Enterprise Apps, BI & KM Trends 2009

Enterprise Applications,
Information & Knowledge
Management 2009
Your Text here Your Text here

Einat Shimoni
EVP & Senior Analyst
Enterprise Applications,
Analytics & KM Strategies
www.einatstki.blogspot.com
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portion of graphic 1

Agenda
1 Enterprise Applications general trends

2 Enterprise Applications (CRM, ERP, SCM)

3 Knowledge Management

4 Business Intelligence & MDM

5 BPM

6 Enterprise Portals & External websites

General
IT in Aggressive Cost-Cutting Time Trends

New
IT budget Less budget for models:
decrease new apps
SaaS, OSS

Decrease app 3rd party
Need to cut IT ERP tools?
maint. Self-
costs
service projects E-Service here
Your Text here Your Text

Social &
Interaction with
consumer Social CRM,
employees &
technologies KM 2.0
customers
impact

Innovation, re- BPM, Web 2.0,
Need to help
think processes, Innovation,
increase connect with Social CRM,
revenues customers CEM, BI


General
Application projects in recession Trends

• Zero based budgeting – every project is
examined in payback, maturity, and risk
• Low risk projects
• Small scale projects (< 1 year)
• Proven payback within ½ - 1 year
Problem: sometimes the less mature markets
(MDM, BPM) are the ones that can provide
greater business benefits


General
Questions for every IT project Trends

• What are the business benefits and when is
the payback?
• What is the risk?
Is it mature?
Is it well supported in Israel?
How many ISVs with in depth knowledge?
Are other organizations happy with it?
References!
• What is the TCO?
• Is the application user friendly?


Technologies Maturity Model 2009 General
Trends

Business Value

Investment Active BPM
BI Web
to make money 2.0
Collab.
CRM Balanced Data IT+business
Cut costs, Increase Oper. Scorecard Governance, Project
CRM ERP 2 MDM
productivity Financial Ent. Pure
Tactic BI Search Business
BI
Project
ECM
Gateway
Commodity IT portal ERP1
Services Size of figure =
complexity/
cost of project
Financial
Investment sector
Non-
Finance
for regulations reg. sectors
reg.

Using Implementing Looking
Market Maturity

General
IT Services Families Trends

Reduce Expenses Increase Revenues

Increase Increase Increase
Improve Increase
process process governance,
Cut costs customer business
efficiency Intelligence regulation &
Experience agility
risk mng.

Green IT Active BI Regulation
Social CRM BSC
compliance

DC Tech: virtualization CXO
BPM Analytical
etc. BPM/BPA management
CRM
tools

Supply chain Customer
Employee Productivity Innovation IT
intelligence Experience
support tools Governance
Management

IT Sourcing models Marketing
focus

IT portfolio
management

B2B


General
Major trend in enterprise applications Trends

SaaS (Software as a Service):
A software delivery model, delivered via the web, in which users
can consume functionality based on subscription pricing.

SaaS is typically a multi-tenant, one-to-many architecture (one
code base for all), this provides it with economy of scale

The software is hosted remotely, eliminating the need for
users to invest in related hardware or handle the installation, set-
up and daily upkeep & maintenance.



Did SaaS make its debut
in Israel?


General
SaaS in Israel Trends

Most Israeli orgs aren’t yet using SAAS
 Major adopters: technology, high tech, global companies
 Major objectors: Financial orgs and govt.

SaaS projects’ characteristics in Israel:
• Short micro-projects (~3 man months)
• Average of 40 users per installation
• Usually DOES include some sort of integration to
1-2 inhouse applications
• High satisfaction level (worldwide data: 94%)


General
SaaS major setbacks in Israel Trends

• 357 regulation doesn’t allow keeping “linked”
data outside for financial organizations
• Need for local point of contact
• Need for SLA and local support
• Hebrew
• Israeli vendors need to reorganize operations
around this model


General
Characteristics of common SaaS Trends

• Applications that have a “network effect”
Travel management
Social software
• Niche/Point-solutions
• Solutions that are easily separated from others


Application models General
Trends

Self
development


Package

Internal External

Where are we now General
Trends
and what’s the next stage?

