Summit2010 OTC Galit

2010 STKI Summit
Office of the CIO & Mobile Trends
Galit Fein
EVP & Senior Analyst
Office of the CIO & Mobile Strategies
www.galitfein.blogspot.com
Presentation’s Agenda
OTC MEGA Trends 2010
Use of new models for business innovation

Your Text here Your Text here
Sourcing Strategies
IT mng & Client Support Strategies
Galit Fein’s work Copyright 2010 @STKI Do not remove source or attribution from any graphic or portion of graphic 2
STKI
Presentations
Galit Fein’s work Copyright 2010 @STKI 3

Do not remove source or attribution from any graphic or portion of graphic
‫פרסומת‬
Galit Fein’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 4
We will present data on products and integrators: Explanations
on Slides
List of Packages and Integrators
Rep in Sometimes we specify:
Package Integrators
Israel Delivery model
Vendor A Company 1 Integrator a, Integrator b On-premise
Integrator a, Integrator b,
Vendor B Company 2 SaaS
Integrator c
SaaS
Vendor C Company 3 Integrator a
On-premise
 Lists only include vendors that are represented in Israel

 The location within the lists is random
 Lists might not include all players

We will present data on products and integrators: Explanations
STKI Israeli Positioning on Slides
• Not a technological positioning, refers only to Israeli market

• Represents current Israeli market and not our recommendation
•Focused on enterprise market (not SMB) Vendor A
 Market Presence (X) Vendor B
 Market share - existing and new sales (more emphasis)

Local Support
 Mind share (how user organizations rate vendors)

 Local Support (Y) – is influenced by (X) Worldwide
Leader
 Experience & technical knowledge, localization,
support, number and kind of integrators
 Worldwide leaders marked, based on global positioning
 Vendors to watch: Are only just entering Israeli market
Vendors to Watch:
so can’t be positioned but should be watched
Vendor C
Market Presence
MEGA IT Trends 2010 IT Trends
 Slight exceed in IT Budget (back to 2008 level)
 Demand for IT will gradually expand
 Customer-facing & sales-supporting projects will be first

on the rise
 Need for new projects will return hiring mode into the
market

Demand for IT IT Trends
Source: Information Week

2010 New Technology Investments IT Trends
Note: Mean average ratings

based on a 5-point scale,
Source: Information Week
where 1 is “investment will get
Analytics Outlook 2010
cut significantly” & 5 is
Survey of 360 business
“investment will increase
technology professionals
significantly”

On the desk of CIO IT Trends
IT cost reduction Innovation
GRC New Business Models:

ITG
IT process efficiency Sourcing Strategy

IT Focus Transformation IT Trends
Business
Operational Business
Competitive Advantage
Excellence Services & Support
& Innovation
“Run the Business” “Change the Business”
“Transform the Business”
•Align IT to business
•Available & accurate info •Align IT to customers
•Best solution for bus.
•IT maintenance •Business partner
needs
•HW availability &uptime •Core business initiator
•IT portfolio mngt of
•Technical support •Transformation initiator
LOBs demands

‫פרסומת‬
Office of the CIO IT Trends
Use of new
models for Sourcing & Client Support
IT Mng Strategies
business Strategies
innovation
Method. &
Mobile Outsourcing Quality mng
standard.
IT Budget
Social Cloud
mng & Risk mng
Networks Computing
control
Web 2 Prof. Service

PPM
Web 3 Services Desk

Mobile’s Agenda
Use of new models for business innovation
Mobile
Social Networks
Web 2.0 & Web 3.0
Mobile –
Main Theme
Mobile Internet =
Mobile + Always connected + Social Networking + LBS

Upcoming STKI round table
Use of new models for business innovation:
Mobile
Y2010 - Going Mobile

Going Mobile – Social Reason Mobile
 Anytime from anywhere
Real-time access to info

 Personalized services, info,
interfaces
Your Text& apps
here Your Text here
 Time is money – everything!

 Comfort & convenience

Going Mobile – Technology Reason Mobile
 Improving Internet access

(free WiFi in some cities)
 More computing power
 Bigger & better screens
 FasterYour
internet/data
Text here
bandwidth Your Text here
 LBS/GPS
 VPN - secured communication
 VOIP - cheaper voice communication

Going Mobile – Technology Reason Mobile
Mobile devices can be used with a variety of wireless

communications:
• Wireless fidelity (WIFI)
• Bluetooth
• 3G - internet access for mobile phones & PDAs
• Virtual private networks – secured accessYour Text here
Your Text here
to a private network

Going Mobile – Economic Reason Mobile
 Increasing demand
 Decreasing cost of mobile
devices & services
 Increasing competition
 Emergence of new VAS
• Q1 2009: mobile phone market share fell

15.8% WW; However, smartphone segment
gained 4% Source: IDC

‫פרסומת‬
3.5 billion mobile users globally Mobile
by the end of 2010

Mobile Trends Mobile
 Post PC Era
 Mobile Internet
 Content
 Semantic Web
 LBS Your Text here Your Text here
 Mobile advertizing
 Augmented reality

