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For the Society of Service Executives
Presentation prepared for the Society of Service Executives
A Professional Society in the Technical Services & Support Industry
http://www.servicexecutives.com/
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Topics
About Zylog
“Who we are” and why we are invited to share this with you
Technology Innovator Trends
SMB Industry Trends
Service Trends
Economic Trends
The Next Big Steps for Your Bottom Line
Best Practices for Return on Investment
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Professional Staffing Services
Specializing in IT and Engineering
Government and Commercial, Fortune 500
Payroll Processing and Consultant Contract Management
Outplacement and Consultant Career Path Management
Application Development
SAP, Microsoft, Open Source
Virtualization, Consolidation, and Migration Services
Field Service Management, Reverse Logistics, Dispatch, and Warehouse Management
Recycling, Sustainability, and Regulatory Compliance
Knowledge Management, Wiki, Blog, Social Networking, and collaborative Business Intelligence
Banking and Finance
Health Records and Hospital Management
Mobile / SmartPhone Applications
Zylog Products and Services
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Combine Global Coverage with Local Experience
Zylog intellectual capital is the foundation
of specialized knowledge in a broad range
of business and technology.
IDEA LAB Research and Development Centre in Chennai, India
Proven delivery methodology for
Pharmaceuticals, Finance & Banking,
Insurance, Telecommunications, Marketing,
Retail, Transportation & Logistics, and
Consumer Electronics
Globally positioned with Local Experience
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Sharing Best Practices across many markets
Zylog has a unique ability to integrate and share best practices
between diverse business verticals
Field Service Management
Warehouse Management
Inventory Management
Environmental Compliance
Insurance
Claims Processing
Financial / Banking
Risk Mitigation
Telecommunications
WiFi
Cloud Computing
SaaS
Migrating Legacy Applications (Power Builder and FoxPro, for example
Pharma
Health Care
eGovernance
ePolice
Consumer Surveys
Creative Practices (Marketing)
Mobile Computing
Enterprise Social Networking
Managed Services
Energy Monitoring and Reduction
RFID
And client specific experience
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Zylog Strategic Alliance Partners
Zylog has strategic alliances with the following partners:
SAP/Business objects
Compellent
Dell
HP
IBM
JBoss
Microsoft
Motorola
Orange
Redhat
Sage Software
SAS
Sonicwall
Sprint
Sun Micro
Ubuntu
VMware
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Zylog is among the fastest growing companies
Established in 1995, Publicly Traded in BSE/NSE : Ticker (ZYLOG)
Earned a reputation as a respected leader in providing technology-
based business solutions and services
Ranked # 244 in Top 500 companies
Ranked # 76 Fastest Growing companies in the U.S
(Source: CRN Fast Growth 100)
Internationally ranked in Top 100 Global Recruitment Consultant Industry,
and one of the top professional staffing firms for IT and Engineering
“The companies that are included on the Fast Growth 100
are channel industry leaders. They offer business-oriented
IT consulting and work closely with their customers to
integrate multivendor IT solutions as well as cutting-edge
technologies. In addition, they understand the importance
of strong sales philosophies. We congratulate ZSL on their
well-earned success”
- Robert C. DeMarzo,
Senior Vice president and editorial director for Everything
Channel
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Technology Innovator Trends
To be ranked in the IW500, companies with
revenue in excess of $250 million or more
must complete a rigorous application of
technology strategies.
The process is quantitative and qualitative.
Applications are reviewed by a panel of editors.
The selection identifies companies that have
made a demonstrable impact on the way that
their organizations conduct business.
Zylog ranked # 237 (Microsoft ranked #234)
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InformationWeek 500 Technology Innovators
Budgets are not “cut – cut – cut” as during recession.
IT budgets are focused on empowering employees to use business
intelligence and network with customers.
57% expect budget increases this year
53% of the IW500 innovative companies are deploying Business
Intelligence as the key initiative to improve productivity this year
Analytics are being used to improve profitability
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InformationWeek 500 Technology Innovators
40% of technology innovators plan to introduce new products and
services this year
25% of CIO’s have formal responsibility for innovation in addition to IT.
