

                                                                                     CIO Dashboard: Random
                                                                                     Logic, Ayalon-ins, IDF


PS Next (Xioma)        V            Bank Discount, Menora, Teva                      Visa Cal                                    Xioma, Signifer,
                                                                                                                                 Tefen
                                    Non IT clients: BVR, Nova,                       Non IT: Leadcom
                                    Networks BigBand, Evogene
              Your Text here        Hazera Genetics                                                            Your Text here
PPS (Microsoft)                     Malan                                                                                        Matan, Orantech
EPM (Microsoft)                     M-system, Leumit, IAI, IAA,                      Matan: Alvarion, IAA, Better                Matan, Orantech,
                                    Lotem, Bezeq, Mekorot, Tel                       Place, Tnuva, Random
                                    Aviv Municip, Orbotech, Bank                     Logic; Orantech: Teva,                      Neway, PZ
                                    Leumi, Coca-Cola, Nice,                          Ceragon, Logic, AD Gency                    Projects,
                                    Strauss-Elite                                    Sol gel Rocar Playtech;                     Proceed, Tefen
                                                                                     KAKAL, MODU, Kodak, RAD
                                                                                     Proceed: Malam


Primavera                           Mercava, IDF                                                                                 Aviv
(Being acquired
by Oracle)
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ITG/ PPM Israeli Consultants                                                                                                         Office of
                                                                                                                                        the CIO
    Partial List (alphabetical)

 Ben-Arzi Hezi                                                             Neway                     (Microsoft representative)

 Bi-pro                                                                   Orantech (Microsoft
 Bit Plus                                                                        representative)
                                                                            Parush Zvi
 Dagan Avi
 Harel Arnon here
         Your Text
                                                                           Proceed Text here
                                                                                 Your
                                                                                      (CA & Microsoft tools
                                                                                  representative)
Matan (Microsoft tools                                                    PZ Projects (Microsoft
  representative)                                                                 representative)
                                                                            Ron Gabi
Mateor
                                                                            Sibam
Methoda                                                                   Strauss Avner
 MSP (MSP tools representative)                                            Tefen (Microsoft representative)

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Another opinion – not all is Bleak!                                                                                                Office of
                                                                                                                                      the CIO



ITG is mostly suitable for large enterprises

There is great sense of control in SMBs

Expensive technology & methodology that require
        Your Text here                                                                                   Your Text here
  additional resources would bring the desired
  transparency which will also lead to interventions & high
  evolvement in IT budgets



                  Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      55
Office of
   Conclusions                                                                                                                     the CIO



 OTC raises IT from a cost center to a business value center

 OTC shifts the discussion from bits & bytes to resource
  investment vs. business value

 Value-focused IT spending
        Your Text here                                                                                Your Text here


 PPM tools are second preference – the real change to the org.

  will bring governance procedures & right

  methodology

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IT in Aggressive Cost-Cutting Times                                                                                             ITAM




                                                  Shift to                                             IT Asset Mngt
 Technology budget
     Your Text here                                                                                Your Text here
                                               discretionary
   is mostly non-                                                                                   Sourcing Models
                                              cost basis when
    discretionary                                                                                  Cloud Computing
                                                  possible




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IT Asset Management                                                                                                               ITAM




Some IT assets are still being managed like this



    Your Text here                                                                                   Your Text here




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If you don’t know – then…                                                                                                           ITAM



 If you don't know what you have, you don't know anything
   • Accurate inventory of IT assets (HW & SW)
   • Business value
   • Operating status

         Your Text here                                                                                   Your Text here
 If you don't know where it is, you don't have it
   • Identification of each asset & its geographical location

 If you don't know the cost, you don't know anything
   • Licensing agreements management
   • Avoiding financial penalties
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Application Portfolio Mngt                                                                                                      ITAM
  Israeli Trends

Contracts & leases management – complex & costly
The search for more sophisticated tools
Multiple purchasing options
Maintenance renewals for SW – automatically renewals
      Your Text here                   Your Text here

Most organizations negotiate vendors with lack of any
 processes or tools

         Good contract is not about getting a good price –
                    it’s about assuring value!

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Software Licenses Mngt                                                                                                             ITAM



 Cost savings:
   • Re-use your licenses by monitoring actual usage

 SW contracts review:
   • Licensing terms, total nu of licenses, costs to the org.

 InventoryText here desktops & what is installed on each
        Your
             of all                             Your Text here


 Monitor the actual demand for SW licenses:
   • Overpayment for licenses that aren't being used (result of volume
     discount)
   • Apps have been abandoned, but the vendor is still receiving licensing
     revenue / Zombie SW programs

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SW Licensing Models & Pricing Metrics                                                                                          ITAM



Perpetual license:

  • Perpetuity product usage (within the boundaries
    defined in the agreement)

Subscription license:
      Your Text here                                                                                Your Text here


  • Limited period of time for which usage rights are
    granted (typically 1 to 5 years)

         Suppliers moving toward the subscription license model
                      due to economic downturn
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Strengths & Weaknesses                                                                                                                  ITAM
     The Customer's Perspective
Delivery    Strengths                                                    Weaknesses                                 When to Choose
Model
Perpetual •Lowest 5 year license fees                                    •Premature                                 •No requirement to
            •Lowest cost of negotiation                                  retirement results                         achieve lowest initial
            •Greatest control of license                                 in high sunk costs                         cash outlay
            agreement
                                                                         •Longer & more                             •Commitment to the
            •Financing that can reduce amount of
            initial cash outlay                                          complex                                    product for a minimum
            •Possibility of continued use of                             negotiation                                of 5 years
             Your Text here                                                                                    Your Text here
            product without maintenance if
            product has significantly matured
Subscrip.   •Lowest initial cost - faster approval                       •Higher license fee &                      •Requirement for lowest
Based       •Predictability of annual license &                          negotiation costs over                     initial cash outlay
            maintenance costs                                            a 5-year cost of                           •Benefits beyond initial
            •Avoids the extensive requirements                           ownership                                  cash outlay are important
            for capital expenditure approvals                            •SW must be                                to the organization
            •Better link between performance &                           deinstalled if license                     •Product purchased to
            negotiation process                                          is not renewed                             meet a short-term need

                                                                                       Source: Reiner Associates, Inc.; Sales Strategies, Inc
                        Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic    63
Strengths & Weaknesses                                                                                                             ITAM
    The Supplier's Perspective
Delivery        Strengths                                                                          Weaknesses
Model
Perpetual          •Most up-front revenue                                                          •Competitive losses to
                   •Lower cost of sales during the                                                 suppliers offering
                   lifecycle of product                                                            subscriptions
                   •More predictable maintenance                                                   •Length of sales cycle
           Your Text here                                                                                Your Text here
                   revenue