ASP SaaS PaaS

• Single separate instance • Vendor controls application • Outcome of using PaaS
• Could have shared or • User has No access to core •Platform-Centric
dedicated infrastructure components of the solution • User controls the app.
• … ASP wasn’t a bad idea, • Multitenant, one-to-many • Fully-customized software
it had BAD timing • Semi-customized (view) • Will be more suitable for
• More suitable for generic “heavy” business processes
“lightweight” processes or
consumers


General
Mashup Definition Trends

• Mashup: a “web 2.0” term :
combining data layers from more than one
source into a single integrated interactive
application

http://blogs.zdnet.com/Hinchcliffe/?p=78

General
New Applications = Services Mashups Trends

An application mashup
should define its needed
infrastructure services
Gateway
(=ensemble)
T7 T8 T2
T6 T7 T8
T1 T3 T1 T5
T4 T2 T3 T4
T5 T6
Applications Infrastructure
Services Services

The goal: Puzzle Builder
Optimization of
IT resources!


Cloud enables creation of General
Trends
new business models

• Cloud can enable new Business mashups?
business models*
• By consuming “missing
elements” from the cloud
you can create a whole
new product
• Examples: virtual
network operator

* Source: STKI brain storming session


General
Open Source Software Trends

• Open Source applications used by 65% of
global enterprises
• Most Israeli organizations don’t consider using
OSS in almost any project
• The economic pressure will push Israeli orgs
to consider this model in specific areas:
 WCM
 Internal IT tools
 Collaboration and Web 2.0 tools


There are some major benefits to General
Trends
open source software

Main reasons:
Cost Text here
Your Your Text here

Vendor independence
Sometimes –
Better functionality


General
Open Source pricing appeal Trends

Price of a WCM project based on open
source CAN BE 15-20% cheaper
But will not always be the best choice

Source: Water & Stone

Major Benefits for adopting General
Trends
Open Source Software
Which of the following does your company see as the
major benefits of adopting OSS ?

Source: Open IT, Annual Open Source Survey for 2008, September 29, 2008

What should you do to make Open Source General
Software relevant to your organization? Trends

• Most important: assure available local
professional knowledge with the package:
Specialized Israeli ISVs or in-house
• There should be no compromises on SLA
• Understand the model and legal terms


CRM


CRM
Trends

CRM will be less about transactions
And more about interactions

Think of it as a way of improving customer
experience by managing “conversations”


CRM
Trends

Better customer experience
= better product

CRM and CEM can provide a real competitive differentiator

Upcoming STKI Round Table on
CRM: June 17, 2009

CRM
CRM: from the outside looking in Trends

Focus on external clients needs


Focus on internal processes


CRM
Multi Channel CRM Trends

• Mobile service • e-billing •More self • newsletters • EPSS/guided
• e-banking • e-service service options • email marketing interactions
• SMS • e-payments and transactions • email response • RTD
• Live chat management • CC
• Collaboration

Proliferation of customer touch points

CRM
Israeli CRM Trends 2009 Trends

• “XRM” – using CRM as a development
platform for various needs
This is an important criteria when choosing CRM
• “Quick win, quick ROI” approach continues
• Reducing contact center costs (self service)
• Analytical CRM continues to be top priority


CRM
Source: STKI CIO Survey 2009 Trends

CRM Priorities2009
40%
35%
35%

30%

25%
20%
18% 20%

14% 15%

8% 10%

5%

0%
Campaign Ecommerce CRM Self-Service Analytical
Management Systems Packages CRM


CRM
Worldwide CRM Trends 2009 Trends

• Think outside of the “CRM” box:
Web virtual agents
Home based CC
Customer centric innovation
• SaaS will rise significantly
• Engagement with the customer – Social marketing
• Managing the customer experience
• Social CRM – clients & employees more “social”
• Self Service is king (but don’t compromise with
the customer experience, i.e poor IVRs)
• Customer data still a problem

Communication with customers CRM
Trends
spurs customer centric innovation
What features should
What do you like about our new product?
product X include?

What don’t you like about
our new product? What do you like about
our company?

Do you have ideas
how we can
How do you prefer enhance our
to interact with us? products?


