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Navigating IT Complexity


Presented by IDG Research Services
      Produced for ShoreTel
          October, 2010




                1                    A World of Insights
Research Objectives and Methodology


The primary objective of this research program is to explore IT decision makers’ attitudes toward and acceptance of 
technology complexity with a focus on IP telephony solutions. More specifically, the survey was designed to identify the 
extent to which companies are struggling with IT complexity as a macro issue, the perceived contributors to IT 
complexity, adoption of IP telephony, and attitudes/experiences regarding complexity in IP telephony solutions.


The research was conducted online among the CIO and Network World audiences between September 14, 2010 and 
October 4, 2010. Participants were offered the opportunity to enter a drawing for a $250 cash prize at the end of the 
survey. 


Respondents were screened for title (IT manager and above or LOB executive), core job responsibilities (strategic 
focus), company size of 50 or more employees, and for the implementation or planned implementation of IT telephony 
solutions. A total of 324 qualified respondents are represented in this summary; 186 respondents are members of the 
CIO audience, 138 respondents are members of the Network World audience. The margin of error for a sample size of 
324 is +/‐ 5.4 percentage points.




                                                             2                                            A World of Insights
Highlighted Findings

IT Complexity as a Market Dynamic.  Respondents were asked a number of questions to help assess general perceptions relating to IT 
complexity, not just within their organizations but across the market at large. Survey results show that IT decision makers both
recognize the significance of IT complexity and are resigned to its existence as an inescapable fact. 

       Over four out of five respondents (85%) strongly agree or agree that IT complexity due to integration issues, incompatible or 
       proprietary technologies is a significant challenge facing organizations today.

       Roughly four out of five respondents (81%) strongly agree or agree that IT complexity is inevitable and that it can not be 
       eliminated. 


Perceived Causes of Business Technology Complexity. IT’s need to support a diverse set of technologies (55%), a lack of standards 
across technologies (47%), and conflicting proprietary technologies (44%) are the factors respondents most often identify as 
contributors to business technology complexity at organizations today.

       The CIO audience was significantly more likely to identify the need to support an increasingly diverse set of technologies as a 
       key contributor than the Network World audience (60% vs. 49%). 

       Respondents from organizations with 5,000 or more employees are significantly more likely than smaller organizations to 
       feel technology complexity arises as a result of vendors too narrowly focusing their solutions (39% vs. 23% incidence for both 
       500‐4,999 employee and <500 employee companies).

       Participants in this survey from midsize companies (500‐4,999 employees) and large enterprises (5000+ employees) are 
       significantly more likely (48% and 49%, respectively) than participants from small companies (<500 employees, 35%) to report 
       that integration of legacy technology is contributing to business technology complexity today.




                                                                 3                                            A World of Insights
Highlighted Findings

Approaches to Reducing Complexity. Respondents most often (57%) report that having a strategy to replace legacy solutions 
with multiple, less complex solutions is the most effective way to reduce IT complexity at organizations today.

       Participants whose organizations’ efforts have yielded a reduction in complexity are significantly more likely than those 
       whose organizations’ efforts have not resulted in less complexity to report that leading vendors must acknowledge 
       complexity and overhaul legacy offerings (23% vs. 13%) in order to reduce complexity. 


IT Complexity at “Home”. Nearly six out of ten respondents (57%) report that IT complexity poses an extreme or significant 
challenge for their own organization. These results are fairly consistent across organizations of varying sizes (64% for enterprises 
with 5,000+ employees, 59% for companies with 500‐4,999 employees, and 51% for SMBs with <500 employees) as well as 
when comparing the CIO audience to the Network World audience (56% vs. 59% respectively). 


Organizational Contributors to IT Complexity. Addressing IT security and compliance (51%), aligning technology solutions with 
business objectives (47%), and addressing the expectations and demands of users (41%) are the IT areas most frequently 
identified by respondents as the biggest contributors to IT complexity within their own organization.

       The CIO audience is significantly more likely than the Network World audience to report that integrating information 
       into business processes is one of the biggest contributors to IT complexity (45% vs. 31%).

       Moving to an IP telephony model is identified by respondents as one of the biggest contributors to IT complexity only 
       12% of the time.




                                                                  4                                             A World of Insights
Highlighted Findings
Steps Taken to Reduce Complexity at “Home”.  Implementing standards (32%), reducing/limiting/consolidating the number of 
technologies in use (14%), and reducing/limiting the number of vendors in place (11%) are the steps respondents are most often 
reporting they are taking to manage and reduce IT complexity in their organizations.

       CIO respondents are twice as likely to report that they are reducing/limiting/consolidating the number of technologies in use
       compared to Network World respondents (18% vs. 9%).

       Midsize (500‐4,999 employees) and small (<500 employees) companies are also significantly more likely than enterprise 
       organizations (5,000+ employees) to report that they are reducing/limiting/consolidating the number of technologies in use in
       order to manage or reduce complexity (17% and 18% vs. 5% respectively).

Success Reducing Complexity? Nearly two‐thirds of respondents (63%) report that their efforts to manage IT complexity have resulted 
in a measurable reduction in complexity within their organization. 

Organizational Attitudes Toward Complexity.
       My company is proactive in dealing with IT complexity: 57% rating their company either 5 out of 5 or 4 out of 5 where a rating 
       of 5 represents an extremely good descriptor (70% among those who have seen a measurable reduction in IT complexity vs. 
       34% among those who have not reduced IT complexity).
       My company is actively addressing IT complexity as a strategic IT priority: 55% (69% among those who have seen a 
       measurable reduction in IT complexity vs. 31% who have not seen a quantifiable reduction in IT complexity indicating that 
       efforts are making a difference). The largest companies are most likely to report this is an accurate descriptor of their 
       organization’s approach to IT complexity.
       My company culture encourages adoption of new innovations regardless of the technology complexity they might entail: 51%
       Complexity does not get in the way of our getting the most out of our IT investments: 40% (45% among those who have seen 
       a measurable reduction in IT complexity vs. 30% among those who have not reduced IT complexity).




                                                                 5                                           A World of Insights
Highlighted Findings

Perceptions of IP Telephony Complexity. Three out of ten respondents are of the mind that today’s IP telephony solutions are 
either extremely or very complex; however, only 14% of respondents feel that IP telephony solutions are not very complex or not 
at all complex.

       The CIO audience is significantly more likely than the Network World audience to report that they find IP telephony 
       solutions to be either not very complex or not at all complex (17% vs. 8% respectively).

       Interestingly, respondents with the largest IP telephony deployments (either enterprise wide or spanning multiple sites) 
       tend to have the lowest incidence of finding this technology extremely/very complex.

Challenges with IP Telephony. The inability to implement IP telephony solutions without a high level of involvement from the 
vendor (41%), expensive vendor service and support (38%), and challenges integrating IP telephony solutions with business 
processes (37%) are the challenges that respondents most frequently experience or expect to experience when dealing with IP 
telephony solutions.