Subscription •Predictability of the annuity                                                        •Lower up-front
-Based       revenue stream                                                                        revenue
             •Possibility of delivering greater                                                    •Easier for customer
             revenue over time                                                                     to terminate use
                                                                                 Source: Reiner Associates, Inc.; Sales Strategies, Inc
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IT Application Portfolio Mngt                                                                                            ITAM
                     Israeli Trends

 High variety between the ITOs
   • from having no idea where IT assets are – to ITAM with full SW usage
     metering with integration to ERP & HD

 Major challenges:
         Your Text here                                                                                 Your Text here
   • SW Usage metering
   • Type of usage (change performance/ read only)

 The tougher the formal procedures are - the easier ITAM
 Lack of ITAM tools maturity
 ITAM tools often viewed as an extension of ERP & PPM tools

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IT Application Portfolio Mngt Tools                                                                                                     ITAM
      Selected Installations in Israel
               Clients                                                                                    New Clients 08’           Integrators
CA             Bank Discount, Bank Leumi, IAI, Air Force                                                  888, Ministry of          CA, Ness, MSP,
                                                                                                          Justice, Min. of          Malam, Cabao
                                                                                                          Defense, Petah –
                                                                                                          Tikva Municip.
BMC            Partner – eng, Social Security, NDS, ZIM                                                   Motorola                  Matrix , Xor

HP                                                                                                                                  HP, Xor

IBM - Tivoli                                                                                              Bank Mizrachi             IBM
Symantech       Your Text here                                                                                  Your Text here Malam-Team
                                                                                                                             HP
Altiris                                                                                                                             Bynet Artnet E&M
                                                                                                                                    Virgonet Aman
SAP –                                                                                                     Coca-cola, IEC,           Ness, Malam-Team
Solution mng                                                                                              Government
Microsoft      Bank Leumi, Mataf, Amdocs, DSW, IDF(Mamram), Rafael, IAA,                                  Ramot Hospital,           Matrix, Malam-
SMS            Ministry of Foreign Affairs, Teva, Bank Mizrahi, Intelligence                              Blue Square,              Team, Bynet,
               corps, Comverse, IAI, Clalit, Netvision, IEC, Postil Superpharm,                           Audiocodes                Taldor, DB@net
               Tel-Aviv mun, Eged, Pelephone
Novell –       Strauss-
ZENworks       Elite, Tnuva, Teva, Mirs, Menora, Orbotech, IAI, Nur, Netafim, Pe
               lephone, Rafael, Bezeq Online, Jerusalem
               Mun, CaesarStone, Ministry of Transport, Social
               Affairs, Traide&Laborwork Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic
                              Galit Fein’s                                                                                                         66
Service
 Service Desk                                                                                                                       Desk


HD is amongst the primary targets for cost cutting



     Your Text here                                                                                   Your Text here




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Service
   Israeli Trends of Service Desk                                                                                                      Desk



 Although a lot have been done to improve HD staff
  productivity:
   • Best practices (ITIL) widespread acceptance among large
     & more complex ITOs
        Your Text here                                                                                   Your Text here
   • Desktop configurations standardization
   • Sophisticated HD tools - web-based user self-service,
     automated email response SW, incident tracking systems
   • Remote access
                                                                                                   Upcoming STKI RT
   • Outsourcing
                                                                                                   on SD: 31/05/2009
                  Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic     68
Different solutions for lack of HD staff                                                                                              Service
                                                                                                                                        Desk
 Customer recommendations

 Self service through web access tools & knowledge mngt
 Integration of 1st & 2nd levels support with distribution for
  expertise
 Production system care only after working hours
         Your Text here                                                                                   Your Text here
 SD is SPOC for every type of question (IT, HR, ect) –
  headcounter job integration
 Best practices - ITIL




                   Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic     69
Service
  HD Staffing Ratio                                                                                                              Desk




 Average ratio of Israeli Help Desk department:

  • ~360 users per HD FTE (between 120 – 1,400)

  • Compared to ~300 in global orgs
      Your Text here                                                                               Your Text here



 Average nu of incidents per month: 12,000




            Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic     70
HD Israeli Benchmarks                                                                                                            Service
                                                                                                                                  Desk




   Your Text here                                                                                   Your Text here




     missed calls %                   incidents opened %                            incidents closed %
                                         by self service                            st level support by
                                                                                                                                 Source: STKI
             Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       71
Service
   Trends of Service Desk Tools                                                                                                        Desk



Over the past several years, there have been significant
  improvements in the tools available to Help Desks

These tools can help in the automation of support & in
        Your Text here                                                                                   Your Text here
  the remedy of problems

Progressed HD tools can optimize the size & the
  responsibilities of HD personnel



                  Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic     72
Vendors Trends of                                                                                       Service
                                                                                                                                      Desk
                             Service Desk Tools

Vendors have followed with tools that assist in the
  implementation of ITIL processes

Major vendors have expanded their offerings:
       Your Text here                                                                                   Your Text here
  • Asset mngt portfolio

  • SaaS model

  • CMDB

Service desk mngt tool is a mature market

                 Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic     73
IT Service Desk –                                                                                                                   Service
                                                                                                                                                     Desk
                Positioning of the Israeli Market
                 Vendors to Watch:                                       Microsoft
                       IBM
                                                                                                                  CA
                               SAP                                                                                                                  Worldwide
Local Support




                                                                                                                                                    Leader
                                              HP                                       BMC
                                                                                                                                                    Enterprise
                      Siebel
                      Your Text here                                                                                   Your Text here
                                                                                                                                                    MID-Tier

                                                   Pivotal                                         SysAid                                           IT HD
                   PeopleSoft
                                                                                                                                                    Modules




                                                                                        This analysis should be used with its
                                                                                                       supporting documents