CRM
Trends

Interact with the customers &
Learn more about what they want

Define new customized products

IT needs infrastructures to
support diversity of products &
interactions

We will present data on products and integrators: Explanations
on Slides
List of Packages and Integrators
Rep in
Package Integrators Delivery model
Israel
Vendor A Company 1 Integrator a, Integrator b On-premise
Integrator a, Integrator b,
Vendor B Company 2 SaaS
Integrator c
SaaS
Vendor C Company 3 Integrator a
On-premise

 Lists only include vendors that are represented in Israel
 The location within the lists is random
 Lists might not include all players



STKI Israeli Positioning on Slides

• Not a technological positioning, refers only to Israeli market
• Represents current Israeli market and not our recommendation
•Focused on enterprise market (not SMB) Vendor A

 Market Presence (X) Vendor B

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

 Mind share (how user organizations rate vendors)
 Local Support (Y) – is influenced by (X) Worldwide
Leader
 Experience & technical knowledge, localization,
support, number and kind of integrators
 Worldwide leaders marked, based on global positioning
 Vendors to watch: Are only just entering Israeli market
Vendors to Watch:
so can’t be positioned but should be watched
Vendor C
Market Presence


Selected Wins 2008-1Q2009 on Slides

 Package X: Company 1 (Integrator), Company 2 (Integrator)
 Package Y: Company 3 (Integrator), Company 4 (Integrator)

 These slides contain examples of selected wins during
2008 and Q12009 (decision and purchase of certain
products, not necessarily ongoing projects)
 The lists are only partial and don’t include all wins of
all vendors during this period


CRM Packages & Integrators in Israel:
Package Rep in Israel Integrators Delivery model
Siebel (Oracle) Oracle Israel, Taldor Taldor, IBM, BeyondIT On Premise
Siebel on-Demand Oracle Israel, SaaS;
Taldor, ManofIT, Yael, BeyondIT
Enterprise

(Oracle) Taldor, Yael At customer/partner
Yael, Malam-Team, ONE1UP,
Oracle CRM Oracle Israel On Premise
Oracle, HP-EDS, Advantech
Peoplesoft (Oracle) Oracle, Matrix Matrix On Premise
SAP CRM SAP Israel Ness, Taldor, Advantech On Premise
Amdocs (Clarify) Amdocs Amdocs On Premise
20 Partners, including: Matrix- On Premise;
Microsoft Dynamics Effect, Advantech, SIT, Malam-
Microsoft Hosted by partners;
CRM Team, Netwise, Aman ,Elad,
Yael…. SaaS not yet in Israel

Pivotal ONE1 ONE1 On Premise
Salesforce.com ONE1, Blat-Lapidot SaaS
Mid Tier

MEGA Center Yael Yael On Premise
Onyx (Consona) IT Navigator IT Navigator On Premise
Netsuite Edmiso SaaS
MyBusiness MyBusiness MyBusiness SaaS
SugarCRM OpenIT Open source


Microsoft-Based CRM Solutions in Israel – Part 1
Company Solution
E-Drive (Car Market)
Capital Market: “Optimi”
Advisor Platform (‫(יועצי השקעות‬
)‫פניות ציבור (מענה לחוק חופש המידע‬
Effect (Matrix) High Tech Solution
‫פתרון לניהול גביה והליכים משפטיים‬
Infrastuctures: configuration management, dashboard, self service, CDI
Contact center - moked
Analytical Dynamic CRM
CRM for security org./departments
HRM – Healthcare CRM, hospital risk management
DRM – Donors relationship management
Malam-Team Academy – Alumni, Student, scholarship grant mng, training courses
Retail CRM
VC – Venture capital CRM
Financial services and Retail banking

Microsoft-Based CRM Solutions in Israel – Part 2
Company Solution
Contribution System
Donors CRM
Conferences and training
SIT
Members club
CRM for High-Tech sector
Customer Service Portal
Broad Digital Billing, Rating, Account Receivables
Highview BI for Microsoft Dynamics
Capital Market
‫ניהול פניות ציבור‬
Advantech
Surveys module
MOSS and CRM integration
Vehicle Fleet management
Almog SMS distribution
Pricelists update
Agile HR companies’ operations and clients
Eyron Shimoni’s work Copyright 2009 @STKI
Einat Election campaign management
Do not remove source or attribution from any graphic or portion of graphic 39

