ResultsoftheResearch-IBM13971.pptx

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1、Results of the Research-IBMResults of the Research-IBMIBM-IBM Global Services(IGS)IBM-IBM Global Services(IGS)IBM Global ServicesIBM Global ServicesNetworkNetworkCorporate MessagingCorporate MessagingWorkgroupWorkgroupUniversal MessagingUniversal MessagingSource:IBM Corporation(July 1999)Source:IBM

2、Corporation(July 1999)IBM-Overview of messaging and collaboration IBM-Overview of messaging and collaboration services offeringsservices offeringsuuIBM Workgroup ServicesIBM Workgroup Services-uuPart of an organization within IGS that was established after the sale of the AT&T Part of an organizatio

3、n within IGS that was established after the sale of the AT&T networknetworkuuMarketing combination of IGS and Lotus Domino/NotesMarketing combination of IGS and Lotus Domino/NotesuuManaged operations and hosting technology focused on large customersManaged operations and hosting technology focused o

4、n large customersRunning entire data centersRunning entire data centersBuilding systems from scratchBuilding systems from scratchDeployment,installation,development and professional trainingDeployment,installation,development and professional traininguuHosting environments for Internet,intranet and

5、extranet collaboration and Hosting environments for Internet,intranet and extranet collaboration and applications.Application hosting,replication services,and messaging services are applications.Application hosting,replication services,and messaging services are included.The browser is centric to th

6、ese implementations.included.The browser is centric to these implementations.uuTechnical support for help desks is standardTechnical support for help desks is standarduuManaged offerings include data network services,internet and intranet services,Managed offerings include data network services,inte

7、rnet and intranet services,electronic transaction services,messaging and collaborative services,network electronic transaction services,messaging and collaborative services,network outsourcing servicesoutsourcing servicesIBM-Workgroup ServicesIBM-Workgroup ServicesuuRevenueRevenueuuIGS services reve

8、nues for year ended December 31,1998 were$29 billion IGS services revenues for year ended December 31,1998 were$29 billion(Source:IBM(Source:IBM 10K Report)10K Report).uuIGS HeadcountIGS Headcountuu116,000 service employees worldwide(Dataquest estimate)116,000 service employees worldwide(Dataquest e

9、stimate)uuWorkgroup Services value of contractsWorkgroup Services value of contractsuuPublished one-off seat price:$36/month,$4000/month minimumPublished one-off seat price:$36/month,$4000/month minimumuuTarget customers:from 300 to 15,000 seatsTarget customers:from 300 to 15,000 seatsuuGeneral appr

10、oachGeneral approachuuStart with one department or group,then move to other groups within the enterprise.Start with one department or group,then move to other groups within the enterprise.uuDifferent groups from IGS are brought in and a project team is createdDifferent groups from IGS are brought in

11、 and a project team is createduuMany clients are established Notes shops needing assistance with roll out and Many clients are established Notes shops needing assistance with roll out and application development.application development.uuAnticipated GrowthAnticipated GrowthuuIBM believes the messagi

12、ng and collaboration space(which includes applications IBM believes the messaging and collaboration space(which includes applications hosting,messaging,collaboration and KM)is growing at 240 percent/year.They hosting,messaging,collaboration and KM)is growing at 240 percent/year.They intend to match

13、or exceed that growth.intend to match or exceed that growth.IBM-Workgroup Services-Pricing strategies IBM-Workgroup Services-Pricing strategies and new services developmentand new services developmentuuWhen other divisions of IGS are involved,the seat price is sometimes When other divisions of IGS a

14、re involved,the seat price is sometimes increased.Other times,the additional services are priced separately.increased.Other times,the additional services are priced separately.uuEach time a customer asks for something new,the management team of Each time a customer asks for something new,the managem

15、ent team of Workgroup Services does a market segment analysis to determine if it is Workgroup Services does a market segment analysis to determine if it is something that should be added to the portfolio of repeatable solutions or something that should be added to the portfolio of repeatable solutio

16、ns or services.The overall objective is to standardize custom solutions so that services.The overall objective is to standardize custom solutions so that prices can be lowered for other customers.prices can be lowered for other customers.uuValue pricing is new to IBM,and is the cause of much interna