                                                    Market Presence
                                Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic       74
IT Service Desk Tools                                                                                                                   Service
                                                                                                                                              Desk
     Selected Installations in Israel
         Clients                                                                           New Clients 08’                            Integrators
         Comverse, IAI, Discount, Elta, ECI, HOT, Motorola, Teva,                          Bank Hapoalim, Bank                        CA, Ness, Malam,
CA       Elbit, Mekorot, Osem, Phoenix, DSW, Bezeq Int, Beit Berl,                         Yahav, Mifal Hapais,                       MSP, Cabao
         Israel Police, Tnuva, Central Bureau of Statistics, EL-AL,                        Ministry of Justice,
         Tamas, TASE, Ministry of Health, Tel-Aviv Municipality,                           Ministry of Defense,
         Herzelia Munic. Clalbit, Shabas, Rafael, Isracard,                                Yediot, Petah-Tikva Munic
         Shupersal, 888, 9900, Bank Israel
         Zim, Malan, IGS, MED Nautilus, Malam, Kneset, NDS,                                Sandisk                                    Matrix ,Aman,
BMC      Social Insurance, Uniliver, Creo, Intel, Motorola, Summit                                                                    Taldor, Xor
         Design, Polycom, Cellcom- eng. HOT-eng. Partner – eng
          Your Text here                                                                                      Your Text here
         HPOV:IDF, Netafim, Shaam, Open University, Orbotech,                              Service Manager                             Aman, HP, Xor
HP       Tower Semiconductors, Haaretz
         Tefensoft: Clalit Health, Menora, Migdal, Prime Minister,
         Strauss-Elite, Hadasa, Machteshim, Maman, AudioCodes

         Rav-Bariach, Marvell, Dan, Jonson & Jonson, Highway 6,                            Coca Cola, Prisma, Beit                    Consist
SysAid   Omrix, Wintegra, Sami Shimon College, Minicom, Litcom,                            Barel College, Ashdod
Ilient   Africa Israel, Mei-Eden, AIG, Electra, McCann Erickson,                           Port
         Diesenhaus unitours, Flash Opal Networsks, Liveperson,
         Hertz, Psagot Ofek


                       Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic        75
Service
IT Help Desk Modules from CRM packages                                                                                                         Desk


                    Clients                                                  New Clients 08’                                 Integrators

Microsoft           Ministry of Finance, Malan, Israeli                      EL AD: Judicial Authority                       20 Partners, including:
                    Navy, Intel, Prime Minister, Visa,                       Malam-Team: TAU                                 Matrix-
CRM*                Cellcom, Ministry of Education                           Matrix-Effect: Igud,                            Effect, SIT, Advantech
(*ITIL complaint)                                                            Superpharm                                      , Malam-
                                                                             Netwise: Amal                                   Team, Netwise, Bynet
                                                                                                                             SW, El-AD….

Pivotal            Super-Pharm, Bat-Yam                                      Tadiran, Negev Ceramics,                        ONE1
                   Municipality, Exlibris, Systematics,                      Orad
              Your Panorama, Telmap, Ericom FGG
                   Text here                                                                                     Your Text here
                   Radvision, Gilat, Maccabi, Shahal,
                   Ritalix, Globs
                    Paz, Isr. Government                                                                                     Ness, IBM, EDS,
SAP                                                                          Bazan
                                                                                                                             Advantech

PeopleSoft          Ministry of Foreign Affairs,                                                                             Matrix
                    Mamram, Bezeq                                            -

Siebel*             Tnuva, Golden Pages, Bank Leumi                                                                          Taldor, IBM
                                                                             -


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Sourcing
IT in Aggressive Cost-Cutting Times                                                                                               Models




                                                   Shift to
     Your Text here
 Technology is not a                            discretionary                                       Your Text here
                                                                                                     Sourcing Models
 discretionary asset                           cost basis when
                                                   possible




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Sourcing
Cost Cutting Outsourcing                                                                                                          Models




   Your Text here                                                                                   Your Text here




             Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      78
What are the most important management                                                                                       Sourcing
   initiatives taken to reduce IT costs?                                                                                       Models




Your Text here                                                                                   Your Text here




                                                                                                                              Source: Cutter



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Sourcing
   Typical Benefits from Outsourcing                                                                                                  Models



 Focus on ―core‖ competence of the company

 Cost-savings (reduced overheads, economies of scale)

 Service quality improvement due to specialization of service provider

 Reduction of capital expenditure - Discretionary costs Text here
         Your Text here                             Your structure

 Standardized IT infrastructure & processes - access to best practices

 Improvement in processes & their documentation

 Offshoring – labor arbitrage



                 Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      80
Sourcing
   Typical Costs & Risks                                                                                                               Models



Loss of day-to-day mngt control of outsourced services

Dependence on service provider for strategic info on
  internal technology, operational & business options
        Your Text here                                                                                   Your Text here
Risks of losing valuable knowledge & experience

Additional costs associated with managing the
  outsourcing service provider

Bad PR if deal is off

                  Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      81
What kinds of work are you currently                                                                                          Sourcing
                                                                                                                               Models
outsourcing or planning to outsource?




Your Text here                                                                                   Your Text here




                                                                                                                              Source: Cutter



          Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic        82
For what reasons have you considered                                                                                           Sourcing
                                                                                                                                Models
           backsourcing?




 Your Text here                                                                                   Your Text here




                                                                                                                               Source: Cutter



           Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic        83
Sourcing
  Global Trends of Outsourcing                                                                                                        Models



Outsourcing/ Offshoring will continue to expand during
  economic meltdown

Outsourcing landscape changing due to:
       Your Text here                                                                                   Your Text here
  • Globalization

  • Cloud Computing

  • Providers will turn to SaaS during

    the financial crisis

                 Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      84
Sourcing
  Global Trends of Outsourcing                                                                                                          Models



ITOs will turn to outsourcing for cost cutting

  • Non-discretionary expenditure reduction

  • Avoidance of capital investment
         Your Text here                                                                                   Your Text here
Growing outsourcing segments:

  • QA

  • BPO - greater variety of offerings

Crowdsourcing
                   Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      85
Sourcing
  Crowdsourcing                                                                                                                   Models




“Taking a job traditionally performed
 by a designated employee &
 outsourcing here to an undefined,
        Your Text it                                                                                Your Text here

 generally large group in the form
 of an open call.“ Howe



       Best & least expensive sources of innovation
              lie outside the corporate walls
             Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      86
Sourcing
   Advantages of Crowdsourcing                                                                                                           Models


 Several, alternative designs & solutions
 24x7 workforce (project gets done faster)
 Applies to other aspects of innovation:
   •   Netflix recommender service
   •   Dell's IdeaStorm
   •   Amazon.com's Mechanical Turk                            (http://www.mturk.com/mturk/welcome)
          Your Text here                                                                                   Your Text here




                    Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      87
Sourcing
   Disadvantages of Crowdsourcing                                                                                                     Models



 Requires great coordination

 Exposure of intellectual property (both the contractor &
  the sponsor)

 Corporate Social Responsibility issues
        Your Text here                                                                                  Your Text here




                 Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      88
Sourcing
   Israeli Trends of Outsourcing                                                                                                   Models



Steady & mature market
Outsourcing market grew this year due to increasing
  scope of existing client & a few new deals
Decline in number of deals
       Your Text here                                                                                Your Text here

