2 Unisys Disruptive IT Trends for 2012 Key disruptive trends are creating new opportunities for IT to deliver business value anda step-change in productivity via new styles of interaction, automation & service deliveryCloud ComputingCloud computing is an on-demand, pay-per-use, flexible and scalable model for service delivery over the Internet covering the entire IT stack from platforms to infrastructure to applicationsConsumerization of IT / MobilityThe Consumerization of IT and mobile computing are underpinning the next significant increase in end-user productivity, and are driving the need for a new generation of IT support modelsCyberSecurityCyberSecurity involves the security of IT systems within the enterprise and the broader digital networks upon which they rely – including cyber space itself and critical infrastructuresDrive New Business Opportunities& Control IT CostsSocial ComputingSocial computing is creating a web of people who interact with applications, data and each other real time, changing the nature of how we think about and build enterprise applications in the futureIT AppliancesAppliances are a packaged combination of hardware and software, offering a faster and easier deployment compared to buying, installing and configuring the components separatelyBig Data / Smart ComputingBig Data and Smart Computing relate to the use of huge volumes of data flooding into the enterprise and opportunity to identity patterns and derive real-time business insights for competitive advantage
3 The Impact of these Disruptive Trends is Wide Ranging Organizational ImpactPrivate Cloud Implementations are driving greater agility, while addressing security & data concernsSoftware as a Service applications are growing rapidly in reaction to high maintenance/deployment costsHow to manage the diverse influx of consumer-purchased devicesHow to gain control using mobile device management and securityApplication mobile enablement is where real value can be unlockedUse of social computing to drive enterprise-wide collaborationSocial enablement of enterprise applications & processes to drive customer & constituent collaborationDisruptive TrendOrganizational ImpactMobile, social, and cloud computing are creating new security complicationsConsolidation of security systems such as access control & surveillance for simplicity and cost controlIncreased Criminalization of cyberspace heightening need for robust CyberSecurityGrowing data volumes are driving up storage costs creating the need for storage rationalizationIn-Process analytics enable real time leverage of high volume data streams.Organizations are embracing an onslaught of new customer and process dataAppliances attractive for “plug and play” simplicity, but mature and less disruptiveGrowth in highly-specialized information appliances for high-performance analyticsThe Disruptive Trends continue to be top-of-mind with CIOs and decision makers – and continue to see high growth-rates and innovation within the IT marketplace
4 Consumerization of IT / Mobile Computing Enterprise Significance & 2012 Predictions The “Consumerization of IT” is continuing to accelerate within corporate IT environments, as new generations of powerful mobile devices proliferate…Enterprise Significance2012 PredictionsThe opportunity? Exploiting the full potential of mobile devices and applications for anywhere, anytime worker productivity, customer value, and process improvementMobile ComputingIT organizations will develop new applications and reengineer business processes as they look to connect with clients and improve employee productivity.Organizations will make greater use of mobile device and application management tools to better manage, secure, maintain, and deploy mobile devices and applications.
5 Mobility as the New Desktop The Emerging Computing Platform for Growth The primary business drivers for Mobile Computing relate to improving employee productivity, driving customer value by enhancing the customer experience and delivering new products and services, and streamlining business processesThe key business drivers are:Employee Productivity: Mobile computing boosts worker productivity through anytime/anywhere access to corporate resources, information and business processesDriving Customer Value: Organizations are discovering new ways of generating customer value and competitive advantage with mobile services as the delivery channel or even as an integral part of the product or serviceBusiness Process Improvement: Mobile devices are significantly improving and streamlining existing business processes and helping to innovate entirely new onesWhy Now?Consumerization of IT is driving additional opportunities for the business as consumers and employees adopt mobile computing as their preferred method of information access and bring their own high-end devices to workMobility is fast becoming the new technology platform for growth and innovation - changing the way we access and consume information, communicate, and conduct business transactions
6 Mobile is the New Desktop An explosion of new devices is rapidly engulfing the market As mobile becomes “the new desktop”, the challenges include how to enhance mission-critical applications and how to secure and manage an ever-growing array of devices and applicationsIDC Black Book Q2 2011Key ObservationsSmart-phones, Tablets, and imminent “Flexible” computing platforms are increasing the pace of change at the end-point.The environment is diverse, and will become more diverse in the coming years..Newer devices more often serve as dual purpose “personal” and “workplace” devices than traditional laptops and PCs.Diversity in operating environments and form factors will continue, putting pressure on the burgeoning mobile applications market.Integrated Mobile Device Management is complicated by a lack of standards.
