Business Tech Solutions Benchmark Report

Business Technology Monitor
Benchmark 2013

Table of contents
Table of contents 2
Introduction of Benchmark report 3
Benchmark report guide 5
Solution map 9
APPLICATIONS
- Processes & Resource Planning 10
- Financial Control 19
- Customer Relationship Management 26
- Business Intelligence 34
- Messaging & Collaboration 41
INFRA & IT SERVICE PRODUCTION
- PCs & Workstations 50
- Business Mobility 58
- Systems 68
- Data communications & Networks 76
- Printing 87
- IT Service Production 94
BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 8.8.2013)
© 2013 Business Technology International - All rights reserved
2

You have a unique report in your hands! It’s one of a kind since the report has been created just for you.
It’s based on Biztech International’s unique information database consisting of detailed ICT- and Business
Technology-related information from hundreds of organizations in the Nordic countries.
You’ve already received your organization-specific BT Monitor Customer Profile, and this report can take you
further in analyzing and benchmarking your present situation against your chosen Benchmark group.
Dear reader!
Cape Rock Ltd has been given rights to use the content of the report for their internal matters only. This report
may not be copied, sold or used in any other way.
This benchmark report was printed on 8.8.2013.
This Benchmark report has been made for: Cape Rock Ltd
The chosen Benchmark group is: Whole BTM 2012 & BTM 2013 database
Business Technology Monitor Benchmark
1. Biztech International
We are an independent organization specialized in analyzing the effectiveness and functionality of ICT
environments. Our services are utilized by organizations when measuring and developing their IT functions and
also by technology vendors and solution and service providers when trying to understand markets and
customer scenarios better.
2. Background to the BT Monitor Benchmark Report
The report is based on detailed information of the BT Monitor analyses. They’ve been conducted over the
years in the large and mid-size organizations.
The analyses have been performed through personal interviews conducted by our consultants with the IT
management of the organizations.
The number of conducted interviews (over 1,300 different organizations) and the depth and detail of the
information (over 600 data fields) make BT Monitor Benchmark unique.
3. BT Monitor Target group
Biztech Monitor’s target group is large and mid-size corporations. We’ve been conducting the service in
Finland for five years, and started in Denmark and Norway in 2012. For us, the mid-size corporation segment
starts from 50 Information Worker employees upward.
You’ve made your choice of the Benchmark group through your own definition. It is usually the industry of
your company. The number of organizations within the chosen Benchmark group may vary greatly from tens
to hundreds. But this should serve you well because it’s uniquely produced for your organization.
3

4. BT Framework method
Our analyses are based on our own developed format. The format consists of a model, a method, content, and
a dynamic information solution. With this method the IT environment can be analyzed in a very
straightforward manner in 10 solution areas and IT Service models. BTM Framework produces a visual
documentation in the format of a Customer Profile.
BT Framework solution areas:
APPLICATIONS & SOLUTIONS
• Processes and Resource Management (incl. ERP and HRM)
• Financial Control
• Customer Relationship Management (CRM)
• Business Intelligence
• Messaging & Collaboration
IT INFRASTRUCTURE
• PCs and Workstations
• Business Mobility
• Systems
• Data communication and Networks
• Printing environments
IT SERVICE MODELS
BT Framework analyzes each of these solution areas from angles:
1) Maturity assessment
2) Functionality assessment
3) Solutions, applications, devices and technologies
6. How to use this report
The most common method utilized is to benchmark one's own situations and choices against the benchmark
group. Here are some examples:
- The maturity of one's own solution areas against the benchmark group
- In which solution areas is there a clear lack and need for better support for the business?
- What kinds of development projects are being planned by the benchmark group?
- Which service and solution providers are most used?
- Which solutions are most popular?
And many more…
5. The Total Market
BT Monitor has been conducted in over 1,300 organizations (at least once) and we analyze on average 30
organizations per country each month (in total, approx. 100 accounts per month).
In this report, we give some analysis of the situation generally for the total market (you can see references
such as ”in the total market” here and there).
The different graphs, development project lists, etc., are always from your chosen benchmark group
referenced in this introduction’s first paragraph.
4

BTM Benchmark interpretation
Maturity assessments
The Maturity Assessment graphs describe the typical development steps in each solution area.
The graph consists of four different key areas within the solution areas.
The customer assesses its environment’s maturity in each four areas.
The maturity of the environment and solutions are segmented into five steps, from 1 to 5.
Organizations should look at the content in the maturity phase #4 when modernizing their solution
environments.
Maturity phases:
1 (Red) = "Inefficient and costly environment (or no relevance and hence no need)."
2 (Orange) = "An outdated way of working. Typically easy to improve."
3 (Yellow) = "The general, average situation in the total market. Solutions fulfill basic needs – modern
opportunities not utilized.”
4 (Green) = "Modern model for the environment, where technology solutions effectively in use.”
5 (Blue) = "Visionary, eatrly adapter role – actively utilizing the opportunties to seek for strategic competitive
edge.”
Maturity phases (1-5)
Cape Rock Ltd 's Maturity
phase (calculated based on
4 sub areas)Benchmark group's
maturity phase (calculated
based on 4 sub areas)
Solution
area
Maturity sub
areas (1-4)
Benchmark group's
maturity averages are
shown with red borders
Customer's own maturity
assessments are shown on
colored backgound
5

= Present situation, match with the importance.
= A small difference between them.
= A clear need for a better solution.
= A significant sign of the need for a better solution
Assessments of how well the present solutions meet the needs of the organization / company. Customers have
assessed both the present situation and the importance regarding the arguments.
Each solution area has 6 Functionality Arguments; #5 always related to cost efficiency and #6 to support for
business.
In the bar graphs, the colored bar illustrates the importance and the silver bar the present situation of the
argument in the organization / company.
The importance bar’s color is based on the difference between the present situation and the importance and
hence illustrates which functionalities are needed most.
Functionality Assessments
Benchmark group’s present
functionality averages (value on
green font, when customer’s
present state is above Benchmark
group)
Functionality assessments (6
per solution area)
Cape Rock Ltd's Self
assesments
Cape Rock Ltd 's functionality graph
description
Benchmark group's
functionality graph
description
Size of Benchmark group in
parentheses
6

Solutions and their providers
The sections for each of the solution areas are analogic.
The graphs illustrate the customer choices in the benchmark group.
Commentaries are based on the total market.
Customer choices in the
benchmark group
Your organization’s
solution is framed in
red, if at least one
customer in the
benchmark group
uses same solution
Chart title
Cape Rock Ltd’s solution and short
chart's functionality description
Size of Benchmark group in
parentheses
7

Satisfaction and BT Rating
Each Solution area has a Satisfaction and Rating section which illustrates the customer's own situation against
the Benchmark group.
Satisfaction gauges:
The rating from the customer against the average of the Benchmark group.
BT Rating gauge (1-5):
BT Rating – Pain or Gain?
The BT Rating illustrates the overall ability of solutions to support the business needs. It’s based on the Maturity
assessments, Functionality assessments and the satisfaction ratings.
The basic rule of thumb is that a rating value of 3 describes a norm, OK situation.
A rating below 3 is the "Pain-zone”, which hints that something needs to be done to modernize the
environment,
Rating above 3 is the ”Gain-zone” where the solutions provide the functionalities needed by the business.
Trends and focus areas of development:
Each Solution area has a Development section which lists Top 5 development trends in total market,
Cape Rock Ltd’s own development project with phase and scheduling information,
The latest development projects in the benchmark group (these projects are usually enrolled in survey
country’s local language).
Benchmark group
Cape Rock Ltd
Satisfaction gauge BT Rating gauge
Benchmark group
Short functionality description of BT
Rating gauge
Cape Rock Ltd
8

Solution Map
These tables illustrate the most common Solutions and Solution Providers in the different solution areas. These solutions and
providers are from your chosen bechmark group only.
ERP
Financials
HR
Payroll
CRM
SCM
BI
Web store
Procurement
EPM
Document mgmt.
Cape Rock Ltd's own solution is framed in red, when it's in the chart of a respective solution area.
The most common solutions in the different solution areas
ERP
Financials
HR
Payroll
CRM
SCM
BI
Web store
Procurement
EPM
Document mgmt.
Cape Rock Ltd's own solution provider is framed in red, when it's in the chart of a respective solution area.
The most common Solution providers in the different solution areas
9