Both largest deals of this year were comprehensive IT
  outsourcing in Public sector
Rest of deals – small selective outsourcing
NO backsourcing deals

              Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      89
Sourcing
Israeli Trends of Outsourcing                                                                                                          Models



Increased focus on detailed feasibility study

Clients prefer a trial period of 1-3 years in long term

  (8-10 years) contracts
        Your Text here                                                                                   Your Text here
Outsourcing service provider evaluation by the client

  • Meeting SLA terms of contract

  • Periodic review using a consulting company


                  Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic      90
IT Governance/Office of the CIO Trends Stki Summit 2009
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IT Governance/Office of the CIO Trends Stki Summit 2009
IT Governance/Office of the CIO Trends Stki Summit 2009
IT Governance/Office of the CIO Trends Stki Summit 2009
IT Governance/Office of the CIO Trends Stki Summit 2009
IT Governance/Office of the CIO Trends Stki Summit 2009
IT Governance/Office of the CIO Trends Stki Summit 2009
IT Governance/Office of the CIO Trends Stki Summit 2009
IT Governance/Office of the CIO Trends Stki Summit 2009
IT Governance/Office of the CIO Trends Stki Summit 2009
IT Governance/Office of the CIO Trends Stki Summit 2009
IT Governance/Office of the CIO Trends Stki Summit 2009
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IT Governance/Office of the CIO Trends Stki Summit 2009
IT Governance/Office of the CIO Trends Stki Summit 2009
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IT Governance/Office of the CIO Trends Stki Summit 2009
IT Governance/Office of the CIO Trends Stki Summit 2009
IT Governance/Office of the CIO Trends Stki Summit 2009
IT Governance/Office of the CIO Trends Stki Summit 2009
IT Governance/Office of the CIO Trends Stki Summit 2009
IT Governance/Office of the CIO Trends Stki Summit 2009

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IT Governance/Office of the CIO Trends Stki Summit 2009

