Four forces converge to drive promising opportunities, higher expectations, and new challenges To start off, let’s think about what’s going on in the market as it relates to technology. The overwhelming pace of technology change including cloud, mobile, social computing, and analytics— are enabling organizations to connect to their customers, employees and partners in new ways—and while challenging, it creates a myriad of opportunities for organizations to innovate and lead. We’re seeing the technology become more important in the organizations as CEO’s see it as the #1 factor impacting their organization. IBM’s CEO Study is the largest face-to-face interview of CEOs ever conducted where we interviewed over 1700 CEOs around the world. Since our CEO Study series began, technology – in its widest sense – has progressively risen on CEOs’ radar. It now ranks as the number-one factor impacting organizations as you can see on the slide. During the study interviews, some CEOs spoke of how advances in alternative energy, biotechnology, nanotechnology and other fields far beyond IT are revolutionizing products, operations and business models. Others described new possibilities created by a physical world outfitted with millions of networked sensors. CEOs also discussed the whirlwind of “social” change they’re witnessing –Facebook, Twitter, Foursquare and other technology upstarts that have stormed across markets and industries. Smart, mobile devices are increasingly pervasive. And new technologies are emerging to help organizations store and make sense of the “big data” this digital storm is creating. Clearly these shifts are presenting promising opportunities, higher expectations and new challenges. IBM CEO Study 2012 - http://w3.ibm.com/ibm/resource/gbs_ceostudy2012.html Note: The four converging forces mentioned in the headline of this page is also often referred to as the “nexus of forces” by Gartner to describe the convergence and mutual reinforcement of social, mobility, cloud and information patterns that drive new business scenarios. To read more – http://www.gartner.com/DisplayDocument?doc_cd=234840
It is clear that cloud is changing the boundaries, access and economics of business and IT Cloud has clearly been one of the catalyst for the rise of importance of technology and the shifts in the technology market. Cloud is fundamentally changing the boundaries, access, and economics of business and IT. It is delivering simplicity, accessibility, and new pricing models. It is also fundamentally changing the way the acquisition of services is accomplished. As you can see on this slide, the predominant way in which capabilities will be acquired – and value delivered – will be as a service through cloud: ~50% of IT budgets will be allocated to operationalizing around cloud technology within 2 years. Source: IDC, CloudTrack 2012 Summer Survey, Part 1: Cost Savings in the Cloud, doc #237693, November 2012 ~80% of U.S. buyers indicate that they will have transformed 50% of their internal application/infrastructure environments to mimic a cloud delivery model in 5 years. IDC, 2012 U.S. Buyer Requirements for Outsourced Cloud Services Part 1: Road Map of Transformation, doc #234737, May 2012 ~80% of survey respondents currently use or plan to implement (by year-end 2013) cloud services for Applications; 45% for Business Processes.Source: Gartner G00229304 (Figure 2) ~7% Growth rate of all external services in 2016, and driven largely by cloud adoption, at &gt;13% in 2016. Source: IBM This is all changing the way organizations are thinking about their partnering strategies.