That is up from 16% last year
27% of CIO’s are responsible for business process improvement,
expanding the role of the CIO in the business
58% of technology innovators use offshore resources
49% make global support and development part of the regular IT jobs
22% are considering desktop virtualization
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Innovation Plans
Technology Innovators
are investing to make
business processes more
efficient, especially using
business intelligence to
Engage Customers
Engage Employees
Engage Vendors and
Suppliers
IT investments are targeted for Business Results
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Web Technologies – Social Networking
Increasing collaboration
with Wikis, Blogs, and
networking tools
The most significant increase in trends is the use of Social Networking to
facilitate collaboration, communication, and business intelligence between
employees, customers, vendors, and suppliers.
Social Networking offers familiar tools, easy to use, and fast information
access
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SocNet Business 2.0
New Knowledge Management tools combine the best practices of Blog, Wikis,
Social Networking, Cloud Tags, Reporting, etc. Tools are easy and familiar
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Web Technologies – OPEX over CAPEX
More Technology
Innovators are using
Software as a Service
Software as a Service
(subscription) operational
costs are flexible and
adjustable to the business,
as opposed to License Fees
(fixed capital expense)
Cloud Computing offers Virtualization of Hardware. Use what is required as
opposed to purchasing equipment to accommodate the highest necessary
capacity (adjustable Operational Expense rather than high Capital Expense).
Especially for business that has seasonal trends (pre / post holidays, etc)
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30 Cloud VARs that GET IT
Zylog Recognized on the
Everything Channel CRN Fast
Growth 100 List.
(Four years in a row)
Zylog recognized as one of 30
VARS that get Cloud Computing
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Improved Productivity Results
Technology Innovators are
getting results from
Collaborative Software
Business Intelligence
Unified Communications
Engaging the Field
Productivity is being improved by leveraging familiar tools to enhance
collaboration and communication to share and access business
intelligence. Better business with better information.
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SMB Industry Trends
SMB Industry Trends
“6 in 10 SMBs agree that new technology is
key to staying ahead of the competition”
- Bryan L’Esperance
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IT Budget Allocation
Small to Medium Business is
investing in
Data Storage, Security,
and Backing Up Data
(Could save with Cloud Computing)
Customer Experience
through the Web
(Could be more effective with Social
Networking tools)
Control Costs of Upgrading
Software
(Should use SaaS Subscription
Software as a Service) Challenges of the SMB market are the
same as Technology Innovators.
The difference is the selection of solutions.
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More Budget and Purchase Scrutiny
Tight budgets mean more
scrutiny before investment
Product Demonstration
Team to Study
Total Cost of Ownership
Return on Investment
Trial Basis before Purchase
Requests for Proposals
The process of selecting and investing in
new technology is more formal and
detailed than ever before
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A more formal approach to evaluating technology
SMBs indicate they are taking a more
formal approach to evaluating and
purchasing emerging technologies.
28% in
2009
28% in
2009
49% in
2010
49% in
2010
With more structure comes an
increasing likelihood to develop
approved vendor lists.
35% in
2009
35% in
2009
41% in
2010
41% in
2010
But, the desire to explore the full range of options means that approved vendor lists don’t
mean as much (33% extremely likely to look beyond lists, compared to 21% in 2009).
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Key Drivers for Adopting Emerging Technology
Small to Medium Business
deciding factors for
adopting new technology
Replace outdated and
ineffective technology
So what is the biggest obstacle to
adopt new technology?
Application and Data Migration.
Did you know that as much as 70% of
legacy applications can be migrated
with automation?
(Typically only 30% needs manual validation)
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Software as a Service
Small to Medium Business is
rapidly adopting Software as
a Service for applications
that grow (or shrink) with
the business
Storage & Security
CRM (example: SalesForce)
Accounting Applications
Applications and related expense adjust to business
operational requirements and growth
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Social Media
The reasons Small to Medium
Business invest in Social Media
Knowledge Access
Communication
Engagement
Marketing
Business Intelligence
The reasons for small to medium business to invest in social
networking are the same as technology innovators.