  • 1. Office of the CIO 2009 Your Text here Your Text here Galit Fein VP & Senior Analyst Office of the CIO Strategies Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 1
  • 2. Agenda 1 IT Trends 2009 2 IT Budget Mngt 3 Officehere the CIO/ ITAM of Your Text Your Text here 4 Sourcing/ Cloud Computing 5 Conclusion Enterprise Risk Mngt 6 Mobile/ Social Networks Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 2
  • 3. STKI Israeli Positioning • Not a technological positioning, refers only to Israeli market • Focused on enterprise market (not SMB) Vendor A • Not an STKI recommendation  Market Presence (X) Vendor B  Market share - existing and new sales (more emphasis) Local Support  Mind share (how user organizations rate vendors) Your Text here Your Text here Worldwide  Local Support (Y) – is influenced by (X) Leader  Experience & technical knowledge, localization, support, number and kind of integrators  Worldwide leaders marked, based on global positioning  Vendors to watch: Are only just entering Israeli Market Vendors to Watch: so can’t be positioned but should be watched Vendor C Market Presence Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 3
  • 4. General IT in Aggressive Cost-Cutting Times Trends IT Market decreasing -12.53% Capex Crisis IT budget mngt IT Budget cuts Need for better IT Your Text here Your Text here Increased focus investments Office of the CIO on ITG optimization Shift to IT Asset Mngt Technology budget discretionary is mostly non- Sourcing Models cost basis when discretionary Cloud Computing possible Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 4
  • 5. General IT in Aggressive Cost-Cutting Times Trends Financial crisis forced better Increased spend Enterprise Risk regulations & risk on IT risk mngt Mngt mngt Complex IT environment Your Text here Set standards, Your Text here best practices & ITIL, CobiT, ISO requires heavy methodologies support New business Mobile Innovation models Web 2.0 Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 5
  • 6. General Actions taken to cut IT costs Trends Jan- Restrict IT travel expenses Freeze IT hiring Postpone discretionary IT projects Your Text here Your Text here Renegotiate IT vendor contracts Freeze or cancel IT capital spending Reduce spending on IT staff training Reduce IT headcount Source: CIO IT Budget & Staffing Survey Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 6
  • 7. Top IT’s Priorities for 2009 General Trends in Israel Consolidation of IT infrastructure Renegotiation of contract Selection of IT investments based on ROI Your Text here Your Text here Business Intelligence Requirement and Portfolio management Improvement of IT security and compliance Automation and outsourcing testing Source: STKI Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 7
  • 8. Technologies Maturity Model General 2009 Trends Business Value Investment Web Mobile 2.0 for CEM to make money Mobile 4 Cut internal needs PPM OTC IT Project costs, Increase Pure productivity Project Resource Demand mng Asset Business mng mngt Project Your Text here mngt Your Text here Commodity IT Help Size of figure = complexity/ Services Desk cost of project Investment SOX for regulations for IT Using Implementing Looking Market Maturity Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 8
  • 9. IT Budget IT in Aggressive Cost-Cutting Times mngt Your Text here Your Text here IT Budget Cuts Capex crisis IT budget mngt Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 9
  • 10. IT Budget IT Budget Reduction mngt Capex Crisis - cash flow is the KING Move from Capex/Opex to Zero-based budgeting Your Text here Your Text here Trade non-discretionary costs for discretionary costs Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 10
  • 11. IT Budget Capex - Capital Expenditure mngt Allowed company to increase their profit in the yearly report by Your Text here Your Text here to depreciating the investment over several years Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 11
  • 12. IT Budget What is Capex ? mngt Company„s physical assets: Your Text here Your Text here Capex can include everything from repairing a roof to building a brand new factory Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 12
  • 13. IT Budget Zero-Based Budgeting mngt Bottom Up Budgeting - justification of all expenses must be done every year Every function within an organization is its needs & costs Your Text here Your Text here analyzed for Zero-Based Budgeting is built based on what is needed for the upcoming period Instead of Top Down Budgeting Definition: Investopedia Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 13
  • 14. IT Budget History Based Budgeting mngt Establishing budget targets in percentage increments/reduction: “next year 10% less!” Your Text here Your Text here Allocates resources based on allocations from the previous period Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 14
  • 15. IT Budget Non-Discretionary Costs mngt IT budget with previous commitment & no flexibility Your Text here Your Text here Current high non-discretionary costs prevent business agility Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 15
  • 16. IT Budget “Hidden” IT costs mngt Expenses assigned before the budget year: • People cost (internal staff) • Professional services based on annually contracts Your Text here Your Text here • HW & SW maintenance (annual app maintenance fees) • Data Storage, Networks, Mandatory & ―must‖ projects Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 16
  • 17. Trade non-discretionary costs IT Budget mngt for discretionary costs Discretionary Non-discretionary Your Text here Your Text here Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 17
  • 18. Non-Discretionary vs. Discretionary IT Budget mngt What % of your total budget is devoted to Non-discretionary items (infra, support & maintenance) or Discretionary items (new capabilities)? Unsure 4% Your Text here Your Text here Discretionary spends 36% Non-Discretionary spends 60% 0% 10% 20% 30% 40% 50% 60% 70% Source: CIO magazine quot;the State of the CIOquot; online survey 2008 Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 18
  • 19. How to Increase IT Budget mngt Discretionary Budget? ITG IT asset IT management procurement • Office of the • Software • Sourcing models CIO Text here Your Your Text here • Prof. services • Agility licenses • Cloud computing • Portfolio mngt Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 19
  • 20. Office of IT in Aggressive Cost-Cutting Times the CIO IT Your Text here investments Increased focus Your Text here Office of the CIO optimization on ITG Upcoming STKI Round Table on Office of the CIO: 10/06/2009 Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 20
  • 21. Office of Taking Advantage of a Downturn the CIO Reduced IT spending: Maintenance mode:  Financial crisis has  IT new project/ increased the attention to technology on hold IT costs mngt  Extracting value from Your Text here Your Text here  IT can‟t afford bad existing investments decisions Increased focus on Office of the CIO Need for better PPM Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 21
  • 22. Top IT’s Priorities for 2009 Office of in Israel the CIO Consolidation of IT infrastructure Contract renegotiations Improving the ROI of IT investments Your Text here Your Text here Business Intelligence Requirement and Portfolio management Improving IT security and compliance Automating and outsourcing testing Source: STKI Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 22
  • 23. Office of IT Organization Today: the CIO ITO directly affects on every business aspect Highly embedded for the organization success: • Increasing complexity of org. products/ services Your Text here Your Text here • Multi-channel customer interaction Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 23
  • 24. Office of IT Organization Today: the CIO Hundreds of employees, external contractors Technology abundance & complexity Hundreds of projects, requirements, contracts Your Text here Your Text here Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 24
  • 25. Office of IT Transformation the CIO Internal External Internal Service Service focused IT Provider Provider Your Text here Your Text here •Available & accurate info •Align IT to business •Align IT to customers •IT maintenance •Best solution for •Business partner •IT staff mngt business needs •Business innovator •HW availability &uptime •IT portfolio mngt of engine •Technical support LOBs demands •Transformation initiator Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 25
  • 26. Office of IT Transformation through ITG the CIO OTC To Strategic conference table From Text here Your Your Text here Data Center room Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 26