The maturity phase #4 represents the modern environment and fuctionality. If you plan to modernize the environment,
check these boxes. Maturity phase #3 represents the average situation in the market. Phase #5 shows what we'll see in the
near future.
In this maturity chart Cape Rock Ltd's own maturity assessments are shown on a colored background and the
benchmark group's average maturity is framed in red.
Processes &
Resource
Planning
1.
PAST
2.
OUTDATED
3.
NORM
4.
MODERN
5.
FUTURE
Usage
scenario
Separate systems
for various
processes &
functions
Increasing
interoperability of
systems
Defined,
continuously
developing
processes
Networked
processes - external
integration -
transparency
Internal & external
processes
integrated &
automated.
Proactive planning.
HRM Payroll only
HRM facts dispersed
in documents, job
applications in e-
mail
Separate payroll,
human resource &
recruitment
solutions
Integrated HRM
system
Personnel
extensively use
services & solutions
EAI
Handwork – data
transfer between
systems
Different
integrations
between
applications in use
Centralized solution
integrating different
systems
Networked -
integration
extended outside
organization
Transparent
functionality
between systems
ERP
No ERP system in
use
Several separate key
processes
supported with
“mini ERPs"
Centralized &
integrated ERP
system
External integration.
Electronic channels
information flow &
E-Services
Integrated entirety,
extended for
external operators.
Cape Rock Ltd / Benchmark group
Maturity of ERP solutions:
Processes & Resource Planning
Intergrating processes, systems and solutions. Enterprise Resource Planning (ERP) and
Human Resource Management (HRM)
10

Functionalities of Processes & Resource Planning solutions
In the total market, the best functionality is in the industry specific support of the ERP solution. The worst
siutation is in the HRM.
The charts below present the functionality assessments within the Benchmark group.
Functionalities
1. Our systems provide desirable support for all noteworthy business
processes.
2. Our systems and applications are effectively integrated and serve our
needs well .
3. The solutions we use offer good support for payroll, HRM &
recruitment processes.
4. Our Enterprise Resource Planning (ERP) system supports the
characteristics of our industry and real-time reporting.
5. We have analyzed and optimized the number and the roles of
solutions & applications.
6. Systems & solutions offer good support for strategic & commercial
objectives.
Cape Rock Ltd
Self assessment
5
2
4
2
3
3
5
3
4
1
3
2
1 2 3 4 5
Cape Rock Ltd's present state with silver bar
and importance with colored bar.
# of organizations (784)
3.2
3.1
3.0
3.2
3.2
3.2
Benchmark group's
averages
Value in green, when Cape
Rock Ltd wins benchmark
group.
Functionality analysis of the benchmark group (present state)
Cape Rock Ltd's own functionality level with blue borders
Excellent Good Intermediate Poor
11

ERP - Processes & Resource Planning solution
This chart describes the most popular ERP solutions within your chosen benchmark group.
Solutions and applications
12

This chart describes the popularity of the named areas of improvement within the benchmark group.
Top trends in ERP
Cape Rock Ltd 's next development areas in
ERP with green background
Electronic processes / process automation
Mobile workforce solutions
Integration with other solutions
Extranet solutions
Reporting
New solution
New systems / services environment
Other
13

ERP solutions deployment year and life span
Cape Rock Ltd's own values (2011-2020) are shown with red bars
This graph illustrates the number of organizations within the Benchmark group that plan to use a Cloud-based ERP solution
model in the future. Bars per year of deployment plan. The bar that illustrates your own plan is in red.
Cloud roadmap
14

Solution providers - ERP
This chart describes the most popular ERP solution providers within the benchmark group.
Human resource management (HRM) solutions
This chart describes the most popular HRM solutions within your chosen benchmark group.
15

In general, the top priority project is to implement a HR-solution.
Top trends in HRM
ERP with green background
HR-solution
Recruitment
Workforce planning
Data collection
Travel management
Working time attendance
New Systems / Services environment
Other
Payroll solutions
This chart describes the most popular Payroll solutions within your chosen Benchmark group.
In the total market, the Service model has the largest share and is also increasing fastest.
16

Satisfaction with the ERP, HRM and Payroll solutions
Cape Rock Ltd's own BT Rating with red,
benchmark group's with yellow pointer.
The benchmark group's
satisfaction with ERP
solution 6.8
Cape Rock Ltd's own
satisfaction with ERP
solution is 8.0
Benchmarking group's
satisfaction with HRM
solution is 6.4
Cape Rock Ltd's own
satisfaction with HRM
solution is 6.0
The benchmark group's BT Rating is 3.3
Cape Rock Ltd's own BT Rating is 2.3
Solution providers - HRM
This chart describes the most popular HRM solution providers
within the Benchmark group.
Solution providers - Payroll
This chart describes the most popular Payroll solution providers
within the benchmark group.
17

Cape Rock Ltd's own development project
A new ERP solution that replaces the 2 separate current solutions
Schedule Phase
2013-H1 Scheduled
TOP 5 trends in the total market
1. A new HRM solution
2. A new ERP
3. Intergration between the various systems
4. Enhancing the ERP with new modern functionality
5. Payroll solution
Two major trends: A new or first HRM solution and new ERP solutions. (In the total market) In the total
market, there's a huge number of different, industry-specific ERPs. A lot of customers have built their own.
Many customers don't have a real HRM solution at all and are implementing one for the first time. Since the
major ERP solutions, such as SAP and Microsoft's Dynamics, are offering more industry-specific support and
can meet most demands, they're really getting more market share from smaller vendors' solutions.
The latest development projects in the benchmark group
Hunting and Harvesting
Vurderer nytt tidregistreringssytem
Større utnyttelse av den oppgraderte plattformen/ opplæring
Forbedring av prosjektorganisering/ enklere grensesnitt
ERP modernisointi Palkkajärjestelmä
Mobilesere organisasjonen vha. mobil plattform
Mer automatisering i Agresso - Master for informasjon om ansatte
Version vaihto
Projektilaskenta- ja projektien tarjoamisprosessit mukaan järjestelmiin (konsernin hanke)
ERP:n selainpohjainen kevytversio
BI prosjekt
ERP käyttökoulutus
ERP:n rakentaminen
Tietovaraston hyödyntäminen
Sähköinen laskutus
ERP vaihto
EDI operator change
Uuden erp-ratkaisun käyttöönotto
HR / WEB-modul
Integraatio jälleenmyyjiin
18

The average maturity in all organizations (including those outside the Benchmark group) is on average 3, in all areas.
Though the level of process and solution integration seems to be a permanent development process, there’s still a long road
ahead for most organizations. Companies are pursuing solution environments where the ability to plan, steer and manage is
dynamic. Electronic invoicing is used by most organizations but it still needs to be “forced” in order to gain potential in
process efficiency. Extending the FC solution to the organizations’ interest groups (customers, suppliers) is the “next big
thing”.
In this maturity chart Cape Rock Ltd's own maturity assessments are shown on colored background and benchmark
group's average maturity is framed in red.
Financial
Control
1.
PAST
2.
OUTDATED
3.
NORM
4.
MODERN
5.
FUTURE
Business
support
Focus on the
external needs
Basics of the
internal needs
Real-time and
uniform information
available
Strong control,
prediction and
aticipation of the
business
BI based planning,
simulation and
follow-up
Finance &
admin
Produces history
information, late
Many Excel
exercises Quality
contradictions of
the information
Standard routines,
standard reports
Financial control
broadly electronic
Totally electronic
and highly
automated
Automation
& integration
Set of separate
systems to separate
functions
Data transfer
between separate
systems
Adding integration
and automation 1st
phase of the e-
invoicing
Networked,
Automated
processes
Comprehensive e-
invoicing
Internal & external
processes
integrated /
automated. Self-
service to business
Solution
Separate apps for
billing, ledger,
bookkeeping, bank
connection
Tailored data
transfer programs
and systems
Integrated financial
management
solution
Solution integrated
to customer/vendor
network
Comprehensive
solution, optimised
for own operation
Maturity of Financial Control solutions:
Financial Control
Business planning, budgeting and forecasting. Automation & electronic processes.
19