Post PC Era Mobile
 Mobile became first priority to connect to the Internet

& Email
 Convergence of desktop & mobile web into one web
 Smartphones as a tiny PCs

‫פרסומת‬
Mobile Internet Mobile
 Ongoing computing:
 everything is wired
 everything is moving to the
cloud

 From native progs sitting on a
hard drive (like Microsoft Office)
to web/cloud-based apps:
 end of native mobile app &
applications stores Dramatic Rise of
 Android vs. iPhone? on-line usage

Mobile Internet – Mobile
New business models
 Mobile payments – mobile banking, mobile ticketing & vouchering, etc

 Financial governance
 Health care delivery - telemedicine projects - mobile ultrasound & other
diagnostics
 Location based marketing

 Political usage - mobile voting
 Mobile social networks – social media
designed specifically for mobile usage

Content, content, content Mobile
 Content will be main service in the mobile package

• music, books, new & magazines, film & TV
 Free calls = Ads 2.0 + content services
 Commission
Your Text from
here Your Text here
all transactions
• just like a credit card

‫פרסומת‬
Smartbooks Mobile
 Netbook market share (Q2 2009) - 40% growth,

compared to the same quarter last year,
doubling the 22% growth for laptops
Source: DisplaySearch
 Netbooks similar to laptops will be a part of our

mobileYourlife. Thinner, lighter, convenient
Text here Your Text here
will enter into every house
 Your way to read newspapers, books &

to 'attend' live conferences & events
(Apple iPad, Kindel)

Semantic Web – Mobile
Web 3.0
Provision of exact, contextual info based on LIVE data
Reserved

Location Based Services Mobile
 Modified info / services offered to the

user according to his specific location
 Mobility & location will change how

users & advertisers interact with the
Web: Your Text here Your Text here
• SimpleGeo, Foursquare, Gowalla

‫פרסומת‬

Facebook Mobile
 40 M Facebook status updates

a day by 350 M+ users
 65 M people use Facebook on a

mobile device
 40% of consumers ―frended‖ a

brand on Facebook &/ or
MySpace
Source: Razorfish Digital Brand Experience Report 2009

Twitter Mobile
 140 characters
 ~25M tweets per day

Source: GigaTweet 11/2009
 44% of consumers who

followed a brand on Twitter
did so for actual transaction
 48% of those who saw a brand

mentioned on Twitter did
research on that brand
Source: Razorfish Digital Brand Experience Report 2009

Google Buzz Mobile
Illustration by Claudio Munoz

Mobile Advertising Trends Mobile
 Massive mobile & video advertising - location-aware,
targeted, social & user-distributed 'ads';
 Mobile budget will change from 1% to at least 1/3 of

total advertising budget

Real Time Marketing Mobile
• Real time alerts - immediate info
from where & when it occurs
• Real-time inventory mng
• On-line discount negotiation

group
• Google is already working on

integrating Twitter & Facebook
into its search results

Why it Pays to Reach Customers Mobile
on the Go`?

How do your customers perceive Mobile
mobile ads?
Source: Cutter 2009

Location-Based Social Networks through Mobile
Mobile
Real-time recommendations
based on your current
location using an app that
aggregates info from real-
time searches as well as
social sites like Yelp & Urban
Spoon..local ads & “limited
Your Text here time” discounts on your
Your Text here
mobile

Traditional (Interruption) Marketing Mobile
Now can be filtered (digital cable recorder)

Permission Marketing Mobile
Do not push ads message to your consumers -

Let them to pull it from you!
The Crème Brulee Cart


The Crème
Brulee on
Twitter
9,854 followers
Real Time
advertisement

Get Social Mobile
90%
70%


More than just a Phone Mobile

iPhone Israeli Ecosystem: Mobile
1+ M devices & 80 K applications

Source: Morgan Stanley
Android might take over iPhone, as its

cloud features embrace social web better than Apple

Android – one of the fastest growing segments Mobile
in smartphones
Android smartphones
will increase rapidly:
from 5% in 2009
to 12% in 2010
Source: Company data,

Goldman Sachs Research estimates

Augmented Reality Mobile
Your hotel is only Historical sites

2 km away
Beatles Tour: Ringo, Paul, John,

George with YOU on Abbey
Road
Social media & Web 2 - obligatory set of skills
required for the survival your business Mobile
in the 21st century
 Web 2, when deployed properly: Social Networks
• Cost-effectively increasing Crowdsourcing
company's productivity
• Improve competitive advantage Mashups
Virtual Worlds
 Wikis, blogs, & RSS have generated
the most impact
 Security remains a concern, but

communication & collaboration
are well served by Web 2.0 technologies

Redefine your business Mobile
 Redefine every internal process & service to virtual:

• New value for customers
• Markets growth
• Operating costs reduction

It’s not about money – Mobile
It’s about value!

Mobilize your Business Mobile
• New apps & services

New Markets • New group of customers
• Enrich services
Customers • Improve satisfaction

Supply • Improve efficiency & effectiveness
of external operations
Chain
• Improve productivity
Operations • Optimize internal WF

Why do (some) IT keeping the Smartphone Mobile
out of the Enterprise?