17、l debate.Senior Value pricing is new to IBM,and is the cause of much internal debate.Senior management is driving adoption.management is driving adoption.uuPricing methodology:Pricing methodology:uuBase it on the“areas of pain”that are addressed for the customerBase it on the“areas of pain”that are

18、addressed for the customeruuDetermine what the value is to the customer of having Notes or Exchange seats rolled Determine what the value is to the customer of having Notes or Exchange seats rolled out quickly.out quickly.uuStreamline the process of determining what messaging servers cost,and how ma

19、ny Streamline the process of determining what messaging servers cost,and how many administrators are neededadministrators are neededuuProvide scaling services to customers,that is,help them determine when resources Provide scaling services to customers,that is,help them determine when resources need

20、 to be added as a system growsneed to be added as a system growsIBM-Workgroup Services-Services sales and IBM-Workgroup Services-Services sales and deliverydeliveryuuWorkgroup Services delivers the entire package in terms of service Workgroup Services delivers the entire package in terms of service

21、infrastructure.Generally they put everything in place,have a conference call,infrastructure.Generally they put everything in place,have a conference call,outline the procedure for using the application and the customer is off and outline the procedure for using the application and the customer is of

22、f and running.Some end-user application support is provided by partners.running.Some end-user application support is provided by partners.uuOccasionally customers ask to rent a Notes administrator or have direct Occasionally customers ask to rent a Notes administrator or have direct access to one at

23、 an IBM Service Center.This is a custom bid,provided as access to one at an IBM Service Center.This is a custom bid,provided as needed.needed.uuNotable Workgroup Services partners:Notable Workgroup Services partners:uuIntraLinks-in delivery of an Internet-based document distribution and transaction

24、IntraLinks-in delivery of an Internet-based document distribution and transaction management system for the syndicated loan market.management system for the syndicated loan market.uuInternational Consulting Services-a traditional AS/400 Business Partner.They have International Consulting Services-a

25、traditional AS/400 Business Partner.They have developed an application called Workface for small and medium-sized companies to developed an application called Workface for small and medium-sized companies to facilitate OSHA reporting.facilitate OSHA reporting.uuToday,approximately 10-15 percent of r

26、evenue comes from indirect sales Today,approximately 10-15 percent of revenue comes from indirect sales through partners.This is expected to grow as the Applications Service through partners.This is expected to grow as the Applications Service Provider(ASP)market grows.The rest is sold by IBM accoun

27、t managers and Provider(ASP)market grows.The rest is sold by IBM account managers and executives.executives.IBM-Netfinity and ExchangeIBM-Netfinity and ExchangeuuIBM is agnostic in terms of the messaging platform they will implement.The IBM is agnostic in terms of the messaging platform they will im

28、plement.The choice between Notes and Exchange is determined by the customer.IGS is choice between Notes and Exchange is determined by the customer.IGS is fully ramped up and prepared to deliver both Notes and Exchange solutions.fully ramped up and prepared to deliver both Notes and Exchange solution

29、s.There is a very large practice dedicated to managed operations for Exchange.There is a very large practice dedicated to managed operations for Exchange.uuOther companies we interviewed(Wang and Dell)have not seen a push from Other companies we interviewed(Wang and Dell)have not seen a push from IB

30、M one way or another on the Netfinity issue.IBM one way or another on the Netfinity issue.uuThe respondent from Workgroup Services encounters three models for The respondent from Workgroup Services encounters three models for messaging services delivery:messaging services delivery:uuServices aimed a

31、t enabling customers to do it themselvesServices aimed at enabling customers to do it themselvesuuManaged operationsManaged operationsuuNew services through ASPs New services through ASPs uuNetfinity is viable and used in all of those models.Netfinity is viable and used in all of those models.IBM-IG

32、S and LotusIBM-IGS and LotusuuThe relationship between IGS and Lotus began with the AT&T The relationship between IGS and Lotus began with the AT&T Networked Notes program.Network Notes evolved into the Networked Notes program.Network Notes evolved into the Notes Public Network strategy.IBM was just

33、 another Notes Notes Public Network strategy.IBM was just another Notes Network provider in the early days.IBM dealt with Lotus on Network provider in the early days.IBM dealt with Lotus on the same playing field as the other Public Network Providers.the same playing field as the other Public Networ