Functionality of Financial Control
In general in the total market, the functionality assessments #1 and #2 are at the best level, scoring on average
3.5 and 3.4. The least functional areas are #3 (3.1) and #4 (3.0). Clearly the biggest challenges are in the tools for
reporting, forecasting and budgeting.
Companies are also actively considering alternative solutions and service models.
Functionalities
1. Our financial control system provides good support for all key
processes.
2. Our separate financial control systems are effectively integrated.
3. Our financial control systems offer first-rate tools for forecasting,
reporting and business planning.
4. The service model of our Solutions offer excellent usability and a
care-free solutions environment.
5. Our financial control system helps our finance department to be
more cost efficient.
6. Our financial control system offers excellent support for our
business.
Cape Rock Ltd
Self assessment
5
3
5
2
3
3
5
3
5
2
5
3
1 2 3 4 5
3.5
3.4
3.1
3.1
3.4
3.3
Benchmark group's
averages
group.
Functionality analysis of benchmarking group (present state)
20

Financial Control solution
The total market for FC solutions is highly saturated with no clear market leaders. Therefore, in this chart, the
biggest share is typically owned by “Other”. This probably isn’t the case when you’re benchmarking against a
specific industry. Since quite many organizations are planning to use solutions as a service model, we’re going
to see its share increasing as well as major software companies (Microsoft, SAP, industry-specific major players)
gaining more share from smaller solution providers.
The pie chart shows all solutions with a market share of 1.5% or more.
Financial Control solutions in use
21

This graph illustrates the number of organizations within the Benchmark group that plan to use a Cloud-based solution model
in the future. Bars per year of deployment plan. The bar that illustrates your own plan is in red.
Cloud roadmap
In general, the two leading development need areas are "Reporting / BI" and "Integration". They together account for more
than 60% of the surveyed organizations.
Top trends in Financial Control solutions
Cape Rock Ltd's next development projects
with green background
Automation & electronic processes
Process automation
Reporting, BI
Integration with other solutions
Partly / total Outsourcing
New systems environment
Other
22

Financial Control solution providers
As with the market for FC solutions, the market for their Providers is fragmented. In your specific industry,
however, this probably isn't the case and you'll be able to see a clearer short list of the most prominent solution
providers.
The chart includes all solution providers with a market share of 1.5% or more.
23

Satisfaction with Financial Control
Cape Rock Ltd's own BT Rating with red, benhmark
group's with yellow pointer.
Benchmark group's satisfaction is 7.0
Cape Rock Ltd's satisfaction is 8.0
Benchmark group's BT Rating is 3.5
Cape Rock Ltd's BT Rating is 3.5
Solution deployment year and life span
24

FC Outsourcing
Schedule Phase
2013-H2 Research
1. Reporting, BI
2. Integration with other solutions
3. FC automation & electronic processes
4. A new solution
5. Partly / total Outsourcing
There are some clear trends within the Financial Control development projects. Regarding the total market,
you can find them listed below.
Regarding your benchmark group, you'll also find development projects listed below your own's.
Kalkulasjon av tilbud
Avdelingsregnskap, Anne sjekker
Fullstendigl prosess inn i eget system/ bedre målstyring
Bedre økonomirapporter / Få mer ut av eksisterende løsning
Full nyttiggjørelse av ny løsning
E-faktura
E-faktura
Rapportering og BI arbeid
Ny statlig kontoplan / Nytt oppsett i Agresso
Version vaihto
E- faktura godkjenning
Ostolaskujen sähköistys
Saapuvien laskujen scannaus ja siirto ERP:n
Taloustiedon vienti tietovarastoon
Sähköinen laskutus
Asia muuttuu erp-ratkaisun myötä
Elektronisk rapportering
BI
Prosjektregnskap
Større integrering av Visma
25

Customer Service Management and related development projects are high on companies’ priorities and rarely missing from
their Roadmaps. This is no wonder, because of two major factors: Solutions are either missing or are poorly deployed. Even
if most companies do have a solution, they’re often used in a very primitive manor without support for the needed,
company-specific processes, views and reports. Most companies still use their CRM solutions more as a “customer register”
where the data is static. Therefore, we can see a great many development projects on the horizon.
In this maturity chart Cape Rock Ltd's own maturity assessments are shown on colored background and the benchmark
group's average maturity is framed in red.
CRM
1.
PAST
2.
OUTDATED
3.
NORM
4.
MODERN
5.
FUTURE
Salesforce
Individual / team
based solutions
Chosen sales
processes
supported
Sales processes and
pipeline, sales
director view
BI-based planning
and management
Task based views
and functionality
Marketing &
communi-
cations
Common customer
database
Identifying target
customers from
different sources
Segmentation,
campaigns &
communication
generated by CRM
integration with
Electronic
marketing
Automated by
customer profile
Customer
service
Customer data
picked up separately
Case by case
customer data
access
Customer history
access, sales
opportunity
integration
Sales and service
integration,
interactivity, self
service
Service situation
based automated
features
Solution
Registers from
operative
applications
Basic CRM solution
CRM solution in
extensive use
Optimized and
integrated for own
needs
XRM solution
Maturity of CRM solutions:
Customer Relationship Management
Solutions for sales, marketing, marketing communications and customer service.
26

Functionality of Customer Relationship Management solutions
The CRM solution is typically deployed to support one of the key processes: sales, marketing and communications
or customer service. Therefore, depending on the company, the strengths in the functionality may vary a great
deal. Many state that the sales process is the most important process of a company, but still the functionalities
of the systems deployed typically are unsatisfactory (F#1).
Electronic marketing and its integration with CRM solutions is a hot topic .
Functionalities
1. Sales management have good, working Dashboard views to help
them manage sales.
2. Our CRM solution is integrated with our electronic marketing (email,
web services, social media, internet advertising, …)
3. A 360-view is easily available of all customers (sales, activities,
appointments, agreements, projects, deliveries, …).
4. Our CRM solution is easily and effectively used by mobile devices.
5. Our CRM solution helps us to operate more cost-effectively in sales,
marketing communications and customer service.
6. Our CRM solution is complete, optimized and integrated for own
needs.
Cape Rock Ltd
Self assessment
5
4
3
1
3
2
5
2
4
1
5
4
1 2 3 4 5
2.7
2.2
3.0
2.6
2.4
2.7
Benchmark group's
averages
group.
27

A significant number of companies still lack a true CRM solution. Some feel that their needs for CRM
functionality can be met with their ERP solution's CRM add-ons. In the total market, there seems to be two
players whose names appear most in the development roadmaps: Microsoft’s Dynamics CRM and
Salesforce.com.
CRM solutions and market shares
28

In the total market, the two leading development need areas are "Comprehensive customer view" and "New CRM solution".
Top trends in CRM solution
Cape Rock Ltd's own CRM development areas
Comprehensive customer view
Sales management
Contact / Call center
Campaign menagement
Electronic marketing
Activity reporting
New CRM solution
Customer portal
New Systems / Services environment
Other
29

CRM solution providers
In the total market, the largest part of companies deploy and develop the CRM solutions by themselves. This
might also be a big factor of the poor functionality ratings of the solutions.
30

Cape Rock Ltd's own values (2006-) are shown with red bars
CRM solution deployment year and life span
CRM solution users % per all employees
Cape Rock Ltd's 130 CRM users (22%)
31

Satisfaction with the CRM solution and CRM solution provider
satisfaction with CRM
solution is 6.5
Cape Rock Ltd's own
solution is 8.0
solution provider is 6.8
Cape Rock Ltd's own
solution provider is 10.0
Even most of the new solutions and systems deployed are “On-Premises” (companies install them to their own systems
environments), it’s clear that it’s just a matter of time when the deployments will be made into the public cloud. This will
happen in time but Cloud based solutions need to offer the same security and functionality. Currenltly the biggest players in the
public Cloud arena are Microsoft's Dynamics CRM Online and Salesforce.com.
Cloud roadmap
32