Is your ITO Proactive or Reactive Mobile
regarding Smartphones?
• No “critical mass”
• No pressure from end user

• No IT support offering

Do you plan to purchase meaningfully (>10%) higher Mobile
number of smartphones in 2010 vs. 2009, and why?
Source: GS IT Spending Survey

Mobile
If you don’t like change, you are going

to like irrelevance even less!

Commoditization Mobile
 Same same, but different
 Today the cheap solution

is not always the preferred one
 People craving for the

best & newest technology

Consumerization of IT Mobile
 End users will use the Smartphones anyway (38% growth in

2010) & increasingly drive this technology into the enterprise
Source: GS
 Although, Apple doesn’t make it very easy:

• iTunes on PC
• Exchange 2007
• Active Directory requirements
 It’s already a done deal – be ready & start now!

What’s all this got to do with IT? Mobile
 Secured info (even in personal devices)

 Protected data (lost or stolen phones)
 Business apps (ERP, CRM, SFA)
 Access to BI/Analytics
Your Text here
 Wireless access to:
Your Text here
• Email
• Internet/ Intranets
• Enterprise apps
 Governance policies

It's All Going to Change Mobile
 E-mails  Web services

 Databases  Content mng systems
 Standalone apps  Sophisticated devices:
Smartphone, Kindle, iPad, Tablet,
 Dedicated networks Cell phone/ PDA, Mobile Video, etc
 High-speed networks

Govern IT Mobile
 End user will always find a way around the new tech.
restriction - don’t wait till users will make IT react:
• Make flexible governance policies – it’s all about agility

• Establish oversight measures
• Test & deploy

• Apps QA & Data QA

CQO – Chief Quality Officer Mobile
 QA function is usually outsourced
 Maybe it’s time to bring it back home
 Business - CQO reports to CEO/ COO
 IT - QAYour
asText
a here
part of Office of the CIO Your Text here
Toyota president Akio

Toyoda is to attend a US
congressional hearing
Photograph: Toru Hanai/Reuters

Mobile Banking Mobile
Do it. Now!

Mobile Banking vs. Online Banking Mobile
Source: MMA,
Mobile Banking
Overview, 01.2009

Mobile Banking Subscriber Mobile

Increasing Multichannel Delivery Mobile
Efficiency
 Adoption of sophisticated CRM systems:
• customer-centric view across all channels
 Investment in modern ATM solutions:
• personalized
Your Text here customer experience Your Text here
 Improved mobile banking solution
Multi
Channel

Why Now? Customers Point of View Mobile
 People craving for real-time access & control of

their aggregated financial info
 37% would like to be able to interact with their
bank via their mobile Source: Sybase
 61% of 25-34 year-olds are interested in making

purchases with their mobile phones Source: Visa
 50% of Gen-Y will consider mobile as a criteria

when choosing a bank Source: Celent

Why Now? Business Point of View Mobile
 From 10M active users in 2009 to over 53M

in 2013 (+51.8%) Source: TowerGroup
 New audience, new market, new business
model
 The ROI: Mobile Users contribute 13%
more to Profit & more satisfied Source: Huntington Bank
 Mobile clients – the client you want to keep
 Gen Y are pulling their parents into the

mobile space

Mobile
3 Possible Mobile Models:
 SMS
• Easy, common in all devices,
affordable
• Catalyst to more banking
actions via mobile
 Mobile Your
Downloadable
Text here
Apps Your Text here
• Rich user experience, ability
to work offline
 Mobile Internet
• Familiar, supported by most Source: Mobile Marketing Association
devices, UI is an issue

Mobile Banking – Recommendations Mobile
 Keep an eye on the evolution of mobile devices (iPad)

 Make sure you have access to offline consumers
 Provide good customer support & reporting systems:
• understand how customers are using their mobile banking
solutions
• multiple vendors solutions
 Mobile payments are coming – offer the right solutions

Which of the following mobile banking services would Mobile
you be interested in if offered by your bank?
Source: Sybase

Which mobile banking services would you Mobile
be willing to pay for?
Source: Sybase

Why not use the “Desktop WEB” site? Mobile
 Too detailed for mobile screen

 Hard to navigate in smaller screen
 Flash\ActiveX not (fully) supported
 Will take too much time to download & process
 Special functionality
Your Text here for mobile environment:
Your Text here
• Location based (Cellular)

• Location based GPS
• Camera

Mobile vs. Desktop Mobile
Source: Cutter

The 10 iPhone Finance Apps That Count Mobile
1. Bloomberg Mobile (Free)

2. Mobile Banking (Free)
3. PayPal (Free)
4. Loan Shark ($4.99)
5. Tipulator (99
Your Text cents)
here Your Text here
6. Tiptap (Free)
7. PocketMoney ($9.99)
8. SplashMoney ($9.99)
9. Day Bank ($3.99)
10. Pennies ($2.99) Source: http://blog.mint.com