CRM-Related Applications:
Developing/
Solution Description Representing
Company
Enterprise Incentives Incentives, Matrix-
Incentives Pro
Management partner
Kana Collaborative CRM Malam-Team
DSKnowledge Service Center Knowledgebase Danshir
Talisma – CIM (customer
Collaborative CRM Business Solutions
interaction management)
collaborative CRM, KM for
Knova (Consona) IT Navigator
contact centers
Siebel - Social CRM Social tools for CRM Oracle - Siebel
Cemax Feedback Mng, Complaints Mng. Cemax
*Doesn’t include Contact Center/telephony tools


Multi Channel /customer Self Service applications
Product Name Description Israeli Representative
Lyris Email marketing
Neolane Multichannel marketing
Netwise
Cellular apps. SMS dist., WAP, download apps
Self service apps Self Service Kiosks
Kana Collaborative CRM Malam-Team
Talisma – CIM Collaborative CRM Business Solutions
Megacenter Mail
Managing channels (SMS, Fax, email) Yael Software
Server (MCMS)
eBilling + eService +
Self Service Oracle (part of Siebel suite)
eCommerce
Mail-IT + possible Marketing messages management (Mails
cloud model channel)
Matrix
Matrix Mobile Bank2go, Ultra Credit, Calldinator, WFA
solutions MMIS – Matrix mobile info. server
One1 Mobile Mobile channel, SMS One1 Mobile
Cellesense Text and web automated self service Netwise – Integration partner
AMS Billminer (EBPP), self care Lognet
Yodlee Moneycenter Aggregated financial data and payment Bynet SW.
ISQ Q&A web self-service ISQ

CRM - Israeli Market Positioning 1Q09

Siebel Microsoft
Peoplesoft + SOD

SAP
Local Support

Oracle CRM
Pivotal
MEGACenter Worldwide
Salesforce
Leader

Onyx
Amdocs

Vendors to Watch:
NetSuite (on-demand) This analysis should be used with its
supporting documents
SugarCRM (open source)
Market Presence

CRM Selected Wins during 2008/1Q09
(Partial List)
 Siebel On-Demand: ECI (Taldor), Test Insight (ManofIT),
Remmon (ManofIT), Pascal (ManofIT), Coreflow (ManofIT),
Civcom (ManofIT), Oridion, Teva, Netafim, Galil College,
Nicast (ManofIT)
 Peoplesoft: Bezeq projects
 SAP CRM: Zim, Excellence Nesua (Taldor), Given Imaging
(Advantech), Navy, IAI, Machon Mor, Sarel, Technion (Taldor)
 Microsoft Dynamics CRM: Leumi-Card (Effect-Matrix),
Random Logic-888 (Almog), Aviv PCB (Almog), Bank Igud
(Effect), Doar Israel (Effect-Matrix), Egged (Advantech), Mey
Eden (Aman), Yad Vashem, Red Data, Africa hotels,
Superpharm (Effect), HTR (Effect), Audiocodes (Effect), Avis
(Effect), Bank Leumi
 Pivotal: Moatza Lezarchanut, Madgal, Negev Ceramics, Ambar
 Salesforce: Symantech division, Alladin, Scopus

CRM Consultants in Israel (alphabetical)
Partial List
 Accenture
 Alternative
 Aman (widelink)
 BI-Pro
 Deloitte Touche: Strategy, business case
 IT solutions
 Luria
 Meteor
 Sensecom: Contact Centers
 Synergy: Campaign Management, Analytical CRM
 Several other independent advisors

STKI Rule of Thumb
HIGH-END CRM in Israel: Price Per Seat

• License: $1K - $3K
• Integration: 2 x license
• Hardware: 1 x license
• Maintenance: 0.5 x license (for 3 years)
• Training &
Change Mng: 1 x license
• Testing: 0.25-0.5 x license
• Data Quality: 0.25-0.5 x license
Total: 6 x license
$6,000 - $18,000 per seat

STKI Rule of Thumb
Mid-Tier CRM in Israel: Price Per Seat

• License: $500 - $1K
• Implementation 0.75 x license
(training, testing,
data quality)

Total: ~4 x license
$2,000 - $4,000 per seat

STKI Rule of Thumb
SaaS CRM price model
Pay-as-you-go subscription pricing
Price per user per month: 40$ - 130$
* Depending on functionality, contract period,
scope of modules vs. full suite, number of users
Additional possible costs:
• Relatively very short implementation time
• Internet bandwidth requirement
• Data quality
• Training + HATMAA
• Some possible customization costs