Increasingly, leaders are pursuing partnerships to succeed As we think about the nexus of forces and technology factors that we just discussed, leaders need new ways to help them quickly and effectively take advantage of the opportunities and myriad of challenges that come with these forces. We’re seeing that leaders are seeking partnerships and sourcing strategies to succeed in this change. If you look at the research statistics on this page it becomes clear: 69% of CEOs partner extensively (up from 55% in 2008) 53% of CEOs are partnering for innovation1 92% of CMOs will increase use of external partnerships for customer and data analytics 61% of CMOs will increase use of external partnerships for IT skills 65% of CIOs growth-focused CIOs are partnering extensively to change the mix of skills, expertise and capabilities 48% of CIOs feel unprepared to face the complexity of increasingly interconnected economies, enterprises and societies3 70% of CxOs plan to outsource for strategic business value beyond efficiency and operating effectiveness IBM CEO Study 2012 - http://w3.ibm.com/ibm/resource/gbs_ceostudy2012.html IBM CIO 2011 Study - http://w3.ibm.com/ibm/resource/ibm_on_ciostudy2011.html IBM CMO Study – http://w3.ibm.com/ibm/resource/gbs_CMO2011.html Additional reading – Gartner: The nexus of forces will accelerate managed services adoption - https://w3-03.ibm.com/sales/competition/compdlib.nsf/weball/C9A4A42AC85D7F9585257B080060418B
IBM market research identified new partnering strategies with substantive business benefits To better understand the changing dynamics in business and IT services sourcing and partnerships, IBM surveyed more than 1,300 sourcing decision makers from around the world. Our findings confirm that sourcing motivations are evolving beyond cost savings to higher-order outcomes like process effectiveness, competitive advantage and business innovation. In fact, less than 7 percent of surveyed decision makers said cost reduction and efficiency were the sole reasons they outsourced IT infrastructure, applications and business processes. Many had a mix of motivations, with 39 percent sourcing primarily for innovation in at least one business or IT service area. When we examined both the extent of outsourcing and the motivations behind it, four partnering strategies emerged: Enterprise Innovators are outsourcing more areas of their business. And across IT infrastructure, applications or business processes, they’re sourcing services to drive innovation– changing how they operate, their role in the value chain, how they monetize value or even the way their entire industry works. • Enterprise Optimizers outsource a similarly broad set of business and IT functions, but their aim is primarily to drive greater efficiency and effectiveness. • Focused Innovators outsource in a narrower manner. They engage service providers to innovate particular areas of their business. • Focused Optimizers have a more traditional outsourcing strategy. They’re tapping providers to improve efficiency and effectiveness in targeted areas. All of these are valid strategies. However in comparing them, what stood out most was Enterprise Innovators’ financial performance. An initial look at average revenue growth and gross profit growth suggested a potential correlation between partnering strategy and business performance. To test the strength of this linkage, an in-depth analysis was conducted, controlling for other firmographic influences such as geography, company size and industry. The results? Across every financial measure tested, Enterprise Innovators outperformed those using other partnering strategies. Their businesses show healthy growth and continued investment. So, what’s behind this powerful performance? Partnering is likely a contributing factor. By virtue of the segmentation, we know that these organizations are pursuing more business-oriented, innovation-driven outcomes from their sourcing relationships. Now how can you take advantage of this and determine the right partnering strategy for your organization? Link to full study: http://public.dhe.ibm.com/common/ssi/ecm/en/cie03118usen/CIE03118USEN.PDF
IBM has the skills and capabilities to deliver on your fundamental needs and drive innovation and business value for your organization IBM can help you take advantage of the changes in technology – including Cloud, Social, Mobile, and Analytics – and devise the right partnering strategy to drive innovation for your organization. Let’s look at this in more detail: Deepen Engagement and deliver enterprise mobility: Let’s start with your people & your workplace. We can help you deepen engagement with your employees, partners, and eco-system by enabling your infrastructure for social business and social collaboration without boundaries through voice, data, and video. We can also help your organization deliver more flexibility to your employees by enabling you to support “bring your own device”. With a workplace that is flexible your employees can communicate, collaborate, and work together across boundaries anywhere anytime. This all helps your organization increase productivity and deliver more to the bottom line. Turn Information into insights: Now that your workplace and your partner eco-system are connected and can collaborate, let’s shift to your information. With the exponential growth in data and the importance of turning data into insights, delivering an infrastructure that can support this becomes critical. Our analytics-based services can help you build an infrastructure that supports your data needs while ensuring your information is consistently managed and secured based on value and risk. Optimized infrastructure: Let’s move to your IT infrastructure… We can help you transform your infrastructure to help you take advantage of the latest technologies, like cloud computing. We can take your capacity constrained data center and help you scale it up & down through the cloud to accommodate changing needs. We can also help you optimize your server, storage, and network environments to minimize energy usage and associated costs. All of this can be seamlessly integrated across your traditional and cloud environment. Managing risk, security, and compliance: With a robust infrastructure to support your data center, workplace, and information needs, you now need a sound security and resiliency approach. IBM has proven methods to help you secure your infrastructure and organization across the layers of your business. We can help you proactively predict and mitigate risks before they reach you. All of this will help you maintain your brand image and meet ever changing regulatory requirements associated with security & resiliency. Transform Strategy & Business Operations: We can help you drive business value by leveraging new services and delivery models – including cloud, managed services, IT outsourcing, business process outsourcing, and traditional IT. We can also integrate management and governance of IT services and business process across the service lifecycle to drive transformation in your strategy & business operations. Let’s look at some specific examples now…
