1. !"#$%&'()'*+,'-)*,"$"(.,/''
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2. <,='>6)*,)*'?%)%5,3,)*'@'A&B'19+66&'
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!! A3(B#)@,9131;2#.,C(9,:#;$910,#.,?*%D,1+71.9*E1,;#@@1);*(3,7(;F(%19,
!! -#9&,(.0,;#@731+*&G,C1)1,1+&)1@13G,"*%",
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!! >$77#)&,C(9,(,;)*2;(3,;#.9*01)(2#.,
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3. C%)B.9%$,'>+%)5,B'D%$(B&2'
Source: Gartner (October 2004) Source: Gartner (August 2010)
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5. <+2'*+,'1+(FG'
H,2'B"(;,".'()'*+,',)*,"$"(.,/'
!! -#9&,
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!! =(91,#:,@(*.&1.(.;1,
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7. >&%..(9'L%9%:6).'M-N$,B(%O'>%.,'1*#B2'
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9&)$%%3*.%,&#,F117,$7,C*&",&"1,;#@7122#.,
U,5,6)$7(3,8$9*.199,-#.:1)1.;1,<,6)$7(3,*.,&"1,=.&1)7)*91, !"#$%"&'(&)*+,-#./01.2(3,

8. >&%..(9'L%9%:6).'M-N$,B(%O'>%.,'1*#B2'@'A$$6"*#)(*2'
!! V#,#.3*.1,?##F*.%,1.%*.1,
!! W30,7)#7)*1&()G,-'>,C*&",.#,9#$);1,;#01,(E(*3(?31,
!! !)(X;,C(9,0)#77*.%,7)1;*7*&#$93G,
!! >*%.*/;(.&,0)#7T#$&,)(&1,C"1.,$91)9,C1)1,)1Y$*)10,&#,7*;F,$7,&"1,7"#.1,
!! !)(0*2#.(33G,(,'*;)#9#Z,9"#7,
!! =+710*(,"(0,(,0*X;$3&,2@1,*@731@1.2.%,(,;#@@1);*(3,-'>,
!! !*@1T&#T@()F1&,C(9,;)*2;(3,
!! !1(@,;#.9*9&10,#:,.#.T&1;".*;(3,;#.&1.&,;#.&)*?$&#)9,C*&",3*@*&10,?$0%1&,
E%.,B'6)'%&&'*+,'(..#,.'%)B'*+,("'9"(*,"(%P'!"#$%&'Q%.'",9633,)B,B'
[,5,6)$7(3,8$9*.199,-#.:1)1.;1,<,6)$7(3,*.,&"1,=.&1)7)*91, !"#$%"&'(&)*+,-#./01.2(3,

9. >&%..(9'L%9%:6).'M-N$,B(%O'>%.,'1*#B2'@'16&#:6)'A;,";(,Q'
!,.(5)'A;,";(,Q';)1(&10,?G,>*3E1)3*%.,])#$7^,
!! -#.9*9&10,#:,[M_,A>6,;#@79D,`PM_,;#.&1+&T971;*/;,7(%1,*.&1)(;2#.9D,,
IM,;#.&1.&,&G719D,4Ma,&(%%10,*@(%19D,UPM_,"#&139D,Ja_,&#$)9D,`Ma_,"#&13,)##@9D,
PMM_,971;*(3,#b1)9D,JMM_,)1%*#.9D,Ia_,&)(E13,(%1.;*19D,PMM_,E1.0#)9,
K,9+)6&652'A;,";(,Q'
!! 8$*3&,#.,(,KN'A,73(B#)@,K*.0#C9D,'G>cH,68D,AdA^,
!! 6)$7(3,91)E10,(9,$.01)3G*.%,-'>,(.0,C1?,(773*;(2#.,
!! e.&1%)(&10,(.0,;$9&#@*f10,F1G,C1?,&1;".#3#%*19g,
"! W@.*&$)1h>*&1,-(&(3G9&,:#),(.(3G2;9,
"! '1@;(;"1,(.0,i-(;"1,
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"! >=W,9$77#)&,&##39,
"! W71.i,(0,91)E1),
"! -$9&#@,&"*)0T7()&G,)191)E(2#.9,9G9&1@,:)#@,dG71)!1;",>#3$2#.9,
"! A)199O3#C,)1;1.&,$7%)(01^,
k,5,6)$7(3,8$9*.199,-#.:1)1.;1,<,6)$7(3,*.,&"1,=.&1)7)*91, !"#$%"&'(&)*+,-#./01.2(3,