The difference in success is in the selection of the tools.
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Cloud Computing
Reasons SMB are using
Cloud Computing
Reduce Capital
Expense
Cut Costs
Need new features or
rapidly deploy new
technology
Operational Efficiency
Small to Medium Business is beginning to realize the cost efficiency
of cloud computing for reducing capital expense and the ability to
deploy new technology (especially software as a service)
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Historical Service Trends
Historical Service Trends
Use Web and Technology to
educate consumers
Use Web and FTP to conduct
online transactions
Consolidate Spare Parts
Inventory & Management
Centralize Service and Repair
in a single Depot location
Use Technology to enhance
Operational Efficiency
VMI (Vendor Managed Inventory)
3PL Reverse Logistics
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Current Service Trends
Historical Service Trends
Use Web and Technology to
educate consumers
Use Web and FTP to conduct
online transactions
Consolidate Spare Parts
Inventory & Management
Centralize Service and Repair
in a single Depot location
Use Technology to enhance
Operational Efficiency
VMI (Vendor Managed Inventory)
3PL Reverse Logistics
Current Service Trends
Use Social Media tools to
interact with consumers
Use Web and XML to conduct
real time transactions
Virtual consolidation of Spare
Parts Inventory (best location)
Virtual decentralized
workforce (on-demand labor)
Use Technology to enhance
Operational Efficiency
VMI (Virtual Managed Inventory)
4PL Reverse Logistics
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EvolvingTrends in Service
Historical Service Trends Focused on
Logistics
Service & Repair
Spare Parts Management
Technical Labor Skills and Certifications
Current Service Trends focus on using Technology to improve Business
and the bottom line (ROI)
Compare Vendor / Suppliers Availability and Costs in real time
Service & Repair are being replaced by Field Replaceable Units (FRU),
Consumer Replaceable Units (CRU), Advance Exchange, and Disposal
Components and whole unit exchange in lieu of spare parts
Virtual workforce and field service management in lieu of technicians
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New Challenges for Service
New Service Trends and New Service Challenges
Price reduction of products means cost compression for service
Virtual inventory and field service management mean better
collaboration and integration of diverse systems
Need to consolidate multiple ‘functional specific’ software
applications into consolidated integrated operational applications
New H1B Hiring Rules in US restrict hiring, impacting access to
contingent workforce and labor market
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Green IT
More replacement / disposable product means more recycling
Recycling Regulations and Legislation require more tracking
Environmental Compliance.
The latest challenge for the
service industry is the most
significant opportunity for
strategic differentiation and
future growth.
Providing solutions for regulatory
compliance, reuse, responsible
recycling, and downstream
tracking will involve all
economic operators.
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Economic Trends : Recession and Stock Market
Comparing performance of the S&P500 to the same time period
(30 months of recession compared to 36 months stock performance)
Economic trends and
recession created
pressure to cut
spending, reduce
budget, cut costs,
and reduce labor.
New growth pressures
demand flexible
operational
expense
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Economic Trends : Risks indicate Slow Recovery
US Unemployment over 9% (the “New Normal” WSJ)
USA Home Prices not stabilized, another decline likely
Home price decline likely to impact consumer confidence, slow spending, and
extend the recession in the US. Early recovery appearing in Canada.
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Best Practice investments in Technology today
Risks of extended recession, or even “double dip” decline before
recovery, demand flexible approach for investing.
Operational Expense over Capital Expense
Software as a Service, subscriptions over license fees
Open Source as a cost effective alternative for Middleware
Cloud Computing, virtualization of hardware to accommodate
growth when needed and as much as needed, with the ability to
scale down when appropriate
Automated Application and Data Migration to minimize cost of
transition, allow rapid deployment of new technology that supports
integration with current technology, customers, and vendors
Migrate from legacy end-of-service-life hardware before it is too
late
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Be Best Practice for your Clients
Establish a competitive advantage by being a Technology Innovator
for your clients. Improve their bottom line and yours.