       Members of the Network World audience are significantly more likely than members of the CIO audience to experience 
       (or expect to experience) complex management and administration protocols when dealing with IP telephony solutions 
       (30% vs. 17%).

       Respondents from smaller organizations (either <500 employees or 500‐4,999 employees) are significantly more likely 
       to face (or expect to face) a lengthy learning curve for users than are respondents from  larger enterprises (29% vs. 27% 
       vs. 13% respectively).




                                                               6                                            A World of Insights
Highlighted Findings

Factors Driving  IP Telephony Complexity. Respondents most commonly agree with the following statements about today’s IP 
telephony solutions:

        Some of the leading IP telephony solutions today are complex because they consist of many different technologies bolted 
       together (65% strongly or somewhat agree).

        IP telephony vendors are not doing enough to reduce the complexity that characterizes many of their (60% agree with this 
       statement). 

        Some of the IP telephony solutions today are complex because they are older traditional TDM solutions that have only been 
       enabled for an IP platform (58%). 

       Similarly 58% of participants believe that complexity could be eliminated from IP telephony solutions, however, vendors are 
       driven by other interests that discourage this. 

       Complexity is responsible for much of the overall operating and maintenance costs of IP telephony (57%).




                                                                7                                           A World of Insights
Highlighted Findings

Relevancy of ShoreTel’s IP Telephony Solution. Nearly six out of ten respondents (58%) rate the description of ShoreTel’s IP 
telephony solution as either extremely or very relevant to their organization. It is important to note that this rating was made on 
an “unbranded offering.” Respondents did not know which vendor’s offering we were describing.

       Only about one in ten respondents (12%) rate this solution as being not very relevant or not at all relevant to their 
       organization.
       Roughly seven out of ten respondents (70%) that have not yet deployed an IP telephony solution believe this solution 
       would be either extremely or very relevant to their organization, this is the highest frequency of any segment of the 
       sample.

Benefits Expected from Adopting Described Solution. Lower total cost of ownership is the benefit which respondents are most 
likely (53%) to expect from adopting ShoreTel’s IP telephony solution.

       Having the ability to give users communications and collaboration tools they can do more with is a potential benefit 
       which Network World respondents are more likely to expect as a by product of adopting ShoreTel’s solution than are 
       respondents from the CIO audience (54% vs. 42%).

       Having the ability to give users communications and collaboration tools they can do more with is a potential benefit 
       which respondents from midsize companies (500‐4,999 employees) are more likely to expect as a by product of adopting 
       ShoreTel’s solution than are respondents at small (<500 employees) and large enterprises (5000+ employees) (60% vs. 
       41% vs. 39% respectively).

       Both small (37%) and midsize (36%) companies are significantly more likely to report an improved focus on strategic 
       projects as a possible by product of adopting ShoreTel’s solutions than enterprise respondents (18%).




                                                                  8                                            A World of Insights
Detailed Findings – IT Complexity Perceptions

Q: Please rate your level of agreement with the following statements. 
                  IT complexity is inevitable. It can be managed but not eliminated.

Strongly agree      Somewhat agree     Neither agree nor disagree    Somewhat disagree     Strongly disagree


                    Total               41%                           40%                 8% 7%         4%
                      CIO                   42%                        40%                5% 9%         4%
        Network World                   40%                          39%                 *13% 5%        3%




        IT complexity due to integration issues, incompatible, and proprietary technologies is 
                           a significant challenge for organizations today.
 Strongly agree      Somewhat agree     Neither agree nor disagree    Somewhat disagree      Strongly disagree


                   Total              36%                             49%                  4% 10%         2%
                     CIO              32%                            53%                   3% 10%         1%
      Network World                     41%                             43%                4% 9%          2%



                            * Represents a statistically significant difference between Network World respondents and CIO respondents
                                                  Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents 


                                                      9                                               A World of Insights
Detailed Findings – Perceived Causes of Technology Complexity

  Q: What factors do you believe are contributing most actively to business technology 
                                   complexity today? 
                                                               Total      CIO      Network World
                                                                                                                                      55% *60%
           Needing to support an increasingly diverse set of technologies                                                      49%
                                                                                                                             47%49%
                                    Lack of standards across technologies                                                43%
                                                                                                                          44%
                                                                                                                         43%
                                      Conflicting proprietary technologies                                                  46%
                                                                                                                         43%
                                   Difficulty integrating legacy technology                                            41% 45%
                                                                                                                  36%
                                                                                                                34%38%
             Vendors not making enough effort to simplify their solutions
                                                                                                                 35%
                                                                                                                  35%
  Vendors leveraging complexity to create co‐dependency with customers                                           35%
                                                                                                                34%
                        Needing to keep pace with end user expectations                                    30% 37%
                                                                                                              32%
                                                                                                             31%
   Vendors using complexity to generate revenue from service & support                                          34%
                                                                                                              32%
                                                                                                           30% 35%
     Vendors protecting their complex legacy technologies or acquisitions
                                                                                                            31%
                                                                                                            31%
      Lacking the appropriate internal skill sets/knowledge re: technology                                 30%
                                                                                                           30%
                                                                                                             31%
                                    Technology being inherently complex                                  28%
                                                                                                         28%
                                                                                                       26% 30%
    Vendors focusing too narrowly on their solutions to win market share
                                                                                  3%
                                                                     Other      1% 4%

                                                 * Represents a statistically significant difference between Network World respondents and CIO respondents
                                                                          Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents 


                                                                              10                                           A World of Insights
Detailed Findings – Approaches to Reducing Complexity

Q: Which of the following approaches do you feel is or would be most effective at 
        helping reduce or remove IT complexity at organizations today? 

          Coming up with a strategy to trim or replace complex legacy solutions and move to multiple less complex solutions
          For today's leading vendors to acknowledge complexity and overhaul their legacy solutions
          Working with support teams of legacy vendors to steadily reign in/manage complexity
          Not sure




                                                  57%                                  19%            13%      10%
                  Total




                                                    60%                                  22%            9%      10%
                     CIO




                                                 53%                             17%            *19%           12%
        Network World


                                  * Represents a statistically significant difference between Network World respondents and CIO respondents
                                                          Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents 


                                                             11                                                   A World of Insights
Detailed Findings – Severity of Challenge Posed by Complexity

    Q: To what extent is IT complexity a challenge for your own organization? 