Mobile Solutions / Platforms – Partial list Mobile
Israeli
Product Name Description
Representative
Cellerium Client-side mobile applications Netwise
Transforming web content into mobile
Mintmark Netwise
web content
SMSwise SMS channel Netwise
MMIS (Matrix mobile info.
Platform for mobile solutions Matrix
Server)
Bank2go, Ultra Credit,
Mobile solutions developed on MMIS Matrix
Calldinator
Fiserv Money Mobile banking, mobile wallet Matrix
MAMA Interactive Information System One1 Mobile
Transforming web/app content into
MobileAware One1Mobile
mobile web content
Sybase Mobile Banking 365 Mobile banking Ness
Sybase Paybox Mobile payments Ness
Integrating enterprise applications with
Sybase Unwired platform Ness
mobile devices
mEnterprise Services, Enterprise Mobile services, Mobile
Galit Fein’s work Copyright 2010 @STKI Ideomobile 82
mHealth, mBankingDo not remove sourceHealth, Mobile
or attribution from any Banking solutions
graphic or portion of graphic
Upcoming STKI round table Mobile
Office of
The CIO
Office of the CIO –

Main Theme
Jump on the bandwagon
Real business value is there

IT Management &
Client Support Strategies' Agenda
IT Management
Office of the CIO/ BRM Trends
Project
Your Text& Portfolio Mng
here Your Text here
PPM Tools
Service Desk
OTC Trends – The Good News Office of
the CIO
 After 6 years of talking about OTC it’s actually happening!

• Mostly in Financial & Telecom sectors
 Financial crisis & budget reduction in 2009 forced better ITG:

• Increased focus on IT costs - efficiency increasing
• Business oriented CIOs understood the importance of ITG
• New regulations requested better transparency
 Most ITOs have examined & evaluated their ITG process &
tools

OTC Trends – The Bad News Office of
the CIO
 IT is still mostly viewed as a cost center

 Too many ITOs can’t calculate or prove that IT actually adds
value
 Need for improvement in all practices
(planning, demand,
Your Text hereprioritization, resource & risk mng) Your Text here
 No formal set of processes in place:

• Less than 20% of the organizations have a high commitment to
SLAs, EA, PMBOK, ITIL, COBIT, SOX, etc
 Large gap between what IT managers & business managers
think about IT contribution to the business

More IT managers than BU managers tend Office of
the CIO
to believe IT delivers value
Source: Cutter

Misalignment Challenges Office of
the CIO
 IT was not regarded as a partner

 Technology decisions were made
without IT involvement, inc. purchases
Lack of transparency
Lack of BU commitment
 Consistent introduction of unplanned

work into an unmonitored IT portfolio
 Reactionary vs. strategy based decision
making

Establishment of Office of the CIO / Office of
Business Relationship Mng the CIO
 Need for a new department / expanding the existing one
 Unlike elsewhere, Israeli OTC / BRM are built under CIO

• Business oriented IT managers (mostly IT project managers)
• CIOsYour
support
Text here & ownership Your Text here
 OTC/ BRM responsibilities:

 Methodologies & WF definition, process marketing, IT budget
control & mng, PPM, tools evaluation, HR - resource allocation &
mng, QA, GRC…

What is the current status of OTC in your org? Office of
the CIO
Robust &
Automatic
17%
Establish
ment Expansion
54% 29%
Source: STKI

PMO vs. BRM Office of
the CIO
PMO - Project Mng Office BRM – Business Relationship Mng

 Project mng processes  Business needs definition
definition  IT/Business alignment
 Support in business referents  Overall perspective
 Accompany
Your Textthe
here project
 Value-focusedYour Text here
IT spending
implementation  Business & technical risks
 Project Gantt control –  TCO calculation
milestones
 Project risk mng

OTC Staffing Ratio Office of
the CIO
 Average size of Israeli OTC/ PMO department: 3-5
• ~1.5% of IT department (between 0.5% - 4%*)
• Compared to ~5-8% in global orgs

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

Governance in the organization

Essentials to consider Office of
the CIO
in OTC implementation
• Marketing of OTC process

• CIOs understanding, embracing & championing the
process
• Executive involvement & active support
• Financial & ―Osh" departments inclusion - appropriate funding,
good ROI, financial goals
• Acknowledging the need for funding of resource time
& appropriate tools to support the program
• Create a real partnership with your PPM vendor or with a ITG
consultant

OTC Myths Office of
the CIO
1. Takes many years until 1. You can see the actual

it shows a valid value business value after few
month only
2. Can build ―on the
2. Must be executives’
way‖ ownership & dedicated
3. PPM tools are not
Your Text here resources Your Text here
important 3. ITG automation provides the
essential transparency
4. Too much visibility is
4. When you are “underground”
bad for IT
no one notice your success
5. ITG consultants can’t either
understand your 5. Best practices & knowledge
business Galit Fein’s work Copyright 2010 @STKI
utilization 95
It’s all about right decision Office of
the CIO
making based on single source
Business Business
referent Financial Depart Executives Office of the CIO
Collect & inputs Check Approvals

requirements business Check project’s
objectives & content with a
project indicators budget & capacity

Transparency Office of
the CIO
 When everyone sees the same picture – IT strategic plan

based on project’s contribution to the business,
without political considerations
 Not every IThere