EPSS for CSRs + Unified Agent Desktop
Developing/
Solution Description Representing
Company
Guided Customer Interactions, E-Glue, ONE1-
E-Glue
Unified Desktop, EPSS partner
Guided Customer Interactions, Composia, Matrix-
Composia
Unified Desktop, EPSS partner
Front End integration, Unified
OpenSpan Malam-Team
Desktop
Solan, Yael & SRL -
E-Tracker EPSS
partners
CCF (Customer Care Aggregation, Acceleration and Microsoft, Matrix -
Framework) Automation partner
Expeditor Desktop Integration IBM, Matrix - partner
Acceleration and automation,
SKS for CCF Bynet SW
expanding CCF capabilities
Jacada Front End integration

Campaign Management
Package Vendors in Israel
Product Name Israeli Rep. Integrators
Unica Gstat IBM, Gilon
Chordiant IBM
SAS Mia Computers Gilon
Teradata Analytic CRM Mittwoch Mittwoch, Gilon
Siebel Marketing Automation
Taldor, Oracle Taldor
(Acquired by Oracle)
Neolane Netwise Netwise
Peoplesoft Marketing
Matrix Matrix
Automation
MEGACenter Marketing Module Yael Yael
Other CRM Vendors…


ERP


ERP
ERP Life Cycle Trends

Increase efficiency of
Basic modules ERP operations
HR, Logistics,
Financials Portals, BI, BPM

Stabilizing Upgrades Advanced modules
the system
Increase Hatmaa “Core” modules

ERP 1 ERP 2 ERP 3 ?


ERP
ERP Maturity Model 2009 Trends
Business Value Increase efficiency, advanced/ vertical
modules, upgrade, improve HATMAA,
Investment implement ERP portals, BI, BPM
to make money
IT+business
Cut costs, Increase ERP 2 Process
Project

productivity ERP modeling ERP
Pure
Operational for ERP MDM Business
Portals Project

Commodity IT
ERP1
Services Size of figure =
complexity/
cost of project
ERP
Investment governance
for regulations tools

Market Maturity

ERP
ERP Benefits Trends

Source: http://net.educause.edu/ir/library/pdf/ERB0401.pdf

ERP Staffing ratio
Average size of Israeli ERP department: 15-20
 Implementers: 60%
 Developers: 17%
 Infrastructure (system/DBAs): 10%
 Other: 13%
 ERP effort distribution:
 New developments: 70%
 Maintenance: 30%
 Average ratio between ERP staff / ERP users:
 SAP 1:66
 Oracle 1:30 (due to smaller-scale installations)

ERP
ERP Main priorities for 2009 Trends

How to reduce ongoing maintenance costs?
Sourcing strategies
3rd party tools
Licensing management

Improve HATMAA of ERP to decrease
training costs, improve usability and
lower HD costs

ERP
SAP ERP specific issues in 2009 Trends

BI – BW architectural dilemmas
More willingness to use external services
Increase efficiency with 3rd party tools
Upgrade costs too high for value they provide


ERP
Oracle ERP specific issues in 2009 Trends

Need for software configuration management
Upgrades
More use of internal ERP staff
Increase efficiency with 3rd party tools


STKI Rule of Thumb
Enterprise ERP in Israel: Price Per Seat

License: $1600 - $2500

Integration: 2-3 x license
Hardware: 1 x license
Maintenance: 0.5 x license (for 3 years)
Implementation
(Testing, Training
Data Quality): 1 x license
Total: ~6 x license
~$12,000 per seat

STKI Rule of Thumb
Large - SMB ERP in Israel: Price Per Seat

• License: $1500-$1700
• Hardware: 0.25 x license
(training, testing,
data quality)

Total: 4.5 x license
$6,750 - $7650 per seat

STKI Rule of Thumb
SMB ERP in Israel: Price Per Seat

• License: $700-$1200
(training, testing,
data quality)

Total: 4 x license
$2800 – $4,800 per seat

ERP Packages & Integrators: Part 1
Package Israel Rep Integrators Delivery model
Yael, Malam-Team, ONE1UP, Oracle
Oracle
Oracle Israel consulting, HP-EDS, Advantech, Ernst & On-premise
Apps
Young, Unitask, Motorola
Oracle Unitask (Oracle Easy), Afek, Motorola,
Oracle Accelerated ONE1UP, Advanteck, E&Y, Yael, AKT (HR On-premise
Edition module)