The most forward-thinking organizations are developing partnerships to address these needs Let’s take a look at some specific examples of where organizations have partnered with IBM to address their needs: Railway Company: http://w3-01.ibm.com/sales/ssi/cgi-bin/ssialias?infotype=CR&subtype=NA&htmlfid=0CRDD-8YJRTU&appname=crmd IBM and a leading railway company have had a formal relationship since 2002 through a strategic outsourcing agreement. Approximately 2 years ago, the company moved their mobile management piece to an IBM competitive solution. Recently, when considering BYOD and the latest mobile device management solutions, the company wanted to re-evaluate its approach and open bidding to IBM and its competition. A key consideration for the railway company was the ability to support MobileIron, a key partner. Another driver for re-evaluating its solution was the desire to support employee choice, beyond just blackberry. With a younger workforce coming to the organization, the company wanted to support a more flexible work environment with more choice in devices and a BYOD strategy. They sought a solution that integrates the use of multiplatform mobile devices into its infrastructure and provides ongoing service and support for more than 6,000 users’ devices. Restaurant Chain & Food Retailer: http://w3-01.ibm.com/sales/ssi/cgi-bin/ssialias?infotype=CR&subtype=NA&htmlfid=0CRDD-8WPS27&appname=crmd A restaurant chain must continually evolve and respond to changing customer tastes. This requires understanding regional preferences in order to develop menus that will keep customers coming back - known as the menu mix. To determine which restaurants, for example, will feature corn grits dishes in favor of potato dishes, the company wanted to analyze sales data, historical inventory data, customer surveys and other data input. Using this data, the business could develop strategies for moving into new markets with the right menu mix. Closely related to analysis of menu mix, the food retailer wanted to understand what its customers like, how often they visit and how much they spend per visit. Additionally, the company wanted to manage its stores more efficiently to reduce food wastes and lower costs such as storage and transportation. The organization sought to use analytics in more sophisticated ways that would support greater insights and lead to more efficient operations. The organization engaged IBM to implement a solution based on IBM Netezza 1000-6 and IBM Netezza 100 appliances. The appliances provide the information management infrastructure required to take full advantage of the company’s IBM Cognos software and IBM DB2 databases. IBM Global Technology Services provided IT strategy and design services as well as storage optimization and implementation services to get the solution up and running quickly with a robust infrastructure. To further improve its use of BI, the company also purchased Cognos software training from IBM Training. Benefits of the solution included: •Reduced data volumes from 7 TB to 350 GBps, improving data warehouse performance •Reduced by 99 percent the amount of time required to generate key reports, from 18 hours to less than one minute •Anticipated increases in per-ticket sales because of higher customer satisfaction and up-sell •Anticipated increased profitability of new stores as a result of tailored menu mixes Karvina City http://www-01.ibm.com/software/success/cssdb.nsf/CS/CCLE-8H8TCB?OpenDocument&Site=corp&cty=en_ushttp://www-01.ibm.com/software/success/cssdb.nsf/CS/CCLE-8H8TCB?OpenDocument&Site=corp&cty=en_us The town of Karviná has a rich history predetermined by its strategically advantageous location on the trade routes from Hungary to the Baltic countries. This location caused Karviná to became a commercial, economic and cultural center for the whole area. The town experienced huge development mainly after the discovery of black coal in the second half of the 18th century. For decades the town of Karviná and its surroundings were an area with a high concentration of coal mining and related industries. More recently, this town has become a commercial and tourist center. A new era has brought new development in construction and commercial activities. The city needed a solution that would free up its limited IT personnel to manage and expand the city’s IT environment, automating many of its time-consuming, day-to-day personnel administration processes, while ensuring the security of its IT systems. Ensuring comprehensive IT security for a growing city requires the centralization and intelligent automation of many processes, including monitoring and preventing unauthorized access to the city’s IT systems. Karviná City has implemented a rules-based identity management system that automates employee account access based on employee position, role and department. The system then uses an automated account reconciliation process to detect and correct (or remove) any accounts that are not in agreement with the predefined rules and automatically removes account access. Benefits include: ·Provides a 100 percent improvement in the speed of new employee activation—new employees become productive with access to all systems in a few hours instead of several days ·Improves administrative efficiency and lowers costs; one full-time employee can now manage all user accounts, while the rest of the IT staff develop and enhance the IT environment of the organization ·Improves system security by removing orphan accounts and deactivating employee accounts within a few hours of termination of employment