IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019
2010 STKI Summit Enterprise Applications, BI and KM Trends
1. STKI Summit 2010
Enterprise Applications, BI & KM
Einat Shimoni
EVP & Senior Analyst
Enterprise Applications,
Analytics & KM Strategies
www.einatstki.blogspot.com
2. Agenda
General trends – enterprise applications
CRM
ERP
Knowledge Management and Enterprise 2.0
Business Intelligence & MDM
BPM
Enterprise Portals
Web and mobile
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 2
3. General
2010: A year of recovery Trends
SaaS
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 3
4. General
M&As increase complexity Trends
If you think the rate of M&A is increasing in
enterprise applications - you are right
Source: Updata Advisors
http://www.updataadvisors.com/Advisors_Newsletters/IT_Services/
itma_outlook_jan2010.asp#security
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 4
5. General
Simplicity is king Trends
• Complex implementations lead to
complex upgrades -> a disconnect with
the vendors roadmap
• Simplifying interfaces – putting a portal
“wrap” on top of apps
• Exposing mobile services
• Applications anytime, anywhere
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 5
6. General
General applications trends Trends
• CIOs more receptive to alternative application
delivery models (purpose is to allow simpler, more
accessible, cheaper apps) – SaaS, offshore OS, Open
Source software, BPO
• Role of and value IT is also changing (“application &
infrastructure already pre-configured. This enables me to talk more
business and provide more value”)
IT will become more data-centric, will deal with analytics, data “services” (Accenture)
• We will see more shared application services
• Application portfolio rationalization can yield
reduction of 10-50% maintenance and software costs
(PWC)
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 6
7. General
How do you deliver application services? Trends
On-premise Off-premise
Application service
Desktop App. Portal Mobile
Each application ‘delivery channel’ has different features
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 7
8. General
SaaS global trends Trends
• SaaS sweet spot: ‘on the edges’ – niche areas
• Today 2.5% of apps delivered in SaaS, will
reach 8.5% in 3 years. SFA and web
conferencing used by 65% (Goldman Sachs)
• ~45% lower TCO (IDC & Yankee Group)
• Increase in mobile web /smartphones created
more demand for anytime, anywhere SW
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 8
9. General
SaaS in Israel – State of the market Trends
SaaS is conceptually more accepted in Israel but there
are still barriers:
Concerns with legacy integration
Local support – Rep, Hebrew, integrators
Not enough clarity regarding regulations compliance
Some security concerns
Hottest SaaS areas in Israel: CRM
Next projects after CRM: HR-oriented processes
(Incentives, travel & expense management, training),
and commodity-type processes (e-mail)
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 9
10. IGT, Israel SaaS Center & STKI SaaS survey General
(>500 employees): Trends
Are you using SaaS?
Source: SaaS survey – by IGT, Israel SaaS center & STKI
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 10
11. IGT, Israel SaaS Center & STKI SaaS survey General
(>500 employees): Trends
What is your organizations' SaaS policy?
Source: SaaS survey – by IGT, Israel SaaS center & STKI
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 11
12. IGT, Israel SaaS Center & STKI SaaS survey General
(>500 employees): Trends
SaaS Applications used:
Source: SaaS survey – by IGT, Israel SaaS center & STKI
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 12
13. IGT, Israel SaaS Center & STKI SaaS survey General
(>500 employees): Trends
Planned SaaS Applications:
Source: SaaS survey – by IGT, Israel SaaS center & STKI
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 13
14. IGT, Israel SaaS Center & STKI SaaS survey General
(>500 employees): Trends
Source: SaaS survey – by IGT, Israel SaaS center & STKI
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 14
15. IGT, Israel SaaS Center & STKI SaaS survey General
(>500 employees): Trends
Reasons for SaaS adoption:
Source: SaaS survey – by IGT, Israel SaaS center & STKI
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 15
16. IGT, Israel SaaS Center & STKI SaaS survey General
(>500 employees): Trends
Reasons not to adopt SaaS:
Source: SaaS survey – by IGT, Israel SaaS center & STKI
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 16
17. General
SaaS drivers in Israel– Part 1: Trends
Cost issues (reduce overhead costs, pay only
for what you need)
Less “head ache” regarding technical issues
(load balancing etc.) and operational issues
(scheduled maintenance & upgrades)
More dialogue with the user (“users can see
the application very quickly – no gaps in
expectations”)
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 17
18. General
SaaS drivers in Israel – Part 2: Trends
CIOs are looking for more simplicity, SaaS is a
good excuse to say to users: “this is the
package, no code customizations!”
Fast implementation time: 3 weeks – 2 months
High satisfaction level (orgs. that Implemented
a SaaS application planning to continue for
other areas)
Keeping in-line with package improvements is
a big advantage
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 18
19. Some examples of new SaaS players General
Trends
in Israel (and their representatives):
Successfactors (AKT- Israeli partner) – Employee
performance management
Cornerstone (Amarel- Israeli partner) - Talent Mng.
