AOTMP 2010 State Of The TEM Industry

State of
the
Industry Enterprise views of the
Telecom Expense Management &
Wireless Mobility Management
Industry

October 2010

n AOTMP’s Industry Confidence Index
n Enterprise Satisfaction Ratings of Suppliers
n Industry Trends & Analysis

Table of Contents
State of the Industry Overview ................................................... 2
Background/Demographic Profile ................................................ 3
Chapter One: Industry Trends .................................................... 4
Chapter Two: Industry Confidence Index...................................... 7
Chapter Three: Supplier Satisfaction.......................................... 10
Chapter Four: Supplier Capabilities............................................ 18
Chapter Five: Industry Call to Action ......................................... 22
Chapter Six: Key Findings Summary .......................................... 25
Appendix One: AOTMP’s State of the Industry Report................... 26
Appendix Two: About the Authors ............................................. 27
Appendix Three: About AOTMP Research .................................... 28

Table of Figures
Figure 1: Respondent Profile – Company Size ............................... 3
Figure 2: Respondent Profile – Title ............................................. 3
Figure 3: Average Number of Supported Wireless Elements ............ 4
Figure 4: Distribution of Wireless Devices ..................................... 5
Figure 5: Percentage of Companies Without a Wireless Policy .......... 6
Figure 6: Industry Confidence Index Trend ................................... 7
Figure 7: 2010 ICI Response Distribution ..................................... 8
Figure 8: ICI – TEM and WMM Supplier Presence ........................... 9
Figure 9: Supplier Satisfaction Ratings ....................................... 13
Figure 10: TEM Supplier Satisfaction Ratings .............................. 14
Figure 11: Size of Companies Rating TEM Suppliers ..................... 15
Figure 12: WMM Supplier Satisfaction Ratings ............................. 16
Figure 13: Size of Companies Rating WMM Suppliers ................... 16
Figure 14: Other TEM and WMM Suppliers/Consultants Mentioned.. 17
Figure 15: Supplier Wireline Capabilities .................................... 19
Figure 16: Supplier Wireless Capabilities .................................... 20
Figure 17: TEM and WMM Supplier Deployment Methods .............. 21

© Copyright 2010 AOTMP.
All print and electronic rights are the property of AOTMP. All rights reserved.

AOTMP, 6510 Telecom Drive, Suite 100, Indianapolis, IN 46278
1.800.860.8608 www.aotmp.com

State of the Industry Overview
The Telecom Expense Management (TEM) and Wireless Mobility
Management (WMM) industry continues to evolve. With the recent
downturn in the economy, enterprises have been forced to reduce

“AOTMP’s second annual costs and staff across the board, providing opportunities for

State of the Industry enterprises to implement a TEM or WMM program to gain control over
Report measures budget finances. Those enterprises who have implemented a formal
enterprise confidence and program are able to reap the benefits of gaining visibility and control
satisfaction within the into their telecom and wireless environments and make critical
Telecom Expense
business decisions to drive efficiency within their environments.
Management (TEM) and
Wireless Mobility
In order to assess the current state of the industry, AOTMP’s second
Management (WMM)
annual State of the Industry Report measures enterprise confidence
industry.”
and satisfaction within the TEM and WMM industry. The report
specifically addresses and answers three critical questions:

1. What are the critical trends within the industry today?
2. What is the level of enterprise confidence in the industry?
3. How satisfied are those who utilize a TEM and WMM Supplier?

These are all important questions for enterprises engaged in TEM and
WMM activities, implementing a TEM and WMM program, or selecting
a TEM or WMM Supplier. This report was also developed for (1)
enterprises working to define and improve their programs (2)
Suppliers and consultants providing technology and services for these
programs and (3) other related parties, such as partners and
investors, seeking to understand the current state of the industry
from the enterprise perspective.

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© 2010 AOTMP. All rights reserved.