  • 27. Office of Business Partnership Office the CIO What is it? Your Text here Your Text here What is it not? Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 27
  • 28. Office of Location of Business Referents the CIO LOB LOB LOB International Trends: • BRM is not part of the IT BRM • BR manager – business skills with understanding of IT IT Your Text here Your Text here IT Israeli Trends: • BRM is part of the IT - OTC: Office of the CIO  Political issue PMO, QA, KPIs, CSO • OTC manager – IT manager with understanding of business Infra Develop. Operation Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 28
  • 29. Office of Business Relationship Management the CIO Partnership between business & IT/2way communication BRM vs. traditional account management Business innovator engine Business processes transformation initiator Text here Your Text here Your BRM becoming the IT most important office, but Only with CEOs recognition of IT contribution to business innovation & competitive advantage Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 29
  • 30. Office of Business Innovation: Changing the Game the CIO Leveraging technology to create new ways of engaging the customer Your Text here Your Text here Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 30
  • 31. What is your IT organization's role Office of in business innovation the CIO Your Text here Your Text here Source: Cutter Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 31
  • 32. Office of the CIO Office of the CIO Israeli Trends Advanced - ITG  Innovation P  Strategic alignment B  Business value / IT cost optimization B  Demand / prioritization & mngt B You’re Here  ResourceText here Your allocation & mngt B Your Text here  Increasing PMO efficiency B Basic - EPM We all do it to certain extent, but “What got you here, won’t get you there.” Marshall Goldsmith Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 32
  • 33. Office of Office of the CIO under New Constraints the CIO  Increase IT business value through IT cost optimization  Rebalance the IT portfolio to Increase Revenue, Reduce Costs, Manage Risk, with minor investments for Growing Your Text here Your Text here Revenue & Avoiding Future Costs  Invest where others can‟t to create competitive gaps  Target discretionary funds for maximum ROI Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 33
  • 34. Office of Not ROI but Payback Period the CIO Payback period - how quickly investments are repaid? Shorter payback period : • Quick free cash for other investments Your Text here Your Text here • Lower risk - new future regulations, new software, new business requirements Org. will require shorter payback period Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 34
  • 35. Office of OTC/ PMO Staffing Ratio the CIO  Average size of Israeli OTC/ PMO department: 3-5 • ~2% of IT department (between 0.5% - 4%*) • Compared to ~5-8% in global orgs Text here Your Text here Your * in large enterprises, varies according to the maturity of IT Governance in the organization Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 35
  • 36. Office of OTC/ PMO positions the CIO  IT Plan Development  Methodology & standardization  Demand mngt  Budget mngt Your Text here Your Text here  Resource allocation  Supportive tools  Post-implementation audits (accompany the implementation, ensure successful system-use)  Continuous improvement Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 36
  • 37. Office of Demand Management the CIO Initialization process • Alignment to business LOB strategic goal Your Text here • Pre-agreed categories set Your Text here OTC Business • Business Priority • Risk (new tech, # of LOBs PMO Referent involvement ) • ROI/ NPV • IT Evaluation • Approval Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 37
  • 38. Office of Automized Demand Management the CIO Initialization process •Alignment to business strategic goal LOB •Pre-agreed categories set OTC Business Your Text here Your Text here •Risk (new tech, nu PMO Referent of LOBs involvement ) •Anything that helps accurate evaluation Source: CA PPM Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 38
  • 39. Office of Prioritization Process the CIO Small requests IT Plan Small requests Large Projects Prioritization done By OTC/ BRM, because they know the strategy Strategic, tactical, regulatory of the business Large Projects Your Text here Your Text here Categorization of Projects’ Set in Israeli ITOs:  Per Cost (< $50K)  Per Time (more than 10 working days; 1 man - month)  Many to many – cross involvement  CEO’s approval Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 39
  • 40. Project Evaluation Office of the CIO Israeli Trends  Projects evaluation is based on previous experience only: • No methodology or pricing model!  Top Down budgeting allocation: Your Text here Your Text here • Price tag remains the same during the projects‟ lifecycle  PMOs don‟t use Service Catalog: • Requirements variety Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 40
  • 41. Office of Holistic View - Portfolio Evaluation Matrix the CIO Projects’ Size, Risk & Value 5 The preferred project 4 3 ROI/ Your Text here Your Text here Payback The size of each 2 bubble is proportional to risk/ IT complexity 1 1 2 3 4 5 Business prioritization/ Strategic alignment Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 41
  • 42. Office of General Welfare the CIO Best interests – Org. holistic view vs. LOB Each requirement is examined by its contribution to the org. Contribution is not necessarily financial: • Innovation Your Text here Your Text here • Branding Total cost of ownership (TCO) – training, infrastructure Requirements integration Integrated Project Project Project/ X Y New infra product Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 42
  • 43. Office of Resource Allocation & Mngt the CIO One DB for resource mngt Transparency Planning based on Your Text here Your Text here actual data IT Planning vs. Execution Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 43
  • 44. Office of IT Portfolio Review the CIO Current situation: • Annual / quarterly steering committee Your Text here Your Text here There is no regularly automation review of IT investments • Transparency, unify platform for open discussion Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 44
  • 45. Office of Real Time Projects’ Dashboard the CIO Client On On Scope Project # Satisfaction Risk Budget On Time Total Quality Gates 25 140 Your Text here Your Text here 32 2 89 Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 45
  • 46. Office of CIO’s Dashboard the CIO Your Text here Your Text here Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 46
  • 47. Office of ITG/ PPM Tools the CIO Demand mngt Portfolio Reporting mngt Your Text here Your Text here IT process Project mngt mngt Resource Financial mngt mngt Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 47
  • 48. ITG/ PPM Tools Office of the CIO Israeli Trends  PPM tools are not up-to-date, because of limited budget ITOs choose in-house developments  Many ITOs are looking for PPM tools as a cure-all for their Your Text here Your Text here problem of governance  PPM solution implementation brings to same language between business & IT, & also the actual tool shows to the CEO the IT‟s contribution Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 48
  • 49. ITG/ PPM Tools Office of the CIO Israeli Trends  Most ITOs don‟t implement the complete ITG/ PPM solution  Prefer to acquire only the missing PPM modules: • Demand mngt • Portfolio mngt Manage thehere Your Text other modules by existing solutions, as: Your Text here • Project mngt – MS Project, PS Next, etc • Financial mngt – ERP, etc • Resource mngt – SP, MS Project, In-house tools, etc • IT process mngt • Reporting Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 49
  • 50. Office of ITG/ PPM- Positioning of the Israeli Market the CIO Vendors to Watch: Compuware IBM Worldwide Leader CA Enterprise Local Support Local Solution Your Text here HP Your Text here Mid-Tier Microsoft MSP PS Next This analysis should be used with its supporting documents Market Presence Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 50
  • 51. Project Mngt - Positioning of the Office of the CIO Israeli Market Vendors to Watch: Compuware IBM Microsoft Enterprise Local Support CA Existing Israeli experience in Your Text here Your Text here project mng PS Next Worldwide HP Leader Primavera This analysis should be used with its supporting documents Market Presence Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 51
  • 52. PPM Tools & Integrators in Israel Office of the CIO PPM Clients New Clients Integrators on-Demand 08‟ Clarity (CA) V Ministry of Leumi Card CA, Proceed Tourism, Clalit, SanDisk PPM (HP) V Partner, Mataf HP, Taldor Motorola(Global), Your Text here Your Text here Compuware Jacada (Global), Matrix Changepoint Retalix (Global) (Matrix) BAW,EPM, RA IBM M, RD Composer (IBM) Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 52