SAP, Ness, IBM, Taldor, Advantech, Malam-Team,
HP-EDS, Accenture, Aman, SRL, Danshir, CB
SAP All-in- SAP Israel On-premise
I.T, E121, EPS SAP, Gav, IGC, Opex,
One SAPLM, SDM, AKT (HR module)
SAP Xioma, Malam-Team (Etop), RELS, Harel
Business SAP Israel comp Malal, Complete, Menahel4U, Todan, On-premise
One Reut-ONE, Synopsis
E-Tafnit Matrix Matrix, Alpha Consultants On-premise
QAD SIT SIT, ManofIT, Tirosh On-premise, SaaS
Lawson
Intentia Israel Intentia Israel On-premise
(M3, S3)
Ashbal, Meidatech, FBC On-premise, SaaS
Priority Ashbal
Afek, Tulip, RAAN, HP-EDS, IlitERP (meidatech)

ERP Packages & Integrators: Part 2
Package Israel Rep Integrators Delivery Model

Microsoft Israel. Matrix, Oregano, Malam-Team,
Microsoft Dynamics Localization & Prodware, Tadiad, Maxoft On-premise
AX Distribution by
mAXimum ERP (Matrix) other partners in qualifications

Aviv, MARS Aviv Aviv On-premise
ONE ERP ONE1 ONE1 On-premise
KAV systems Kav Kav, Ardom On-premise
FinPro, Logistic Pro Almog Almog On-premise
Gan Tochnot On-demand,
Aman Aman
Heshev Hosted
Comax (on On-demand,
Comax
demand) Hosted
On-premise,
Bgate Bgate
SaaS
IFS Teldan On-premise
BPCS, Baan Matrix Matrix, Afek, IBM, Tulip (Baan) On-premise

ERP
SMB ERP in Israel Trends

Pressure from large players in generic ERP
Verticalization, Verticalization, Verticalization
SMB ERP providers develop very deep and
verticalized solutions
On-demand models – also in Israel!


ERP On-demand model ERP
Trends
Kicking in

• Comax
• Meida-Tech (Priority on demand)
• SIT – QAD
• Ggate
• Gan Tochnot Heshev


ERP - Israeli Market Positioning 1Q09

Enterprise ERP Medium - Large ERP SMB ERP

Priority
Oracle SAP SAP Oracle
AIO SAP BOONE1
ERP
ONE1 Priority Oracle
ERP AE/easy QAD Tafnit
QAD Tafnit

Kav
Aviv Movex Aviv
Movex
Vendors to Watch:

Ggate IFS
Microsoft Dynamics AX COMAX

Market Presence
This analysis should be used
Einat Shimoni’s work Copyright 2009 @STKI Do not remove source or attribution from any graphic or portionsupporting documents
with its of graphic 65

ERP Selected Wins 2008-1Q09
(Partial List)
 SAP: Rakevet Israel (Malam-Team)
 SAP All-in-one (Best Practices): Gidron (Taldor), Ashdod medical center
(Taldor), Batey Zikuk (Taldor)
 Sap modules: GRC – Dead Sea, BIA – Coca Cola, Learning solution - Bazan,
IDM – Ness, Billing - Meitav
 SAP ECC upgrades: Mecan-Ericsoon, M.of Health, Tadiran Solelot
 Oracle: Object (R12), Ashot (ONE1up), LUZ II, Actimize
 Accelerated Edition: Modu (Advantech, R12), Retalix, ITL, Rion
 Tafnit: Barzilay hospital, Leumicard, Albar, Sani, Visa, Mizrachi, Ayalon, Ampa
investments
 QAD: Vishey international, Expansions in AVT, Seragon. On-demand ERP:
Enlyten, RGI
 Microsoft Dynamics AX (not localized version): Random Logic 888 (Malam-
Team), Aviv PCB (Oregano)
 Comax (on demand): Hazi hinam, 2 municipalities, Domisil
 ONE1 ERP: Agami, Beit Yanai, Ambar

3rd party SAP complimentary tools (partial list) – Part 1
Solution Israel Rep. Description
EPIuse Ness Selective data copies
Zoption Ness Integrating financial functions with Office - excel