10. >&%..(9'L%9%:6).'M-N$,B(%O'>%.,'1*#B2'@'D,.#&*.'
!,R)()5'C#N#"2'K"%;,&'
!! V1C,6)$7(3,-'>,(.0,C1?,
(773*;(2#.,9*@73*/10,();"*&1;&$)1,
(.0,;#.&)#3310,;#9&9,
!! e.&1%)(&10,9$77#)&,:#),?#&",@(.$(3,
;#.&1.&,1.&)G,(.0,0(&(,3#(09,:)#@,
1+&1).(3,9G9&1@9,
!! 6(&(,C(9,9&)$;&$)10,:#),,
@(+*@$@,)1T$91,
!! >*@73*/10,0(&(,1.&)G,(.0,
@(.(%1@1.&,:#),@()F12.%,,
&1(@,@1@?1)9,
!! >*%.*/;(.&3G,)10$;10,0(&(,
0$73*;(2#.,(.0,7#&1.2(3,:#),1))#)9,
!! >G9&1@,;$))1.&3G,?1*.%,1+&1.010,&#,
1.(?31,C"*&1T3(?13,;(7(?*3*219,(.0,
;$9&#@,?)#;"$)19,:#),&)(E13,(%1.&9,
`M,5,6)$7(3,8$9*.199,-#.:1)1.;1,<,6)$7(3,*.,&"1,=.&1)7)*91, !"#$%"&'(&)*+,-#./01.2(3,

11. 1%)'S6.,'>6);,):6)'%)B'L(.(*6"7.'E#",%#'
``,5,6)$7(3,8$9*.199,-#.:1)1.;1,<,6)$7(3,*.,&"1,=.&1)7)*91, !"#$%"&'(&)*+,-#./01.2(3,

12. K,%3'1%)'S6.,'>%.,'1*#B2'
!1(@,>(.,l#91,*9,(,.#.T7)#/&,@(.(%1@1.&,;#)7#)(2#.,&"(&,#71)(&19,&"1,>(.,
l#91,-#.E1.2#.,-1.&1),(.0,;$3&$)(3,E1.$19D,9$;",(9,>#$&",d(33D,A()F9*01,d(33D,
>(.,l#91,-*E*;,(.0,-(3*:#).*(,!"1(&)1,
`4,5,6)$7(3,8$9*.199,-#.:1)1.;1,<,6)$7(3,*.,&"1,=.&1)7)*91, !"#$%"&'(&)*+,-#./01.2(3,

13. K,%3'1%)'S6.,'>%.,'1*#B2'@'A$$6"*#)(*2'
!! W$&0(&10,9*&1,C*&",.#,-'>,
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"! 6*X;$3&,(.0,1+71.9*E1,&#,@(*.&(*.,
"! 61E13#71)9,)1Y$*)10,:#),(33,9*&1,$70(&19,
!! K(.&10,&#,*.;)1(91,,$91),1.%(%1@1.&,(.0,7()2;*7(2#.,?G,*.;#)7#)(2.%,
;#@@$.*&G,(.0,9#;*(3,@10*(,;#@7#.1.&9,
!! V11010,(.,#$&31&,:#),3#;(3,?$9*.19919,&#,7)#E*01,;#.&1.&,(.0,"137,E*9*&#)9,
(.0,3#;(39,0*9;#E1),.1C,#77#)&$.*219,&#,C#)FD,73(G,(.0,1.&1)&(*.,
!! >@(33,9&(b,.11010,(.,1(9GT&#T$70(&1,9*&1,&#,1.9$)1,:)19",;#.&1.&,
!! 8$0%1&9,C#$30,.#&,9$77#)&,;#@@1);*(3,9#3$2#.,
!! K(.&10,(,;$n.%T10%1,9*&1,)1o1;2E1,#:,(,>*3*;#.,R(331GT?(910,#)%(.*f(2#.,
E%.,B'6)'%&&'*+,'(..#,.'%)B'*+,("'9"(*,"(%P'K+6#5+*?%*"(N'",9633,)B,B'
!"#$%&'
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14. K,%3'1%)'S6.,'>%.,'1*#B2'@'16&#:6)'A;,";(,Q'
!! e.&1%)(&10,!)(E13#;*&GS9,"#&13,
?##F*.%,1.%*.1,
!! A)#E*010,&##39,:#),$91)9,&#,$73#(0,
7"#&#9,(.0,E*01#,#:,&"1*),E*9*&9,,
&#,>(.,l#91,
!! e.&1%)(&10,:1109,:)#@,>(.,l#91T
)13(&10,?3#%9,(.0,!C*p1),7#9&9,
!! e.&1%)(&10,q137,)1E*1C9,#:,E()*#$9,
0*.*.%,0192.(2#.9,<,@#0$31,&#,?1,
;#.&)*?$&10,?(;F,&#,;#@@$.*&G,
!! e.;#)7#)(&10,(00*2#.(3,K1?,4LM,
:1(&$)19,*.;3$0*.%,W71.!(?31,(.0,
]##%31,'(79,
`J,5,6)$7(3,8$9*.199,-#.:1)1.;1,<,6)$7(3,*.,&"1,=.&1)7)*91, !"#$%"&'(&)*+,-#./01.2(3,