  • 53. PPM Tools & Integrators in Israel Office of the CIO PPM Clients New Clients 08‟ Integrators on-Demand MSP V Menora IAI, Tel-Aviv Municipality MSP CIO Dashboard: Random Logic, Ayalon-ins, IDF PS Next (Xioma) V Bank Discount, Menora, Teva Visa Cal Xioma, Signifer, Tefen Non IT clients: BVR, Nova, Non IT: Leadcom Networks BigBand, Evogene Your Text here Hazera Genetics Your Text here PPS (Microsoft) Malan Matan, Orantech EPM (Microsoft) M-system, Leumit, IAI, IAA, Matan: Alvarion, IAA, Better Matan, Orantech, Lotem, Bezeq, Mekorot, Tel Place, Tnuva, Random Aviv Municip, Orbotech, Bank Logic; Orantech: Teva, Neway, PZ Leumi, Coca-Cola, Nice, Ceragon, Logic, AD Gency Projects, Strauss-Elite Sol gel Rocar Playtech; Proceed, Tefen KAKAL, MODU, Kodak, RAD Proceed: Malam Primavera Mercava, IDF Aviv (Being acquired by Oracle) Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 53
  • 54. ITG/ PPM Israeli Consultants Office of the CIO Partial List (alphabetical)  Ben-Arzi Hezi  Neway (Microsoft representative)  Bi-pro Orantech (Microsoft  Bit Plus representative)  Parush Zvi  Dagan Avi  Harel Arnon here Your Text Proceed Text here Your (CA & Microsoft tools representative) Matan (Microsoft tools PZ Projects (Microsoft representative) representative)  Ron Gabi Mateor  Sibam Methoda Strauss Avner  MSP (MSP tools representative)  Tefen (Microsoft representative) Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 54
  • 55. Another opinion – not all is Bleak! Office of the CIO ITG is mostly suitable for large enterprises There is great sense of control in SMBs Expensive technology & methodology that require Your Text here Your Text here additional resources would bring the desired transparency which will also lead to interventions & high evolvement in IT budgets Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 55
  • 56. Office of Conclusions the CIO  OTC raises IT from a cost center to a business value center  OTC shifts the discussion from bits & bytes to resource investment vs. business value  Value-focused IT spending Your Text here Your Text here  PPM tools are second preference – the real change to the org. will bring governance procedures & right methodology Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 56
  • 57. IT in Aggressive Cost-Cutting Times ITAM Shift to IT Asset Mngt Technology budget Your Text here Your Text here discretionary is mostly non- Sourcing Models cost basis when discretionary Cloud Computing possible Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 57
  • 58. IT Asset Management ITAM Some IT assets are still being managed like this Your Text here Your Text here Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 58
  • 59. If you don’t know – then… ITAM  If you don't know what you have, you don't know anything • Accurate inventory of IT assets (HW & SW) • Business value • Operating status Your Text here Your Text here  If you don't know where it is, you don't have it • Identification of each asset & its geographical location  If you don't know the cost, you don't know anything • Licensing agreements management • Avoiding financial penalties Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 59
  • 60. Application Portfolio Mngt ITAM Israeli Trends Contracts & leases management – complex & costly The search for more sophisticated tools Multiple purchasing options Maintenance renewals for SW – automatically renewals Your Text here Your Text here Most organizations negotiate vendors with lack of any processes or tools Good contract is not about getting a good price – it’s about assuring value! Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 60
  • 61. Software Licenses Mngt ITAM  Cost savings: • Re-use your licenses by monitoring actual usage  SW contracts review: • Licensing terms, total nu of licenses, costs to the org.  InventoryText here desktops & what is installed on each Your of all Your Text here  Monitor the actual demand for SW licenses: • Overpayment for licenses that aren't being used (result of volume discount) • Apps have been abandoned, but the vendor is still receiving licensing revenue / Zombie SW programs Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 61
  • 62. SW Licensing Models & Pricing Metrics ITAM Perpetual license: • Perpetuity product usage (within the boundaries defined in the agreement) Subscription license: Your Text here Your Text here • Limited period of time for which usage rights are granted (typically 1 to 5 years) Suppliers moving toward the subscription license model due to economic downturn Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 62
  • 63. Strengths & Weaknesses ITAM The Customer's Perspective Delivery Strengths Weaknesses When to Choose Model Perpetual •Lowest 5 year license fees •Premature •No requirement to •Lowest cost of negotiation retirement results achieve lowest initial •Greatest control of license in high sunk costs cash outlay agreement •Longer & more •Commitment to the •Financing that can reduce amount of initial cash outlay complex product for a minimum •Possibility of continued use of negotiation of 5 years Your Text here Your Text here product without maintenance if product has significantly matured Subscrip. •Lowest initial cost - faster approval •Higher license fee & •Requirement for lowest Based •Predictability of annual license & negotiation costs over initial cash outlay maintenance costs a 5-year cost of •Benefits beyond initial •Avoids the extensive requirements ownership cash outlay are important for capital expenditure approvals •SW must be to the organization •Better link between performance & deinstalled if license •Product purchased to negotiation process is not renewed meet a short-term need Source: Reiner Associates, Inc.; Sales Strategies, Inc Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 63
  • 64. Strengths & Weaknesses ITAM The Supplier's Perspective Delivery Strengths Weaknesses Model Perpetual •Most up-front revenue •Competitive losses to •Lower cost of sales during the suppliers offering lifecycle of product subscriptions •More predictable maintenance •Length of sales cycle Your Text here Your Text here revenue Subscription •Predictability of the annuity •Lower up-front -Based revenue stream revenue •Possibility of delivering greater •Easier for customer revenue over time to terminate use Source: Reiner Associates, Inc.; Sales Strategies, Inc Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 64
  • 65. IT Application Portfolio Mngt ITAM Israeli Trends  High variety between the ITOs • from having no idea where IT assets are – to ITAM with full SW usage metering with integration to ERP & HD  Major challenges: Your Text here Your Text here • SW Usage metering • Type of usage (change performance/ read only)  The tougher the formal procedures are - the easier ITAM  Lack of ITAM tools maturity  ITAM tools often viewed as an extension of ERP & PPM tools Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 65
  • 66. IT Application Portfolio Mngt Tools ITAM Selected Installations in Israel Clients New Clients 08’ Integrators CA Bank Discount, Bank Leumi, IAI, Air Force 888, Ministry of CA, Ness, MSP, Justice, Min. of Malam, Cabao Defense, Petah – Tikva Municip. BMC Partner – eng, Social Security, NDS, ZIM Motorola Matrix , Xor HP HP, Xor IBM - Tivoli Bank Mizrachi IBM Symantech Your Text here Your Text here Malam-Team HP Altiris Bynet Artnet E&M Virgonet Aman SAP – Coca-cola, IEC, Ness, Malam-Team Solution mng Government Microsoft Bank Leumi, Mataf, Amdocs, DSW, IDF(Mamram), Rafael, IAA, Ramot Hospital, Matrix, Malam- SMS Ministry of Foreign Affairs, Teva, Bank Mizrahi, Intelligence Blue Square, Team, Bynet, corps, Comverse, IAI, Clalit, Netvision, IEC, Postil Superpharm, Audiocodes Taldor, DB@net Tel-Aviv mun, Eged, Pelephone Novell – Strauss- ZENworks Elite, Tnuva, Teva, Mirs, Menora, Orbotech, IAI, Nur, Netafim, Pe lephone, Rafael, Bezeq Online, Jerusalem Mun, CaesarStone, Ministry of Transport, Social Affairs, Traide&Laborwork Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic Galit Fein’s 66
  • 67. Service Service Desk Desk HD is amongst the primary targets for cost cutting Your Text here Your Text here Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 67
  • 68. Service Israeli Trends of Service Desk Desk  Although a lot have been done to improve HD staff productivity: • Best practices (ITIL) widespread acceptance among large & more complex ITOs Your Text here Your Text here • Desktop configurations standardization • Sophisticated HD tools - web-based user self-service, automated email response SW, incident tracking systems • Remote access Upcoming STKI RT • Outsourcing on SD: 31/05/2009 Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 68