 Extreme Challenge   Significant Challenge   Average Challenge       Not Really a Challenge      Not a Challenge At All




                       9%                     48%                                   37%                 5%      1%
             Total



                      6%                     49%                                   37%                 6%       1%
               CIO



                        12%                    47%                                    38%                4%     0%
    Network World




                                                    Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents 



                                                      12                                             A World of Insights
Detailed Findings – Organizational Contributors to IT Complexity

                       Q: In your organization, which areas of IT are the biggest 
                                     contributors to IT complexity? 
                                                        Total      CIO       Network World
                                                                                                                               51%
                                    Addressing IT security and compliance                                                       53%
                                                                                                                             49%
                                                                                                                           47%
                    Aligning technology solutions with business objectives                                                  48%
                                                                                                                        45%
                                                                                                                     41%
                       Addressing the expectations and demands of users                                                44%
                                                                                                                  38%
                                                                                                                   39%
                           Integrating information into business processes                                               *45%
                                                                                                            31%
                                                                                                                  37%
   Integrating communications/collaboration tools into business processes                                            40%
                                                                                                             33%
                                                                                                                 36%
                                      Integration of technology in general                                          40%
                                                                                                            32%
                                                                                                               35%
                                       Managing remote and mobile users                                      33%
                                                                                                                 37%
                                                                                                19%
                       Implementing unified communications successfully                      16%
                                                                                                      23%
                                                                                              17%
                                       Ongoing networking‐related issues                     16%
                                                                                                19%
                                                                                          12%
                                         Moving to an IP telephony model               9%
                                                                                              *17%
                                                                                 4%
                                                                     Other        4%
                                                                                3%

                                           * Represents a statistically significant difference between Network World respondents and CIO respondents
                                                                    Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents 



                                                                       13                                            A World of Insights
Detailed Findings – Steps Taken to Reduce Complexity
                           Q: What steps is your company taking to manage or 
                                   reduce IT complexity? (open‐end)
                                                          Total       CIO        Network World

                                                    Implementing standards                                                              32%
                                                                                                                                          33%
                                                                                                                                  29%
            Reducing/limiting/consolidating number of technologies in use                                    14%    18%
                                                                                                 9%
                                                                                                      11%
                                      Reducing/limiting number of vendors                           10%12%
          Reviewing legacy apps or systems for replacement or retirement                            10%
                                                                                                      11%
                                                                                                 8%
  Working with business users to define technology roadmap to support IT‐…                        8%
                                                                                                 7% 10%
                                                                                                7%
                              Reviewing, refreshing, upgrading technology                    5% 8%
      Leveraging next generation technologies such as the cloud, SOA, and…                      7%
                                                                                                 7%
                                                                                               7%
                          Investing in training/developing specific skill sets                  7%
                                                                                              6% 9%
                                      Leveraging vendor expertise/support                     6%
                                                                                            5% 8%
                                                     Outsourcing IT services            3% 5% 8%
      Seeking/implementing simplified solutions that are easy to integrate                 4%
                                                                                           4%
                                                                                           4%
               Application consolidation/software portfolio rationalization             3%
                                                                                         4%
                                                                                   1%
                                      Using out‐of‐box/packaged solutions            3%
                                                                                     3%
                                                                                    2%
                                                                        Other                                      17%
                                                                                                                   17%
                                                                                                                    17%
                                                                  Don't know      1%
                                                                                 0% 2%
                                                                   N/A/None        1%
                                                                                    1%
                                                                                   1%

                                                                         Bases: 228 Total respondents, 136 CIO respondents, 92 Network World respondents 



                                                                          14                                              A World of Insights
Detailed Findings – Success Reducing Complexity

Q: Have your company’s efforts to manage IT complexity resulted in a measurable 
               reduction in complexity within your organization? 

                                            All Respondents
                                                Yes       No

                                                                37%


                                      63%




    Roughly two‐thirds (67%) of                                            About six in ten (59%) respondents 
 respondents from CIO’s audience                                           from the Network World audience 
    report they have achieved a                                               report they have achieved a 
measurable reduction in complexity                                         measurable reduction in complexity 
     within their organization.                                                within their organization.



                                                Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents 



                                                  15                                             A World of Insights
Detailed Findings – Organizational Attitude Toward Complexity

   Q: How well do each of the following statements describe your company? 
                  My company is actively addressing IT complexity as a strategic IT priority
            5‐ Describes my company extremely well        4         3       2    1‐ Does not describe my company at all



                 Total         20%                    35%                             23%              15%       6%

                   CIO        19%                     34%                             26%               15%       5%

         Network World         20%                        36%                         20%            16%         8%


             My company culture encourages adoption of new innovations regardless of the 
                              technology complexity they might entail
           5‐ Describes my company extremely well     4         3       2       1‐ Does not describe my company at all


                 Total       17%                    34%                           26%                18%        5%
                  CIO       15%                 33%                             26%                 20%         5%
        Network World         20%                    34%                              26%              14%      5%




                                                      Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents 


                                                          16                                                         A World of Insights
Detailed Findings – Organizational Attitude Toward Complexity cont.

   Q: How well do each of the following statements describe your company? 
                           My company is proactive in dealing with IT complexity
           5‐ Describes my company extremely well     4        3   2     1‐ Does not describe my company at all



                Total       16%                     41%                           30%               9% 5%

                  CIO      15%                      42%                           30%               8% 5%

        Network World       17%                     39%                           30%               9% 4%


             Complexity does not get in the way of our getting the most of our IT investments
           5‐ Describes my company extremely well     4        3   2     1‐ Does not describe my company at all



                Total     11%              29%                         32%                  22%          6%

                  CIO    9%               30%                          37%                    21%         4%

        Network World      14%               28%                   26%                  22%           *10%



                                * Represents a statistically significant difference between Network World respondents and CIO respondents
                                                     Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents 


                                                          17                                                  A World of Insights
Detailed Findings – Perceptions of IP Telephony Complexity

      Q: In your opinion how complex are today’s IP telephony solutions?

 Extremely Complex         Very Complex    Somewhat Complex         Not Very Complex         Not at all Complex




                     3%          27%                            56%                           12%         2%
           Total


                                                                                                          3%
                     2%        26%                            55%                           15%
            CIO



                                                                                                          0%
                      6%             28%                            58%                           8%
  Network World




                                               Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents 



                                                 18                                             A World of Insights
Detailed Findings – Experienced/Expected Challenges with IP Telephony

Q: Which of the following have you experienced, or do you expect to experience with 
                              IP telephony solutions?
                                                   Total       CIO       Network World
                                                                                                                             41%44%
                    Inability to implement without vendor assistance                                                     38%
                                                                                                                         38%
                                                                                                                       37% 40%
                               Expensive vendor service and support
                                                                                                                        37%
                                                                                                                       37%
                              Business process integration challenges                                                    38%
                                                                                                                  32%
                                                                                                                  32%
                            Lengthy learning curve for administrators                                             32%
                                                                                                            27% 30%
                               Need for significant support resources                                                34%
                                                                                                       24%  28%
                    Hard for users to get the most out of the solution                                              33%
                                                                                                      23% 26%
                         Expensive operating and maintenance costs                                               31%
                                                                                                   20%  24%
                                     Lengthy learning curve for users                                         29%
                                                                                                      23%
                                                                                                     22%
                                        Downtime during installation                                   24%
                                                                                              17%    22%
                 Complex management and administration protocols                                               *30%
                                                                                                    22%
                                                                                                  20% 24%
           Problems stemming from not being truly native IP solution
                                                                                           15%
                                                                                            15%
                Difficult to scale the same given solution up or down                     14%
                                                                                          14%
                                                                                         13%
                Cumbersome to do MACs (moves, adds and changes)                             15%