Callidus (Advantech- Israeli partner) – Sales
performance mng./ Incentives management
“The Israel SaaS Center” – for SaaS services
Microsoft – BPOS (productivity in the cloud)
Webox – for Microsoft solutions
Integrators will represent/ support more SaaS solutions. Traditional
vendors will offer SaaS model in almost every area – BPM, ECM, ERP…
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 19
20. General
SaaS internal checklist Trends
Is the process in our company quite “generic” and
similar to the process in other companies?
Is the application relatively small?
Is it covering a specific niche?
Is it relatively separated (doesn’t require intense
integration with more than 2 applications)?
Will it be accesses from various geographical
locations?
If most answers are “yes” and there are
no regulatory conflicts, SaaS should be
Examined alongside other solutions
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 20
21. SaaS external checklist: General
Trends
What to check with your SaaS provider? Part 1
The vendor should comply with SAS70 (Statement on
Auditing standard)
Define SLA level (9x.x%) with vendor
Data center location (recommended: several
geographical datacenters with mirrored servers for
redundancy)
Local support – integration, training
Hebrew (problematic issue!)
Compliance with local regulations (Still not clear in
Israel)
Carefully define the process in case of “divorce”
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 21
22. SaaS external checklist: General
Trends
What to check with your SaaS provider? Part 2
If needed, add a clause - SaaS vendor will pass data to
escrow company
Craft your own data backup plan
Check the possible level of customization – is it enough?
How much “heads-up” time will be given for scheduled
maintenance?
QoS and performance SLA
Which BI/dashboard services are embedded?
Price (per user/ month) usually depends on # of users
and time commitment
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 22
23. General
SaaS: It’s not all sweet! Trends
• 100 minute downtime for Gmail on Sept1 due
to server maintenance
• 15 hours “Workday” service outage Sept24
• “LucidEra” (SaaS BI player) went out of business
• Implementing many SaaS apps will create a new
kind of “spaghetti” architecture that the IT will
need to manage (creation of a new problem)
Organizations need to determine accountability
And not leave it all up to the vendor
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 23
24. Traditional application vendors General
Trends
realized they can’t stop this train
• Oracle: CRM on Demand, Beehive (Collab.)
• SAP acquired several SaaS companies
Business by Design for mid-sized companies
(expected globally mid2010)
• Microsoft – BPOS: Exchange, Office, Sharepoint
Single management environment for on-premise and off-
premise (move email boxes around)
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 24
25. General
Different cloud application models Trends
• Public cloud
• Private cloud – will increase in 2010 due to
user demand (most of them will be delivered
in “Cloud Appliances / industry in a box”
model)
• Hybrid cloud (Private & Public and ability to
move between them)
• Cloud “add-ons” – services around cloud to
solve cloud problems
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 25
26. General
Cloud computing delivery models: Trends
Enterprise
Traditional Public Clouds
Enterprise Private Cloud
IT
Hybrid Cloud
Private Cloud Text here
Your Hybrid Cloud Public Cloud Text here
Your
IT activities/functions are provided “as Internal and external IT activities/functions are provided
a service,” over an intranet, within the service delivery “as a service,” over the Internet
enterprise and behind the firewall methods are integrated, • Key features:
• Key features include: with activities/functions – Scalability
– Scalability allocated to based on
security requirements, – Automatic/rapid provisioning
– Automatic/rapid provisioning criticality, architecture – Standardized offerings
– Chargeback ability and other established – Consumption-based pricing.
– Widespread virtualization policies. – Multi-tenancy
Source: IBM Market Insights, Cloud Computing Research, July 2009.
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 26
27. General
Open Source Applications Trends
• The use of open source in enterprise applications is still rare
in Israeli enterprises. Will increase also as part of SaaS
• Main market setback: large Sis aren’t suggesting open source
options in RFPs (some enterprises claim they would consider
Open source if it will be supported by a large SI)
• Concern regarding legal aspects of use
• But interest increased in specific mature OS application areas
during 2009:
WCM
Business Intelligence
Web 2.0 (Wikis, blogs)
LMS
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 27
28. CRM
CRM
Main Theme 2010:
Social customer
CRM 2.0
Multi Channel
Multi
Interactions Channel
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 28
29. CRM recommendations CRM
• Companies are not really ‘enjoying’ their CRM
roadmap and new features – major problem!
Many organizations have heavily customized their
CRM apps, they fear complex upgrades and have
‘lost touch’ with the package roadmap
Keep customizations to a minimum
Create a real partnership with your CRM vendor or
with a knowledgeable consultant
Grow with the packages (roadmaps reflect trends)
Don’t be afraid to adopt innovative features and to
expand to more channels
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 29
30. CRM
CRM Maturity Model 2010 Trends
Business Value
Investment Social CRM
Real time
Offer
to make money Multi manag,
Analytical Channel
CRM IT+business
CRM Customer Data
Cut costs, Increase Integration
Project
productivity EPSS/ (CDI)
unified Pure
Business
Operational agent UI
Project
CRM
Commodity IT
Services Size of figure =
complexity/
cost of project
Investment
for regulations
Using Implementing Looking
Market Maturity
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 30
31. CRM new trends 2010 CRM
• Loyalty
Examples of Israeli players: Gilon-Synergy
(Upsite), Siebel Loyalty product, SAP Loyalty
product
• Social analysis*
Examples of Israeli players: SAS (+Teragram for
sentiment analysis), IBM-SPSS, SAP (Inxight,
sentiment analysis), Focalinfo, KXEN, Tibco
(Insightful), many “startup” companies
• Customer-facing presentation layer
E-glue, Composia etc.