  • 69. Different solutions for lack of HD staff Service Desk Customer recommendations  Self service through web access tools & knowledge mngt  Integration of 1st & 2nd levels support with distribution for expertise  Production system care only after working hours Your Text here Your Text here  SD is SPOC for every type of question (IT, HR, ect) – headcounter job integration  Best practices - ITIL Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 69
  • 70. Service HD Staffing Ratio Desk  Average ratio of Israeli Help Desk department: • ~360 users per HD FTE (between 120 – 1,400) • Compared to ~300 in global orgs Your Text here Your Text here  Average nu of incidents per month: 12,000 Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 70
  • 71. HD Israeli Benchmarks Service Desk Your Text here Your Text here missed calls % incidents opened % incidents closed % by self service st level support by Source: STKI Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 71
  • 72. Service Trends of Service Desk Tools Desk Over the past several years, there have been significant improvements in the tools available to Help Desks These tools can help in the automation of support & in Your Text here Your Text here the remedy of problems Progressed HD tools can optimize the size & the responsibilities of HD personnel Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 72
  • 73. Vendors Trends of Service Desk Service Desk Tools Vendors have followed with tools that assist in the implementation of ITIL processes Major vendors have expanded their offerings: Your Text here Your Text here • Asset mngt portfolio • SaaS model • CMDB Service desk mngt tool is a mature market Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 73
  • 74. IT Service Desk – Service Desk Positioning of the Israeli Market Vendors to Watch: Microsoft IBM CA SAP Worldwide Local Support Leader HP BMC Enterprise Siebel Your Text here Your Text here MID-Tier Pivotal SysAid IT HD PeopleSoft Modules This analysis should be used with its supporting documents Market Presence Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 74
  • 75. IT Service Desk Tools Service Desk Selected Installations in Israel Clients New Clients 08’ Integrators Comverse, IAI, Discount, Elta, ECI, HOT, Motorola, Teva, Bank Hapoalim, Bank CA, Ness, Malam, CA Elbit, Mekorot, Osem, Phoenix, DSW, Bezeq Int, Beit Berl, Yahav, Mifal Hapais, MSP, Cabao Israel Police, Tnuva, Central Bureau of Statistics, EL-AL, Ministry of Justice, Tamas, TASE, Ministry of Health, Tel-Aviv Municipality, Ministry of Defense, Herzelia Munic. Clalbit, Shabas, Rafael, Isracard, Yediot, Petah-Tikva Munic Shupersal, 888, 9900, Bank Israel Zim, Malan, IGS, MED Nautilus, Malam, Kneset, NDS, Sandisk Matrix ,Aman, BMC Social Insurance, Uniliver, Creo, Intel, Motorola, Summit Taldor, Xor Design, Polycom, Cellcom- eng. HOT-eng. Partner – eng Your Text here Your Text here HPOV:IDF, Netafim, Shaam, Open University, Orbotech, Service Manager Aman, HP, Xor HP Tower Semiconductors, Haaretz Tefensoft: Clalit Health, Menora, Migdal, Prime Minister, Strauss-Elite, Hadasa, Machteshim, Maman, AudioCodes Rav-Bariach, Marvell, Dan, Jonson & Jonson, Highway 6, Coca Cola, Prisma, Beit Consist SysAid Omrix, Wintegra, Sami Shimon College, Minicom, Litcom, Barel College, Ashdod Ilient Africa Israel, Mei-Eden, AIG, Electra, McCann Erickson, Port Diesenhaus unitours, Flash Opal Networsks, Liveperson, Hertz, Psagot Ofek Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 75
  • 76. Service IT Help Desk Modules from CRM packages Desk Clients New Clients 08’ Integrators Microsoft Ministry of Finance, Malan, Israeli EL AD: Judicial Authority 20 Partners, including: Navy, Intel, Prime Minister, Visa, Malam-Team: TAU Matrix- CRM* Cellcom, Ministry of Education Matrix-Effect: Igud, Effect, SIT, Advantech (*ITIL complaint) Superpharm , Malam- Netwise: Amal Team, Netwise, Bynet SW, El-AD…. Pivotal Super-Pharm, Bat-Yam Tadiran, Negev Ceramics, ONE1 Municipality, Exlibris, Systematics, Orad Your Panorama, Telmap, Ericom FGG Text here Your Text here Radvision, Gilat, Maccabi, Shahal, Ritalix, Globs Paz, Isr. Government Ness, IBM, EDS, SAP Bazan Advantech PeopleSoft Ministry of Foreign Affairs, Matrix Mamram, Bezeq - Siebel* Tnuva, Golden Pages, Bank Leumi Taldor, IBM - Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 76
  • 77. Sourcing IT in Aggressive Cost-Cutting Times Models Shift to Your Text here Technology is not a discretionary Your Text here Sourcing Models discretionary asset cost basis when possible Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 77
  • 78. Sourcing Cost Cutting Outsourcing Models Your Text here Your Text here Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 78
  • 79. What are the most important management Sourcing initiatives taken to reduce IT costs? Models Your Text here Your Text here Source: Cutter Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 79
  • 80. Sourcing Typical Benefits from Outsourcing Models  Focus on ―core‖ competence of the company  Cost-savings (reduced overheads, economies of scale)  Service quality improvement due to specialization of service provider  Reduction of capital expenditure - Discretionary costs Text here Your Text here Your structure  Standardized IT infrastructure & processes - access to best practices  Improvement in processes & their documentation  Offshoring – labor arbitrage Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 80
  • 81. Sourcing Typical Costs & Risks Models Loss of day-to-day mngt control of outsourced services Dependence on service provider for strategic info on internal technology, operational & business options Your Text here Your Text here Risks of losing valuable knowledge & experience Additional costs associated with managing the outsourcing service provider Bad PR if deal is off Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 81
  • 82. What kinds of work are you currently Sourcing Models outsourcing or planning to outsource? Your Text here Your Text here Source: Cutter Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 82
  • 83. For what reasons have you considered Sourcing Models backsourcing? Your Text here Your Text here Source: Cutter Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 83
  • 84. Sourcing Global Trends of Outsourcing Models Outsourcing/ Offshoring will continue to expand during economic meltdown Outsourcing landscape changing due to: Your Text here Your Text here • Globalization • Cloud Computing • Providers will turn to SaaS during the financial crisis Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 84
  • 85. Sourcing Global Trends of Outsourcing Models ITOs will turn to outsourcing for cost cutting • Non-discretionary expenditure reduction • Avoidance of capital investment Your Text here Your Text here Growing outsourcing segments: • QA • BPO - greater variety of offerings Crowdsourcing Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 85
  • 86. Sourcing Crowdsourcing Models “Taking a job traditionally performed by a designated employee & outsourcing here to an undefined, Your Text it Your Text here generally large group in the form of an open call.“ Howe Best & least expensive sources of innovation lie outside the corporate walls Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 86
  • 87. Sourcing Advantages of Crowdsourcing Models  Several, alternative designs & solutions  24x7 workforce (project gets done faster)  Applies to other aspects of innovation: • Netflix recommender service • Dell's IdeaStorm • Amazon.com's Mechanical Turk (http://www.mturk.com/mturk/welcome) Your Text here Your Text here Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 87
  • 88. Sourcing Disadvantages of Crowdsourcing Models  Requires great coordination  Exposure of intellectual property (both the contractor & the sponsor)  Corporate Social Responsibility issues Your Text here Your Text here Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 88
  • 89. Sourcing Israeli Trends of Outsourcing Models Steady & mature market Outsourcing market grew this year due to increasing scope of existing client & a few new deals Decline in number of deals Your Text here Your Text here Both largest deals of this year were comprehensive IT outsourcing in Public sector Rest of deals – small selective outsourcing NO backsourcing deals Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 89
  • 90. Sourcing Israeli Trends of Outsourcing Models Increased focus on detailed feasibility study Clients prefer a trial period of 1-3 years in long term (8-10 years) contracts Your Text here Your Text here Outsourcing service provider evaluation by the client • Meeting SLA terms of contract • Periodic review using a consulting company Galit Fein’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 90