Sun Life Stadium – home of the Miami Dolphis http://w3-01.ibm.com/sales/ssi/cgi-bin/ssialias?infotype=CR&subtype=NA&htmlfid=0GNCS-8P492M&appname=crmd#content Sun Life Stadium, home of the Miami Dolphins National Football League team, has been a leader in the transformation from simple sports facility to a year-round destination and economic resource for the people of South Florida. Constructed in 1987, the stadium is a multipurpose facility with more than 1.5 million square feet, over 24,000 parking spaces and 75,000 seats. Its size and warm-weather location has made the stadium a frequent choice for marquee events including five Super Bowls, two baseball World Series, four college football national championships, a NFL Pro Bowl and World Cup soccer friendly matches. The primary challenge that the Dolphins faced was the inability to link disparate, but related, systems in a way that supported event-driven management of those systems in real time. Information about gate and turnstile use was being collected, for example. But a lack of real-time visibility and the inability to use the information to make decisions about security or public address announcements that could alleviate congestion or protect fans. The Dolphins needed a solution that would provide a unified view of all stadium systems in real time. The solution would visually represent key performance indicators, enable event-driven management of activities and allocation of resources, and establish that policies were being followed across the organization. Working with IBM and IBM Business Partner Flagship Solutions Group, the Miami Dolphins have implemented an event and facilities management solution based on IBM Intelligent Operations Center software. The goal of the implementation is to create a unified view of the stadium operations and system that allows for faster, more informed decisions that improve the safety of employees and spectators and create a positive experience for fans. In addition to IBM software, the solution also uses geospatial intelligence software from IBM Business Partner ESRI to associate system events with physical locations in and around the stadium. The solution is also cloud-based, using the IBM Smart Cloud Enterprise offering to quickly get the organization up and running in a fraction of the time that a full in-house engagement would take.La Caixa Bank - https://www.gosavo.com/IBM/Document/Document.aspx?id=29270516&view= La Caixa needed to evolve to a flexible IT services model to support its expansion strategy, improve its cost structure and liquidity position, and ensure IT excellence and innovation. IBM will provide technology, application and infrastructure outsourcing services; data entry management; and access to innovative technologies to reinforce the bank’s position as a technology leader. IBM’s alliance with La Caixa is expected to save EUR400 million over the 10-year contract and provided a global presence that enabled rapid integration of new banks outside Spain. La Caixa, looking for more than just cost cutting, wanted a relationship that would help it better leverage IT into its business objectives to stimulate growth and prepare for the future. By tightly weaving together business insights and its industry-leading software portfolio, world-class technology research and operations expertise, IBM is redefining what it means to design, deploy and deliver IT services on a global scale. As a result, IBM Global Services is enabling clients such as La Caixa to create IT efficiencies, integrate global acquisitions rapidly, collaborate on new technologies and free up resources to focus on innovative projects.
These organizations are partnering with IBM on a business and IT service model that is premised on business value and enabled by cloud These organizations are partnering with IBM across a spectrum of services including: Consulting: We can help you analyze and assess your strategy. Our consultants have extensive expertise in virtually all domains and industries. They use time-tested methodologies to help you develop the right IT strategy to support your business. Project-base services: We can help you with specific tasks, like implementing server, storage, or networking environments. Managed Services: We can manage your environment for you including server, storage, network, security and resiliency. Strategic Outsourcing: We can be your strategic IT partner and manage your entire IT infrastructure positioning you for innovation and business growth. Application Outsourcing: We can also manage your applications in addition to the underlying infrastructure. Global Process Services: We can take this all the way to your business layer by managing and innovating your business processes as well. You can see on this slide that SmartCloud services are embedded across the spectrum enabling you to leverage cloud services including building out your cloud strategy, implementing a private cloud, or leveraging IBM’s public could. Our services provide you with: Client-centric approach built on a highly flexible, modular delivery platform Vertical integration across all delivery models Committed to delivering business value and continual innovation Providing access to the breadth and depth of IBM capabilities and expertise
These services are based on proven methodologies that apply technical, financial, and industry lenses to accelerate business value IBM has the deep industry expertise to help address the business needs of your organization. We are able to pair our industry knowledge across IBM with our technology expertise to help you build the right IT strategy and design to meet your industry requirements. With our expertise we can help you take an integrated and holistic approach to your IT infrastructure, so that your plans support your business objectives. We start with strategy then technology, and leverage best practices & proven methods to build you a roadmap to your ideal optimized infrastructure. Once your strategy is in place, we can help you build the right architecture design that pulls in the right technologies to support your overall IT strategy. This will enable you to deliver a more flexible and integrated infrastructure that meets business needs. Finally, with IBM’s global reach and experience, we can help you quickly and reliably deploy the solution and sourcing strategy of your choice.