Background/Demographic Profile
1,136 enterprise professionals representing 24 different industries
participated in the AOTMP State of the Industry benchmark study. By
design, the study included contributions from enterprises with a TEM

“1,136 enterprise and/or WMM program that may or may not include one or more

professionals Suppliers or consultants. 60% of all study contributors were classified
representing 24 different as large organizations, with annual revenue above $1 billion. Half of
industries participated in all respondents were self-classified as Directors or Managers. An
the AOTMP State of the overwhelming majority of participants were from North America.
Industry benchmark
study. 60% of all study
contributors were Figure 1: Respondent Profile – Company Size
classified as large
organizations, with
annual revenue above $1
billion.”

Figure 2: Respondent Profile – Title

Source: AOTMP, October 2010


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Chapter One:

Industry Trends

ACTION ITEM
There are many trends which are shaping the TEM and WMM
landscape today. With good cause, a lot of focus and effort is
Trends such as the 50%
currently being applied to Wireless Mobility Management. AOTMP
year-over-year increase in
research indicates that wireless expenses constitute about 35% of
the number of mobility
enterprise total telecom spend and this figure is only expected to
applications deployed
increase in the future.
dictates the need for a
formal Wireless Mobility
Management program and However, enterprises are finding it increasingly difficult to gain
dedicated focus within help control of their wireless environments, due to the ever-changing
desk and security protocols nature and complexity of the wireless landscape. Research obtained
to ensure alignment of from this study indicates that enterprises are managing more telecom
application management
service providers, device models, applications and operating systems
with business objectives.
than ever before. In fact, the average number of applications being
supported on today’s wireless devices has more than doubled over
the last 2 years.

Figure 3: Average Number of Supported Wireless Elements


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Making life more difficult for the enterprise are recent trends related
to the types of devices that are being managed. Smart devices have
steadily increased in popularity over the last two years, while
traditional cell phone usage has declined. In fact, there are nearly the
same quantity of smart devices and traditional cell phones within the
“The presence of smart
enterprise today. The number of smart devices is only expected to
devices within the
workplace is exploding. increase, as devices such as the iPad™ and tablet computing devices

There are nearly the are deployed. These trends reflect a more mobile workforce that is
same quantity of smart relying on high-powered mobile devices to perform day-to-day
devices and traditional business activities.
cell phones within the
enterprise today.”
Figure 4: Distribution of Wireless Devices


The cornerstone of any Wireless Mobility Management program is
policy, regardless of whether an organization institutes a corporate
or employee liable management strategy. With the previously
mentioned trends reflecting increases in the number of smart
devices containing sensitive company-related information and the
number of applications being deployed onto these devices, the
need for a formal policy has never been greater, and the
enterprise is beginning to attach to this message. AOTMP research

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indicates that the percentage of enterprises that do not have a
formal policy in 2010 has reduced substantially over the last 2
years.

Figure 5: Percentage of Companies Without a Wireless Policy
“A 3% increase in
activities being performed
by internal staff was
observed in 2010
compared to 2009.”


AOTMP has also observed trends relating to primary responsibility for
performing TEM and WMM activities. A 3% increase in activities being
performed by internal staff was observed in 2010 compared to 2009.
This trend may reflect some relative dissatisfaction with Supplier
performance, but also may reflect a change as internal staff are
working more closely with Suppliers and are more involved in the
day-to-day activities of the program.

It’s also interesting to note that with all of the changes currently
taking place within the wireless landscape, the percentage of
enterprises utilizing corporate and employee liable management
strategies remains similar to the previous year.