Customer portal
Schedule Phase
2013-H2 Research
1. Improving the functionality of current CRM solution
2. Extending the solution the other CRM processes
3. New CRM system
4. Deploying ERP-solution's CRM-functionality
5. Electronic marketing
In the total market incl. all companies, the key trends can be divided into four categories:
A) Companies without a true CRM solutions have awoken and are surveying options
B) Companies with “standstill” CRM solutions looking for means to implement their processes and
management views
C) Companies w. working CRM solutions for a chosen process (e.g. sales / customer service) that are now
developing support for the next most important process into the solution.
D) Electronic marketing. This might even be the first process to deploy.
Oppgradering
Infrastruktur
Digitale kundeflater
Dialogverktøy
Forbedring av prosjektorganisering/ enklere grensesnitt
Vurdere nytt CRM-system
Pris og sortement på nett
Kontinuerlig forbedring av fagssystemet
Elbit Kunnon integrointi Kelan e-arkisto palveluihin
CRM:n tulevaisuuden arviointi
Uuden CRM:n implementointi
Nytt CRM-system
Migrering til IFS
CRM
Myyntijohtamisen kehittäminen
Nytt system
Työpöytien tekeminen erilaisten asiakasryhmien kanssa työskenteleville henkilöille
New CRM (Group CRM)
Asia muuttuu uuden erp-ratkaisun myötä
Samhandlingssystem
33

Maturity phase #4 represents the modern environment and functionality of the environment. If you plan to modernize the
environments, check these boxes. Maturity phase #3 represents the average situation in the market. Phase #5 shows what
we'll see in the near future.
benchmarking group's average maturity is framed in red.
Business
Intelligence
1.
PAST
2.
OUTDATED
3.
NORM
4.
MODERN
5.
FUTURE
Users
Controller, financial
management
Top & middle
management
Department and/or
region based
extensions
Usage & solutions
according to access
rights throughout
whole organization
Also for interest
groups (views for
customers &
partners)
Reports
Separate standard
reports
Specified report.
Separate user
owned reports.
Intranet in
database; reports &
analyses in local
data storage
Collaborative
company based
electronic reporting
on need basis
For interest groups
in chosen sectors,
reports from cloud
portals
Solutions
Miscellaneous
financial and or
production
management
solutions
Personal tools
Department or area
based (OLAP),
analyzing
BI management
solution based on
common company
data storage
Cloud service
portals produce
reports &
information for
interest groups
Content
production
Content generation
by solutions. Does
not respond to
needs and/or
desired view.
Handwork, business
owners have the
content
responsibility
Data collected
automatically.
Combining &
reporting on needs
basis.
Centralized data
storage enables
information
analyzing
Automatically
updated measures
& reporting portals
for every user
Maturity of Business Intelligence:
Business Intelligence
Collection and integration of Business Intelligence. Data Warehouses, Reporting
solutions, Management solutions, Dashboards
34

Functionality of Business Intelligence solutions
In the total market, the best functionalities on average are in the #1 / Availability and #6 / Support for business.
The worst situtation is in #4 (other interest groups / stake holders).
The graphs below present the functionality assessments within the Benchmark group.
Functionalities
1. Our BI solution is offered / available to all.
2. The data from different applications / solutions is easily combined for
appropriate reports and views.
3. Business intelligence data is utilized from a centralized data
warehouse.
4. Our BI solution serves various interest groups and stakeholders (e.g.
customers' views / reporting).
5. Our BI solution is cost effective.
6. Our BI solution supports our business needs well and helps our
management in business planning & steering.
Cape Rock Ltd
Self assessment
5
2
5
3
5
4
3
2
5
3
5
2
1 2 3 4 5
3.1
2.9
2.8
2.8
3.0
3.1
Benchmark group's
averages
group.
35

This chart describes the most popular Reporting solutions within the Benchmark group.
BI platforms, BI solution appliances, solutions and technologies
36

Databases
This chart describes the Databases' popularity within the Benchmark group.
37

BI solution providers
This chart describes the most popular BI solution providers within the benchmark group.
38

Satisfaction with BI solution
becnhmark group's with yellow pointer.
The benchmark group's satisfaction with BI
solution is 6.6
Cape Rock Ltd's own satisfaction with BI
solution is 6.0
Cape Rock Ltd's BT Rating is 3.1
BI deployment year and life span
39

Data Warehouse
Schedule Phase
2014-H1 Research
1. Reporting system
2. ERP integration
3. DW (Data Warehouse) -project
4. Planning, budgeting and forecasting
5. A new BI solution
IBM Domino
Ny BI-løsning
Ferdigstille og rulle ut ny løsning
Etablere BICC
Bedre rapporter for styret
Kontinuerling forbedring og håndtering av volum/rapporter
Analysegrunnlaget
Øke effektivitet i organisasjonen
Sentralisere DW
BI
DW-arkkitehtuurin täsmentäminen
BI
Toisen asteen tievarastoratkaisut
BI-ympäristön implementointi
New features in reporting (Management Accounting Features; Cash Flow, Simulations, Budgeting)
Asia muuttuu uuden erp-ratkaisun myötä
BI
BI-environment modernisation (TM1 implementation)
DW
Videre utvikling av egen løsning
40

The maturity of the Messaging & Collaboration solution environments in general is at 3. The only exception to the rule is
Voice Messaging, where a lot of legacy telephone exchange systems are still in use. Document Management systems are
slowly but surely improving in general, but typically are at level 3-. Organizations are putting a lot of effort into integrating
or renewing separate communications solutions into a unified solution; this is currently the focus area of development
projects.
In this maturity graph Cape Rock Ltd's own maturity assessments are shown on colored background and benchmarking
group's average maturity is framed with red color.
Messaging &
Collaboration
1.
PAST
2.
OUTDATED
3.
NORM
4.
MODERN
5.
FUTURE
Voice
messaging
Conventional
telephone
exchange, fixed line
telephones
Mobile phones
replace desktop
handsets
One phone device,
PCs also used in
voice messaging
Voice integrated
with other
messaging solutions
An integral part of
messaging solution
Video No solution
Separate solutions /
PC based instant
messaging
Also PC based video
conferences
Integrated solutions
Video calls
Video usage grows
explosively
Collaboration
Personal document
processing
Joint shared storage
resources
Document
management
solution, company
& team portals
Web and Video
conferencing w.
content sharing
User oriented,
device & location
independent
Solutions Solution area based
User & solution
based
E-mail, productivity
tools, smartphones
Tablets, digital signs,
new generation of
video and
messaging systems
Solutions and
content from Public
Cloud
Maturity of messaging and collaboration solutions:
Messaging & Collaboration
Voice, video, email, intranet, document management and unified communication
solutions
41

Functionality of messaging and collaboration solutions in the Benchmark
group:
In general, organizations assess the capabilities of their systems and solutions to be at satisfactory level, at most.
This is slightly surprising but clearly has to do both with the present old systems and the increased awareness of
modern solutions and models. The areas that seem to be most lagging are unified communications, document
management and cost efficiency.
Functionalities
1. Our voice communication solution is integrated in our Messaging
infrastructure.
2. We use a Unified Communication solution with voice, video, e-mail,
conferencing and instant messaging functionality.
3. Our Document Management solution provides the functionality we
need.
4. We utilize digital signage effectively in our marketing and internal
messaging.
5. We have made a messaging & collaboration cost analysis, which
helps us steer our solutions for different communication needs.
6. Our users are more productive, accessible and satisfied with our
messaging & collaboration solutions.
Cape Rock Ltd
Self assessments
4
1
5
2
5
2
3
1
4
4
5
2
1 2 3 4 5
2.5
2.7
2.7
3.0
2.4
3.0
Benchmark group's
averages
group.
42

Messaging platforms
In general, half of the organizations still utilize legacy telephone exchange solutions, while more than one-third are utilizing
Operator services and the rest have their own, modern more-or-less IP-based solutions.
Microsoft's Lync is gaining ground and has full potential to becoming the de-facto unfied communications platform.
In the messaging / E-mail platform arena, Microsoft Exchange is by far the clear market leader. The graph below illustrates the
market situation within the benchmark group..
Platforms in use, applications, solutions and technologies
43

Web conferencing and instant messaging solutions
During the last year, the share of organizations without any solutions in this area has drastically declined, but is still
pretty high and the largest piece of the pie. Microsoft is doing well in this area with its Lync solution, which will replace
its various predecessors (Live Meeting, Office Communicator). This is one of the areas that shows up in almost every
customer’s Roadmap.
New voice messaging solution
Telephone exchange services
Email
Integration between solutions
Change to Service model
Other
Top trends in Messaging
44

Collaboration - solutions in use
Microsoft dominates the Office application market totally. Customers don’t seem to want another application on their PCs;
time will tell if the cloud model of alternative solutions catches on.
45

