next generation cloud adoption beyond just cheaper & faster – transformation at scale
DESCRIPTION
Cloud computing is moving beyond departments/ teams into wider enterprise use, beyond traditional enterprise boundaries, and redefining traditional customer/supplier relationships and communities. It's creating genuine transformational opportunities, not just delivering the same functionality faster and cheaper. In addition to creating new business models, it's creating new ways to work. Join us to learn about the new challenges of developing and deploying SaaS products on an enterprise scale. This session is brought to you by Capgemini, a proud sponsor of Dreamforce. Presented by: Sam Lowe Head of eBusiness, Capgemini UKTRANSCRIPT
Copyright © 2011 Capgemini. All rights reserved.
Sam Lowe Head of eBusiness, Capgemini UKAugust 2011
Next Generation Cloud AdoptionBeyond just cheaper & faster – transformation at scale
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Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
Abstract: Next-Generation Cloud Adoption
Next-Generation Cloud Adoption Cloud computing is moving beyond departments/teams into wider enterprise
use, beyond traditional enterprise boundaries, and redefining traditional customer/supplier relationships and communities. It's creating genuine transformational opportunities, not just delivering the
same functionality faster and cheaper. In addition to creating new business models, it's creating new ways to work. Join us to learn about the new challenges of developing and deploying SaaS
products on an enterprise scale.
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
The benefits of cloud computing have driven good adoption in the Enterprise
Benefits of Cloud Adoptions
Full flexibility – content
& delivery
Reduced time for Project
Delivery
Reduced Wasteage
Fast delivery of new
Technologies
Greater control by
the business
Reduced IT costs of
ownershipReplace
Outdated,Obsoletesystems
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
The new world is creating challenges for our clients both on the business and the IT sides
© 2010 Capgemini - All rights reserved 5
So what’s stopping it from moving faster?
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
Distance, Latency and Reliance on being On-line- Is the user-experience and service-level going to be good enough?
Data Transfer and Integration- Can the data transfer needs be practically accommodated? Are the integration costs and complications involved manageable?
Someone Else’s Design and Resources- Is not being in control of the design and the resources acceptable? If performing a ‘lift-and-shift’, can the requirement/system work
with the compromises of the provider’s design and resource allocation?
Privacy, Security and Identity- Can concerns about putting information outside of the firewall, in the same place as competitors’ and suppliers’, be mitigated?
Portability (a.k.a. lock-in and exit costs)- The cloud is in its early days (as far as adoption in the enterprise is concerned), and most designs are proprietary – is that a
problem?
Service Integration and Management- If you break an end-to-end business service up into many cloud IT services, how do you retain an aggregated view of suppliers,
service levels, charges and defects?
And of course … market availability and maturity of a suitable breadth of services
The validity of these concerns varies by context, and by maturity of the service
However, there are some key concerns that enterprises tend to have, or that tend to be publicised, around the use of cloud services
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
The incentive is apparent for enterprises to adopt the innovation being offered to them in place of the models that have existed previously
Packaged, Pre-built Solution
Build Bespoke
Build using a bought-in Framework
On Premises Hosted Cloud
Decreasing Control of Features
Increasing Economies of
Scale on Design
Increasing Economies of Scale on Service &
Resources
Decreasing Control of Service & Resources
This creates an interesting implication: most organisations of course decided a long time ago that packaged apps held a significant place in their estate – is there a parallel for cloud?
