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Business Technology Monitor

Benchmark 2014

Table of contentsTable 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 27

- Business Intelligence 35

- Messaging & Collaboration 42

INFRA & IT SERVICE PRODUCTION

- PCs & Workstations 52

- Business Mobility 60

- Systems 70

- Data communications & Networks 78

- Printing 89

- IT Service Production 97

BUSINESS TECHNOLOGY MONITOR BENCHMARK (Cape Rock Ltd, 3.3.2014)© 2014 Business Technology International - All rights reserved

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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 3.3.2014.

This Benchmark report has been made for: Cape Rock Ltd

The chosen Benchmark group is: N ADMINISTRATIVE AND SUPPORT SERVICE ACTIVITIES

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.


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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 assessment2) 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.


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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

descriptionSize of Benchmark group in

parentheses


6

Solutions and their providersThe 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 MapThese 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


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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

EAIHandwork – 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)


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Functionalities of Processes & Resource Planning solutionsIn 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 assessment5

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 (62)

3.3

3.1

3.2

3.0

3.3

3.3

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


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ERP - Processes & Resource Planning solution

This chart describes the most popular ERP solutions within your chosen benchmark group.

Solutions and applications


12

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


13

Solution providers - ERPThis chart describes the most popular ERP solution providers within the benchmark group.

Human resource management (HRM) solutionsThis chart describes the most popular HRM solutions within your chosen benchmark group.


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In general, the top priority project is to implement a HR-solution.

Top trends in HRM

Cape Rock Ltd 's next development areas in ERP with green background

HR-solution

Recruitment

Workforce planning

Data collection

Travel management

Working time attendance

New Systems / Services environment

Other

Payroll solutionsThis 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.


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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 6.5

Cape Rock Ltd's own satisfaction with ERP solution is 8.0

Benchmarking group's satisfaction with HRM solution is 6.3

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.


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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.

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

Cape Rock Ltd's own development projectNew ERPSchedule Phase

2014-H2 Research


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The latest development projects in the benchmark groupJärjestelmäintegraation kehittäminen

I avsluttningsfase på implemntering av ERP (Recruitment Manager)

Uuden ERP ratkaisun selvittäminen

vil komme et internt prosjekt på ny mobil løsning

Implementering av ny Løsning

Uusi ERP (valmis 2014-H1)

Uuden järjestelmän käyttööotto

Toimintaan soveltuva sovellusratkaisu

Upgrade of Server Platform

Oppgradering av Phoenix fra Cenium 5 til 6

Konsolidering av AX til versjon 12, i Norden. Danmark først ut.

ERP deployment

ERP uusiminen

Ressursplanlegging

SAP:n arkistointiratkaisun käyttöönotto

CRM+ERP+tuotantojärjestelmien integraatio

ERP:n selainpohjainen kevytversio

ERP:in kehittäminen (kenttäorganisaation ohjaaminen)

Oppgradering av Sharepoint

Järjestelmäuudistus ERP, HRM, Palkanlaskenta, Myyntireskontra


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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

SolutionSeparate 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.


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Functionality of Financial ControlIn 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 assessment5

3

5

2

3

3

5

3

5

2

5

3

1 2 3 4 5



3.5

3.2

3.1

3.1

3.4

3.4



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


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 7.1

Cape Rock Ltd's satisfaction is 8.0

Benchmark group's BT Rating is 3.5

Cape Rock Ltd's BT Rating is 3.3


Solution deployment year and life span


24

Cape Rock Ltd's own development projectIntegration to Dynamics CRMSchedule Phase

2014-H1 Research


There are some clear trends within the Financial Control development projects. Regarding the total market, top two trends are related with developing reporting and/or BI tool and integrating FC and BI Systems.

Regarding your benchmark group, you'll also find development projects listed below your own's.