* Post on social media analysis:
http://einatstki.blogspot.com/2009/07/sentiment-analysis.html
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 31
32. Today’s (and tomorrow’s) customer:
CRM
Digital, mobile, social
Trusts work of mouth
marketing
Reads and
creates product
Maintains a social network
reviews
Shops on-line Uses Twitter to
complain about a brand
Owns a
smartphone Expects a better
customer experience
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 32
33. This is what your marketing manager CRM and
Marketing
has to deal with
Source: Shimoni’s sourceCopyright 2010from any graphic or portion of graphic
Einat
WordFrame @STKI
Do not remove
work
or attribution 33
34. Why you should stop ignoring social Social
CRM
networks in your CRM projects
68% of B2C companies in North America say
they have acquired customers from Facebook
(Source: E-Marketer)
73% of surveyed consumers have posted a
product or brand review (Source: RazorFish)
26% of consumers followed a brand on Twitter
(44% of them for deals) (Source: RazorFish)
It can really make a difference. Consumers who
digitally engage with brands turn from passive to
active advocates
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 34
35. Real time customer service: Social
“Best Buy” technical advice CRM
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 35
36. The “new” CRM is about managing Social
CRM
communities & influencers
CRM 1.0 CRM 2.0
Managing individual customers Managing influencers and ‘tribes’
Your Text here Your Text here
Customer
A Customer Customer
B C
Focus on transactions Focus on interactions
Social listening tied back to CRM to identify
Influencers and respond
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 36
37. Example: Social
media &
Pursway (Identify influencers) BI
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 37
38. 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
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 38
39. 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
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 39
40. We will present data on products and integrators: Explanations
Selected Wins 2009-1Q2010 on Slides
Package X: Company 1 (Integrator), Company 2 (Integrator)
Package Y: Company 3 (Integrator), Company 4 (Integrator)
These slides contain examples of selected wins during
2009 and Q12010 (decision and purchase of certain
products, not necessarily ongoing projects)
The lists are only partial and don‟t include all wins of
all vendors during this period
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 40
41. CRM Packages & Integrators in Israel:
Package Rep in Israel Integrators Delivery model
Oracle Israel, Taldor, IBM, BeyondIT, Exscientia,
Oracle – Siebel Gilon–analytical apps, TATA-TCS Israel, On Premise
Taldor IT Navigator, Yael
Oracle SCOD: Siebel
Enterprise
Oracle Israel Taldor, ManofIT, Axcentia , Yael SaaS
on-Demand
Yael, Malam-Team, ONE1UP, Oracle,
Oracle e-Business CRM Oracle Israel On Premise
HP, Advantech
Oracle Israel,
Oracle - Peoplesoft Matrix On Premise
Matrix
SAP CRM SAP Israel Ness, Taldor, Advantech On Premise
Amdocs (Clarify) Amdocs Amdocs On Premise
20 Partners, including: Matrix-Effect, On Premise;
Microsoft Dynamics
Microsoft Advantech, SIT, Malam-Team, Netwise, Hosted by partners;
CRM
Aman ,Elad…. SaaS - abroad
Pivotal ONE1 ONE1 On Premise
Mid Tier
Salesforce.com ONE1, Blat-Lapidot SaaS
MEGA Center Yael Yael On Premise
Onyx (Consona) IT Navigator IT Navigator On Premise
Netsuite IT Com, Edmiso SaaS
MyBusiness MyBusiness MyBusiness SaaS
Einat Shimoni’s work Copyright 2010 @STKI
Cemax Cemax Cemax On Premise
Do not remove source or attribution from any graphic or portion of graphic 41
SugarCRM Open source, SaaS
42. Microsoft dynamics-Based CRM Solutions - Part 1
Company Solution
E-Drive (Car Market)
Capital Market: “Optimi”
Advisor Platform ((יועצי השקעות
)פניות ציבור (מענה לחוק חופש המידע
High Tech Solution
Service Desk
Effect (Matrix)
פתרון לניהול גביה והליכים משפטיים
Infrastructures: configuration mng, dashboard, self service, CDI, XRM
IT Help Desk
Contact center - moked
Analytical Dynamic CRM
Appointment coordination + mobile interface
AtoZ: ניהול פניות / מוקד
Netwise (+ Michshuv BtoZ: ניהול מוקדי בקרה מרכזיים
as marketing partner) ItoZ: ניהול מוקדיIT
MtoZ: ניהול מוקדי פניות מוניציפאליים
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 42
Netwise Proactive Analytical CRM solution
43. Microsoft dynamics-Based CRM Solutions - Part 2
Company Solution