15. K,%3'1%)'S6.,'>%.,'1*#B2'@'D,.#&*.'
!! A1)9*9&1.&,9*01?(),C*0%1&,31(09,&#,(,
;#T?)(.010,!)(E13#;*&GT"#9&10,9*&1,,
!! H*E1,;(31.0(),#:,1E1.&9D,;#.9&(.&3G,
$70(&10,C*&",&"1,3(&19&,(.0,%)1(&19&,
(;2E*219,(.0,71):#)@(.;19,
!! =E1.&,73(..1)9,;(.,.#C,;#..1;&,3*E1,
C*&",!1(@,>(.,l#91,9(319,)179,
)17)191.2.%,&"1*),)1%*#.,
`P,5,6)$7(3,8$9*.199,-#.:1)1.;1,<,6)$7(3,*.,&"1,=.&1)7)*91, !"#$%"&'(&)*+,-#./01.2(3,

16. K+,'T#*#",'6I'!"#$%&'()'*+,'-)*,"$"(.,'
`Q,5,6)$7(3,8$9*.199,-#.:1)1.;1,<,6)$7(3,*.,&"1,=.&1)7)*91, !"#$%"&'(&)*+,-#./01.2(3,

17. T69#.'6)'*+,'U,,B.'6I'E#.(),..'
0B;%)*%5,.' !,.(",.'I"63'-)*,"$"(.,.'
!! >&)1.%&",#:,6)$7(3,;#@@$.*&G, !! -#.2.$10,%)#C&",#:,1.&1)7)*91,
!! r(7*03G,%)#C*.%,.$@?1), 9$77#)&,(.0,;3#$0,;#@7$2.%,
#:,@#0$319, !! O#;$9,#.,$9(?*3*&G,:#),.#.T
!! r19#$);1,7##3, &1;".*;(3,$91)9,
!! =.&1)7)*91,9$77#)&, !! e@7)#E10,0173#G@1.&,;(7(?*3*219,
!! d*%"TE#3$@1,"#92.%,9#3$2#.9, !! >&(.0()0*f(2#.,#:,
;(;"*.%,@1;"(.*9@9,(;)#99,
!! >&)#.%,:#;$9,#.,;31(.,6)$7(3,;#)1,
73(B#)@9,
!! R1n.%,7)#;199,#),?#0G,
:#),@#0$319,
`U,5,6)$7(3,8$9*.199,-#.:1)1.;1,<,6)$7(3,*.,&"1,=.&1)7)*91, !"#$%"&'(&)*+,-#./01.2(3,

18. Tony Rems
ThoughtMatrix
trems@thought-matrix.com
415-217-0009
!"(.F,q#$s
,
`[,5,'*3*&()G,N0E(.&(%1,-#.&1.&,'(.(%1@1.&,-(7(?*3*219, !"#$%"&'(&)*+,-#./01.2(3,