We’ve seen these services deliver impactful results for our clients Deepen Engagement and Deliver Enterprise Mobility Increase in sales of $6.8M over 3 years (Source: The Total Economic Impact of IBM Managed Mobility for BYOD http://www-935.ibm.com/services/us/en/mobility/infographic/total-economic-impact-study.html ) Increased employee productivity – more than $68M over 3 years (Source: The Total Economic Impact of IBM Managed Mobility for BYOD http://www-935.ibm.com/services/us/en/mobility/infographic/total-economic-impact-study.html ) 108% ROI over three years with IBM managed mobility services (Source: The Total Economic Impact of IBM Managed Mobility for BYOD http://www-935.ibm.com/services/us/en/mobility/infographic/total-economic-impact-study.html ) Turn Information into Insights Significantly increased utilization of storage, with results ranging up to 50% - 100%; (source: IBM Pulse, Pulse Comes To You, Storage Infrastructure Optimization, September 2011, Kansas City) Reduction in the usage and cost of expensive Tier 1 storage by 10 – 20, and up to 50%. (source: based on IBM data on client engagements; Sprint’s Storage Virtualization Journey, Pulse 2010, February 2010, Las Vegas) Reduction in the time critical IT resources like Storage Architects spend on manual provisioning and data movement. (source: A Blueprint for smarter storage management – IBM, 2011 - ftp://submit.boulder.ibm.com/sales/ssi/ecm/en/sdw03023usen/SDW03023USEN.PDF) Optimize Infrastructure Transform workloads—including complex workloads—into a more highly virtualized environment with up to 50 percent reduced costs. (based on IBM data from client engagements) Use data center strategy analytics to rationalize the data center infrastructure across the company to improve operational efficiencies while reducing operational expenses by 50% (based on IBM data from client engagements) Modular data centers from IBM let you pay to build only what you need when you need - deferring 40-50% of the capital and operating costs (based on IBM data from client engagements) Manage Risk, Security, and Compliance 95% of events can be handled without human intervention – relieving your staff and protecting your business (based on IBM data from client engagements) With our solutions, we give you a 55% lower TCO and management complexity of security, allowing you to focus on more important aspects of your business. (based on IBM data from client engagements) With our business continuity and resiliency solutions, we have achieved 100% recovery for those clients that have declared a disaster – giving you peace of mind that your business operations are resilient. (based on IBM data from client engagements) Transform Strategy and Business Operations 90% faster cloud workload analysis -- If you are wondering about how to proceed with cloud capabilities, we can help you create a business-ready cloud plan up to 90 percent faster than you might be able to do by yourself. We have unique tools based on IBM research that can help you select the right workloads to migrate to cloud based on your business needs. (based on IBM data from client engagements) 50% reduction in IT labor costs – IBM SmartCloud Enterprise can help you gain savings, quality, and speed to market – reduce the cost and time to provision a software environment with reduced labor for configuration and without installation costs (based on IBM data from client engagements) 9.4% revenue growth and 10.9% gross profit growth with outsourcing (Source: &quot;Why partnering strategies matter&quot; − an IBM Center for Applied Insights global study based on input from 1,351 sourcing decision makers. For more info, visit: ibm.com/ibmcai/sourcing )
IBM has the expertise and credibility to help you succeed As you can see on this slide, IBM has the expertise and credibility to help you address your needs across your infrastructure. Let’s touch on each area… (go through slide) ------------------------------------------------------------------------------------------------------ Sources: Broad range of devices supported including: iPhone, iPad, Android, Blackberry, Symbian, Psion, Motorola (IBM data) Experience managing 2.5million desktops and 4.6million help desk calls (IBM SO Data – Dan Marples contact) More than 35 years of data center management experience (Services Sparklers, Investor Day – March 2012) Over 430 clients and IBM data centers under management (Services Sparklers, Investor Day – March 2012) Thousands of server environments virtualized, providing 30 – 70% total cost of ownership savings (Services Sparklers, Investor Day – March 2012) Extensive industry, technology, and