                                       * Represents a statistically significant difference between Network World respondents and CIO respondents
                                                                Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents 



                                                                   19                                               A World of Insights
Detailed Findings – Causes of IP Telephony Complexity

     Q: Please rate your level of agreement with the following statements. 
                                                       Total      CIO        Network World

    Some of the leading IP telephony solutions today are complex                                                               65%
                                                                                                                               65%
 because they consist of many different technologies bolted together                                                           65%

 IP telephony vendors are not doing enough to reduce the complexity                                                        60%
                                                                                                                        55%
              that characterizes many of their solutions                                                                         *67%

Complexity could be eliminated from IP telephony solutions, however,                                                      58%
                                                                                                                        55%
     vendors are driven by other interests that discourage this                                                             62%
  Some of the IP telephony solutions today are complex because they                                                       58%
  are older traditional TDM solutions that have only been enabled for                                                   54%
                             an IP platform                                                                                  63%

      Complexity is responsible for much of the overall operating and                                                   57%
                                                                                                                     52%
                     maintenance costs of IP telephony                                                                         *65%

     Complexity is unavoidable in IP telephony solutions because it is                                     39%
                                                                                                        34%
                   inherent to the technology/process                                                            *46%
Solving the problem of complexity in IP telephony solutions is likely to                                  37%
   come from a new provider, rather than from one of the leading                                         35%
                          vendors today                                                                    40%

                                                Percentages based on the number of respondents who strongly agree/somewhat agree with each statement
                                                 * Represents a statistically significant difference between Network World respondents and CIO respondents
                                                                           Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents 



                                                                   20                                                    A World of Insights
Detailed Findings – Relevancy of ShoreTel’s IP telephony Solution

Q: In your experience, how relevant would the following IP telephony solution be for 
                                your organization? 
 A purpose‐built, native‐IP solution consisting of an open architecture with an all‐in‐one IP phone system with integrated unified 
   communications and contact center capabilities. Because of the open architecture your company’s important business and 
productivity applications integrate seamlessly with the solution’s communications interface. Unlike legacy PBX solutions that are 
 only IP‐enabled or solutions made up of bolted‐together technologies, this solution is built from the ground up for IP telephony
with no compromises. Moreover, it is appliance‐, as opposed to server‐based, making it scale modularly to any size company with 
    any number of sites. Moreover, without the moving parts server‐based solutions have, it is fundamentally more reliable.


       Extremely Relevant        Very Relevant        Somewhat Relevant          Not Very Relevant        Not at all Relevant




                                   18%                      40%                           30%               10%        2%
                     Total


                                   17%                     39%                            32%               9%         3%
                       CIO


                                   18%                       42%                           28%              11%         1%
          Network World



                                                            Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents 



                                                              21                                             A World of Insights
Detailed Findings – Benefits Expected from Adopting ShoreTel’s Solution

 Q: What benefits do you believe your organization might experience from adopting 
                 the type of IP telephony solution just described?
                                                           Total       CIO        Network World

                                                                                                                                      53%
                                           Lower total cost of ownership                                                                 56%
                                                                                                                                49%
                                                                                                                               47%
  Giving users communications and collaboration tools to do more with                                                   42%
                                                                                                                                      *54%
                                                                                                                             47%
                  Reducing complexity from my company's environment                                                           48%
                                                                                                                           45%
                                                                                                                        42%
  Better alignment of communications workforce and business direction                                                    43%
                                                                                                                       41%
                                                                                                                    39%
      Technology adapts to your company's work environment/culture                                                   40%
                                                                                                                   38%
                                                                                                              33%
        Easily integrates with your company's critical business processes                                        36%
                                                                                                        28%
                                                                                                            32%
          Providing my company with tools to compete more effectively                                    28%
                                                                                                                  37%
                                                                                                           31%
  Being able to focus energies away from telephony to strategic projects                                  30%
                                                                                                             33%
                                                                                     8%
                                                                     Other            9%
                                                                                    7%

                                              * Represents a statistically significant difference between Network World respondents and CIO respondents
                                                                        Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents 


                                                                             22                                            A World of Insights
Respondent Profile – Job Title

Q: Which of the following best describes your job title or function?
                                          Total       CIO      Network World

                                                                                                                   94%
                                 (NET) IT Management                                                               95%
                                                                                                                  93%
                                                                            20%
                                                     CIO                           *29%
                                                                    9%
                                                                6%
                                                     CTO        6%
                                                               4%
                                                                  10%
     Executive VP/Sr. VP/VP of IS/IT or related function            *12%
                                                                6%
                                                               4%
                                       Chief IT Architect     2%
                                                                7%
                                                                                  27%
                    Director of IS/IT or related function                            *32%
                                                                            20%
                                                                                  28%
       Manager/supervisor of IS/IT or related function                13%
                                                                                            *48%
                                                                6%
                          (NET) Business Management             5%
                                                                 7%
                                                               2%
                                          CEO/President       1%
                                                                4%
                                                              4%
                 Line of Business Technology Executive         4%
                                                              3%

                           * Represents a statistically significant difference between Network World respondents and CIO respondents
                                                     Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents 


                                                         23                                           A World of Insights
Respondent Profile – Deployment of IP telephony systems

   Q: How would you describe your company's current IP telephony deployment?
                                                       Total      CIO   Network World


                                                                                                                               29%
                     Enterprise‐wide to all sites and employees                                                                   31%
                                                                                                                         27%

                                                                                                               22%
                            Large deployment to multiple sites                                                   23%
                                                                                                             21%

                                                                                                            20%
               Deployment limited to one or a small number of                                              19%
                         branches/departments                                                                20%

                                                                                               14%
  Not yet deployed but plan to deploy in the next 12‐24 months                              12%
                                                                                                     16%

                                                                                      9%
                        Focused on connecting between offices                        9%
                                                                                       9%

                                                                               6%
                    Limited to call center or remote employees                 6%
                                                                                7%



                                                               Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents 


                                                                  24                                               A World of Insights
Respondent Profile – Areas of Responsibility

   Q: Which of the following statements describes your role/responsibilities at work? 
                                                            Total       CIO      Network World


                                                                                                                                         59%
                             I am a senior IT decision‐maker in my company                                                                     *66%
                                                                                                                                   50%

                                                                                                                      36%
                My primary focus is to drive the IT direction of my company                                                 *40%
                                                                                                                30%

                                                                                                                  31%
                     I am involved more in the strategic management of IT                                          33%
                                                                                                                30%

                                                                                            10%
               My primary role is to evaluate technologies for IT executives     0%
                                                                                                         *24%

                                                                                        9%
   My focus is primarily on the administration of IT matters in my company       0%
                                                                                                     *21%

                                                                                        7%
                       In my company I fulfill all the roles of an IT manager         5%
                                                                                          10%