CRM for security org./departments
HRM – Healthcare CRM, hospital risk management
DRM – Donors relationship management
IT Help Desk
Academy – Alumni, Student, scholarship grant mng, training courses
Contact Center
Malam-Team Retail CRM
VC – Venture capital CRM
Partner Relationship Management
Billing
Financial services and Retail banking
HR management solution
Citizen relationship management
Vehicle Fleet management
Almog Einat Shimoni’s work Copyright 2010 @STKI SMS distribution
Do not remove source or attribution from any graphic or portion of graphic 43
Pricelists update
44. Microsoft dynamics-Based CRM Solutions - Part 3
Company Solution
Contribution System
Donors CRM
Conferences and training
SIT
Members club
CRM for High-Tech sector
Customer Service Portal
Broad Digital Billing, Rating, Account Receivables
Highview BI for Microsoft Dynamics
Capital Market
ניהול פניות ציבור
Advantech Surveys module
MOSS and CRM integration
BI for CRM
Agile HR companies’ operations and clients
Eyron Election campaign management
Generica (+ONE1 as Einat Shimoni’s work Copyright 2010 @STKI
marketing
Capital Market operational system
Do not remove source or attribution from any graphic or portion of graphic 44
partner)
45. CRM-Related Applications:
Developing/
Solution Description Representing
Company
Callidus Performance and Incentives mng Advantech
Incentives Pro Enterprise Incentives Management Incentives, Matrix-partner
Kana Collaborative CRM Malam-Team
Blue Phoenix, Top
DSKnowledge Service Center Knowledgebase
solutions – partner
nGenera Collaborative CRM Business Solutions
Brain-i Knowledgebase for service agents Matrix
collaborative CRM, KM for contact
Knova (Consona) IT Navigator
centers
Siebel - Social CRM Social tools for CRM Oracle - Siebel
Salesforce Chatter, Collaboration, knowledgebase,
ONE1, Blat-Lapidot
Knowledgebase, Ideas customer-centric innovation website
Cemax Feedback Mng, Complaints Mng. Cemax
Einat Shimoni’s work Copyright 2010 @STKI
*Doesn’t include Contact Center/telephony tools any graphic or portion of graphic
Do not remove source or attribution from 45
46. Multi Channel / Self Service applications
Product Name Description Israeli Representative
Lyris Email marketing
Neolane Multichannel marketing Netwise
Self service apps Self Service Kiosks
Kana Collaborative CRM, interaction mng. Malam-Team
iPoint video chat Matrix
nGenera – CIM Collaborative CRM Business Solutions
Megacenter Mail
Managing channels (SMS, Fax, email) Yael Software
Server (MCMS)
eBilling + eService +
Self Service Oracle (part of Siebel suite)
eCommerce
Mail-IT Marketing messages management Matrix
Cellesense Text and web automated self service Netwise – Integration partner
AMS Billminer (EBPP), self care Lognet
Admail Email marketing One1
Impactia (e-Wave) Email marketing E-Wave
Magento Open Source eCommerce Consist – impl.
OpenX Open Source advertising tools Consist – impl.
FormIT Customer messaged distribution Aman
Eyeview Increasing online customer conversion w/video
Einat Shimoni’s work Copyright 2010 @STKI John Bryce
Do not remove source or attribution from any graphic or portion of graphic 46
Telemessage Multi Channel Messaging Telemessage
47. Mobile Solutions / Platforms – Partial list
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
Einat Shimoni’s work Copyright 2010 @STKI
mEnterprise Services, not remove source or attribution from anyservices, Mobile
Do Enterprise Mobile graphic or portion of graphic 47
Ideomobile
mHealth, mBanking Health, Mobile Banking solutions
48. CRM - Israeli Market Positioning 1Q2010
Siebel Microsoft
Peoplesoft
Local Support
SAP Salesforce
Pivotal Worldwide
MEGACenter Leader
Onyx
Cemax
Vendors to Watch:
NetSuite (on-demand) This analysis should be used with its
supporting documents
SugarCRM (open source)
Market Presence
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 48
49. CRM Consultants in Israel - Partial List
(Alphabetical order, not a ranking)
Accenture
Alternative
Aman
BI-Pro
Deloitte Touche: Strategy, business case
Gilon - Synergy: Campaign Management, Analytical CRM, Social
Networks
IT solutions
Luria
Meteor
Sensecom: Contact Centers
TCS Israel - Tata
Several other independent advisors
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 49
50. Campaign Management
Package Vendors in Israel
Product Name Israeli Rep. Integrators
Unica Gstat IBM, Gilon
Chordiant IBM
SAS Mia Computers Gilon
Teradata Analytic CRM Mittwoch Mittwoch, Gilon
Siebel RTD (Real time offer Gilon, other potential
Oracle Israel