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


25

The latest development projects in the benchmark groupOppgradering av Oracle

Integrointi sähköisen laskutuksen palveluihin

Uuden FC-järjestelmän käyttöönotto

Uuden järjestelmän käyttöönotto

Acquirement of new FC-system

Flytte over til Pro V. rapporter også for KPI'er utover økonomi

Intergrasjon til andre løsninger

Uusi järjestelmä

Osto-ja myyntilaskujen ja muiden dokumenttien kierrätys ja hyväksyntä

ERP versionvaihto

Visma

Bedre verktøy

Nytt økonomisystem

Järjestelmäuudistushanke (myyntireskontra)

Uusi taloudenohjauksen ratkaisu

System for timeregistrering (sky, web)

Oppgradering,bytte av økonomi system, skal ha BI (rapporterings verktøy)

Konsernmodell skal innføres

XML inn, intergrasjon innkommende faktura

Procesoptimering


26

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.

CRM1.

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

SolutionRegisters from

operative applications

Basic CRM solution CRM solution in extensive use

Optimized and integrated for own

needsXRM solution


Maturity of CRM solutions:

Customer Relationship Management

Solutions for sales, marketing, marketing communications and customer service.


27

Functionality of Customer Relationship Management solutionsThe 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 assessment5

4

3

1

3

2

5

2

4

1

5

4

1 2 3 4 5



2.8

2.5

3.0

2.7

2.2

2.7







28

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


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


The benchmark group's satisfaction with CRM solution is 6.3

Cape Rock Ltd's own satisfaction with CRM solution is 8.0

The benchmark group's satisfaction with CRM solution provider is 7.1

Cape Rock Ltd's own satisfaction with CRM 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

Cape Rock Ltd's own development projectCustomer Portal solutionSchedule Phase

2014-H1 Research


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 optionsB) Companies with “standstill” CRM solutions looking for means to implement their processes and management viewsC) 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.

Cape Rock Ltd's own CRM development areas with green background

Comprehensive customer view

Sales management

Contact / Call center

Campaign menagement

Electronic marketing

Activity reporting

New CRM solution

Customer portal

New Systems / Services environment

Other


33

The latest development projects in the benchmark groupSoveltuvan asiakkuudenhallintajärjestelmän hankinta

Utrulling/ pilot på Salesforce

Ratkaisun siirtäminen pilvipalveluun

CRM-järjestelmän käyttöönotto konsernitasolla

Soveltuvan CRM järjestelmän selvittäminen

Evaluation of CRM processes to see how to find a suitable CRM tool

Ny Superoffice, versjon 7.

Innføring og full bruk av løsningen i Norden

Integrasjon av Chorme

CRM to XRM

Ny integrert CRM-modul

CRM-ERP integraatio (Proof-of concept)

Smart CRM siirto emoyhtiölle / pilveen

Uuden CRM:n implementointi

Myynnin ohjaamisen tehokkaampien työkalujen arviointi

Modul for support

Vurdere nytt kundesystem

CRM-järjestelmän käyttöönottoprojekti

CRM

Ansetter ny markedsdirektør, økt fokus på marked


34

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.

In this maturity chart Cape Rock Ltd's own maturity assessments are shown on a colored background and the 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 toolsDepartment 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


35

Functionality of Business Intelligence solutionsIn 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 assessment5

2

5

3

5

4

3

2

5

3

5

2

1 2 3 4 5



3.4

3.3

2.7

3.0

3.1

3.3







36

This chart describes the most popular Reporting solutions within the Benchmark group.

BI platforms, BI solution appliances, solutions and technologies


37

Databases

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


38

BI solution providers

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


39

Satisfaction with BI solution

Cape Rock Ltd's own BT Rating with red, becnhmark group's with yellow pointer.

The benchmark group's satisfaction with BI solution is 6.9

Cape Rock Ltd's own satisfaction with BI solution is 6.0


Cape Rock Ltd's BT Rating is 3.0


BI deployment year and life span


40

Cape Rock Ltd's own development projectNo development project

TOP 5 trends in the total market1. Reporting system

2. ERP integration

3. DW (Data Warehouse) -project

4. Planning, budgeting and forecasting

5. A new BI solution


The latest development projects in the benchmark groupOppgradering til ny versjon

Ny egen løsning vil gå parallelt med eksisterende.