                                                                                       7%
  My primary focus is giving support to users with their day‐to‐day IT issues    0%
                                                                                                  *17%

                                               * Represents a statistically significant difference between Network World respondents and CIO respondents
                                                                         Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents 


                                                                            25                                                 A World of Insights
Respondent Profile – Industry

Q: Which of the following best describes your organization's industry or function? 
                                                Total       CIO         Network World
                      Financial services/Real estate/Insurance                                                   14%15%
                                                                                                           12%
                                                                                                 9%
                                Business/Professional services                                8% 10%
                                                   Healthcare                               8%8% 9%
           Other public sector/Nonprofit (including Education)                                8%
                                                                                            8% 9%
                              Hardware/Software/Networking                                6% 8%     10%
                               Auto/Industrial/Manufacturing                                 8%     *10%
                                                                                  4%
                                       Wholesale/Retail trade                            6% 8%
                                                                                 4%
                                         Telecommunications                      4% 6%       8%
                                   Government: State or Local                    4% 6%       8%
                                    Chemicals/Energy/Utilities                    4%5%
                                                                              3%
                         Media/Entertainment/Travel/Leisure                       4%
                                                                                   4%
                                                                                4%
                                 Transportation/Warehousing                   3% 4%
                                                                          1%
                                                                            2%
                 Pharmaceuticals/Biotechnology/Life sciences              1% 3%
                                           Aerospace/Defense                2%
                                                                          2% 3%
                  Food/Beverages/Consumer packaged goods                   2%
                                                                          2%2%
                                                 Construction             2%
                                                                          2%
                                                                          1%
                                         Government: Federal             1%
                                                                       1% 2%
                                                          Other                          6% 7% 9%

                                    * Represents a statistically significant difference between Network World respondents and CIO respondents
                                                             Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents 


                                                                  26                                               A World of Insights
Respondent Profile – Company Size 

Q: Approximately how many people are employed in your entire organization or 
                              enterprise?
                                                   Network World           CIO     Total



                                                                                     32%
                                                                                        30%
                                                                                 28%

                                                      24%
                                                          22%

                                                  18%
      17%
         15%                                                       14%
   13%                                                                    13%
                                                                       11%                     12%

                 8%                                                                                     8%
                                   7%
                                        6% 7%                                                      6%
                           6%
                      4%

                                                                                                               0% 0% 0%

     20,000 or     10,000 ‐       5,000 ‐ 9,999   1,000 ‐ 4,999      500 ‐ 999     100 ‐ 499      50 ‐ 99      Less than 50
      more         19,999

                                                                Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents 



                                                                  27                                                A World of Insights
IDG Research Services specializes in marketing and media‐related research for technology 
 marketers. As a division of International Data Group (IDG), the world's leading technology 
   media, research, and event company, IDG Research Services brings the resources and 
experience of a large, global company to its clients in the form of a small, customer‐focused 
        business. For more information please visit http://www.idgresearch.com.

                                          Janet King
                                     GM/Vice President
                                    Office: 207‐847‐9377
                                     Fax: 207‐847‐9373
                            Email: janet_king@idgresearch.com




                                             28                                 A World of Insights

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Navigating IT Complexity - Research report by IDG