management) Siebel partners
SAP RTOM (Real time offer Potential - SAP
SAP Israel
management) partners
Neolane Netwise Netwise
MEGACenter Marketing Module Yael Yael
Other CRM Vendos include marketing modules
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 50
51. Don’t be fooled by failure rates
CRM
It all depends how you define failure
• 2001 Gartner Group: 50%
• 2002 Butler Group: 70%
• 2002 Selling Power, CSO Forum: 69.3%
• 2005 AMR Research: 18%
• 2006 AMR Research: 31% Failure = not going live
• 2007 AMR Research: 29%
• 2007 Economist Intelligence Unit: 56%
• 2009 Forrester Research: 47%
Source: http://blogs.zdnet.com/projectfailures/?p=4967
In most cases:
Failure in CRM = not meeting expectations
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 51
52. ERP
ERP
Main Theme 2010:
Operational efficiency – ERP 1
ERP 2
ERP 3
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 52
53. ERP Life Cycle ERP
Increase efficiency of
Basic modules ERP operations
“smarter”
HR, Logistics,
processes
Financials Portals, BI, BPM
Advanced modules
Stabilizing
the system “Core” modules
You are here
Upgrades Upgrades
ERP 1 ERP 2 ERP 3
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 53
54. ERP
ERP Maturity Model 2010 Trends
Business Value
Investment
to make money
IT+business
Cut costs, Increase ERP 2
Project
productivity ERP 3
Budget Pure
Planning Mobile Business
Operational ERP Project
module
ERP Portals services
Commodity IT
Services ERP 1 BI on
Size of figure =
ERP data complexity/
cost of project
Investment
GRC
for regulations modules
Using Implementing Looking
Market Maturity
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 54
55. ERP ROI? ERP
Don’t expect ROI from ERP 1. It is an infrastructure
ROI comes from ERP 2&3 that are built on ERP 1 infrastructure
Organizations want to run their ERP Infrastructures (ERP 1) more
efficiently, and move on to ERP 2 and 3
“93% of ERP projects take longer than expected, 65% cost more
than expected, and 79% realize less than half of the expected
business benefits.” (Source: Panorama Consulting)
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 55
56. Improve ERP productivity ERP
• Users keep complaining about ERP UI - too complex!
• Making applications more intuitive increases user productivity
by an average of 7.25 percent. (Source: Nucleus Research)
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 56
57. Simplifying access to ERP processes by ERP
user-friendly front ends
Operational mobile environment
Operational portal environments
(Procurement portal, HR portal, Sales
portal, Supplier portal etc.)
Enterprise Applications (ERP, CRM etc.,)
HR module, Procurement module, sales
module…
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 57
58. ERP Staffing ratios in Israel
Average size of Israeli ERP department:
15 employees
Organizations that customized the least – had a
better ratio !
Percent of ERP employees from entire IT
department: 8-10% (ranged from 3%-45%)
Average ratio ERP staff / ERP users: 1: 52
Ratio abroad: 1:31 in multiple versions installations, 1:40 for
single version installation (Source: Computer Economics)
The larger the installation – the better the Ratio
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 58
59. ERP Packages & Integrators: Part 1
Package Israel Rep Integrators Delivery model
ONE1UP, Advantech, Yael, Unitask, Motorola,
Oracle
Oracle Israel Oracle consulting, Taldor (+FSIC), HP, Ernst & On-premise
Apps
Young, TATA (TCS Israel), Ness
Oracle Unitask (Oracle Easy), Afek, Motorola, ONE1UP,
Oracle Accelerated Advantech, E&Y, Yael, AKT (HR module), Taldor On-premise
Edition (+FSIC)
Ness, IBM, Taldor, Advantech, Malam-Team, HP,
TATA (TCS Israel), Accenture, Aman, SRL,
SAP SAP Israel On-premise
Matrix, AKT (HR module), Xact, IGC (Financials
modules), S.D.M
SAP All-in- Taldor, Advantech, Ness, Malam-Team, CBIT,
SAP Israel On-premise
One SAPLM
SAP
Xioma, Malam-Team, RELS, Complete,
Business SAP Israel On-premise
Menahel4U, Todan, BDO, Ziv systems, Corvet
One
E-Tafnit Matrix Matrix, Alpha Consultants On-premise
QAD SIT SIT, ManofIT, Tirosh On-premise, SaaS
Lawson
Intentia Israel Intentia Israel On-premise
(M3, S3)
Einat Shimoni’s work Copyright 2010 @STKI
Ashbal, Meidatech, FBC
Do not remove source or attribution from any graphic or portion of graphic On-premise, SaaS59
Priority Ashbal
Afek, Tulip, RAAN, HP, IlitERP (w/Meida-Tech)
60. ERP Packages & Integrators: Part 2
Package Israel Rep Integrators Delivery Model
Matrix, Oregano, Malam-Team,
Microsoft Israel.