Panaya Panaya Simulation and guidance for SAP upgrades
Intellicorp – Live
Ness Impact analysis (for SAP upgrades)
compare
Object Manager Ness Software configuration management

OrgPlus Ness Visual HR management

Xpandion Ness Risk mng, behavioral analysis, license audit

ARX Cosign Ness Digital signature

IXOS - (OpenText) Top Solutions SAP content management and archiving

Printboss - Consist Consist, Ness Design/distribution of SAP forms

MessageManager Ness Unified messaging for SAP

SteerU SteerU EPSS for SAP

Innowera Shimoni’s work CopyrightNess
Einat 2009 @STKI
Integration of SAP transactions with Excel
Do not remove source or attribution from any graphic or portion of graphic 67

3rd party SAP complimentary tools (partial list) – Part 2

Item Field -
Aman Data transformation for SAP
Informatica
Clicksoftware Clicksoftware SAP workforce optimization
HR Load runner HP Israel software performance testing tools
HP Quality Center HP Israel automate QA testing
Cisco Data Privacy Cisco Data security on the network
CA Wily CA Israel Monitoring customer transactions in real time
Arcplan Danshir Dashboard for SAP data


3rd party Oracle e-Business Suite
complimentary products (partial list)

Oracle
UPK (acquired by Partners: Tools to increase productivity, usability,
Oracle) Yana-Smart, deployment & content creation
John Bryce,
Blat Lapidot
OMM (Object Migration management and change
Migration Manager) management for Oracle e-business
Print Director Unitask Enhanced Oracle printing
Dynamic Entity Data management and control tool
AOA
AOA Travel management system
(Add-on Applications)


ERP Consultants (Alphabetical list)
Partial List
 Accenture
 Bit-Plus
 Byon
 Deloitte Touche
 Ernst & Young
 HMS
 Meteor
 OIC
 Seker
 Tulip
 Several Independent advisors

SCM
Supply Chain Management Trends

Information focus Strategic measurements,
Balanced Scorecard
SCP: Supply
Demand
Chain planning &
Planning forecasting Inventory Advanced
planning & planning &
optimization optimization

Product Data Management
SRM
SCE: Supply
Chain ERP 1, ERP 2
WMS Supplier
Execution portal
Transportation
Management
Transaction focus

Demand Logistics Operations Supply


Supply Chain Management SCM
Trends
Global trends
From Execution to Planning:

try to match demand and deliver the right
product to the right place at the right time at
the right price

Organizations becoming demand sensitive:

More data that will help predict demand from
POS, suppliers, internal sales/marketing people

Ability to respond near real time

Supply Chain Management SCM
Trends
Israel trends
 Gap between IT and logistics/SCM business departments
 SCM very broad and complex, requires special expertise
 Confusion regarding what ERP packages can and can’t do
 why do we need a BoB solution if we have an ERP?
 SCM package decisions are still based on BoB:
 Solution has to be flexible, be able to include many
dynamic constraints that change as you go
 Solution has to include transactional as well as analytical
(multi dimensional analysis)
 SCM packages are also facing suppliers and partners


KM


KM
Knowledge Management Trends

But don’t think too much…
Get practical

KM
The problem with Knowledge Trends

It takes too much time to find
existing information needed to
complete tasks

The Problem: Too much info!
Lack of information


KM
Let’s see the numbers Trends

The typical IW spends up to 25% of the day searching
for the right information to complete a given task.
Ineffective searches/wasting time looking for
information can cost companies up to 10% in salary
expenses (Butler Group)
Employees spend 12 hours a week on info-gathering
tasks: mostly, unsuccessfully. (Accenture)
Knowledge workers spend 15%-30% of their time
gathering information, but are successful less than 50
percent of the time. (IDC)
The amount of new technical information is doubling
every two years

Internal KM Maturity Model 2009 KM
Trends
Business Value

Investment
to make money
Blogs IT+business
Cut costs, Increase Social
tools
Project

productivity
Wikis Pure
Ent.
Business
ECM Search
Project
Gateway
Commodity IT portal
Services Archiving Size of figure =
complexity/
cost of project

Investment
for regulations

Market Maturity

KM
KM Best Practices Trends

KM should be process-dependent and
combined in every-day tasks
Accommodate different types of users
Digital natives
Digital immigrants


What isn’t acceptable for the KM
Trends
Digital native (generation X)?