  • 1. Navigating IT Complexity Presented by IDG Research Services Produced for ShoreTel October, 2010 1 A World of Insights
  • 2. Research Objectives and Methodology The primary objective of this research program is to explore IT decision makers’ attitudes toward and acceptance of  technology complexity with a focus on IP telephony solutions. More specifically, the survey was designed to identify the  extent to which companies are struggling with IT complexity as a macro issue, the perceived contributors to IT  complexity, adoption of IP telephony, and attitudes/experiences regarding complexity in IP telephony solutions. The research was conducted online among the CIO and Network World audiences between September 14, 2010 and  October 4, 2010. Participants were offered the opportunity to enter a drawing for a $250 cash prize at the end of the  survey.  Respondents were screened for title (IT manager and above or LOB executive), core job responsibilities (strategic  focus), company size of 50 or more employees, and for the implementation or planned implementation of IT telephony  solutions. A total of 324 qualified respondents are represented in this summary; 186 respondents are members of the  CIO audience, 138 respondents are members of the Network World audience. The margin of error for a sample size of  324 is +/‐ 5.4 percentage points. 2 A World of Insights
  • 3. Highlighted Findings IT Complexity as a Market Dynamic.  Respondents were asked a number of questions to help assess general perceptions relating to IT  complexity, not just within their organizations but across the market at large. Survey results show that IT decision makers both recognize the significance of IT complexity and are resigned to its existence as an inescapable fact.  Over four out of five respondents (85%) strongly agree or agree that IT complexity due to integration issues, incompatible or  proprietary technologies is a significant challenge facing organizations today. Roughly four out of five respondents (81%) strongly agree or agree that IT complexity is inevitable and that it can not be  eliminated.  Perceived Causes of Business Technology Complexity. IT’s need to support a diverse set of technologies (55%), a lack of standards  across technologies (47%), and conflicting proprietary technologies (44%) are the factors respondents most often identify as  contributors to business technology complexity at organizations today. The CIO audience was significantly more likely to identify the need to support an increasingly diverse set of technologies as a  key contributor than the Network World audience (60% vs. 49%).  Respondents from organizations with 5,000 or more employees are significantly more likely than smaller organizations to  feel technology complexity arises as a result of vendors too narrowly focusing their solutions (39% vs. 23% incidence for both  500‐4,999 employee and <500 employee companies). Participants in this survey from midsize companies (500‐4,999 employees) and large enterprises (5000+ employees) are  significantly more likely (48% and 49%, respectively) than participants from small companies (<500 employees, 35%) to report  that integration of legacy technology is contributing to business technology complexity today. 3 A World of Insights
  • 4. Highlighted Findings Approaches to Reducing Complexity. Respondents most often (57%) report that having a strategy to replace legacy solutions  with multiple, less complex solutions is the most effective way to reduce IT complexity at organizations today. Participants whose organizations’ efforts have yielded a reduction in complexity are significantly more likely than those  whose organizations’ efforts have not resulted in less complexity to report that leading vendors must acknowledge  complexity and overhaul legacy offerings (23% vs. 13%) in order to reduce complexity.  IT Complexity at “Home”. Nearly six out of ten respondents (57%) report that IT complexity poses an extreme or significant  challenge for their own organization. These results are fairly consistent across organizations of varying sizes (64% for enterprises  with 5,000+ employees, 59% for companies with 500‐4,999 employees, and 51% for SMBs with <500 employees) as well as  when comparing the CIO audience to the Network World audience (56% vs. 59% respectively).  Organizational Contributors to IT Complexity. Addressing IT security and compliance (51%), aligning technology solutions with  business objectives (47%), and addressing the expectations and demands of users (41%) are the IT areas most frequently  identified by respondents as the biggest contributors to IT complexity within their own organization. The CIO audience is significantly more likely than the Network World audience to report that integrating information  into business processes is one of the biggest contributors to IT complexity (45% vs. 31%). Moving to an IP telephony model is identified by respondents as one of the biggest contributors to IT complexity only  12% of the time. 4 A World of Insights
  • 5. Highlighted Findings Steps Taken to Reduce Complexity at “Home”.  Implementing standards (32%), reducing/limiting/consolidating the number of  technologies in use (14%), and reducing/limiting the number of vendors in place (11%) are the steps respondents are most often  reporting they are taking to manage and reduce IT complexity in their organizations. CIO respondents are twice as likely to report that they are reducing/limiting/consolidating the number of technologies in use compared to Network World respondents (18% vs. 9%). Midsize (500‐4,999 employees) and small (<500 employees) companies are also significantly more likely than enterprise  organizations (5,000+ employees) to report that they are reducing/limiting/consolidating the number of technologies in use in order to manage or reduce complexity (17% and 18% vs. 5% respectively). Success Reducing Complexity? Nearly two‐thirds of respondents (63%) report that their efforts to manage IT complexity have resulted  in a measurable reduction in complexity within their organization.  Organizational Attitudes Toward Complexity. My company is proactive in dealing with IT complexity: 57% rating their company either 5 out of 5 or 4 out of 5 where a rating  of 5 represents an extremely good descriptor (70% among those who have seen a measurable reduction in IT complexity vs.  34% among those who have not reduced IT complexity). My company is actively addressing IT complexity as a strategic IT priority: 55% (69% among those who have seen a  measurable reduction in IT complexity vs. 31% who have not seen a quantifiable reduction in IT complexity indicating that  efforts are making a difference). The largest companies are most likely to report this is an accurate descriptor of their  organization’s approach to IT complexity. My company culture encourages adoption of new innovations regardless of the technology complexity they might entail: 51% Complexity does not get in the way of our getting the most out of our IT investments: 40% (45% among those who have seen  a measurable reduction in IT complexity vs. 30% among those who have not reduced IT complexity). 5 A World of Insights
  • 6. Highlighted Findings Perceptions of IP Telephony Complexity. Three out of ten respondents are of the mind that today’s IP telephony solutions are  either extremely or very complex; however, only 14% of respondents feel that IP telephony solutions are not very complex or not  at all complex. The CIO audience is significantly more likely than the Network World audience to report that they find IP telephony  solutions to be either not very complex or not at all complex (17% vs. 8% respectively). Interestingly, respondents with the largest IP telephony deployments (either enterprise wide or spanning multiple sites)  tend to have the lowest incidence of finding this technology extremely/very complex. Challenges with IP Telephony. The inability to implement IP telephony solutions without a high level of involvement from the  vendor (41%), expensive vendor service and support (38%), and challenges integrating IP telephony solutions with business  processes (37%) are the challenges that respondents most frequently experience or expect to experience when dealing with IP  telephony solutions. Members of the Network World audience are significantly more likely than members of the CIO audience to experience  (or expect to experience) complex management and administration protocols when dealing with IP telephony solutions  (30% vs. 17%). Respondents from smaller organizations (either <500 employees or 500‐4,999 employees) are significantly more likely  to face (or expect to face) a lengthy learning curve for users than are respondents from  larger enterprises (29% vs. 27%  vs. 13% respectively). 6 A World of Insights
  • 7. Highlighted Findings Factors Driving  IP Telephony Complexity. Respondents most commonly agree with the following statements about today’s IP  telephony solutions:  Some of the leading IP telephony solutions today are complex because they consist of many different technologies bolted  together (65% strongly or somewhat agree).  IP telephony vendors are not doing enough to reduce the complexity that characterizes many of their (60% agree with this  statement).   Some of the IP telephony solutions today are complex because they are older traditional TDM solutions that have only been  enabled for an IP platform (58%).  Similarly 58% of participants believe that complexity could be eliminated from IP telephony solutions, however, vendors are  driven by other interests that discourage this.  Complexity is responsible for much of the overall operating and maintenance costs of IP telephony (57%). 7 A World of Insights