Prodware, Tadiad, Maxoft, Taldor,
Localization &
Microsoft Dynamics AX Pisga, Axperts, Michshuv, Ness, On-premise
Distribution by mAXimum
Aman & other partners in
ERP (Matrix)
qualifications
Aviv, MARS Aviv Aviv On-premise
ONE ERP ONE1 ONE1, Anagal On-premise
KAV systems Kav Kav, Ardom On-premise
FinPro, Logistic Pro Almog Almog On-premise
On-demand,
Gan Tochnot Heshev Aman Aman
SaaS-Israel
On-demand,
Comax (on demand) Comax
SaaS-Israel
Profit Michshuv Group
Bgate Bgate On-premise, SaaS
IFS Teldan On-premise
On-premise,
ERP for municipalities Automazia Automazia
SaaS-Israel
Netsuite Einat Shimoni’s work CopyrightIT Com, Edmiso
2010 @STKI SaaS
Do not remove source or attribution from any graphic or portion of graphic 60
BPCS, Baan Matrix Matrix, Afek, IBM, Tulip (Baan) On-premise
61. SMB ERP in Israel ERP
On demand model is welcomed by SMBs
Increase in upgrades (and thus – maintenance
contracts renewal) due to new tax laws that requires
patch installations / upgrade versions
Continued verticalization
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 61
62. ERP - Israeli Market Positioning 1Q2010
Enterprise ERP Medium - Large ERP SMB ERP
>250 users 100-250 users 20-100 users
Oracle SAP
Oracle SAP SAP BO
AIO ONE1 Priority
ONE1 Priority ERP
ERP Oracle QAD Tafnit
QAD Tafnit
Movex
Aviv Kav
Movex Aviv
Vendors to Watch:
Microsoft Dynamics AX
Market Presence
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic
This analysis should be used62
with its supporting documents
63. 3rd party SAP complimentary tools (partial list) – Part 1
Solution Israel Rep. Description
EPIuse Ness Selective data copies
Zoption Ness Integrating financial functions with Office - excel
Panaya Panaya Simulation and guidance for SAP upgrades
Intellicorp – Live
Ness Impact analysis (for SAP upgrades)
compare
Object Manager Ness Software configuration management
OrgPlus Ness Visual HR management
Xpandion Ness Risk mng, behavioral analysis, license audit
ARX Cosign Ness Digital signature
IXOS-OpenText for
Top Solutions SAP content management and archiving
SAP
Printboss - Consist Consist, Ness Design/distribution of SAP forms
MessageManager Ness Unified messaging for SAP
SteerU SteerU
Einat Shimoni’s work Copyright 2010 @STKI Online guidance/EPSS for SAP
Do not remove source or attribution from any graphic or portion of graphic 63
Innowera Ness Integration of SAP transactions with Excel
64. 3rd party SAP complimentary tools (partial list) – Part 2
Solution Israel Rep. Description
Item Field -
Aman Data transformation for SAP
Informatica
Clicksoftware Clicksoftware SAP workforce optimization
HR Load runner HP Israel software performance testing tools
HP Quality Center HP Israel automate QA testing
Cisco Data Privacy Cisco Data security on the network
CA Wily CA Israel Monitoring customer transactions in real time
Security Weaver Ness GRC (Access control, SOD)
List of global 3rd party tools for SAP optimization (Source - Ray Wang):
http://bit.ly/6rSabt
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 64
65. 3rd party Oracle e-Business Suite
complimentary products (partial list)
Solution Israel Rep. Description
Oracle Israel
Partners:
UPK (acquired by SmartIT, John Tools to increase productivity, usability,
Oracle) Bryce, Ness, deployment & content creation
Advantech,
ONE1UP, Telos
OMM (Object Migration management and change
Migration Manager) management for Oracle e-business
Print Director Unitask Enhanced Oracle printing
Dynamic Entity Data management and control tool
AOA
AOA Travel management system
(Add-on Applications)
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 65
66. ERP Consultants - Partial List
(Alphabetical order, not a ranking!)
Accenture
Bit-Plus
Byon
Deloitte Touche
Ernst & Young
HMS
Meteor
OIC
Seker
TCS Israel - Tata
Tulip
Several Independent advisors
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 66
67. Learning tools - trends Enterprise
Applications
• LMS market changing in Israel. more options of tools
today include best-of-breed solutions, ERP modules, open
source (Moodle) and SaaS options
• Internal (employees) and external (customers) initiatives
are commonly separated – different content, different
tools and delivery methods
• Connecting learning with portals („learning portal‟) and
other KM initiatives is becoming a best practice
• Learning is also happening in social media and
collaboration, not just in formal courses. But social
learning is a difficult new concept to adapt to
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 67
68. Learning tools – trends Enterprise
Applications
• Organizations looking for new ways to manage
learning processes:
More “on the job” learning in real time (the user gets
online guidance while performing tasks)
Less frontal face-to-face courses (although this will
continue for special cases and specific user groups –
for example, upper management)
Less manuals (“nobody reads them anyway”)
More “E” in learning (but as a complementary tool)
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 68
69. Learning tools – partial list – Part 1
New
Product Rep Integrators Category customers
(2009)
SmartIT, John Bryce, Bezeq, Delek,
Ness, Advantech, Learning content generation, Nice, Alladin,
UPK Oracle Israel Bank Leumi, 013,
One1UP, Telos EPSS
JEC, Supersol…
John Bryce Video tutorials (increase 888, Clalit Health
Eyeview Eyeview Services
web customer conversion)
Learning content generation, Coca Cola,
Windimo ONE1 ONE1
LMS Delek, Clal
ONE1, Consist,
Moodle (open source) LMS
Matrix, Kineo (+Elad)
SAP SAP Israel AKT LMS
Oracle Oracle Israel AKT LMS
Cornerstone Amarel Amarel LMS and Talent Mng. ECI
Britanica, John
Britanica Britanica LMS
Bryce, AKT
Lio - Kryon Kryon Systems, Online Help: performing
Or-Team, Ness
System Or-Team, Einat Shimoni’s work Copyright 2010 @STKI
Ness transaction for the user
Do not remove source or attribution from any graphic or portion of graphic 69
SLK for SPS Microsoft LMS elements
70. Learning tools – partial list – Part 2
New
Product Rep Integrators Category customers
(2009)
Saba AKT AKT LMS Alvarion
EKP Shamaym Shamaym LMS
Question mark AKT AKT Test Authoring software
LCMS – Learning Content
Out Start Malam-Team Malam-Team
Management System
Composica Shamaym Shamaym Learning content generation
Horizon Winba Shamaym Shamaym Virtual Classroom
SteerU SteerU EPSS – online guidance
Ransys (Nemala) Ransys Ransys Effectiveness measurement
Composia Matrix EPSS
E-Glue Or-Team EPSS
Yael, Advantech,
E-Tracker Solan EPSS Colmobil
Smart
Trainmate Trainmate Learning content generation
Einat Shimoni’s work Copyright 2010 @STKI
Documentation and
Epiplex SIT SIT
Do not remove source or attribution from any graphic or portion of graphic 70
simulation
71. KM
Knowledge Management
Main Theme 2010:
The practical approach for ECM
The social knowledge worker
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 71
72. KM
What do organizations want to achieve?
