资源描述
Click to edit Master text styles,Second level,Third level,Fourth level,Title,ResultsoftheResearch-IBM,IBM-IBMGlobalServices(IGS),IBM Global Services,Network,Corporate Messaging,Workgroup,UniversalMessaging,Source:IBMCorporation(July1999),IBM-Overviewofmessagingandcollaborationservicesofferings,IBMWorkgroupServices,-,PartofanorganizationwithinIGSthatwasestablishedafterthesaleoftheAT&Tnetwork,MarketingcombinationofIGSandLotusDomino/Notes,Managedoperationsandhostingtechnologyfocusedonlargecustomers,Runningentiredatacenters,Buildingsystemsfromscratch,Deployment,installation,developmentandprofessionaltraining,HostingenvironmentsforInternet,intranetandextranetcollaborationandapplications.Applicationhosting,replicationservices,andmessagingservicesareincluded.Thebrowseriscentrictotheseimplementations.,Technicalsupportforhelpdesksisstandard,Managedofferingsincludedatanetworkservices,internetandintranetservices,electronictransactionservices,messagingandcollaborativeservices,networkoutsourcingservices,IBM- WorkgroupServices,Revenue,IGSservicesrevenuesfor yearendedDecember31, 1998were$29billion,(Source:IBM 10KReport),.,IGSHeadcount,116,000 serviceemployees worldwide(Dataquest estimate),WorkgroupServicesvalueofcontracts,Publishedone-offseat price:$36/month, $4000/month minimum,Targetcustomers:from 300to15,000seats,General approach,Startwith onedepartment or group,then movetoothergroups withintheenterprise.,Differentgroups fromIGS arebrought in anda projectteamiscreated,Many clientsare established Notes shops needingassistancewith rollout andapplicationdevelopment.,AnticipatedGrowth,IBMbelievesthe messagingandcollaborationspace(whichincludesapplications hosting, messaging,collaborationandKM) is growingat240 percent/year.Theyintend to match or exceedthat growth.,IBM- WorkgroupServices-Pricingstrategies andnewservicesdevelopment,When other divisionsofIGSare involved,theseatpriceissometimesincreased.Othertimes, theadditional services arepricedseparately.,Each timeacustomerasks forsomethingnew,themanagementteam of WorkgroupServicesdoes amarket segmentanalysistodetermine if it is somethingthat shouldbeaddedtotheportfolio of repeatablesolutions or services.The overallobjective is to standardize customsolutionssothatpricescan be loweredfor other customers.,Valuepricing is newtoIBM, andisthecauseofmuchinternaldebate.Seniormanagementisdriving adoption.,Pricing methodology:,Base it on the,“,“areasofpain”thatareaddressed forthecustomer,Determinewhatthevalueistothe customer of havingNotesorExchangeseatsrolledout quickly.,Streamline theprocess of determining whatmessaging serverscost,and howmany administrators areneeded,Provide scalingservicestocustomers,that is,help themdetermine whenresources needtobeaddedasasystemgrows,IBM- WorkgroupServices-Servicessalesand delivery,WorkgroupServicesdeliversthe entirepackage in terms of serviceinfrastructure.Generallytheyputeverythinginplace,havea conferencecall,outlinetheprocedure forusingtheapplicationand thecustomerisoffand running.Some end-user application supportisprovidedbypartners.,Occasionallycustomers asktorent aNotesadministratororhave directaccesstoone at an IBMService Center.Thisisacustombid,providedasneeded.,Notable WorkgroupServicespartners:,IntraLinks-indeliveryofanInternet-baseddocumentdistributionand transaction managementsystem forthesyndicatedloan market.,International ConsultingServices-a traditional AS/400BusinessPartner.Theyhave developedanapplicationcalledWorkfacefor small andmedium-sizedcompanies to facilitateOSHAreporting.,Today,approximately10-15percent of revenuecomesfromindirectsalesthrough partners.ThisisexpectedtogrowastheApplications ServiceProvider(ASP)market grows.The