Messaging solution providers
There are lots of different solution providers for customers’
messaging solutions since only a handful of them reach a 2%
market share. The biggest share, however, goes to
organizations implementing and supporting the solutions
themselves.
The Document Management solutions demand expertise
from their providers. Solution Providers also do a
reasonable amount of customization. Therefore they
represent a distinct group of players from Messaging. Still,
a big portion of companies do them by themselves or
maybe leave the functionality at “out-of-the-box” level.
Document Management solution
providers
46

Satisfaction with Messaging & Collaboration solutions
becnhmark group's with yellow pointer.
satisfaction with
messaging is 7.0
Cape Rock Ltd's own
satisfaction with
messaging is 8.0
satisfaction with
collaboration is 6.0
Cape Rock Ltd's own
satisfaction with
collaboration is 6.0
Cloud Roadmap
47

Video utilization in web conferencing solutions
New Video conferencing solution
Adding video conference rooms
Integration between solutions
Other
Top trends in Video conferencing
Solution for internal messaging
Solution for marketing
Adding targets / units in current system
Content management solution
Replacing video projectors with Digital Signs
Other
Top trends in Digital Signage
48

Unified communciations platform
Schedule Phase
2014-H1 Research
TOP-5 development projects in benchmark group
1. Unified communications (UC)
2. Web conferencing
3. Video conferencing
4. Public Cloud service model
5. Telephony services
In the Roadmaps of organizations’ Messaging and Collaboration development projects there are some trends
that are recognizable: modernizing the communications solutions, integrating voice to other messaging and
“finally” getting their Document Management act together. Since the solutions are available as Cloud-
implementations, many organizations are considering that service model.
Puhelinvaihde / UC-ratkaisu
Full UC løsning
Integrasjoner mellom løsninger
Valg og utrulling av langsiktig løsning
Konsernin viestintäratkaisu
Innkjøp av Lync / Utfasing av telefonsentral
Office 365 palvelun käyttöönotto
Telefoni/ Samhandling
Puheratkaisun uusiminen
Erstatte dagens telefonsentral med Lync sin
MS Lyncin käytön laajentaminen
MS Lync
MS2013 new features implementation (support for SOME)
UC Integraatio järjestelmien ja laitosten välillä
Utvikle nytt intranett
Total consolidated plan for setup
Ser på Office 365 og samhandlings løsning
Adding videoconference rooms
Järjestelmien käytön laajentaminen ja tehostaminen
Operaattorin kilpailutus
49

The hot topic of the day is "BYOD" and "CYOD". They translate as "Bring your own Device" and "Choose ...". In practise it
means that IT solutions should offer secure and managed environments for users to use what ever device they want to.
Their own PC, Hybrid (Notebook / Tablet) or a choice from corporate offerings. A lot of talk and some effort to manage the
scenario.
In this maturity chart Cape Rock Ltds own maturity assessments are shown on a colored background and the
PCs & WSs
1.
PAST
2.
OUTDATED
3.
NORM
4.
MODERN
5.
FUTURE
Working
scenario
Device centric Workgroup
Location
independent
Device independent Task based
Devices Various PCs Standardised PCs
Dominantly
Notebooks, 3G
Versatile, user
profile based (incl.
Tablets, Hybrids)
Also non-traditional
devices
Applications
Old operating
systems &
applications
Standardised OS &
Office apps
More browser
based & virtual
environments
Usable with
different devices
Office apps from the
cloud and as device
optimised
Usage &
management
PC support staff
Standardised
environment, pre-
installation,
helpdesk
Centralised solution
Strong user
identification and
data security
Automated
Maturity of PC & Workstation environments:
PC & Workstation environment
PCs, workstations, thin clients, PC operating systems, Office applications, PC security
solutions, management, vendors and virtualization solutions
50

Functionality of PC & Workstation environments:
These graphs illustrate your and the Benchmark group's assessments of the listed functionalities. Argument #1 relates to one hot
topic; the BYOD ("Bring Your Own Device"), which would allow users the choice of device; whether their own or provided by the
organization.
In the total market, the need for better management and cost efficiency stand out most.
Functionalities
1. Users may choose the best device for their needs (Business-PC,
UltraBook, Tablet, Hybrid, Power Workstation, own PC).
2. We offer users an opportunity to use Windows 8 devices as
supported devices.
3. We offer our users location and device independence. (e.g. Browser
based and virtualized environments)
4. Our management & data security solutions support versatile device
environment and ubiquitous Cloud service usability.
5. We use life-cycle model (deployment, support, management,
removal) to monitor and steer the PC & Workstation costs.
6. Our PC & Workstation environment improves our users’ accessibility,
productivity and satisfaction.
Cape Rock Ltd
Self assessment
5
3
5
2
4
3
5
1
5
3
4
2
1 2 3 4 5
# of organizations
(786)
2.7
3.9
3.3
3.1
3.0
3.6
Benchmark group's
averages
group.
51

Standardised Office applications
Microsoft controls this solution area totally, it's just a question of the version of Microsoft's Office.
Operating Systems (OS) and basic solutions.
This chart describes the operating systems' and protection solutions' share within your benchmark group.
Standardized OS and PC protection solutions
52

PC brands' and vendors' market shares
This chart illustrates the PC / Workstation brands' share within the Benchmark group.
53

54

Vendors of PC & Workstation devices / solutions
This graph lists the most popular vendors and their market share within the benchmark group.
55

Satisfaction with PC & Workstation environments and solutions
becnhmarking group's with yellow pointer.
The benchmark group's satisfaction
with PC & Workstation environment
is 7.8
Cape Rock Ltd's own satisfaction
with PC & Workstation environment
is 6.0
satisfaction with vendor is 8.1
Cape Rock Ltd's own
56

Win 8 POC - BYOD
Schedule Phase
2014-H1 Research
1. Windows 7 migration
2. Hybrid piloting (Notebook / Tablet)
3. Virtualization
4. Management
5. Lifecycle model
Windows 8 deployment
BYOD og virtualisert desktop / Vurdering av outsourcing
Vurderer rollebasert IBM
Forbedre brukeropplevelse
SCCM käyttöönotto ja O.S. vakiointi
Implementering av nytt regime og opplæring av brukere
Hybridilaitteiden käytön mahdollisuus edustajilla
Utfasing av stasjonære / Pilot på mobile løsninger
BYOD valmistautuminen / laitestrategian tekeminen
Ny MS system center for utrullign av OS og PC
Kartoitus työasemien virtualisointimahdollisuuksista
Windows 7 rollout
Tori ja fuusio
Utarbeiding av strategi for bruk av nettbrett
SAM
Office 365
VPN clientin version nosto (Cisco AnyConnect)
Uusien päätelaitevaihtoehtojen arviointi
Esiasennuspalvelun osto
Työasemaympäristön toimitusten ulkoistus
Currently the most popular development areas are:
1) Windows 7 (Yes, still!)
2) Virtualization
3) BYOD
57

Business Mobility is definitely one of the most interesting areas today. From two perspectives: Creating better customer
experience and access to own systems from various mobile devices. This area is developing with high speed and creating
user and customer scenarios that didn’t exist before.
With Smartphones users can utilize not only the messaging but more collaboration solutions. Tablets provide even better
usability and replace notebooks in some scenarios.
Management of various types of devices can be a headache for IT departments but more comprehensive solutions are
available now.
Business
Mobility
1.
PAST
2.
OUTDATED
3.
NORM
4.
MODERN
5.
FUTURE
Devices
Miscellaneous
devices.
More functionality.
Also Smartphones.
Standardized, pre-
installed, optimized
by user profile
Versatile devices on
need basis incl.
Tablets
Various devices per
user per need.
Seamless
interoperability.
Functions
Personal phone calls
& SMS
Extended services
(one number, PBX
services, conf. calls)
Email, contact &
calendar functions
Browser based apps
Web meetings,
Documents,
Intranet, Video,
Mobile apps.
Business solutions’
mobile apps.
Management SIM open / close User based
Remote
management by
messaging solution.
Basic protection.
True management
solution, security &
updates
Extensive control.
Application & device
mgmt. automated.
Policies Choice by budget
Choice by user
profiles
Choice by platform
Optimized
procurement, use
and agreements
SLA based life cycle
management
Maturity of Business Mobility environments:
Business Mobility
Business mobility platforms, smartphone brands, tablet brands and their management.
Service providers, device vendors and their shares of the market.
58