Your Text is ready for such a transparency
Your Text:here
• BU can now follow after their requirements’ progress & IT

compliance with SLA

Project Evaluation Office of
the CIO
 Justification
 Scope / Cost
 Strategy alignment
 Revenue / cost savings / benefit
 Headcount
 Evaluation factors:
• Classification (Regulatory, Strategic, Change the org, Run the org)
• Technology & business risk
• Cross-project dependencies

Office of
PPM Framework the CIO
Source: Cutter

Office of
Capex vs. Opex Spending the CIO
Number
of projects
Regulatory
Source: Cutter

“What if” analysis Office of
the CIO
Projects’ Size, Risk & Value
If your budget is 1M then your IT portfolio is…

If your budget is 3M then your IT portfolio is…
You can add your governance polices:

Your Text here Your Text
• If the risk score is > then X here
• If the project’s contribution score is < then Y
• If the Payback time is >then 2 years
• If the ROI is < then
1M 2M 3M 4M
IT Strategic Plan Office of
the CIO
 Traditionally build separately from the business plan
 Often left undone because of external constraints
 New approach - collaborative strategy team including business
& IT stakeholders
• Important initiatives are funded & supported by finance
• Quarterly meetings should be set up to review the execution of this
strategy
 Business-driven portfolio prioritization process

Ongoing Activity Report Office of
the CIO
 You can only achieve the real

transparency through hours spent
per task report
 OTC process & benefits marketing

with executives’ dedication it’s the
only solution for employee
resistance

Project Monitoring Office of
the CIO
 Commonly used set of metrics (budget, schedule, scope)
that does not always reflect the project’s contribution to

the business goals or org. success
 No post-implementation audits to ensure successful
system-use

CIO’s Dashboard Office of
the CIO
CIO’s dashboard should pull the real-time data from all

Help Desk
organizational systems

Source: MSP105
IT Budget Management Office of
the CIO
Who should be responsible for prioritization process?
Business Units - IT budget distributed Office of the CIO/

according to their strategic goals BRM
Pros High involvement of the business General Welfare
executives prioritization
Cons • Cross Organizational Project - Low involvement of the
ownership difficulty business executives
• Not taking responsibility for “run the
business” projects
Source: STKI RT

OTC as a preparation for Office of
the CIO
IT Chargeback
 IT aim to stop acting as unlimited
resource:
• Difficult to allocate operational
budget
• Cloud computing model
 IT process mapping, transparency,

resource mng & dashboards will be
used as a platform for IT Chargeback

What are the parameters for OTC success Office of
measurement in your organization? the CIO
 Compliance with planned scope of project
 Compliance with schedule
 Compliance with budget

 Achieving project goals
 Customer satisfaction
Source: STKI RT

Upcoming STKI round table Office of
the CIO
PPM Tools Office of
the CIO
 About 10 ITOs implemented end-to-end PPM solution (Clarity,

MSP)
 Successful implementation – started in IT but today across all
BU
 New PPM player in the Cloud Computing model on Force.com
platform
 Microsoft launches MS Project 2010 (EA), which promises to be

a full PPM solution & probably will bring to another market
awakening

PPM on-Demand Office of
the CIO
 There is almost no on-Demand PPM solution acceptance

in Israel:
• Psychological reason - PPM solution concerns all strategic
aspects of org. – financial, budgeting, strategic projects,
costs & clients
• Technological reason – integration difficulty in SaaS model
• Integrators did not offer it to customers

Benefits & Importance of OTC Office of
the CIO
 Greater transparency & communication re what IT is working

on for a business build on:
• Single (automated) source of truth
• Unified methodology
 Increased business satisfaction with IT
Your Text
• BU have here feeling of involvement & ownership
a strong Your Text here
of IT projects
• Sense of truth Business-IT partnership
• Better business & IT value
 IT delivery aligned with customers & business strategy
 IT became a core business initiator!

ITG/ PPM- Positioning of the Israeli Market Office of
the CIO
Vendors to Watch:
Compuware IBM Worldwide
Leader
CA
Enterprise
MSP
Local Support
New Player
Microsoft
PS Next
HP
Approach This analysis should be used with its

supporting documents
Market Presence
Project Mngt - Positioning of the Office of
the CIO
Israeli Market
Vendors to Watch:
Compuware IBM Microsoft
Enterprise
CA
Local Support
Existing Israeli
experience in
Your Text here Your Text here project mng
PS Next
Worldwide
HP Leader
Primavera
This analysis should be used with its
Market Presence
Office of
PPM Tools & Integrators in Israel the CIO
Clients New Clients 09’ Integrators
Clarity (CA) Ministry of Tourism, Clalit, Orange, Teva, CA, Proceed
SanDisk, Jewish Agency,
Leumi Card Bank Hapoalim
MSP Menora, IAI, Tel-Aviv Cellcom, Phoenix, MSP, ONE1, PWC

Municipality, Ayalon-ins Leumit, Justice
CIO Dashboard: Random Department
Logic, IDF, Elbit
PPM (HP) Partner, Mataf, - HP, BDA