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Chapter Two:

Industry Confidence Index
AOTMP’s Industry Confidence Index (ICI) was created in 2009 to
serve as an indicator of enterprise confidence in the ability of the TEM
and WMM industry to serve current and future business needs. The
ICI scale is segmented into three ranges: High Confidence, Moderate
Confidence and Low Confidence. The 2010 ICI score is 8.14, which
AOTMP Industry represents a 6% increase over the previous year.
Confidence Index
(1 – 6)
Low Confidence Figure 6: Industry Confidence Index Trend
• Industry Indifference
• Poor Credibility &
Acceptance
• Low Perceived Value
Proposition
• Diminished ROI

(7 – 8)
Moderate Confidence
• Industry Reluctance
• Varied Credibility &
Acceptance
• Moderate Perceived Value
Proposition
• Potential ROI Sustainability

(9 – 10)
High Confidence
• Industry Acceptance
• Established Credibility
• High Perceived Value
Proposition
• Demonstrable & Sustainable Source: AOTMP, October 2010
ROI

Scoring toward the high end of the Moderate Confidence range
signifies enterprise satisfaction with TEM and WMM programs overall,
but sentiment among enterprises is still widely fragmented, indicating
room for improvement in terms of satisfaction and perceived business
benefit. Feedback provided from benchmark study participants also

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indicates enterprise TEM and WMM programs have moved beyond
infancy, but are not yet accepted as a mature business practice. With
only 51% of enterprises highly confident in the industry, much work
lies ahead for the TEM and WMM industry to reach maturity.

“The 2010 ICI score
The positive momentum in the ICI score is a good sign. However,
represents a 6% increase
in confidence over the further analysis reveals that only half of all enterprises are highly

previous year.” confident in the industry and their programs, with the other half
indicating some indecision or no confidence in the industry. Programs
“With only 51% of
should continue to evolve in order to drive value for the organization
enterprises highly
and service levels from Suppliers need to improve in order to further
confident in the industry,
much work lies ahead for
increase the score. As enterprise stakeholders gain confidence in

the TEM and WMM their TEM and WMM programs and the perceived ability of Suppliers
industry to reach to meet their evolving business needs increases, enterprise
maturity.” stakeholder perceptions will shift towards the highly satisfied
category, indicating overall stronger industry confidence.

Figure 7: 2010 ICI Response Distribution


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AOTMP also evaluated industry confidence based on whether
Suppliers were involved in any facet of TEM and WMM programs. ICI
scores are 10% higher when a Supplier is involved with the program,
which is consistent with 2009 results. This signifies that satisfaction
and perception of TEM and WMM value is influenced by the presence
“ICI scores are 10%
higher when a Supplier is of Suppliers and the perceived value they are adding. It is believed

involved with the that contributions to industry confidence are, in part, attributed to
program.” Suppliers’ ability to increase accuracy and visibility into telecom
expenses and the telecom environment through process automation.

Figure 8: ICI – TEM and WMM Supplier Presence


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Chapter Three:

Supplier Satisfaction
Assessing enterprise satisfaction is a good barometer to determine
the effectiveness of TEM and WMM Supplier performance against

“This effort is the first-of- expectations. For those enterprises seeking the services of a
its-kind in the industry – Supplier, there has been little independent information available to
with 100% of the results compare Suppliers and assess their performance. With this in mind,
driven directly by and as a major focus of this study, AOTMP set out in April 2010 to
enterprise customers of rank the Top 50 Suppliers in the industry based upon enterprise
Supplier services.”
satisfaction. Over a five month period, enterprises were asked to rate
their satisfaction with the Suppliers they have used over the past 12
months, using a 1-10 satisfaction scale (1 being lowest / 10 being
highest).

• A rating of 1 through 6 indicates degrees of overall
dissatisfaction with the Supplier and these participants are not
likely to provide positive recommendations of their Supplier.

• A rating of 7 or 8 represents mild satisfaction. These values
indicate a high degree of satisfaction indifference with the
Supplier, and the rating participant is less likely to proactively
recommend their Supplier to a peer.

• A rating of 9 or 10 indicates satisfaction with Supplier
performance and these participants are highly likely to
recommend their Supplier to a peer.

This effort is the first-of-its-kind in the industry – with 100% of the
results driven directly by enterprise customers of Supplier services.