34、k Providers.uuWhile Lotus and IBM were competing with each other,they While Lotus and IBM were competing with each other,they knew they had to work together to validate the market place.knew they had to work together to validate the market place.Workgroup Services is a surviving entity from that Wor

35、kgroup Services is a surviving entity from that relationship.IBM is trying to leverage lessons learned,moving relationship.IBM is trying to leverage lessons learned,moving forward.forward.uuDomino Instant Host is strategic.Workgroup Services has Domino Instant Host is strategic.Workgroup Services ha

36、s been working with Lotus to develop rentable applications been working with Lotus to develop rentable applications based on Instant Host.It carries the IBM Business based on Instant Host.It carries the IBM Business Applications Center brand.Applications Center brand.IBM-IGS,Lotus and Services Deliv

37、eryIBM-IGS,Lotus and Services DeliveryuuIGS works closely with Lotus as part of Lotus strategy to work IGS works closely with Lotus as part of Lotus strategy to work with large services providers.with large services providers.uuIGS targets the enterprise segment(global two or three IGS targets the e

38、nterprise segment(global two or three thousand)and has a stronghold in this space.The consultative thousand)and has a stronghold in this space.The consultative sell is important.sell is important.uuLotus has their own consulting group,which delivers similar Lotus has their own consulting group,which

39、 delivers similar offerings to those provided by IGS.offerings to those provided by IGS.uuToday the overall share of Workgroup Services business Today the overall share of Workgroup Services business involving Lotus was rated by the interview respondent as involving Lotus was rated by the interview

40、respondent as“medium,but growing”.The respondent believes as Lotus“medium,but growing”.The respondent believes as Lotus realizes how successful IGS is in the Workgroup Services realizes how successful IGS is in the Workgroup Services space,they will become a bigger part of the mix.space,they will be

41、come a bigger part of the mix.IBM-Domino vs.ExchangeIBM-Domino vs.ExchangeuuMany of IGSs enterprise customers have made broad-sweeping Notes Many of IGSs enterprise customers have made broad-sweeping Notes decisions.Most of these customers are looking for services solutions.This is decisions.Most of

42、 these customers are looking for services solutions.This is not the managed operations situation where eight months is spent on rolling not the managed operations situation where eight months is spent on rolling out 50,000 seats.out 50,000 seats.uuCustomers want a service under which they can start

43、deploying seats,on a Customers want a service under which they can start deploying seats,on a department-by-department basis.department-by-department basis.uuIGS and Lotus have determined that those who do not strategically plan for IGS and Lotus have determined that those who do not strategically p

44、lan for collaboration are usually more interested in a“standard”e-mail solution.collaboration are usually more interested in a“standard”e-mail solution.Workgroup Services is overwhelmed with demand from Notes shops to move Workgroup Services is overwhelmed with demand from Notes shops to move to col

45、laboration and rentable applications models.to collaboration and rentable applications models.uuNotes appears to be strongest in banking,finance,securities,manufacturing Notes appears to be strongest in banking,finance,securities,manufacturing and professional services,in that order.and professional

46、 services,in that order.uuThe respondent sees a“huge”opportunity in the ASP space.Particularly the The respondent sees a“huge”opportunity in the ASP space.Particularly the small and mid-tier customers,who are looking for a ready-made solution.The small and mid-tier customers,who are looking for a re

47、ady-made solution.The respondent believes were back to where we were in the late 80s,with respondent believes were back to where we were in the late 80s,with disenfranchised groups,swat teams and sub-departments whose bosses are disenfranchised groups,swat teams and sub-departments whose bosses are

48、telling them to find ways to get projects moving faster.telling them to find ways to get projects moving faster.IBM-IGS and Workgroup Services-Looking IBM-IGS and Workgroup Services-Looking forwardforwarduuIBM believes a very small percentage of people are actually IBM believes a very small percenta

49、ge of people are actually leveraging rentable applications.However they believe it will grow leveraging rentable applications.However they believe it will grow rapidly.Messaging will continue to be strategic in terms of IGS rapidly.Messaging will continue to be strategic in terms of IGS capabilities

50、 and expertise in delivering outsourced,managed and capabilities and expertise in delivering outsourced,managed and customer-managed messaging systems on both Notes and Exchange customer-managed messaging systems on both Notes and Exchange platforms.platforms.uuIBM believes much of the ASP market wi