restissoldbyIBMaccountmanagersandexecutives.,IBM- NetfinityandExchange,IBMisagnosticintermsofthe messagingplatformthey willimplement.The choicebetween Notes andExchangeisdetermined by thecustomer.IGSisfullyrampedupand prepared to deliverbothNotesandExchangesolutions.Thereisavery large practice dedicatedtomanaged operationsfor Exchange.,Othercompaniesweinterviewed(Wangand Dell) havenot seenapush fromIBM onewayoranotherontheNetfinity issue.,Therespondentfrom WorkgroupServicesencounters three modelsformessaging services delivery:,Servicesaimedatenablingcustomerstodoitthemselves,Managed operations,NewservicesthroughASPs,Netfinityisviable andused in allofthosemodels.,IBM- IGSandLotus,Therelationship betweenIGS andLotusbeganwith theAT&T NetworkedNotesprogram.NetworkNotesevolved intothe Notes PublicNetwork strategy.IBM wasjust anotherNotesNetworkproviderintheearlydays.IBMdealtwith Lotus on thesame playingfieldasthe other PublicNetwork Providers.,WhileLotusandIBM werecompeting witheachother,theyknew theyhad to worktogethertovalidatethe marketplace.WorkgroupServicesisa survivingentityfromthat relationship.IBMistryingtoleveragelessonslearned,movingforward.,DominoInstantHost is strategic.WorkgroupServiceshasbeenworking withLotustodeveloprentableapplicationsbasedonInstantHost.ItcarriestheIBM Business ApplicationsCenterbrand.,IBM- IGS,Lotusand Services Delivery,IGSworkscloselywith Lotus as partofLotus, strategy to workwithlargeservicesproviders.,IGStargetstheenterprisesegment (globaltwo or three thousand)andhas astrongholdinthis space.Theconsultative sellisimportant.,Lotushastheirown consultinggroup, which delivers similarofferings to those provided by IGS.,TodaytheoverallshareofWorkgroupServicesbusinessinvolving Lotus wasratedbytheinterview respondentas,“,“medium,but growing,”,”.The respondentbelievesasLotusrealizeshow successfulIGS is in theWorkgroupServicesspace, theywillbecomeabiggerpartofthemix.,IBM- Dominovs.Exchange,Many of IGSs enterprisecustomers havemadebroad-sweepingNotesdecisions.Most of these customersarelookingforservicessolutions.Thisisnotthe managedoperationssituationwhereeightmonths is spent on rollingout 50,000seats.,Customers want aserviceunder whichthey can startdeploying seats,ona department-by-department basis.,IGSandLotus have determined that thosewhodonotstrategically plan for collaborationareusuallymore interestedina “standard”e-mailsolution. WorkgroupServices isoverwhelmedwith demandfrom Notesshops tomove tocollaboration and rentableapplicationsmodels.,Notes appears tobestrongest inbanking, finance, securities, manufacturingandprofessional services,in thatorder.,Therespondent seesa “huge”opportunityintheASPspace.Particularlythesmall and mid-tiercustomers, who are looking for aready-madesolution. The respondent believes wereback towhere we were in the late 80s,with disenfranchised groups, swat teamsandsub-departmentswhose bosses are telling them to find waysto get projectsmoving faster.,IBM-IGSandWorkgroup Services-Lookingforward,IBMbelievesa verysmall percentageofpeople are actuallyleveraging rentableapplications. However theybelieveit willgrowrapidly. Messagingwill continue to bestrategic in termsof IGScapabilitiesandexpertise in deliveringoutsourced,managedandcustomer-managed messagingsystemson bothNotes and Exchange platforms.,IBMbelievesmuch oftheASPmarketwillbecenteredontheWeb,with about60 percent of the marketmade upofsmall businesses.,IBMseesa needfora paradigm shift, sincemostcustomers willnotlikely stumble on ASP offeringson theirown. Vendors willhavetomarket verywell, and work on pointing eyesto the rightplaceson the Web.IBMisplanningmajor marketingcampaigns withthisgoal inmind, and is preparingforthemultitude ofnewdistribution channels thataregoing toappear.,
展开阅读全文