Functionality of Business Mobility
The key solution is messaging. Voice, e-mail, instant messaging and Web conferencing. More and more people use smartphones and
tablets for messaging more than their PCs.
Collaboration solutions are available now for business mobility devices as well. Solutions and services such as Office365, Webex,
Lync, etc., provide collaboration functionality needed on the road. From IT's perspective, management is a key issue and seems to be
where there is most need.
These Graphs show your and the Benchmark group's assessments of the listed functionalities.
Functionalities
1. We’ve made an analysis and choice of recommendations for Business
Mobility platforms (Apple / Google / Microsoft).
2. We collaborate effectively with our smartphones and tablets. (Email,
documents, web meetings, intranet).
3. We offer users an opportunity to use tablets as supported devices.
4. Our management & data security solutions cover mobile device
environment and solutions & services usability.
5. We use lifecycle based cost analysis to identify crucial cost entries
and development & savings targets.
6. We have defined the business needs and the means by which we use
solutions with mobile devices.
Cape Rock Ltd
Self assessment
3
2
5
3
5
1
4
2
5
3
5
2
1 2 3 4 5
2.8
2.7
2.3
2.7
2.3
2.4
Benchmark group's
averages
group.
59

Business mobility platforms, device brands, solutions and service
providers.
Self assessment
Google 4
Microsoft 1
Apple 3
3.0
3.3
3.3
Business mobility platforms
The Platform is a question and decision that most organizations need to make. This is needed because of at least two
perspectives: 1) IT management and 2) supported business solutions. Which platforms provide the best functionality for us
so that users are happy as well? Without compromising data confidentiality and integration. The more platforms are
supported, the more it demands from IT, solutions and management solutions.
Benchmark group's averages
Cape Rock Ltd
60

Mobile phone brands and their share % of new purchases
This chart describes the Mobile phone brands and their share within the benchmark group.
61

Mobile phone vendors and their market shares
This graph shows the mobile phone vendors and their market shares within the benchmark group.
62

Preferred tablet brands in installed base and brands' shares in new purchases
Tablets are very good for reading, e-mail and browsing. But they haven't yet been able to replace PCs. That's due to
limited input capabilities, lack of integration with business solutions and device management. Anyway, they're coming.
Right now, Apple's iPAD dominates the market, which is still very small in this customer base. When Microsoft and its
hardware partners come with new Windows 8-based Tablets, the boom and battle in the enterprise base will surely begin.
63

The big question for CIOs is whether there will be 2 or 3 devices per user (PC, Smartphone, Tablet). Many are piloting "Hybrdis"
that combine the PC and Tablet in order to be more (cost) effective.
Top trends in Tablets
Tablets
Pilot / POC
Platform choices
New devices
Device management
Security solution
Application evaluations
Application development
Other
64

Mobile device management solution
Mobile device management service providers
Some organizations outsource the management of devices to service operators.
This graph shows the service operators and their shares within the benchmark group.
65

Satisfaction with Business Mobility environments and their solutions & services.
satisfaction is 6.8
Cape Rock Ltd's own satisfaction
is 6.0
66

Device management solution
Schedule Phase
2013-H2 Scheduled
1. Management solution deployment
2. A comprehensive, Unified Communications solution
3. Choice of platform
4. Cost analysis
5. SLA –based service model
Typically the Business Mobility environments are developed phase by phase as follows:
1. Choice of platform(s)
2. Choice of devices per user profiles
3. Securing Messaging & Collaboration solution access
4. Management solution deployment
5. Enhancing the user experience (access to Business Solutions etc.)
BYOD og å tilby løsninger på relevante plattformer for ansatte og kunder
Nordisk Track & Trace system
Flere applikasjoner (f.eks. CRM og intranett) over på mobile løsninger
Veivalg ved bruk av mobile enheter
Utarbeiding av mobilstrategi for egne brukere og underliggende selskaper
Etähallintaohjelmistojen kartoitus
Ny adminløsning. Intune
Kartoitus tablettien hyödyntämisestä liiketoiminnasta
Tutkitaan hybridejä
Support for BYOD devices
Vurdering av muligheter for MDM-løsning
Assessment of a renewed plattform
Mobile management improvement
VPN clientin version nosto, VDI-ympäristö n. 50 tabletille 2015
Huollon päätelaitteen valinta
Tablet tietokoneiden pilottikäyttö
Bruk av mobile enheter i salgssammenheng
Matkapuhelinten osalta elinkaariprosessien hallinta (päätelaitteiden hankinta, välitys käyttäjille, liittymähallinta)
Windows tablettien pilotointi
Tabletti pilotti
67

The Systems environment and the Datacenter provide the robustness, performance and capacities the organizations need.
Or they don't. Key issues in this area today are virtualization and capacity services. More and more organizations have built
their environment as hybrids consisting of their own Datacenter complemented with Infrastructure as a Service (IaaS)
deployments. Many organizations still lack good proactive management solutions.
Systems
1.
PAST
2.
OUTDATED
3.
NORM
4.
MODERN
5.
FUTURE
Servers
Various brands &
models
Standardized
environment
Consolidated
(Blade), partly
virtualized
Widely virtualized
Completely
virtualized,
physically
redundant
Storage &
backup
systems
Server based
Server based &
Fault tolerant
Centralized storage
(SAN, iSCSI) &
backup system
Redundant storage
systems
Capacity as a
service, automatic
recovery
Capacity
services
Not available HW Unit specific
Internal Storage and
Server resources as
services
Computing &
capacity also as
services
Public Cloud
services’ share
increasing
Monitoring &
management
Non existent /
reactive
Appliance based
monitoring
Proactive
management of
critical systems
Automatic fault
recovery
SLA based
automatic resource
allocation
Maturity of System environments:
Systems
Servers, storage & backup systems, system platforms, virtualization solutions and
monitoring & management of environments
68

Functionality of System environments:
The key functionalities relate to performance, virtualization and storage (and backup). Traditionally, these solutions have
been built inside the organization’s own environment. Many businesses need rapid deployments of new system resources
and because of the increasing ease of such services offered as either private or public cloud solutions, the environments
consist of both internal and external services. Even though virtualization has provided many benefits, a new issue is to
implement tuned systems solutions for different key applications (F#6). These solutions provide great performance,
deployment and management benefits.
Functionalities
1. Our systems environment is effectively consolidated & virtualized.
2. Our centralized storage systems guarantee data availability in all
conditions.
3. We offer rapid, on-demand deployments of virtual systems to our
business units / projects etc.
4. We utilize infrastructure as a service (IaaS) to provide flexibility in
addition to our own systems’ capacities.
5. Systems environment’s cost analysis is used for optimizing our
solutions & services.
6. Our systems environment offer the needed performance,
functionality and user experience.
Cape Rock Ltd
Self assessment
5
3
4
2
5
1
4
3
5
3
5
3
1 2 3 4 5
3.7
3.4
3.5
2.1
2.9
3.8
Benchmark group's
averages
group.
69

Server virtualization solutions
This chart describes the protection solutions' share within your benchmark group.
System environments' platforms and solutions
70

Server brands and their market shares
These charts illustrate the Server market from two perspectives: 1. Number of physical server hw by brand and 2. Number of
virtual servers by b´rand or service model.
In general the IaaS (Infrastructure i.e. Servers as a service), where customers aqcuire servers from the cloud without any
concern of hardware is growing rapidly.
71

Storage, backup and server protection
Storage is important from many angles, especially performance, capacity, security, availability and cost.
The fact that the amount of data and hence the need for storage space increases with high speed creates
challenges such as cost, redundancy and management. But there are good solutions for these challenges.
These graphs show the solutions and their share within your benchmark group.
72

Systems environment vendors and solution providers
This chart describes the most popular vendors and their market shares within the benchmark group.
73

Satisfaction with Systems environment and vendor
Benchmark group's with yellow pointer.
satisfaction with environment is 7.8
Cape Rock Ltd's own
satisfaction with environment is 6.0
Cape Rock Ltd's own
Top trends in Storage & Data management
Cape Rock Ltd 's own development areas in
Storage & Data management
Comprehensive plan
New system
Service model change (IaaS)
Big Data needs fulfillment
De-duplication
Support for Virtualized server system
Backup solution
Other
74