“To provide „chewed-up‟ information to the
relevant process and the relevant user”
“To create a culture of sharing”
“The goal is not to manage knowledge, it is
to manage results by using knowledge”
Source: quotes from participants in STKI’s round table “using Web 2.0 for
internal Knowledge Management”
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 72
73. KM still has a bad reputation KM
(Source: Bain & company report on Mng. tools)
Low
satisfaction
level
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 73
74. KM
Knowledge Mng. Maturity Model 2010 Trends
Business Value
Investment
to make money Internal
Blogs
Internal
Internal social IT+business
Cut costs, Increase Wikis networks Project
productivity
Pure
Business
Project
ECM
Commodity IT Gateway “silos” Ent.
portal Search
Services Archiving Size of figure =
complexity/
cost of project
Investment Records
management
for regulations
Using Implementing Looking
Market Maturity
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 74
75. KM &
Generation Y employees Web 2.0
The Digital Native
(your “new” employee)
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 75
76. Users from different age groups KM &
Web 2.0
consume social media (but differently)
Source: Royal Pingdom’s study work Copyright 2010 @STKI network users
Einat Shimoni’s – ages of social
http://ow.ly/19cPt from any graphic or portion of graphic
Do not remove source or attribution 76
77. KM &
Use of web 2.0 tools for knowledge mng. Web 2.0
Source: STKI round table
“using Web 2.0 for internal Knowledge Management”
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 77
78. The biggest barriers – KM &
Web 2.0
not security concerns
• Poor ROI measurement
• Lack of top management support
• Fear of contributing to an overflow of information
• Hard to create the right organizational culture
• Generation gaps (Generation X, Y, baby boomers)
Source: STKI round table “using Web 2.0 for internal Knowledge Management”
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 78
79. Upcoming STKI round table
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 79
80. KM &
Participation: (Not) for everyone Web 2.0
Source: Forrester
Einat Shimoni’s work Copyright 2010 @STKI Source: http://om.ly/Ioix
Do not remove source or attribution from any graphic or portion of graphic 80
81. KM &
#1 Reviewer on Amazon: Web 2.0
Source: http://om.ly/Ioix
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 81
82. KM &
Web 2.0 policy: Don’t be so harsh Web 2.0
The strict approach to internal Web 2.0
(“no discussion on restaurants/ travel/ anything other than job
related issues”)is usually not successful
Most organizations told us that other than
publicity or bad mouthing they will allow
and encourage free discussions
Allowing employees (who are social by
nature) to discuss non-job related issues
provides a great guide on how to use the
platform for knowledge sharing
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 82
83. Enterprise 2.0 Social tools (Partial list)
Integration
Product Category Israeli Rep
partners
Chatter (Salesforce) Cloud Collaboration ONE1, Blat-Lapidot
Elgg (open source) Social networks tools
Elad-Risotech,
Blogs, Wikis, RSS, Social WebTech Innovation
IBM Quickr, connections IBM Israel
networks & other IBM WS
partners
Kwizcom, Byon Bynet
SW, Matrix, Top-Soft
MOSS 2007/2010 Wiki, blog, RSS Microsoft
& other MOSS
partners
Kwizcom Web 2.0 bundle Wiki, Tagging, rating,
Kwizcom
(MOSS addons) forum
Mediawiki (open source) Wiki Byon, Matrix
Atlasian Wiki Elad
Oracle (Beehive) Collaboration Oracle
Einat Shimoni’s work Copyright 2010 @STKI
“Beshutaf” Community tools Consist
Do not remove source or attribution from any graphic or portion of graphic Consist 83
84. Web 2.0 in the organization: KM &
Web 2.0
what have we learned so far?