AOTMP actively sought contributions from a variety of enterprise
stakeholders, including senior management, directors/managers and
staff members. AOTMP solicited enterprise participation through an
exhaustive benchmark collection program that included over 250,000

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contribution requests using live telephone interview and email
collection methodologies. All Fortune 1000, Forbes America’s Largest
Companies, 1000+ Mid-Market Enterprises, and Government/Public
Sector organizations were included in the study.

“AOTMP performed a Once the data collection period concluded, AOTMP performed a
thorough validation to thorough validation to ensure responses were accurately contributed
ensure responses were
by enterprise users familiar with their TEM and WMM Suppliers. After
accurately contributed by
validation, over 100 different TEM and WMM Suppliers were
enterprise users familiar
mentioned and rated by enterprises. 27% of the responding
with their TEM and WMM
Suppliers. Over 100
population indicated they have not used a Supplier in the last 12

different Suppliers were months.
mentioned by
Although AOTMP initially set-out to rank the Top 50 Suppliers, only
enterprises.”
25 Suppliers received rating responses deemed statistically valid and
representative of their customer base. The Top 25 Suppliers (ranked
from highest to lowest satisfaction) are provided in Figure 9. Figures
10 and 12 separate the Top 25 Suppliers based upon their core
service offering:

TEM Suppliers – Provide both wireline and wireless
management services

WMM Suppliers – Provide only wireless management
services

Additionally, Figure 14 provides a listing of the TEM and WMM
Suppliers and consultants who did not receive an adequate quantity
of responses to be statistically representative of their customer base.

The way services are deployed among Suppliers can vary. Some
Suppliers may only deliver a completely outsourced BPO or Managed
Service while others may only offer a SaaS or Hosted model.
Satisfaction ratings are reflective of each Supplier’s deployment
offering.

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AOTMP received additional enterprise feedback from over 80 non-
traditional TEM and WMM companies. Most of these responses
represented feedback from telecom service providers and resellers. It
is interesting to note that many carriers, such as AT&T, Granite
Telecommunications, Sprint, TELUS and Verizon were mentioned
“An overwhelming theme
among the top performing
multiple times as a TEM or WMM Supplier. Upon investigation into

Suppliers is the level of these responses, it was confirmed that a growing number of
service and support that companies are using carrier billing platforms as a primary TEM or
is provided.” WMM tool to gain visibility into telecom usage and spend.
Interestingly, enterprises that cited carrier billing platforms as their
primary TEM or WMM tool represent small, medium and large
enterprises alike.

System integrators such as Accenture, CSC and IBM, which have TEM
and WMM services in their portfolios, were not mentioned by
enterprises in the benchmark study. AOTMP believes that their
absence is an indication that their customers do not view them as
TEM and WMM Suppliers; rather, they are viewed as offering TEM and
WMM services as part of much broader solutions and engagements.

It is also interesting to note that several smaller Suppliers (in terms
of revenue and quantity of customers) appear towards the top of the
satisfaction rating scale. However, these Suppliers can, and do,
service large enterprises, as reflected by the enterprises who
participated in the study.

An overwhelming theme among the top performing Suppliers is the
level of service and support that is provided. Words and phrases such
as ‘responsive’, ‘proactive’, ‘knowledgeable’, ‘easy to do business
with’ and ‘flexible’ are all commonly used by customers of the top
companies. Ongoing service and support is a substantial driver of
overall customer satisfaction and can be used as a differentiator for
Suppliers.

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Figure 9: Supplier Satisfaction Ratings

Supplier
Satisfaction
Interpretation

(1 – 6)
Not at All Satisfied
• Varied degrees of
dissatisfaction
• Rating participant is not
likely to provide positive
Supplier recommendation

(7 - 8)
Somewhat Satisfied
• Mild satisfaction levels
present
• Satisfaction indifference
overall indicating rating
participant is less likely to
proactively recommend
Supplier to a peer

(9 - 10)
Highly Satisfied
• Satisfaction achieved
• Rating participant is highly
likely to proactively
recommend Supplier to a
peer


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Figure 10: TEM Supplier Satisfaction Ratings

DEFINITION

TEM Suppliers offer both
wireline and wireless
management services to
help customers manage
their telecom
environments.