Bigdata kehityshanke

Vurderer å implementere SAP Hana BI mot SAP i tillegg

MS Reporting Services käyttönotto, OLAP työkalun alasajo 2014-H1

Dashboard

Tietokantaratkaisun versiopäivitys

Development of BI Tools (part of New FC System)

Prosjekt for evaluering av ny BI plattform

Utfasing av alle "shadow IT" løsninger

QlikView deployment

Integrointi ERP:n

Optimering af dataset

BI-ympäristön käytön laajentaminen, KPI mittariston kehittäminen

Automatisering av km-kontroll

Raportointiyökalujen arviointi (johdon raportoinnin kehittäminen)

BI løsning (sentralisering av probesystem)

Konsernløsninger

BIG data projekt

Nyt System


41

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 solutionSeparate 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


42

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 assessments4

2

5

2

5

2

3

1

4

4

5

2

1 2 3 4 5



2.7

2.5

2.9

2.5

2.4

3.0







43

Messaging platformsIn 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


44

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


45


Video utilization in web conferencing solutions

New Video conferencing solution

Adding video conference rooms

Integration between solutions


Other

Top trends in Video conferencing

Video Conferencing


46

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.


47

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


48

Satisfaction with Messaging & Collaboration solutions

Cape Rock Ltd's own BT Rating with red, becnhmark group's with yellow pointer.

The benchmark group's satisfaction with messaging is 7.1

Cape Rock Ltd's own satisfaction with messaging is 8.0

The benchmark group's satisfaction with collaboration is 6.7

Cape Rock Ltd's own satisfaction with collaboration is 6.0



Cloud Roadmap


49


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


50

Cape Rock Ltd's own development projectUnified communciations platformSchedule Phase

2014-H1 Research

Development projects

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.

The latest development projects in the benchmark groupFullstendig utfasing av bordtelefoner og utfasing av Tandbergløsninger med Lync-rom

Implementere løsning for video intervju av kandidater (Recruitment Manager)

Lync käytön laajentaminen

Pågånde stort sentralt styrt prosjekt for samhandling og meldingshåndtering

Leter etter nye løsning for digital skilting (brukerorientert og web-basert)

Uusi puhelinvaihde (kahden nykyisen vaihteen konsolidointi)

Ny investering

MS Sharepoint

New Voice messaging solution

Integrasjoner mellom løsninger

Analyse av løsninger

Lync

Unified Communications-ratkaisu

MS Lync käyttöönotto (MS Lync-MS Exchange-MS Sharepoint -integraatio)

MS Exchange ja MS Lync keskitetty ratkaisu

Puheviestintäratkaisun ja viestintäratkaisun yhdistäminen

Intranetin uudistaminen

Puhelinvaihteen ulkoistus

Chat

utstarkt bruk av MY Securitas


51

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 benchmark group's average maturity is framed in red.

PCs & WSs1.

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

ApplicationsOld 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 solutionStrong 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


52

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 assessment5

3

5

2

4

3

5

1

5

3

4

2

1 2 3 4 5



2.5

3.6

3.3

3.1

2.8

3.6







53

Standardised Office applicationsMicrosoft 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


54

PC brands' and vendors' market shares

This chart illustrates the PC / Workstation brands' share within the Benchmark group.

# of organizations (30) # of organizations (26)


55


56

Vendors of PC & Workstation devices / solutions

This graph lists the most popular vendors and their market share within the benchmark group.


57

Satisfaction with PC & Workstation environments and solutions

Cape Rock Ltd's own BT Rating with red, becnhmarking group's with yellow pointer.