Doubling the server capacity
Schedule Phase
2013-H2 Budgeted
1. Storage solutions
2. Optimization
3. Capacity service deployments (IaasS)
4. Virtualization
5. Management solutions
Virtualization keeps IT departments busy in Data Centers. The second area is capacity service planning and
implementation. Many organizations are planning a roadmap for optimizing their environments. New public
cloud services, such as Microsoft’s Azure and Office365 and many other Virtual Server services, offload their
own systems environments and resources.
Outsourcing
Nytt SAN / Sikkerhetsløsning
100% virtualisering og nye servere hos basefarm
Virtualisointi ja konsolidointi
Fase ut de siste lokale servere. Kun som tjeneste via partner
Palvelinympäristön osittainen uudistaminen
Sourcingstrategi / Etablering av sekundær site
Virtualisoinnin selvitys
Overgang til Provisioning servere
Changes premises in 2015 - the whole setup to be changed to cloud services
Storage solution, system provider selection
Outsourcing
Osa palvelinympäristöstä uudelle toimittajalle
Levyjärjestelmän uusiminen
Alt skal settes ut til BITS
Kahden järjestelmäympäristön konsolidointi yhteen konesaliin
Backup kopion varmistus talon ulkopuolelle
ERP-projektin tuomat muutokset
Siirtyminen VMwareen
Palvelinympäristön kokonaiskartoitus
75

There are four key areas that we’ve asked organizations to assess. We feel that today it’s not only sufficient to secure the
needed performance and functionality within and between the offices, but to secure good user experience for mobile
workers and business mobility as well.
One issue IT departments will face due to users' BYOD ("Bring Your Own Device") is to enable this through modern LAN /
WLAN management capabilities that provide the authentication and security needed.
In this maturity graph Cape Rock Ltd's own maturity assessments are shown on a colored background and the
DC
1.
PAST
2.
OUTDATED
3.
NORM
4.
MODERN
5.
FUTURE
Corporate
WAN
Offices connected
through internet
Offices connected
as a logical network
Connections
between offices
optimized on needs
basis
Multi service
network (voice,
video messaging,
monitoring)
Redundant,
prioritized
connections
between offices
LAN, WLAN
LAN: Star model
network without
redundancy
LAN: partly
outdated. WLAN
Modern,
standardized
infrastructure
LAN virtualized and
redundant. Fast &
secured WLAN's
Application aware
network
(OpenFlow)
Mobile
Operator
Networks
Basic phone services
Corporate
agreement for data
traffic
3G broadband for
Notebooks, Tablets
& Smartphones
Fast mobile
broadband 3G HSPA
+ & 4G
4G and faster
implementations
Monitoring &
management
Corporate network
firewalls
Device / service
based monitoring
Device / service
based management.
Secured VPN
Service usability
Strong auth. &
Intrusion
prevention. BYOD.
Dynamic service
management,
managed identities
Maturity of Data Communications & Networks:
Data Communications & Networks
Corporate networks, Local area networks (LAN), Wireless local area networks (WLAN)
and services & service agreements of networks
76

Functionality of Data Communications & Networks
In the total market, it’s a bit surprising to see that most organizations still lack good wireless LAN solutions. This
is mostly due to the lack of deployments of management and security solutions. Most organizations assess that
they’re not cost-effective in this area.
Functionalities
1.
The capacity & availability levels of our data communications
network are sufficient and constantly monitored for IP based real-
time services.
2. Our WLAN solution enables all devices (incl. BYOD) to be registered
and securely used in our corporate network
3. Fast public wireless connections (4G) are utilized to secure good user
experience for our mobile workforce.
4. We can control application usage in our network based on both user
and device profiles.
5. A data communications environment cost analysis is used for
optimizing our solutions & services.
6. Our data communications and network environment enables non-
stop business operations at all occasions.
Cape Rock Ltd
Self assessment
5
3
4
1
5
2
5
5
5
1
5
5
1 2 3 4 5
3.4
2.6
2.6
2.8
3.1
3.4
Benchmark group's
averages
group.
77

Preferred Internet Operator
This chart describes the most popular Internet / WAN operators and their market shares within the benchmark group.
Solution and service providers
Preferred Mobile Operator
This chart describes the most popular mobile operators and their market shares within the benchmark group.
78

Firewall implementation model
Firewall service providers
This chart describes the most popular Firewall service providers and their market shares within the benchmark group.
79

Operator change / service tendering
Capacity increase
Connecting offices
Securing usability
Security
Other
Top trends in Wide area network (WAN)
Operator change / service tendering
Capacity increase (4G)
Cost optimization
Security / management
New solution areas
Other
Top trends in Mobile networks
80

Networking devices
These graphs illustrate the most popular players and their market shares within the benchmark group.
81

Top trends in Local Area Networks (LAN)
LAN Redundancy development
LAN Capacity increase
BYOD functionality
Management solution
WAN Redundancy development
WAN Capacity increase
Maintenance services
Other
82

LAN Management solutions
83

Networking device vendor
This graph lists the most popular device vendors and their market shares within the benchmark group.
84

Satisfaction with LAN environment and operators
becnhmarking group's with yellow pointer.
with WAN Operator is 7.7
Cape Rock Ltd's own satisfaction with
WAN Operator is 4.0
The benchmark group's satisfaction with
Mobile Operator is 7.2
Mobile Operator is 8.0
with LAN environment is 7.8
LAN environment is 4.0
85

Direct access - implementation for corporate network (FI,NO,SE,DK)
Schedule Phase
2014-H1 Research
1. Increasing the speed and capacity of data communication
2. Modernization (LAN & WLAN)
3. Various tendering initiatives
4. Mobile network usage
5. LAN / WLAN security solutions
The trends can be categorized into four segments:
1. Increasing the speed and performance of data communications. This relates also to mobile communications
(4G networks).
2. Securing the usability and availability (incl. new service models)
3. Modernization of infrastructure
4. Service Operator tendering.
Operaattorin kilpailutus
Outsourcing
Fullstendig innføring av MDM
Ny IP VPN løsning fra Network Norway og Telenor
Reforhandling av WAN avtale
Palomuurien uusiminen
Nytt trådløst nett på hovedkontor
Etablering av sekundær site
WAN-kapasiteetin nostaminen jokaisessa toimipisteessä
Nytt WLAN i hele bygget
WAN- ja mobiilioperaattorin kilpailuttaminen
Tendering of WAN Operator (some smaller offices, possibly Sweden)
Toimipisteiden yhdistämistä
Comprehensive review of the entire installation
LAN security increase
802.1X tunnistautuminen
Mobiilioperaattorin kilpailutus maatasolla (sisältää tietoturva- ja etähallintaominaisuuksia)
Uuden palomuuriratkaisun käyttöönotto
WLAN gjestenett
Mobiilioperaattorin kilpailutus
86

Because of the copier environment's merger with printers as Multifunction devices, the ownership of the environment might
still reside outside the IT department. This can lead into a situation where it’s not integrated into the big picture with tight
integration with document management and other needs.
Most organizations assess their environments’ maturity to satisfactory levels 3 or 4 but the functionality assessments
suggest otherwise. Printing seems to be a less interesting area for many organizations even it is acknowledged that services
need to be there right when you need them.
Printing
1.
PAST
2.
OUTDATED
3.
NORM
4.
MODERN
5.
FUTURE
Development
phase
Freedom of choice
Department &
business unit based
solutions
General plan for
printing
environment
development
Optimized also for
mobile work and
new user devices
Independent of user
device, place and
printing device
Devices
Miscellaneous
copiers & printers
Copiers & printers
standardized
Copiers replaced
with standardized &
networked
multifunction
devices
Standardized,
device count
optimized by
documents /
materials
Own plus service
provided devices
Management
Does not exist /
device based
Single maintenance
person and/or
service agreement
Role based usage
management (e.g.
color printing)
Remote
management,
problem solving,
data security &
reporting
Availability of
services. Analyzed &
budgeted life cycle
management.
Acquisition,
agreements
Purchase price &
tendering
emphasized
Different agreement
modes & policies for
different devices
Solution based
service agreements
Homogeneous
printing & service
agreement
A part of
comprehensive IT
SLA agreement
Maturity of Printing environments:
Printing
Printing environments, their management and service models.
87