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Figure 11: Size of Companies Rating TEM Suppliers

DEMOGRAPHIC

68% of the companies
who rated a TEM Supplier
have annual revenues
above $1 Billion.


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Figure 12: WMM Supplier Satisfaction Ratings

DEMOGRAPHIC

46% of the companies
who rated a WMM
Supplier have annual
revenues above $1
Billion.


Figure 13: Size of Companies Rating WMM Suppliers


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Figure 14: Other TEM and WMM Suppliers/Consultants
Mentioned (Listed in alphabetical order)

OBSERVATION

Other Suppliers and
consultants were
mentioned by
enterprises, but the
volume of enterprise
responses for each was
not deemed statistically
representative of their
individual customer
bases.


Note: While these Suppliers and consultants were identified by
enterprises and a wealth of satisfaction information was collected, the
volume of enterprise responses for each was not deemed statistically
representative of their individual customer bases.

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Chapter Four:

Supplier Capabilities
Suppliers can no longer rely upon specific service offerings solely as a
means for differentiation. As Figures 15 and 16 indicate, most

“Suppliers can no longer Suppliers are able to offer core TEM and WMM services and solutions
rely upon specific service through internal means or partnerships. Instead, Suppliers should
offerings solely as a place heavy emphasis on customer service and support as a way to
means for differentiation.” separate themselves from the competition.

If enterprises dig deep enough, they will find differences in Supplier
approaches. For example, some Suppliers will compile a baseline
inventory of services (through information gathered from carriers,
line verifications, physical site inspections, etc.) as the starting point
for any implementation, while others will use carrier invoices as the
means to build an inventory.

Other differences including how much detail Suppliers can glean from
an invoice, availability of standard reports or intuitiveness of the
software’s GUI may also separate Suppliers. Availability of different
deployment methods, such as BPO/Managed Service, SaaS/Hosted
and Licensed models can also vary among Suppliers. Figure 17
illustrates how the Top 25 Suppliers deploy their solutions.
Regardless of the Supplier, enterprises should perform a thorough
examination in order to match their goals and objectives with
Supplier capabilities.

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Figure 15: Supplier Wireline Capabilities

OBSERVATION

Most Suppliers are able
to offer core TEM and
WMM services. However,
if enterprises dig deep
enough, they will find
differences.


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Figure 16: Supplier Wireless Capabilities

OPPORTUNITY

Additional information
about each Supplier,
including detailed
analysis of strengths,
weaknesses and service
differentiators, is
available from AOTMP.


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Figure 17: TEM and WMM Supplier Deployment Methods

OBSERVATION

Availability of different
deployment methods,
such as BPO/Managed
Service, SaaS/Hosted and
Licensed models differs
among Suppliers.


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Chapter Five:

Industry Call to Action
The increase in enterprise confidence with the TEM and WMM industry
over 2009 results is promising for the industry as a whole.

“In order for confidence Confidence is influenced by current and past experiences, as well as
to enter into the top tier business value realized. In order for confidence to enter into the top
of the scale, the gap tier of the scale, the gap between perception of value and realization
between perception of of value must close. With this goal in mind, AOTMP offers four calls to
value and realization of action to all industry stakeholders that will result in narrowing the
value must close.”
confidence gap.

Enterprises

Clearly articulate business needs prior to Supplier selection.
Lack of flexibility in systems and with managed service engagements
continues to be a dominant concern expressed by enterprises
throughout this research study. While there is validity to these
concerns, a subtext of assumption was uncovered that led to this call
to action.

Customers want and need flexibility with their TEM and WMM
Suppliers; the very nature of telecom management demands it.
However, many calls for greater flexibility were prefaced by
admissions that customers assumed features and functionality would
meet business needs prior to implementation.