The benchmark group's satisfaction with PC & Workstation environment is 7.5

Cape Rock Ltd's own satisfaction with PC & Workstation environment is 6.0

The benchmark group's satisfaction with vendor is 8.0

Cape Rock Ltd's own satisfaction with vendor is 10.0




58

Cape Rock Ltd's own development projectWin 8 POC - BYODSchedule Phase

2014-H1 Research

TOP 5 trends in the total market1. Windows 7 migration

2. Hybrid piloting (Notebook / Tablet)

3. Virtualization

4. Management

5. Lifecycle model

The latest development projects in the benchmark groupOppgraderinger av citrix for å bedre støtte oppunder Lync og tunge grafiske miljøer.

Forhandle avtale på vegne av Franschiser

Win 8.1 käytön selvittäminen palvelutuotannossa

Ohjelmistojakeluratkaisun hankinta (Miradore)

PC Managementsoftware

Migration of Virus Security software

Overgang til Lenovo, erstatte Wize terminaler

Vurderer rollebasert IBM

Office upgrade

100% Notebooks

Totalgjenomgang av PC -miljøet

Udskiftning af alt PC/WS og Office SW

Win7 siirtyminen

Windows 7 levitys

Win7 siirtyminen

Työasemaympäristön käytön ja hallinnan automatisointi

Nye PCer

Distribusjon til enheter for skadeservice

Citrix vurderes

BOYD / brugerprofiler



59

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.


60

Functionality of Business MobilityThe 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 assessment3

2

5

3

5

1

4

2

5

3

5

2

1 2 3 4 5



2.6

2.7

2.4

2.7

2.4

2.5







61

Business mobility platforms, device brands, solutions and service providers.

Self assessmentGoogle 4

Microsoft 1

Apple 3

3.2

3.3

3.7

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 averagesCape Rock Ltd


62

Mobile phone brands and their share % of new purchases

This chart describes the Mobile phone brands and their share within the benchmark group.


63

Mobile phone vendors and their market shares

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


64

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.


65

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

Cape Rock Ltd 's next development areas in Tablets

Pilot / POC

Platform choices

New devices

Device management

Security solution

Application evaluations

Application development

Other


66

Mobile device management solution

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


67

Satisfaction with Business Mobility environments and their solutions & services.


The benchmark group's satisfaction is 7.0

Cape Rock Ltd's own satisfaction is 6.0




68

Cape Rock Ltd's own development projectDevice management solutionSchedule Phase

2013-H2 Scheduled

TOP 5 trends in the total market1. Management solution deployment

2. A comprehensive, Unified Communications solution

3. Choice of platform

4. Cost analysis

5. SLA –based service model


The latest development projects in the benchmark groupUtrulling av ny app og vurdering av å anskaffe nettbrett for samtlige ansatte (med mer avansert MDM miljø)


Integraatio asiakkaiden mobiiliratkaisuihin

I ferd med å vurdere leverandør avweb løsning

ERP:in mobiilikäyttöliittymien jatkokehitys

CRM på Mobil

Hybriidilaitteiden evaluointi

Mobile usage of MS Sharepoint, inspection use of mobile applications in vehicles

Nordisk Track & Trace system

Tablet pilot

App for timeregistrering

Mobiilipuolen kilpailutus

Vurdere innkjøpsmodellen for mobile enheter

Optimering af brugen af Lync

MS Exchange etähallinnan käyttöönotto

MS Exchange ja ActiveSync

Mobiiliapplikaatio ja sen kautta Android-laitteita taloon

Sovelluksia lisää käyttöön (Intranet, UC)

Mahdollinen puhelinympäristön (ml. puhelinvaihteen) hankinta

Tablettien käyttö tuettuna laiteratkaisuna


69

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.


Systems1.

PAST

2.

OUTDATED

3.

NORM

4.

MODERN

5.

FUTURE

Servers Various brands & models

Standardized environment

Consolidated (Blade), partly

virtualizedWidely 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 specificInternal 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


70

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 assessment5

3

4

2

5

1

4

3

5

3

5

2

1 2 3 4 5



3.7

3.5

3.4

2.5

3.1

3.7







71

Server virtualization solutions

This chart describes the protection solutions' share within your benchmark group.