Motorola(Global)
Compuware Jacada (Global), Retalix - Matrix (Sibam)

Changepoint (Global)
(Matrix)
BAW,EPM, - IBM
RAM, RD
Composer
(IBM)

Office of
PPM Tools & Integrators in Israel the CIO
EPM (Microsoft) M-system, Leumit, IAI, IAA, Lotem, Orantech: Netafim, ECI, Matan, Orantech,
Bezeq, Mekorot, Tel Aviv Municip, Navy;
Orbotech, Bank Leumi, Coca-Cola, Neway, PZ Projects,
Matan: Machteshim Proceed, Tefen
*MS Project 2010 – Nice, Strauss-Elite
Matan: Alvarion, IAA, Better Place, Agan, Tefen: Clal
Launch @ 05/10
Tnuva, Random Logic; Orantech: Prime Minister, Maccabi
Ceragon, Logic, AD Gency ,Sol gel ,
Rocar ,Playtech, Sandisk; KAKAL,
MODU, Kodak, RAD; Proceed: Malam
PS Next (Xioma) Bank Discount, Menora, Teva, Visa Bid Band Networks, IDE, Xioma, Signifer, Aman
Cal, BVR, Nova, Evogene, Leadcom Veraz, Opgal, Teva Tech
Hazera Genetics
Approach PPM Netafim EffectiveX,

on Force.com SalesForce.com
(EffectiveX)
Primavera Mercava, IDF, Intel Aviv

(Oracle)

ITG/ PPM Israeli Consultants Office of
the CIO
Partial List (alphabetical order, not a ranking!)
 Accenture  Mateor
 Ben-Arzi Hezi  Methoda
 Bi-pro  Navon Limor
 Bit Plus  niTeo
 Dagan Avi  Parush Zvi
 DeloitteYour
Touche
Text here  Ron Gabi Your Text here
 Harel Arnon  Sibam (Matrix)
 IBM  Strauss Avner

Upcoming STKI round table Office of
the CIO
Service Desk Service
Desk
 HD is viewed as an operational part of the IT, hence it has
gained top priority when it comes to cost reduction
 It was a year of examining, upgrading or switching of SD

tools
 Part of BSM perception – integrated with CMBD, Asset
mng, Identity mng, ESM

Service
PC Support Ratios Desk
• Support Per PC for FTE

Per FTE Service Second Third – Total
Desk Level Image Support
per PC
25 percentile 210 275 1368 100
Median 385 400 2000 160
75 percentile 458 635 3635 222
• Support per Employee for FTE Source: STKI
Per FTE Service Second Third – Total

Desk Level Image Support
per Empl.
25 percentile 200 250 1330 91
Median 300 404 1940 162
75 percentile 458 533 3467 185
IT Service Desk – Service
Desk
Positioning of the Israeli Market
Vendors to Watch: Microsoft
Altiris CA
SAP Worldwide
BMC
Local Support
Leader
HP
Enterprise
Siebel
MID-Tier
IBM SysAid
Pivotal IT HD
PeopleSoft
Modules
This analysis should be used with its

Market Presence
IT Service Desk Tools Service
Desk
Selected Installations in Israel
Comverse, IAI, Discount, Elta, ECI, HOT, Motorola, Teva, Ministry of Justice, Ministry of CA, Ness, Malam,
CA Elbit, Mekorot, Osem, Phoenix, DSW, Bezeq Int, Beit Berl, Immigration, RASHAT, Teva Techmind
Israel Police, Tnuva, Central Bureau of Statistics, EL-AL, (Bar), Brom
Tamas, TASE, Ministry of Health, Tel-Aviv Municipality,
Herzelia Munic. Clalbit, Shabas, Rafael, Isracard,
Shupersal, 888, 9900, Bank Israel, Bank Hapoalim, Bank
Yahav, Mifal Hapais, Ministry of Justice, Ministry of
Defense, Yediot, Petah-Tikva Munic
Zim, Malan, IGS, MED Nautilus, Malam, Kneset, NDS, Comverse, Nice, IAI Matrix
BMC Social Insurance, Uniliver, Creo, Intel, Motorola, Summit
Design, Polycom, Cellcom- eng. HOT-eng. Partner – eng,
Sandisk
HPOV:IDF, Netafim, Shaam, Open University, Orbotech, Service Manager: NDS Aman, HP
HP Tower Semiconductors, Haaretz
Tefensoft: Clalit Health, Menora, Migdal, Prime Minister,
Hadasa, Machteshim, Maman, AudioCodes
Callmobile Aman, Bynet

Altiris
Symantec
Rav-Bariach, Marvell, Dan, Jonson & Jonson, Highway 6, Technion, Shila, Sugat, Consist
SysAid Omrix, Wintegra, Sami Shimon College, Minicom, Litcom, Gadot, Bezeq Int. AeroScout,
Ilient Africa Israel, Mei-Eden, AIG, Electra, McCann Erickson, Strauss, IKEA, Delek, Tempo,
Diesenhaus unitours, Flash Opal Networsks, Liveperson, 013, Tami4,Bank of
Hertz, Psagot Ofek, Coca Cola, Prisma, Beit Barel Jerusalem Leumi Mortgage ,
College, Ashdod Port Bituach Yeshir, Holmes
Galit Fein’s work Copyright 2010 @STKI Place, and many more 122
IT Help Desk Modules from CRM packages Service
Desk