To this end, thoroughly mapping system capabilities, managed
service offerings, and workflow against business needs prior to
selecting a Supplier benefits both parties and reduces the number of
unwelcome surprises after deployment has begun. The extra time
spent planning a Supplier implementation will aid to mitigate
obstacles to success.

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Formalize relationship management structures prior to
implementation.
Enterprises don’t enter into business relationships expecting poor
execution from Suppliers. Yet, ‘mediocre support’, ‘lack of project
management’, ‘no follow through’ and ‘not very responsive’ were
“Evaluating the
relationship with your
descriptors used by several enterprises when asked about Supplier

TEM or WMM Supplier is experiences.
just as important as
Evaluating the relationship with your TEM or WMM Supplier is just as
feature and functionality
important as feature and functionality evaluation. Establishing a
evaluation.”
formal relationship management structure complete with service level
agreements (SLAs), performance monitoring, structured resolution
and remedy plans, and escalation protocols is essential for every
business relationship. Whether you are purchasing technology
solutions or managed service solutions, a formal relationship
management plan and scorecard is needed prior to implementation.

By establishing a relationship management plan prior to
implementation, Suppliers have a clear roadmap for expected
performance and are incented to meet expectations.

Suppliers

Increase performance management evaluation.
Suppliers have keen insight into the skill and effort required to
successfully deploy TEM and WMM systems and managed service
engagements. Experience across a varied customer base affords this
knowledge. Yet, customer satisfaction with performance varies
greatly.

Just as enterprises are served by articulating business needs and
relationship requirements, Suppliers are well served to frequently
report upon the value they deliver in the relationship. While cost
savings remains a top level business driver for TEM and WMM
programs, promoting and delivering benefits beyond identifying

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billing errors and optimizing inventories are necessary to sustain
program value. It is critical that ongoing value be aligned with and
reported against business needs and expectations.

This research uncovered common themes that illustrate customer
“Enterprises are often sentiment about performance management. Comments such as:
prepared to select a ‘little initiative on stewardship’, ‘didn’t add any value’, and ‘poor
Supplier based on
service levels’ indicate dissatisfaction with value generated. Clear
features, functionality
illustration of value on a consistent basis will influence perceptions
and offerings they deem
and serve to identify potential issues before they become problems.
suitable to meet their
needs; however, this
Look beyond customer requirements and understand expectations.
method of Supplier
Sourcing a TEM or WMM Supplier is a major initiative. Enterprises are
selection does not always
often prepared to select a Supplier based on features, functionality
yield a productive
and offerings they deem suitable to meet their needs; however, this
relationship.”
method of Supplier selection does not always yield a productive
relationship.

Previous AOTMP research identified that 50% of enterprises have
used the technology and services of more than one TEM or WMM
Supplier. There are many causes for Supplier churn, but in an
overwhelming majority of cases a single theme was identified – the
Supplier did not meet business needs. Enterprises were very vocal in
the research on this topic with comments such as ‘too many
promises, no delivery’, ‘they were committed to us initially but in the
end never followed through’, ‘reporting is not sophisticated enough
for our needs’, ‘promised more than they delivered’, and ‘still in
implementation, but product was oversold and appears to be under
delivered’.

While these comments may be directed at feature and functionality
deficits, they certainly are centered on customer expectations.

Taking ample time to clearly understand customer expectations is
just as critical to success as matching feature and functionality to
requirements.

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Chapter Six:

Key Findings Summary
1. Wireless application penetration has increased 50% year-
over-year since 2008.

2. Smart Devices represent more than one-third of the device
types in an enterprise (36%) up from 29% last year;
traditional cell phone distribution is flat.

3. More enterprises have a wireless policy today: 78% in 2010
versus 66% in 2008.

4. AOTMP’s Industry Confidence Index is up (8.14 in 2010 versus
7.68 in 2009); however, 49% are ‘somewhat’ or ‘not at all
confident’ in the industry.

5. Industry Confidence is 10% higher with the presence of a TEM
and/or WMM Supplier in the environment.

6. 5 of the top 25 Suppliers rated and ranked are wireless-only
Suppliers.