  • 8. Highlighted Findings Relevancy of ShoreTel’s IP Telephony Solution. Nearly six out of ten respondents (58%) rate the description of ShoreTel’s IP  telephony solution as either extremely or very relevant to their organization. It is important to note that this rating was made on  an “unbranded offering.” Respondents did not know which vendor’s offering we were describing. Only about one in ten respondents (12%) rate this solution as being not very relevant or not at all relevant to their  organization. Roughly seven out of ten respondents (70%) that have not yet deployed an IP telephony solution believe this solution  would be either extremely or very relevant to their organization, this is the highest frequency of any segment of the  sample. Benefits Expected from Adopting Described Solution. Lower total cost of ownership is the benefit which respondents are most  likely (53%) to expect from adopting ShoreTel’s IP telephony solution. Having the ability to give users communications and collaboration tools they can do more with is a potential benefit  which Network World respondents are more likely to expect as a by product of adopting ShoreTel’s solution than are  respondents from the CIO audience (54% vs. 42%). Having the ability to give users communications and collaboration tools they can do more with is a potential benefit  which respondents from midsize companies (500‐4,999 employees) are more likely to expect as a by product of adopting  ShoreTel’s solution than are respondents at small (<500 employees) and large enterprises (5000+ employees) (60% vs.  41% vs. 39% respectively). Both small (37%) and midsize (36%) companies are significantly more likely to report an improved focus on strategic  projects as a possible by product of adopting ShoreTel’s solutions than enterprise respondents (18%). 8 A World of Insights
  • 9. Detailed Findings – IT Complexity Perceptions Q: Please rate your level of agreement with the following statements.  IT complexity is inevitable. It can be managed but not eliminated. Strongly agree Somewhat agree Neither agree nor disagree Somewhat disagree Strongly disagree Total 41% 40% 8% 7% 4% CIO 42% 40% 5% 9% 4% Network World 40% 39% *13% 5% 3% IT complexity due to integration issues, incompatible, and proprietary technologies is  a significant challenge for organizations today. Strongly agree Somewhat agree Neither agree nor disagree Somewhat disagree Strongly disagree Total 36% 49% 4% 10% 2% CIO 32% 53% 3% 10% 1% Network World 41% 43% 4% 9% 2% * Represents a statistically significant difference between Network World respondents and CIO respondents Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents  9 A World of Insights
  • 10. Detailed Findings – Perceived Causes of Technology Complexity Q: What factors do you believe are contributing most actively to business technology  complexity today?  Total CIO Network World 55% *60%   Needing to support an increasingly diverse set of technologies 49% 47%49%   Lack of standards across technologies 43% 44% 43%   Conflicting proprietary technologies 46% 43%   Difficulty integrating legacy technology 41% 45% 36% 34%38%   Vendors not making enough effort to simplify their solutions 35% 35%   Vendors leveraging complexity to create co‐dependency with customers 35% 34%   Needing to keep pace with end user expectations 30% 37% 32% 31%   Vendors using complexity to generate revenue from service & support 34% 32% 30% 35%   Vendors protecting their complex legacy technologies or acquisitions 31% 31%   Lacking the appropriate internal skill sets/knowledge re: technology 30% 30% 31%   Technology being inherently complex 28% 28% 26% 30%   Vendors focusing too narrowly on their solutions to win market share 3%   Other 1% 4% * Represents a statistically significant difference between Network World respondents and CIO respondents Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents  10 A World of Insights
  • 11. Detailed Findings – Approaches to Reducing Complexity Q: Which of the following approaches do you feel is or would be most effective at  helping reduce or remove IT complexity at organizations today?  Coming up with a strategy to trim or replace complex legacy solutions and move to multiple less complex solutions For today's leading vendors to acknowledge complexity and overhaul their legacy solutions Working with support teams of legacy vendors to steadily reign in/manage complexity Not sure 57% 19% 13% 10% Total 60% 22% 9% 10% CIO 53% 17% *19% 12% Network World * Represents a statistically significant difference between Network World respondents and CIO respondents Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents  11 A World of Insights
  • 12. Detailed Findings – Severity of Challenge Posed by Complexity Q: To what extent is IT complexity a challenge for your own organization?  Extreme Challenge Significant Challenge Average Challenge Not Really a Challenge Not a Challenge At All 9% 48% 37% 5% 1% Total 6% 49% 37% 6% 1% CIO 12% 47% 38% 4% 0% Network World Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents  12 A World of Insights
  • 13. Detailed Findings – Organizational Contributors to IT Complexity Q: In your organization, which areas of IT are the biggest  contributors to IT complexity?  Total CIO Network World 51%   Addressing IT security and compliance 53% 49% 47%   Aligning technology solutions with business objectives 48% 45% 41%   Addressing the expectations and demands of users 44% 38% 39%   Integrating information into business processes *45% 31% 37%   Integrating communications/collaboration tools into business processes 40% 33% 36%   Integration of technology in general 40% 32% 35%   Managing remote and mobile users 33% 37% 19%   Implementing unified communications successfully 16% 23% 17%   Ongoing networking‐related issues 16% 19% 12%   Moving to an IP telephony model 9% *17% 4%   Other 4% 3% * Represents a statistically significant difference between Network World respondents and CIO respondents Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents  13 A World of Insights
  • 14. Detailed Findings – Steps Taken to Reduce Complexity Q: What steps is your company taking to manage or  reduce IT complexity? (open‐end) Total CIO Network World   Implementing standards 32% 33% 29%   Reducing/limiting/consolidating number of technologies in use 14% 18% 9% 11%   Reducing/limiting number of vendors 10%12%   Reviewing legacy apps or systems for replacement or retirement 10% 11% 8%   Working with business users to define technology roadmap to support IT‐… 8% 7% 10% 7%   Reviewing, refreshing, upgrading technology 5% 8%   Leveraging next generation technologies such as the cloud, SOA, and… 7% 7% 7%   Investing in training/developing specific skill sets 7% 6% 9%   Leveraging vendor expertise/support 6% 5% 8%   Outsourcing IT services 3% 5% 8%   Seeking/implementing simplified solutions that are easy to integrate 4% 4% 4%   Application consolidation/software portfolio rationalization 3% 4% 1%   Using out‐of‐box/packaged solutions 3% 3% 2%   Other 17% 17% 17% Don't know 1% 0% 2% N/A/None 1% 1% 1% Bases: 228 Total respondents, 136 CIO respondents, 92 Network World respondents  14 A World of Insights
  • 15. Detailed Findings – Success Reducing Complexity Q: Have your company’s efforts to manage IT complexity resulted in a measurable  reduction in complexity within your organization?  All Respondents Yes No 37% 63% Roughly two‐thirds (67%) of  About six in ten (59%) respondents  respondents from CIO’s audience  from the Network World audience  report they have achieved a  report they have achieved a  measurable reduction in complexity  measurable reduction in complexity  within their organization. within their organization. Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents  15 A World of Insights
  • 16. Detailed Findings – Organizational Attitude Toward Complexity Q: How well do each of the following statements describe your company?  My company is actively addressing IT complexity as a strategic IT priority 5‐ Describes my company extremely well 4 3 2 1‐ Does not describe my company at all Total 20% 35% 23% 15% 6% CIO 19% 34% 26% 15% 5% Network World 20% 36% 20% 16% 8% My company culture encourages adoption of new innovations regardless of the  technology complexity they might entail 5‐ Describes my company extremely well 4 3 2 1‐ Does not describe my company at all Total 17% 34% 26% 18% 5% CIO 15% 33% 26% 20% 5% Network World 20% 34% 26% 14% 5% Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents  16 A World of Insights
  • 17. Detailed Findings – Organizational Attitude Toward Complexity cont. Q: How well do each of the following statements describe your company?  My company is proactive in dealing with IT complexity 5‐ Describes my company extremely well 4 3 2 1‐ Does not describe my company at all Total 16% 41% 30% 9% 5% CIO 15% 42% 30% 8% 5% Network World 17% 39% 30% 9% 4% Complexity does not get in the way of our getting the most of our IT investments 5‐ Describes my company extremely well 4 3 2 1‐ Does not describe my company at all Total 11% 29% 32% 22% 6% CIO 9% 30% 37% 21% 4% Network World 14% 28% 26% 22% *10% * Represents a statistically significant difference between Network World respondents and CIO respondents Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents  17 A World of Insights