System environments' platforms and solutions


72

Server brands and their market sharesThese 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.



73

Storage, backup and server protectionStorage 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.


74

Systems environment vendors and solution providers

This chart describes the most popular vendors and their market shares within the benchmark group.


75

Satisfaction with Systems environment and vendor

Cape Rock Ltd's own BT Rating with red, Benchmark group's with yellow pointer.

The benchmark group's satisfaction with environment is 7.7

Cape Rock Ltd's own satisfaction with environment is 6.0



The benchmark group's satisfaction with vendor is 7.8

Cape Rock Ltd's own satisfaction with vendor is 8.0

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


76

Cape Rock Ltd's own development projectDoubling the server capacitySchedule Phase

2013-H2 Budgeted

TOP 5 trends in the total market1. Storage solutions

2. Optimization

3. Capacity service deployments (IaaS)

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.

The latest development projects in the benchmark groupUudistus kokonaisuudistuksen yhteydessä

Datarommet (kun rammemiljøet) skal outsources til profesjonell leverandør

Fullstendig endring av system miljø (Dell)

Soveltuvan varmistusjärjestelmän hankinta

Intern prosjekt, vurdere å kjøre alt i cloud.

Vanhan järjestelmäympäristön alasajo 2013-2014

skift af leverandør

Virtualisering

Palvelumallin kartoitus

Development of Disaster Recovery Planning

Fornye serverpark

Nytt SAN / Sikkerhetsløsning

Fileserver transfer to parent company

ERP palvelimien ulkoistus

Virtualisering og feiltoleranse.

Alt skal driftes ude i skyen

Windows 2012 käyttöönotto ja levyjärjestelmän ja varmistusratkaisun uusiminen

Konesalin kahdentaminen

Blade ratkaisun päivitys

Dedikert server


77

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 benchmark group's average maturity is framed in red.

DC1.

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, WLANLAN: 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 servicesCorporate

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


78

Functionality of Data Communications & NetworksIn 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 assessment5

3

4

1

5

2

5

5

5

1

5

5

1 2 3 4 5



3.4

3.0

3.0

3.3

3.2

3.9







79

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.


80

Firewall implementation model

Firewall service providers

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


81


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


82

Networking devices

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


83

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


84

LAN Management solutions


85

Networking device vendor

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


86

Satisfaction with LAN environment and operators

Cape Rock Ltd's own BT Rating with red, becnhmarking group's with yellow pointer.

The benchmark group's satisfaction with WAN Operator is 7.9

Cape Rock Ltd's own satisfaction with WAN Operator is 4.0



The benchmark group's satisfaction with Mobile Operator is 7.4

Cape Rock Ltd's own satisfaction with Mobile Operator is 8.0

The benchmark group's satisfaction with LAN environment is 7.8

Cape Rock Ltd's own satisfaction with LAN environment is 4.0


87

Cape Rock Ltd's own development projectDirect access - implementation for corporate network (FI,NO,SE,DK)Schedule Phase

2014-H1 Research


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 infrastructure4. Service Operator tendering.

The latest development projects in the benchmark groupTietoliikenneympäristön mahdolliset muutokset kokonaissuunnitelman mukaan

Bygger opp kryptert nett for graderte prosjekter

Vurdering av mobiloperatør

Toimipisteiden välisen verkon toimittajan valinta

Refohandling av Mobil operatør avtale.

Monitoroinnin kehittäminen, verkon valvontaohjelmiston mahdollinen hankinta

Opgradering

Fullstendig innføring av MDM

New central switch

Suomen toimistojen verkkoyhteyksien kilpailutus

Oppgradere WLAN

nyt MPLS anlæg ind

Yhteyksien kahdentaminen

Tärkeimpien toimipisteiden välisen yhteyden modernisointi, VPN uusiminen

Rakennustyöt Tikkurilan keskuksessa

Avoimeen yritysverkkoon valmistautuminen (käyttäjien ja päätelaitteiden tunnistaminen)

Wlan uudistus

reforhandle avtale

Ny løsning for backup

Outsourcing


88

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.