Service
Pack
age
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
The theory would suggest a gradual move of many parts of each organisation’s IT estate from the current mainstream to something very new to them
FROM THIS TO THIS
Mostly Commercial Software
Some Open Source
(in commoditised or embedded stacks)
Experimenting with Cloud
Continual reappraisal
Cloud-based Services wherever viable
(subject to significant diligence)
Open Source Platforms
(on IaaS or as PaaS)
Commercial software only where needed (due to lack
of viable alternatives, or for
risk mitigation)
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
There are ‘waves’ of adoption in enterprise organisations,varying by function and industry
Mobile employees and extranets first (talent management and eRecruitment has always been ASP, and most Sales Force
Automation in the world even now is done using spreadsheets and email, so they were the great first traction points)
Digital customer interaction second (especially where new accelerators like social play a role in )
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
But things advance, this is way more than replatforming, the online-centric approach brings new and transformational opportunities
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
But things advance, this is way more than replatforming, the online-centric approach brings new and transformational opportunities
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
Three key tenets of the next generation of enterprise technology
Enterprise Cloud Services
NextGeneration
Cloud
New generations of customer interaction, beyond just broadcast and the contact centre, into participation, conversations and even partnerships.With online as the platform
Fostering serendipitous connections and inclusive
collaboration around a living body of work, across
organisation boundaries. On-line, Mobile & Realtime
by Default
Delivering enterprise-wide cloud and digital services through technical and commercial Integration of best-of-breed providers, through provision of an
continually evolving, managed ecosystem
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
Email, direct mail, Facebook, telemarketing
Marketing System
CRM SystemAnalytics & Reporting
Measure & Optimize
CRM System
Web Analytics
The future of enterprise IT is integrated, composite services
7. Execute multi-channel campaigns
6. Build targeted lists
5. Or…move to automated lead nurturing program or retention program
2. Segment & profile based on web activity and score leads
3. When prospect becomes ‘hot’ move to SFA & alert AE
4. Analyze and Manage Marketing Performance
1. Track and record customer behaviour. Recording transactions to commence building customer profile
8. Drive “eyes” to Website and to targeted, personalised landing
pages
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
Continual innovation through the lifetime of a platform/service
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No area of IT moves as fast as eBusiness
In eBusiness, less innovation now comes from R&D labs of large software companies
Functional innovation is tending to come from the entrepreneurial internet companies
And technical innovation from the massive scale of the open source communities
Rather than cycles of replace and maintain, how can organisations continually evolve, gaining access to rich seams of innovation that don’t yet exist, whilst not having to do it all themselves at their risk?
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
RMG Business Drivers
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Customers increasing online… everywhere
Constant change in business, regulations, govnt. policy and
customers
RMG Core Business Challenges
Core postal business in decline
IT- Constant game of catch-up
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
Customers dictate design
Be a Cuckoo - embed your brand & services in other
people’s sites
Buy flexible capacity –pay for what you use
Leverage the exponential growth of new technologies
Continually Use the latest ‘Best Practice’
Web is a fashion product (change your wardrobe regularly)
Build for your future customer
Our Philosophy - the next Generation eBusiness
Next Generation e-Business
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
Full flexibility – content & delivery
Reduced time for Project Delivery
Reduced Wasteage
Fast delivery of new Technologies
Greater control by the business
Reduced development & run costs
Replace Outdated, Obsolete systems
Leverage the exponential growth of new technologies
Through the benefits of Cloud delivery
Cloud Delivery
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011 © 2010 Capgemini - All rights reserved 18
This brings a number of challenges
SpeedFlexibility
AgilityBusiness user
ScalableEconomics
IntegrationMultiple vendors
Charges, ContractsIdentity Mgmt.Service Mgmt.Rogue buying
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
A technology framework for change
… a services integrators’ toolkit: many acting as one
Ecosystem and service operations model
…why procure when you can respond and enhance
Commercial model for continuous innovation
… lowering inhibitors to innovation. Elastic costs based on business metrics
The technology framework is the typical focus, but the other aspects of ‘Immediate’ was more complicated and time-consuming, and delivers more value
We’ve had to develop multiple components to assist with this
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
Capgemini Immediate Technology Framework integrates Cloud Services to act as one
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Customer Management
Service Integration
Personalisation and Interaction Content
Management Personalisation SearchCommon User Interface Service
Data Warehouse
Direct Marketing & Comms
Collaboration & User Generated
Content
Customertransactions
InterfaceAdapters
ReliableMessaging
Routing PublishSubscribe
File Transfer
Business Rules
Workflow
ExceptionMgmt
ProcessOrchestration
Master DataManagement
TranslationTransformation
Business Activity Mgmt
Identity Mgmt
DirectoryServices
SecurityInfrastruct
ID Mgmt
AccessMgmt
Auditing Services
EncryptionServices
Service Mgmt
EventMgmt
Reporting
Service Support
Service Continuity
Archiving
Semantic Data Mgmt
ETL
Trade Services
Partner Services
Customer Service
Information Services
CommonServices
Digital Media
Services
eCommerce Services
Credit Checking & Address
Validation
Configurable Pricing
Common Shopping Basket
& PaymentsAnti-fraud
Web analytics & optimisation
Throttling, Audit
Traffic Mngmnt
Problem & Incident
Social CRM
Customer Transaction Mgmt
Inbound marketing
or
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
Capgemini Immediate changes our role from Systems Integrator to Services Orchestrator
© 2010 Capgemini - All rights reserved 21
Moving from systems integrator to services orchestrator
Copyright © 2011 Capgemini. All rights reserved. Next Generation Cloud AdoptionAugust 2011
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