  • 18. Detailed Findings – Perceptions of IP Telephony Complexity Q: In your opinion how complex are today’s IP telephony solutions? Extremely Complex Very Complex Somewhat Complex Not Very Complex Not at all Complex 3% 27% 56% 12% 2% Total 3% 2% 26% 55% 15% CIO 0% 6% 28% 58% 8% Network World Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents  18 A World of Insights
  • 19. Detailed Findings – Experienced/Expected Challenges with IP Telephony Q: Which of the following have you experienced, or do you expect to experience with  IP telephony solutions? Total CIO Network World 41%44%   Inability to implement without vendor assistance 38% 38% 37% 40%   Expensive vendor service and support 37% 37%   Business process integration challenges 38% 32% 32%   Lengthy learning curve for administrators 32% 27% 30%   Need for significant support resources 34% 24% 28%   Hard for users to get the most out of the solution 33% 23% 26%   Expensive operating and maintenance costs 31% 20% 24%   Lengthy learning curve for users 29% 23% 22%   Downtime during installation 24% 17% 22%   Complex management and administration protocols *30% 22% 20% 24%   Problems stemming from not being truly native IP solution 15% 15%   Difficult to scale the same given solution up or down 14% 14% 13%   Cumbersome to do MACs (moves, adds and changes) 15% * Represents a statistically significant difference between Network World respondents and CIO respondents Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents  19 A World of Insights
  • 20. Detailed Findings – Causes of IP Telephony Complexity Q: Please rate your level of agreement with the following statements.  Total CIO Network World Some of the leading IP telephony solutions today are complex 65% 65% because they consist of many different technologies bolted together 65% IP telephony vendors are not doing enough to reduce the complexity 60% 55% that characterizes many of their solutions *67% Complexity could be eliminated from IP telephony solutions, however, 58% 55% vendors are driven by other interests that discourage this 62% Some of the IP telephony solutions today are complex because they 58% are older traditional TDM solutions that have only been enabled for 54% an IP platform 63% Complexity is responsible for much of the overall operating and 57% 52% maintenance costs of IP telephony *65% Complexity is unavoidable in IP telephony solutions because it is 39% 34% inherent to the technology/process *46% Solving the problem of complexity in IP telephony solutions is likely to 37% come from a new provider, rather than from one of the leading 35% vendors today 40% Percentages based on the number of respondents who strongly agree/somewhat agree with each statement * Represents a statistically significant difference between Network World respondents and CIO respondents Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents  20 A World of Insights
  • 21. Detailed Findings – Relevancy of ShoreTel’s IP telephony Solution Q: In your experience, how relevant would the following IP telephony solution be for  your organization?  A purpose‐built, native‐IP solution consisting of an open architecture with an all‐in‐one IP phone system with integrated unified  communications and contact center capabilities. Because of the open architecture your company’s important business and  productivity applications integrate seamlessly with the solution’s communications interface. Unlike legacy PBX solutions that are  only IP‐enabled or solutions made up of bolted‐together technologies, this solution is built from the ground up for IP telephony with no compromises. Moreover, it is appliance‐, as opposed to server‐based, making it scale modularly to any size company with  any number of sites. Moreover, without the moving parts server‐based solutions have, it is fundamentally more reliable. Extremely Relevant Very Relevant Somewhat Relevant Not Very Relevant Not at all Relevant 18% 40% 30% 10% 2% Total 17% 39% 32% 9% 3% CIO 18% 42% 28% 11% 1% Network World Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents  21 A World of Insights
  • 22. Detailed Findings – Benefits Expected from Adopting ShoreTel’s Solution Q: What benefits do you believe your organization might experience from adopting  the type of IP telephony solution just described? Total CIO Network World 53%   Lower total cost of ownership 56% 49% 47%   Giving users communications and collaboration tools to do more with 42% *54% 47%   Reducing complexity from my company's environment 48% 45% 42%   Better alignment of communications workforce and business direction 43% 41% 39%   Technology adapts to your company's work environment/culture 40% 38% 33%   Easily integrates with your company's critical business processes 36% 28% 32%   Providing my company with tools to compete more effectively 28% 37% 31%   Being able to focus energies away from telephony to strategic projects 30% 33% 8%   Other 9% 7% * Represents a statistically significant difference between Network World respondents and CIO respondents Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents  22 A World of Insights
  • 23. Respondent Profile – Job Title Q: Which of the following best describes your job title or function? Total CIO Network World 94% (NET) IT Management 95% 93% 20%   CIO *29% 9% 6%   CTO 6% 4% 10%   Executive VP/Sr. VP/VP of IS/IT or related function *12% 6% 4%   Chief IT Architect 2% 7% 27%   Director of IS/IT or related function *32% 20% 28%   Manager/supervisor of IS/IT or related function 13% *48% 6% (NET) Business Management 5% 7% 2%   CEO/President 1% 4% 4%   Line of Business Technology Executive 4% 3% * Represents a statistically significant difference between Network World respondents and CIO respondents Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents  23 A World of Insights
  • 24. Respondent Profile – Deployment of IP telephony systems Q: How would you describe your company's current IP telephony deployment? Total CIO Network World 29%   Enterprise‐wide to all sites and employees 31% 27% 22%   Large deployment to multiple sites 23% 21% 20%   Deployment limited to one or a small number of 19% branches/departments 20% 14%   Not yet deployed but plan to deploy in the next 12‐24 months 12% 16% 9%   Focused on connecting between offices 9% 9% 6%   Limited to call center or remote employees 6% 7% Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents  24 A World of Insights
  • 25. Respondent Profile – Areas of Responsibility Q: Which of the following statements describes your role/responsibilities at work?  Total CIO Network World 59%   I am a senior IT decision‐maker in my company *66% 50% 36%   My primary focus is to drive the IT direction of my company *40% 30% 31%   I am involved more in the strategic management of IT 33% 30% 10%   My primary role is to evaluate technologies for IT executives 0% *24% 9%   My focus is primarily on the administration of IT matters in my company 0% *21% 7%   In my company I fulfill all the roles of an IT manager 5% 10% 7%   My primary focus is giving support to users with their day‐to‐day IT issues 0% *17% * Represents a statistically significant difference between Network World respondents and CIO respondents Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents  25 A World of Insights
  • 26. Respondent Profile – Industry Q: Which of the following best describes your organization's industry or function?  Total CIO Network World   Financial services/Real estate/Insurance 14%15% 12% 9%   Business/Professional services 8% 10%   Healthcare 8%8% 9%   Other public sector/Nonprofit (including Education) 8% 8% 9%   Hardware/Software/Networking 6% 8% 10%   Auto/Industrial/Manufacturing 8% *10% 4%   Wholesale/Retail trade 6% 8% 4%   Telecommunications 4% 6% 8%   Government: State or Local 4% 6% 8%   Chemicals/Energy/Utilities 4%5% 3%   Media/Entertainment/Travel/Leisure 4% 4% 4%   Transportation/Warehousing 3% 4% 1% 2%   Pharmaceuticals/Biotechnology/Life sciences 1% 3%   Aerospace/Defense 2% 2% 3%   Food/Beverages/Consumer packaged goods 2% 2%2%   Construction 2% 2% 1%   Government: Federal 1% 1% 2%   Other 6% 7% 9% * Represents a statistically significant difference between Network World respondents and CIO respondents Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents  26 A World of Insights
  • 27. Respondent Profile – Company Size  Q: Approximately how many people are employed in your entire organization or  enterprise? Network World CIO Total 32% 30% 28% 24% 22% 18% 17% 15% 14% 13% 13% 11% 12% 8% 8% 7% 6% 7% 6% 6% 4% 0% 0% 0%   20,000 or   10,000 ‐   5,000 ‐ 9,999   1,000 ‐ 4,999   500 ‐ 999   100 ‐ 499   50 ‐ 99   Less than 50 more 19,999 Bases: 324 Total respondents, 186 CIO respondents, 138 Network World respondents  27 A World of Insights
  • 28. IDG Research Services specializes in marketing and media‐related research for technology  marketers. As a division of International Data Group (IDG), the world's leading technology  media, research, and event company, IDG Research Services brings the resources and  experience of a large, global company to its clients in the form of a small, customer‐focused  business. For more information please visit http://www.idgresearch.com. Janet King GM/Vice President Office: 207‐847‐9377 Fax: 207‐847‐9373 Email: janet_king@idgresearch.com 28 A World of Insights