7 Top 10 Mobile Technologies to watch Mobile Technology Trends Mobile technologies are expanding user interface innovationEmerging mobile technologies such as context-awareness and mobile payments continue to introduce rich and innovative new services delivering a competitive edge for early adoptersKey ObservationsTop 10 Mobile Technologies to watchin 2012Location Based ServicesContext-Aware ServicesMobile Social NetworkingObject RecognitionMobile SearchMobile Instant messagingMobile CommerceMobileMobile PaymentMobile VideoMobility continues to be a key platform for business growth and innovation…Location Based Services allows field operations to be enhanced with geographical data,Uniquely mobile functions, such as the ability to "check in" to a store for alerts, or add items to a shopping cart simply by taking a photo or scanning a barcode enhances retail experience,Near Field Communication (NFC) streamlines payment processing for financial applications,Context-aware applications provide personalized and targeted end-user experience across the board,New sensors and processing capability recognize the user's surroundings, allowing innovative business applicationsThis slide will present the Gartner top ten mobility technologies (see left) and 3-5 Unisys “implications” for enterprise customers (i.e. which are significant and why?)Plus, we will cover some highlights related to mobile device and application managemente.g. growth in mobile apps in enterprise and pressing need for app stores etc.(½ slide on the top ten mobile technologies for 2012 & implications…and then ½ slide on the mdm/app mgmt aspects)Source: Gartner
8 Unisys Consumerization of IT Research Key 2011 Findings and Implications for 2012 Our second annual global survey in conjunction with IDC found that enterprises are falling further behind employee usage of Consumer Technologies in the WorkplaceUsage of consumer technologies increasing among employees; IT executives see value, but are hampered by security concerns, support issues, and a growing workload…IT executives recognize the CoIT trend is real and inevitable40% of devices used to access applications are personally owned (up 10% from last year)iWorkers are using smart mobile devices at twice the rate IT executives believe is the caseYet IT departments are not taking proactive steps to ready their organizations to serve needs of mobile customers:Only 6% of IT decision-makers have modernized customer-facing apps to work with mobile devicesIT respondents doing less than they did in 2010 to secure mobile devicesConstrained resources a barrier: 80% of IT respondents say department workload is increasing due to consumerization
9 Recent findings from Unisys Briefings Ten Key Observations stand out in Client Conversations After briefing over 40 organizations across a number of industries on the findings of the Consumerization of IT Research, Unisys has arrived at a set of ten key observationsKey Client ObservationsClient InitiativesMoved past last years “lock it out” responseMore open to BYOT approachesOngoing business procurement outside of ITDeveloping mobile app business case is keySecurity remains primary concernInterest in cloud solutions to regain app controlIT policies need to be strengthenedFew have moved past basic mobile appsCost and skills a barrier to app modernizationCustomer apps prioritized over employee appsOur global clients are keenly interested in services that can help them …Determine mobileapplication opportunityareas and implement viamobile development& modernization services(#4, 8, 9 & 10)Implement a consistentapproach to devicemanagement & securityacross the enterprise(#1, 2, 3, 5, 6 & 7)
10 Market Trends & Business Implications Mobile Computing Trends Coming to the Forefront in 2012 Once organizations implement their secure mobility infrastructure, they will start mobile-enabling their internal and customer-facing business applications and close the “Consumerization Gap”2012 Focus AreasKey ConsiderationsChallenge/OpportunityBusiness Process RedesignRethinking Processes in a Mobile Context – Going beyond mobile-enabling existing business processes and designing new ones to innovate service delivery.$7.6B IT spending on reinventing business processes and systems byHow and where to mobile-enable business applications - and re-design processesApplication Mobile EnablementMobile-Enabling Enterprise Applications – Organizations will need to implement a strategic approach for application mobile enablement.$5.6B IT spending on mobile application development byHow to choose the optimal approach for mobile-enablementComprehensive Device & Application ManagementManaging Mobile Application Portfolios - App Stores will be adopted to manage corporate-approved, custom-built mobile applications.20% of enterprise employees will use tablets instead of laptops within 2 years 3How to maintain and update increasing numbers of mobile appsSecure Multi-Device Access to ApplicationsSecuring Mobile Access - Organizations will need to provide secure mobile access to complex enterprise applications across multiple devices.83% cited security concerns about mobile devices 4How to securely access applications on multiple devices – leveraging existing investmentsIDC, “Worldwide Mobile Enterprise Application Platform (MEAP) 2011–2015 Forecast“ September, 2011IDC, “Worldwide and U.S. Mobile Applications, Storefronts, and Developer 2010–2014 Forecast and Year-End 2010 Vendor Shares.”, June 2011Gartner, "Top 10 Strategic Technologies for 2012”, October, 20111 & 2. Forrester, 3.Gartner, 4. Unisys/IDC