Ministry of Finance, Israeli Navy, Intel, Matrix-Effect: Machteshim-Agan, 20 Partners, including:
Microsoft Prime Minister, Eldan Marlboro
Matrix-Effect, SIT,
CRM* EL AD: Judicial Authority Advantech: Eged, Shikunbinui,
Advantech, Malam-Team,
Malam-Team: TAU Amidar
(*ITIL complaint) Guardian: Baad15, Jewish Netwise, Bynet SW, Yael,
Matrix-Effect: Igud, Malan, Superpharm,
agency El-AD….
Ministry of Education, Cellcom, Visa Cal
Almog: Telmap
Bat-Yam Municipality, Exlibris, Systematics, ONE1

Pivotal Panorama, Telmap, Ericom,FGG Radvision,
Gilat, Maccabi, Shahal, Ritalix, Globs,
Tadiran, Negev Ceramics, Orad
Paz, Isr. Government, Bazan Ness, IBM, Taldor,

SAP Advantech
Ministry of Foreign Affairs, Mamram, Bezeq Matrix

PeopleSoft
Tnuva, Golden Pages Taldor, IBM

Siebel* Bank Leumi
Siebel CRM on-

Demand

Upcoming STKI round table Service
Desk
Outsourcing –
Main Theme
Outsourcing is not dead – it’s just changing
to a new form of sourcing 
CLOUD COMPUTING
Private & Public

Sourcing’s Agenda
Sourcing & Strategies
Outsourcing Trends
Cloud Computing
Professional Services
Outsourcing Israeli Trends Sourcing
 In last several years outsourcing in Israel received bad reputation:

• Dramatic decline in number of new deals
 Together with successful outsourcing deals we witnessed a few

backsourcing deals, suppliers switching, scope reducing & deals that
didn’t meet
Your Textthe
hereclient’s expectations Your Text here
• “Global outsourcer providers didn’t leverage methodologies which succeeded in the
world; outs. deal summed up in transferring employees from company A to company B”
Source: Israeli CIO
 In agile world with rising complexity in technology, the need for

outsourcing still exists it just requires some adjustments

What to Outsource? Sourcing
Outsource In-House
 TACTICAL IT  STRATEGIC IT
• Tactical functions simply keep • Strategic functions drive the
the business up & running on company’s dollar, stock value
a day-to-day
Your Text herebasis: & competitive advantage:
Your Text here
• Infrastructure maintenance • Business development
• Service Desk • New system development
• Testing • Product marketing support
• Printing • Sales force automation
• BPO • Business & IT alignment
• ERP maintenance • R&D
Source: STKI 2007

Infrastructure Outsourcing Sourcing
 What about infra. mng?
 2009 was the worst year for Israeli infra.
 Cost reduction by commodity solutions is not
always the right decision for the business

 Serious problems in DC, disabled org. services &
demanded CEO’s involvement
 Increasing IT complexity combined with multiple
systems & interfaces resulted in loss of control

Critical Org. Function Sourcing
 As a result of disabling of key business processes :

• New regulations from Supervisor of Banks
• New insurance regulations
 Infra isYour
critical
Text here to business success & should behere
Your Text managed
in-house
 I believe we will see some changes in infra operational

outsourcing model (IaaS)

Outsourcing is not dead – it’s just Sourcing
changing
 From comprehensive outsourcing (full IT) in early 2000
to selective outsourcing on/off-premises (tactical IT

operations) through offshore, hosting (real estate rental)
& utility computing (computing on-Demand)
Your Text here
to a new
Your Text here
form of sourcing  CLOUD COMPUTING

Cloud Computing Definition Sourcing
 Highly scalable IT resources — SW, CPUs, storage capacity available

as a service & whose usage is measured & billed per use:
• Computers & storage are housed in huge, offsite DC
 Internal cloud – onside DC
• Users don't
Your own the computer / SW
Text here Your Text here
• Technology & infra behind the cloud are invisible
• Users pay for what they use, similar to electricity

• Available over the Internet as a service on Demand:
 SaaS, PaaS, IaaS…

Rent vs. Buy/ Install / Support Sourcing
 SaaS - not only standard app packages, but customized

app via new architectures over the Web
 IaaS:
• Public Cloud - for less than $1 a day you can rent servers from
Amazon, Yahoo!, or EMC
• Private Cloud – rent computing power from global/ local
outsourcer
 Probably the preferred model will be the combination of
public & private cloud

Infra as a Service Sourcing
 Instead of purchasing servers, SW, DC space, or network

equipment - buy those resources as a fully outsourced
service
• Use of compute resource pools infra at reduced cost (pay
per use)
• Dynamic scalability of infra; on-demand capacity can be
easily scaled up & down based on resource requirements
• Multiple tenants may exist on the same infra resource