Paper application E-form on
form company portal

2 hour classroom Simulation games,
session with PPT online courses,
slides community

Posting ideas on
Suggestion box
company blog

Interaction, relevancy,
ease of use

The digital native KM

Technology “consumerization” Trends

• New-age knowledge workers are used to:
• Communicate
• Share
• Collaborate
• Plan
… in a different way.
They will probably grow grassroots web 2.0 initiatives,
whether IT likes it or not


KM
Web 2.0: User is at the center Trends


KM
Web 2.0 tools: Adoption vs. Complexity Trends

Most known
most deployed

Least known
least deployed

Source: Cutter


General
Innovation Sources Trends


Enterprise 2.0 Social tools
Integration
Product Category Israeli Rep
partners
Elgg (open source) Social networks tools OpenIT
IBM Quickr, Blogs, Wikis, RSS, Elad-Risotech &
IBM
connections Social networks other WS partners
Kwizcom, Byon
Bynet SW, Matrix
MOSS 2007 Wiki, blog, RSS Microsoft
& other MOSS
partners
Kwizcom Web 2.0 Wiki, Tagging, rating,
Kwizcom
bundle (MOSS addons) forum
Mediawiki (open
Wiki Byon, Matrix
source)
Atlasian Hosted Wiki Elad Byon
“Beshutaf” Community tools Consist Consist


KM
Participatory Technology Trends

“Participatory technologies have the highest chance of
success when incorporated into a user’s daily workflow”
(McKinsey)
• Google’s engineers report their projects work into blogs
and wikis (Collaborative project management)
• Pixar animators use wikis with videos to share and discuss
ideas
• STKI analysts are measured also by their blogs contribution;
every new round table summary is uploaded


KM
How to use participatory technology? Trends

Make it a part of a specific daily work process (for
example, project-specific wikis)
Find the right “base” of users that will create the mass
Maintain the right balance of freedom and control
(different for each topic and industry) Your Text here
Your Text here

Do what is needed to make it RELEVANT for specific need
• Make it more friendly
• Add missing capabilities


Issues with using Web 2.0 KM
Trends
in the organization
• Isn’t “controlled” like other tools are
• Software usually isn’t proprietary
• Hard/impossible to govern and control processes
• What’s in & what’s out? Data leakage concerns
• When using mashups – concerns regarding
integrity and security of outside services
• Almost zero training, different adoption cycle
Adopting Web 2.0 in the organization
requires a new approach

KM
Web 2.0: Recommendations Trends

• Find key leaders
• Define areas in which Web 2.0 provides value:
• Project teams “environments”
• Internal/external Ideas blogs for product innovation
• Define areas where Web 2.0 shouldn’t be used
• Determine a certain control level
• No “anonymous” posts
• Feedback mechanism
Upcoming STKI Round Table
Web 2.0 for KM: May 13, 2009

Enterprise Content Management ECM
Types of documents (definitions) Trends

• Operational documents:
Documents that support the organizations day-to-day operations.
“Must have”/ Important
 Documents linked to applications’ transaction and flow (viewed via app)
 Important documents but can be separate repository (viewed via ECM app)
Examples: Contracts, customer records, employee records

• Soft documents:
Documents that help “knowledge management” and sharing.
Not linked to a specific process, considered a “Nice to have”.


ECM
ECM Market in Israel Trends

• Most large organizations managing operational docs (partially)
 Managed in different separate environments
Documents around core processes mostly managed
Other important documents hardly managed
 “Soft” documents are rarely managed
• Most common failure reasons for ECM projects:
Poor integration leads to lack of HATMAA of these tools
Ongoing HATMAA is problematic, tools are complex to use
and no budget for training


ECM
ECM state of the market in Israel Trends

Source: STKI ECM Round table, 2008:
http://einatstki.blogspot.com/2008/06/blog-post.html

ECM
ECM market size in Israel Trends

• During 2007-2009 (3 years) we estimate the
ECM market size in Israel to be $70M*:
• High End (15-20 large projects): $15-20M
• Low End: 100-200 projects sometimes
combined in different projects such as
portals

* Includes both SW licenses and services


Enterprise Apps, BI & KM Trends 2009

Enterprise Apps, BI & KM Trends 2009

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