Functionality of Printing environments:
An organization can empower it's document production and printing in several ways today. Some of the key functionalities are
covered with these functionality arguments. Many organizations want to optimize the number and type of printers used by
removing personal printers and securing Multifunction devices with the needed functionalities (F#1). Since most organizations use
smartphones and tablets as well, the demand for printing ability from them is increasing (F#4).
Functionalities
1. The number of devices is optimized and defined on a demand basis
for printed documents / materials.
2.
By remote management (device management, problem solving, data
security and reporting) we are able to control and improve our
printing environment.
3. We recognize printing supplies’ share of the total cost and purchase
them effectively.
4. Our printing environment also supports mobile users (user device
independent) and new user devices (smartphones, tablets).
5. A printing environment cost analysis is used for increasing
effectiveness.
6. Document production and printing is trouble-free.
Cape Rock Ltd
Self assessment
5
4
4
1
3
3
5
4
4
2
3
3
1 2 3 4 5
3.5
3.2
3.4
2.0
2.9
3.5
Benchmark group's
averages
group.
88

Devices and market shares of printing environments
These charts illustrate the device brands and their market shares within the benchmark group in the three categories. Market
shares counted by the number of devices.
89

Printing device vendors
This chart describes the most popular vendors and their market shares within the benchmark group.
In the total market, unlike in the Systems and PCs & Workstations areas, many companies shop around without a chosen
printing environment solution provider. The cause is probably that many organizations don't recognize the value,
opportunities in cost efficiency and the need for better user experiences.
90

Optimizing the # of devices
Modernizing the device base
Change into service model
Management solution
Tendering (devices)
Tendering (supplies)
Mobile printing
Other
Top trends in Printing
91

Satisfaction with Printing devices
Multifunction devices is 7.9
Multifunction devices is 8.0
Cape Rock Ltd's own BT Rating with red, benchmark
group's with yellow pointer.
Workgroup devices is 7.8
Workgroup devices is 6.0
Personal devices is 7.3
Personal devices is 6.0
92

High performace printing
Schedule Phase
2013-H2 Research
1. Cost analysis (incl. lifecycle)
2. Centralized, remote management solutions
3. Optimization
4. Tendering
5. Mobile printing
Går inn på ordning med større grad av tilgang via adgangskort, Follow me.
Siirtyminen Canoniin
Vurdere behov for print / mistenker overkapasietet
Tulostusympäristön optimointisuunnitelma ja kilpailutus
Tulostusympäristön optimointisuunnitelma
Kilpailutus
Replacement of Printer
Standardisering av print
Tulostusympäristön kehityssuunnitelma
Tulostussopimuksen uusiminen
Standardisere alle skrivere
Turvatulostuksen käyttöönotto
Mobiilitulostamisen kehittäminen
Kilpailutus
Uuden monitoimilaitteen hankinta (kartoitus)
Follow me printing
Laitekannan yhtenäistäminen, optimoinnin jatkaminen
Utfasing av Xerox i forhold til HP
Helhetlig strategi/ Standardisering / Rollebasert tilgang til skriver
Bedre integrering av mobile brukere / oppgradering av gamle enheter
The trends are related very much to the functionality arguments of this area: Optimization of the number and types of
devices, management, mobile printing, etc. More and more organizations are moving into a service model to pay for the
outcome, not for devices.
93

New, modern IT Service models are being evaluated all over. There may not be any more good reasons to maintain one's
own systems environments for basic services such as e-mail and messaging and collaboration altogether. Some business
solutions, such as CRM, are also widely available. Cloud service offerings for different needs are available, and for most
some type of hybrid that consist of both internal and external Cloud-based services are being deployed.
In this maturity graph Cape Rock Ltd's own maturity assessments are shown on colored background and benchmark
group's average maturity is framed with red color.
IT Service
Production
1.
PAST
2.
OUTDATED
3.
NORM
4.
MODERN
5.
FUTURE
Business
support
Does not respond to
business needs
Minimizing
uncontrollable
usage interruptions
Responds to basic
business needs
Enhanced
productivity,
effectiveness and
availability
New, innovative
action models,
outstanding
performance
Model
All functions
reactive. No defined
routines nor
responsibilities.
Basic monitoring
and management
services
Centralized
management and
multilateral support
model
Centralized services
produced by
priorities & roles
Best practices in
industry,
transparent to end
user
Technology
& service
production
Out-dated
technology
solutions preventing
service production.
Non-standardized
technology
preventing service
extension for all
Planned strategic
entities enable
service extension
for everyone
Modern service
models (e.g. Cloud)
in effective use
New innovative
technologies enable
effective service
production
Service
control &
management
Service is not
managed nor
developed. No
organized
management.
Shattered to
separate areas
Standardized,
comprehensible
service descriptions
and service SLAs
Service directory in
use and services
easily subscribed.
Continuous service
development.
Homogeneous
services throughout
organization. Value
for biz operations
measured.
Maturity of IT Service Models:
IT Service Models
How IT services are produced. How systems, solutions and services are supporting
business needs.
94

Functionality of IT Service Models:
The "soft spots" of IT service production are in the IT Service models and cost efficiency (total market). New IT service models,
where systems capacities and IT resources can be freed from basic platform management into more business optimization, are
being deployed. Or they are in the current Roadmaps. Most organizations still lack a detailed risk management plan to secure
systems and services continuity when something disastrous happens.
Functionalities
1. Mission - / business critical systems are secured by proactive
monitoring & automatic fault recovery functions.
2.
Solutions’ service model has freed resources from systems &
environment maintenance, solutions management and IT resource
development.
3.
Our IT infrastructure is managed using modern tools that cover the
overall system (network, servers, data security, workstations, mobile
devices).
4. The capacity & cost of our systems environment scales rapidly and
flexibly when needed.
5. IT service production’s total costs analysis is used to optimize its
implementation and development.
6. The usability and availability of our IT systems responds well to our
business needs.
Cape Rock Ltd
Self assessment
5
3
4
2
3
1
2
2
5
3
4
1
1 2 3 4 5
3.4
3.0
3.4
3.3
2.8
3.6
Benchmark group's
averages
group.
95

IT Service models and solutions
In the total market, only less than half of organizations have deployed an IT Service Management (ITSM) solution. But a great
deal more recognize the need for one.
96

IT Service models
Every now and then, organizations should make an analysis and roadmap of the IT services and their model from two
perspectives:
a) the services which are crucial and vital to be produced from internal systems resources;
and b) for how long.
The new IT Service models that provide the basic services from external resources are even more capable of meeting the needs
of businesses. Some IT services will stay inside the organization, but a lot will not. The graph below illustrates the present and
future plans of the Benchmark group in IT Service production.
97

Satisfaction with IT Service Models
The benchmark group's satisfaction is 7.1
Cape Rock Ltd's own satisfaction is 5.3
Systems management solutions
Organizations try to manage systems with only one solution. Right now, the hot topic is to include Mobile Device Management
into these solutions.
98

Mobile device management, increasing capacity services from public cloud
Schedule Phase
2013-H1 Scheduled
1. Mobile device management
2. Systems management solution
3. Cloud based service
4. Self service -model
5. Roadmap planning
Monitoroinnin parantaminen ja oman tekemisen kehitys
Vurding av utsetting av tjenester
Å kunne tilby hurtigere infrastruktr og koplingspunkter
Innføre SCRUM, sammen med Trello ("gule lapper" system)
Forbedre brukeropplevelse
SCCM
Optimalisering av samarbeid med leverandør
Sourcing / implementering av IT strategi
Standardisation of Finnish and Swedish IT Operations, Formalisation of Client-Supplier relationship
Tori ja fuusio
Total change of Setup (Cloud)
System Management
Palveluntarjoajan vaihto
Hakemistopalvelun migraatio E-directorysta AD:n
Sisäisen IT toimintamallin selventäminen
Omorganisering internt
CMS-systeemien arviointi
Tulevan tietohallintomallin vaikutukset
Service Catalog pilotti
IT-palvelutuotannon uudelleenorganisointi
1) A comprehensive Systems management solution
2) Mobile device management add-on to one
3) Evaluation of various these types of Cloud based services.
99

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