What's new? Sourcing
Centralizing computing power or utility computing is not new

even returns to the computer's roots (MF, Service Bureau), BUT
 Technology has matured & stabilized along with attractive
prices made the cloud model highly cost effective
 Multitenancy – customized services on unified infra
 Subscription pricing
 Remote services – Remote HD, backup data solution, DRP,

Outlook mng, access mng,

Advantages of Cloud Computing Sourcing
• lower cost of computing

• improved performance
• no or lower capital IT infra costs
• scalability on demand to meet uncertain computing demands
• access Your
to Text
appsherefrom anywhere, anytime Your Text here
• freedom from being tied up to a single computer or network

• quicker app deployment
• availability of huge computing resources
• reduced HW & SW maintenance, update issues

Disadvantages of Cloud Computing Sourcing
• need for a constant, high-speed network (the Internet) to

connect to clouds
• possibility of slow response at times due to increased traffic
on the network or higher load on the computers in the cloud
• security of your data on third parties' computer
• possibility of unauthorized access to your app & data
• loss of data due to cloud failure (despite replication across
multiple machines)
• concern re continued reliability & availability of service by
cloud providers

Outsourcing Landscape is Changing Sourcing
 Cloud Computing allows too many new players to

enter the service providers arena
 Virtual players with access to IT resources on cloud

will offer
Your Textnew
here value added services toYour
itsTexttoday's
here
portfolio

Cloud Computing Offerings Sourcing
SaaS
PaaS
IaaS
DaaS

Professional Services Sourcing
 Compared to last year’s drop, PS market will grow due to IT
budgets & rise of new projects
 Israeli PS market experiences a minor earthquake due to:
• Price &Text
Your PShere
working hours reduction in economic downturn
Your Text here
• Ministry of Finance tender

 PS paycheck transparency to prevent overcharged or low
quality WF

PS Salaries Distribution Sourcing
Low quality workers

And once again – is cheaper price Sourcing
the best solution?
 In recent years service providers gave huge discounts (up
to 60%) to win tenders
 ITOs set the price as the prime parameter in selecting
service provider, even though quality has its price
 Israeli market will move to COST+ model:

• Average market salary + service provider’s reasonable fee

The End
Thank
Galit you!
Fein
Blog: www.galitfein.blogspot.com
Twitter: GalitFein


Summit2010 OTC Galit

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2010 STKI Summit

Office of the CIO & Mobile Trends

OTC MEGA Trends 2010

Use of new models for business innovation

IT mng & Client Support Strategies

Galit Fein’s work Copyright 2010 @STKI 3

 Lists only include vendors that are represented in Israel

Galit Fein’s work Copyright 2010 @STKI 5

STKI Israeli Positioning on Slides

• Not a technological positioning, refers only to Israeli market

 Market Presence (X) Vendor B

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

 Mind share (how user organizations rate vendors)

 Slight exceed in IT Budget (back to 2008 level)

 Demand for IT will gradually expand

 Customer-facing & sales-supporting projects will be first

Galit Fein’s work Copyright 2010 @STKI 7

Source: Information Week

Galit Fein’s work Copyright 2010 @STKI 8

Note: Mean average ratings

Galit Fein’s work Copyright 2010 @STKI 9

IT cost reduction Innovation

GRC New Business Models:

IT process efficiency Sourcing Strategy

Galit Fein’s work Copyright 2010 @STKI 10

Your Text here Your Text here

Galit Fein’s work Copyright 2010 @STKI 11

Web 2 Prof. Service

Galit Fein’s work Copyright 2010 @STKI 13

Use of new models for business innovation

Web 2.0 & Web 3.0

Galit Fein’s work Copyright 2010 @STKI

Your Text here Your Text here

Galit Fein’s work Copyright 2010 @STKI 17

 Anytime from anywhere

Real-time access to info

 Time is money – everything!

Galit Fein’s work Copyright 2010 @STKI 18

 Improving Internet access

Galit Fein’s work Copyright 2010 @STKI 19

Mobile devices can be used with a variety of wireless

Galit Fein’s work Copyright 2010 @STKI 20

• Q1 2009: mobile phone market share fell

Galit Fein’s work Copyright 2010 @STKI 21

Galit Fein’s work Copyright 2010 @STKI 23

Galit Fein’s work Copyright 2010 @STKI 24

 Mobile became first priority to connect to the Internet

Galit Fein’s work Copyright 2010 @STKI 25

Your Text here Your Text here

Galit Fein’s work Copyright 2010 @STKI 28

 Mobile payments – mobile banking, mobile ticketing & vouchering, etc

 Health care delivery - telemedicine projects - mobile ultrasound & other

 Location based marketing

 Mobile social networks – social media

designed specifically for mobile usage

Galit Fein’s work Copyright 2010 @STKI 29

 Content will be main service in the mobile package

 Free calls = Ads 2.0 + content services

Galit Fein’s work Copyright 2010 @STKI 30

 Netbook market share (Q2 2009) - 40% growth,

 Netbooks similar to laptops will be a part of our

will enter into every house

 Your way to read newspapers, books &