process expertise around the world (paraphrase on Services Sparklers, Investor Day – March 2012) Investment in cloud R&D with $3B in key cloud acquisitions (Services Sparklers, Investor Day – March 2012) More than 250 petabytes of storage under management (Strategic Outsourcing Data provided for Gartner Magic Quadrant) Experience analyzing more than 100B of commerce transactions a year in the cloud (IBM Annual Report 2011) Over 160 resiliency centers across 52 countries (Services Sparklers, Investor Day – March 2012) More than 200 IBM researchers working on breakthroughs in cloud security and privacy (Services Sparklers, Investor Day – March 2012) Experience managing over 13B events for over 4000 clients per day (Services Sparklers, Investor Day – March 2012)
IBM’s service delivery platform offers global reach and an unmatched base of experience. To back up our credibility, we have the delivery infrastructure to support our solutions around the world – ~400 Delivery Data Centers (Source: IBM Gartner MQ Supplemental Charts) 7.5M square feet of space (Source: IBM Gartner MQ Supplemental Charts) 150 global resiliency centers in 44 countries (Source: IBM Gartner MQ Supplemental Charts) Largest global network of security operations centers (Source: IBM Gartner MQ Supplemental Charts) 4,000 Architects and 20,000 IT Specialists worldwide with expertise across Cloud, Security, Networking, Storage, and all technical domains (Source: Erich Clement, “Category of One” blog post - https://w3-connections.ibm.com/blogs/1f5d8ece-1a40-4a73-b792-670ed8de9a07/entry/5?lang=en_us ) Cloud Delivery capabilities in every continent. Over 90 Distinguished Engineers, 40 Master Inventors, 100 members of IBM’s Academy of Technology, and 300 IBM Researchers (Source: Erich Clement, “Category of One” blog post - https://w3-connections.ibm.com/blogs/1f5d8ece-1a40-4a73-b792-670ed8de9a07/entry/5?lang=en_us ) A Distinguished Engineer are executive-level technical leadership positions and are appointed for outstanding technical contributions and leadership. Becoming a Master Inventor is the result of a cumulative contribution to the IBM patent portfolio. Mast Inventors identify new inventions, mentor other employees through the patent process, foster innovative thinking, and help evaluate ideas for patenting. The IBM Academy of Technology Academy consists of engineers, programmers, scientists, architects, consultants and other technical professionals, in numbers that reflect IBM&apos;s overall professional population geographically and organizationally. The Academy&apos;s history began in 1989 with 109 members. Over the last twenty two years, the Academy&apos;s membership has grown to almost 1,000 members by the election of additional technical professionals from across the company. http://www-03.ibm.com/ibm/academy/index.html IBM researchers push the boundaries of science, technology and business to make the world work better. Today, IBM researchers are redefining where discovery happens by stepping outside of the laboratory and challenging the status quo to solve some of the world&apos;s most complex problems. From monitoring energy and water desalinization in the deserts of the Middle East to using nanopolymers to fight bacteria, IBM Research is a global community of forward-thinkers working towards a common goal: progress. http://www.research.ibm.com/ Continued expansion and investment in growth markets (Source: IBM Annual Report 2012)
Consider a partnering strategy to deliver better business outcomes for your organization In this presentation we’ve talked about how a convergence of forces – cloud, social, mobile, and analytics – are changing the way we think about technology today. Organizations are partnering more and more to take advantage of the opportunity to grow, innovate, and take advantage of new technologies. Now it’s time to consider your path and the partnering approach that will work for you. Think about some critical questions: Is your organization achieving the levels of innovation required to compete in today’s environment? Are your infrastructure and business processes able to meet the changing needs of your organization? Are you developing internal capabilities that would be better handled by others? When you answer these questions, think about how a strategic partnership with IBM might help you achieve better results and deliver more business value. We can partner with you across a spectrum of initiatives as we discussed in this presentation and help you deliver an infrastructure and business processes that meets your needs.
IBM Global Technology Services: Partnering for Better Business Outcomes