7. The range of enterprise satisfaction with their Suppliers (9.58
to 5.50) is dramatic – 9’s and 10’s are highly satisfied; 7’s and
8’s are somewhat satisfied; 1’s through 6’s are not at all
satisfied.

8. 100+ Suppliers were mentioned by enterprises in this
benchmark study.

9. Many enterprises view carrier billing tools as their primary
TEM or WMM tool.

10. 27% of research contributors have not used a TEM or WMM
Supplier in the past 12 months.

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Appendix One:

AOTMP’s State of the Industry Report

Additional customer-driven information about each Supplier, including
detailed analysis of strengths and weaknesses expressed by
enterprise peers is available from AOTMP. Custom analysis is
designed to enable enterprises to:

• Understand Supplier strengths and weaknesses as identified
by their customers

• Reduce technical and financial risk when selecting a Supplier

• Understand how satisfaction differs (and why) among different
customer stakeholder groups

• Improve current program performance by identifying areas of
Supplier opportunity

For a private presentation with an AOTMP analyst, call
800.860.8608 to schedule your session.

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Appendix Two:

About the Authors
Timothy C. Colwell, AOTMP Vice President of Global
Performance Management
Tim is AOTMP's Vice President of Global Performance Management
and leads the Efficiency First Performance Management, Benchmark
Research & Analysis, and Performance Scoring teams. He is lead
innovation architect for AOTMP’s Efficiency First Framework, designed
to drive efficiency into fixed and mobile telecom environments and
transform telecom into a strategic business driver. Tim is owner and
author of AOTMP’s patent pending process for Telecom Environment
Management, and is owner and author of AOTMP’s Industry Best
Practice Library.

Tim has worked with many global telecom and IT leaders to
implement best practices and performance measures in Fortune 500,
Forbes Private 50 and public sector client environments. Tim holds a
B.A. in Telecommunications from Indiana University.

Scott Lawrence, AOTMP Director of Research
Scott has over 14 years of experience developing and collecting
market research on behalf of global Fortune 500 enterprises within
the telecommunications and IT industries. In his previous role as a
senior research manager, Scott led teams to accomplish research
objectives by designing studies that yielded actionable information
while helping clients understand the impact of the results. Scott has a
B.S. in Marketing from Ball State University.

Scott is responsible for designing and managing AOTMP’s research
activities which includes research publications, market landscapes
and benchmarks within the areas of Telecom Expense Management
and Wireless Mobility Management. Scott also works as an advisor
and subject matter expert for AOTMP’s research services.

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Appendix Three:
About AOTMP Research

AOTMP research is supported through data collected from a variety of
sources. Data points are collected through enterprise and Supplier
benchmarking projects, training and certification events, research
surveys, frequent hot topic polls, virtual conference audience polling,
live conference audience polling, and AOTMP Access benchmarking
events. AOTMP’s data point contributors include over 60,000 IT,
telecom and business professionals, supporting domestic and
international enterprises and industry Suppliers. Data points
contributing to research are carefully analyzed using advanced
statistical methods. Research findings are confirmed through
test/retest validity methodology and, therefore, paint an accurate
picture of the industry. The clarity and detail of AOTMP research is
unmatched in the practice of telecom environment management, and
AOTMP expertise translates analysis into actionable findings
representative of the industry and all related industry segments.

About AOTMP
AOTMP is the leading provider of efficiency and productivity solutions for
managing fixed and mobile telecom environments. Our proprietary
certifications, benchmarks, standards and best practices deliver measurable
improvement in efficiency and productivity for managing wireless, voice, data
and network services. From Fortune 50 companies to SMB, enterprises
seeking the best return on telecom and IT services turn to AOTMP’s industry
research, advisory services, events, educational programs and performance
management systems to achieve operational and financial efficiency.

More information on fixed and mobile telecom management, as well as all
other AOTMP research publications, can be found at www.aotmp.com.

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AOTMP 2010 State Of The TEM Industry

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