• Web 2.0 within the organization SHOULD be
somewhat managed )can’t be completely bottom-up
and chaotic)
• ROI? Almost impossible to show
• Practical way is to “market” the benefits that were
gained and measure usage
• Web 2.0 initiatives must accommodate different levels
of participation
• Must be process-oriented
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 84
85. ECM components ECM
The “full-blown” ECM suite approach:
Digital Web Content
Document Records Email Collab- Workflow/
Archiving Asset Content capturing
Mngt. Mngt. Mngt. oration BPM
Mngt. Mngt. tools
New product features:
• Richer mobile interface
• Record management and DAM– increasing
• Sharepoint connectors
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 85
86. ECM lifecycle
Storage &
Content Distrib- Collab-
manage- Retrieval Archiving
Creation ution oration
ment
Scanning; Doc. Management; Search; Portals; Sharing & Archiving;
OCR; DAM - Digital Assets ; Taxonomies Apps integ. as Collaborating Records
E-forms DRM - Digital rights; front ends; Documents management
Security; Imaging; Document
metadata BPM, WF workspaces
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 86
87. ECM “Front stage” versus ECM
ECM “back stage”
• 2 Tiers in ECM are starting to appear:
• MOSS in the Front
• High-end ECM in the back:
• Matrix: “ECM for MCE” concept
• IFN’s “SPS connector”
• Top solutions' Seeunity (MOSS – Open Text/ Documentum)
• Documentum MOSS connection
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 87
88. Internal Enterprise Content Management:
Providers in Israel (doesn’t include WCM)
Product Israeli Rep. Integrators
IBM Israel
IBM – FileNet Yael-IFN
Yael-IFN
DriveU, Contex, Qualidocs (Livelink), SPS
Yael-IFN Yael-IFN
connector, ICC, CMOD
EMC - Documentum EMC, Ness Ness, Llxa
Interwoven (Autonomy) Xioma Xioma
Open Text – Livelink ECM;
IXOS-OT for SAP; Seeunity;
Top Solutions Top Solutions
Acadre (3rd party for OT);
Wertheim (add-ons for OT)
MOSS Microsoft Many ISVs… Top-Soft
Oracle (Stellent) Oracle Israel Malam-Team
Tower - Trim (acquired by HP) HP HP, MindU
Sharedocs ELAD ELAD
Omnisys, Matan, Business
DocMaster Omnisys
Solutions
D2K Matrix Matrix
Otzar Einat Shimoni’s work Copyright 2010 @STKIAman Otzar
Do not remove source or attribution from any graphic or portion of graphic 88
Ada system Artis Artis, Taldor, Malam-Team
89. Enterprise Content Management
(ECM) Products in Israel 1Q2010
MOSS/MSFT-
based Solutions
Documentum
Local Support
FileNet
Open Text High-End
Sharedocs
Mid-tier
Interwoven
Worldwide
Otzar Artis Leader
Vendors to Watch:
Oracle (Stellent) This analysis should be used with its
supporting documents
HP (Tower softw.)
Market Presence
Einat Shimoni’s work Copyright 2010 @STKI
Do not remove source or attribution from any graphic or portion of graphic 89
90. Special Purpose KM Apps:
Productivity Management Applications
Representing/
Product Examples of Apps
Developing Company
Top Solutions, Action Items/Decisions management
ActionBase
Actionbase מעקב אחר משימות, דיונים, החלטות ונהלים
Quality management tools -
ONE1, Matarot QM7
מעקב אחר משימות, דיונים, החלטות ונהלים
Malam-Team,
KCS Generica Objects Management, Regulations
(Byon – partners)
,ניהול מסמכים, מעקב אחר משימות, פניות ציבור
Elad Sharedocs מודול ועדות, ניהול חוזים, נהלים, סריקה
outlook extender ,וארכיונים
ניהול לשכה, חוזרים ונהלים, ניהול תיק עובד, ניהול
Matrix D2K-Pro
התקשרויות וחוזים
Tmura Decision-Pro Decisions management
Kotev Web Nest
Einat Shimoni’s work Copyright 2010 @STKI
ניהול מסמכים וידע, ניהול פרויקטים, ניהול
Do not remove source or attribution from any graphic or portion of graphic 90
Omnisys DocMaster
משימות וישיבות
91. Special Purpose KM Apps:
Information Centers Management
Company Product Examples of Apps
Olive Olive Software E-Publishing, Content Intelligence
Malam-Team Kana KnowledgeBase
Blue Phoneix,
Top solutions – DSKnowledge KnowledgeBase
partner
Mckit Linkware KnowledgeBase
Service Cloud’s
Salesforce KM (based on KnowledgeBase
acquisition)
IT Navigator Knova KnowledgeBase
Business
Talisma Knowledgebase
Solutions
Management of Archives/ Libraries/
IDEA IDEA
info Centers
Management of Archives/ Libraries/
Exlibris Exlibris
Einat Shimoni’s work Copyright 2010 @STKI info Centers
Do not remove source or attribution from any graphic or portion of graphic 91
ROM TipTop הפקת לקחים