Knowledge Management leveraging Social Networking (SocNet)
SharePoint, Blogs, Wikis, and familiar web tools
Collaboration and Communication with Web Tools
Collect and Strategically Share Business Intelligence
Empower employees with access to information and easy tools
Leverage Partners with collaborative technology, enabling virtual
networks, expanded virtual workforce, and minimize logistics
Engage your vendors and suppliers in your technology roadmap
Become a flexible Operational Expense vendor or supplier for your
clients by leveraging web tools, virtual workforce and technology
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Zylog in Canada
Feb 2010 Zylog acquired Brainhunter, one of the top two technology
staffing and solutions companies in Canada
Preferred Vendor status with over 100 prestigious Canadian & US firms
Preferred government contractor status, Top Secret Security Clearance,
NATO Security Clearance, Federal and Provincial Contracts
150+ Employees
1,600+ Contractors
35+ Years in business (includes acquisitions)
Offices in Toronto, Ottawa, and Montreal
Feild Operations in Calgary, Vancouver, and India
US Operations Headquarters in Edison, New Jersey
45. Offshore Development Center (ODC) - INDIA
82/40 First Main Road, CIT Nagar
Nandanam, Chennai 600 035
T. +91 44 2435 1600, 4212 8400
F. +91 44 2432 6420
F. salesindia@zsl.com
US Head Quarters
85, Lincoln Highway,
Edison, NJ 08820
T. +1 732 549 9770
F +1 732 767 6644
E. sales@zsl.com
Europe Head Quarters
18 Mansell Street
London, UK, E1 8AA
T. + 44 (0) 207 954 4250
F. +44 20 8741 5296
E. saleseurope@zsl.com
Canada Head Quarters
2 Sheppard Avenue East
Suite 2000
Toronto, ON M2N 5Y7
T. 416.225.9900
F. 416.225.9104
E. canada@zsl.com
Zylog Systems Asia Pacific Pte. Ltd,
#1 North Bridge Road,
# 06-27 High Street Centre
Singapore 179094
T. +65 6238 1401
F. +65 6238 1402
E. salessingapore@zsl.com
Ducont FZ LLC
#201, Building No 3,
Dubai Internet City, Dubai
United Arab Emirates
T. +971-4-3913000
F. +971-4-3913001
E. salesap@zsl.com
Notas del editor
Zylog presents Technology Trends and Service ROI
Topics
Topics
Zylog Products and Services
Zylog Worldwide
Global Coverage with Local Experience
Zylog shares Best Practices across many markets
Zylog Strategic Alliance Partners
Zylog is among the fastest growing companies
What are successful technology innovators doing
InformationWeek IW500 Technology Innovators are based on qualitative results as well as quantitative revenue
IT budgets are expected to increase
CIOs have greater responsibility for business and innovation
Technology Innovators are investing to engage employees, customers, vendors, and suppliers
The most significant increase in trends is the use of Social Networking to facilitate collaboration
New Knowledge Management tools combine the best practices of Blog, Wikis, Social Networking, Cloud Tags, Reporting, etc
Technology Innovators are choosing flexible Operational Expense over high cost Capital Expense Commitments
Zylog recognized as one of 30 VARS that understand Cloud Computing
Focus on collaboration and business intelligence is driving results
SMB Industry Trends
SMB IT budget is being spent on data storage, web, and controlling costs of software
There is more scrutiny on budgets and investments
The process of selecting new technology is more formal than ever before
Key drivers for adopting new technology are replacing outdated technology
Software as a Service is being used for Storage, CRM, and Accounting
Social Media is being used for knowledge management, communication, engagement, marketing, and business intelligence
Main reasons for Cloud Computing are to reduce capital expense, cut costs, and rapidly deploy new technology
Adapting Technology to Improve Profit
Historical Service Trends
Current Service Trends
Evolving Service Trends
New challenges for service
Green IT is a strategic differentiator
Recession response and forecast
Comparing trends in periods of economic recession
Comparing economic recession to the stock market
Unemployment and housing prices threaten continued slow recovery
Best Practices and using technology to improve your bottom line