Printing1.

PAST

2.

OUTDATED

3.

NORM

4.

MODERN

5.

FUTURE

Development phase

Freedom of choiceDepartment &

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.


89

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 assessment5

4

4

1

3

3

5

4

4

2

3

3

1 2 3 4 5



3.6

3.1

3.5

2.0

2.7

3.6







90

Devices and market shares of printing environmentsThese 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.


91

Printing device vendorsThis 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.


92


93

Satisfaction with Printing devices

The benchmark group's satisfaction with Multifunction devices is 7.9

Cape Rock Ltd's own satisfaction with Multifunction devices is 8.0




The benchmark group's satisfaction with Workgroup devices is 8.0

Cape Rock Ltd's own satisfaction with Workgroup devices is 6.0

The benchmark group's satisfaction with Personal devices is 7.3

Cape Rock Ltd's own satisfaction with Personal devices is 6.0


94


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.

Cape Rock Ltd's own development projectHigh performace printingSchedule Phase

2013-H2 Research


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


95

The latest development projects in the benchmark groupMobil print


Tulostusympäristön optimointi ja yhtenäistämnen

ePrint

Går inn på ordning med større grad av tilgang via adgangskort, Follow me.

Follow me printing

Nye skrivere

Follow me og standardisering

Turvatulostus

Tulostinympäristön vakioinnin saattaminen valmiiksi (HP Smart Printing)

Monitoimilaitteiden kilpailutus

Bytte til outsorcede tjenester, ønsker mere konica, followme

Fjernadministrasjon

Followme

Vurderer Elektronisk brevpapir

Er i ferd med å gjøre nordisk Ricoh avtale

Bytte av maskinpark for de største kontorene

Ingen

Tulostussopimuksen kilpailuttaminen

Tulostustoiminnan selvitys konsenitasolla


96

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

ModelAll 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.


97

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 assessment5

3

4

2

3

1

2

2

5

3

4

1

1 2 3 4 5



3.5

3.2

3.6

3.2

3.1

3.6







98

IT Service models and solutionsIn 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.


99

IT Service modelsEvery 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.


100

Satisfaction with IT Service Models

The benchmark group's satisfaction is 6.8

Cape Rock Ltd's own satisfaction is 5.3




Systems management solutionsOrganizations try to manage systems with only one solution. Right now, the hot topic is to include Mobile Device Management into these solutions.


101

Cape Rock Ltd's own development projectMobile device management, increasing capacity services from public cloudSchedule Phase

2013-H1 Scheduled

TOP 5 trends in the total market1. Mobile device management

2. Systems management solution

3. Cloud based service

4. Self service -model

5. Roadmap planning

The latest development projects in the benchmark groupPalvelumallin kokonaisuudistus

Oppgradring av POB

Antall interne IT ansatte reduseres til 1, vurderer å kjøpe ressurser eksternt.

IT-tukipalveluiden insourcing, hallintaohjelmiston hankinta (Miradore)

Optimering / konsolidering

Kustannusanalyysin tekeminen

Vaihtoehtoisten palvelutuottajien kartoitus

Development of IT Service catalogs

Å kunne tilby hurtigere infrastruktr og koplingspunkter

Users self service portal

Automatisering

Outsouring: provider må skiftes

ITIL prosessien implementointi, webhosting site:jen yhdistäminen saman palvelun piiriin

Tukiprosessien automatisointi

IT palveluympäristön kustannusanalyysi

Brukersupport

Outsourcing

System management system

Velge ny leverandør for drift av applikasjoner, hardwareoutsouring

MS System Center käyttöönotto


1) A comprehensive Systems management solution2) Mobile device management add-on to one3) Evaluation of various these types of Cloud based services.


102