11 Mobile Device & Application Management Unisys Perspective & Recommendations Strategic Recommendations for Mobile ComputingKey focus areas should include secure application management as well as device management and mobile-enablement of internal and customer-facing business applications and processesAs part of internal and customer-facing mobile-enablement initiatives, review business processes to uncover process re- design opportunities in a new, mobile contextConsider application mobile enablement to unlock the potential of your enterprise applications – extending functionality and preserving investmentsEvaluate mobile application management solutions to maintain an exploding number of mobile applications - and enterprise app stores to deploy your mobile applicationsIn concert with mobile device management, ensure mobile users, applications and data are appropriately secured with techniques such as multi-factor authenticationBusinessProcess RedesignApplication MobileEnablementMobile Device & Application ManagementMobile SecurityEffectively securing and managing mobile devices early on paves the way for organizations to gain competitive advantage by innovating new mobile-enabled services ahead of their competition
12 Unisys Mobile Computing Solutions Portfolio The four core areas you need to address Unisys SolutionsBusinessProcess RedesignInnovation Workshops, strategy, and assessments targeting mobility opportunities across the businessMobility Assessment ServicesApplication MobileEnablementMobile application development and mobile enablement – including modernization of legacy applicationsMobility Application ServicesMobile Device & Application ManagementMobile device and application management to support and manage diverse end points & applicationsMobile Device ManagementMobile SecurityMobile device biometrics and identity lifecycle managementMobility User AuthenticationCustomers Get:An integrated set of services from advisory to application mobile-enablement, device security, support and management ……Providing enterprise-grade secure mobility solutions to modernize mission-critical applications
13 CyberSecurity Enterprise Significance & 2012 Predictions CyberSecurity is the protection of information systems and their dependency on digital networks from exploitation of vulnerabilities in cyber spaceEnterprise Significance2012 PredictionsCyberSecuritySecuring against all threats and vulnerability – including cybercrime, cloud, mobile and social computing - is vital for future growth, innovation and competitive advantageOrganizations will implement predictive security operations, consisting of dedicated analysts and advanced data analytics software, to identify threats.Greater integration of security technologies such as intrusion detection, malware detection, and data loss prevention will improve security operational models.
14 Business Drivers & Challenges Addressing CyberSecurity in Today’s Network-Centric Society Increasing levels of cyber-crime and regulatory and compliance requirements, and an explosion in use of “edge” devices and applications as a result of the Consumerization of IT have created an unparalleled need for robust security solutions …The key business drivers are:Increasing sophistication, frequency and scale of Cybercrime: Both public and private sectors need to scale up there levels of protection across their operationsCloud computing: CyberSecurity must now be addressed across this full, integrated environment where applications and data may be highly virtualizedRise of mobile devices and applications: The Consumerization of IT effect means that there are a broader array of end user or consumer devices in useLeakage of sensitive data: Protecting sensitive data no matter where it residesIncreasing regulatory environment: Dealing with the expected impact of new security legislation applicable to the protection of critical infrastructure and resourcesWhile these are not the only drivers, they are of a magnitude that is requiring serious attention to compete in the CyberSecurity “arms-race” by managing risk and protecting assets
15 Organizations are Waking Up to a New Reality Perceived threat negatively impacts consumer behavior What issues drive security as a concern for consumers?War or TerrorismA Serious Health EpidemicCredit Card FraudFinancial ObligationsComputer VirusesShopping/Banking OnlineIdentity TheftPersonal SafetyNationalFinancialInternetPersonal67% are extremely or very concerned about national security70% seriously concerned about identity theft66% seriously concerned about credit / debit card fraud49% seriously concerned about meeting financial obligations51% are seriously concerned about online transaction securityUNISYS SECURITY INDEX - OVERALL SUMMARY FROM 1H 2011NotConcernedExtremely Concerned30015075225164Study Details: Consists of native-language surveys of 11,603 adults across twelve countries -- Australia, Belgium, Brazil, Colombia, Germany, Hong Kong, Mexico, the Netherlands, New Zealand, Spain, the United Kingdom and the United States -- conducted Q1’2011.An independent monitor of concerns towards FOUR aspects of security. Provides an overall rating /300Detailed Study Info:What: A global study gauging the attitudes of consumers on a wide range of security- related issues. Launched globally in October 2007 (2006 in APAC) and conducted bi- annually, the Index provides a regular, statistically robust measure of concerns about four areas of security - National, Financial, Internet and Personal security. Two supplemental questions provide data on related issues: one is country/region specific and one intended to provide a global comparison.Study Details: Consists of native-language surveys of 11,603 adults across twelve countries -- Australia, Belgium, Brazil, Colombia, Germany, Hong Kong, Mexico, the Netherlands, New Zealand, Spain, the United Kingdom and the United States -- conducted Q1’2011.Results: The global Index stands at 147/300. There has been significant growth in the public’s perception of threats, encompassing both virtual and physical areas of concern. The Index has increased in 7 countries and is at its highest level in U.S., UK and New Zealand.Bankcard fraud is the greatest single area of concernHighest levels since start in US, UK and NZHighest country index was Colombia at 186/300 (1st time included) and the lowest was the Netherlands at 64.Air Cargo seen as ‘extremely’ or ‘very’ vulnerable to a terrorist attack by 56% of all respondents globally54% of Mexican citizens polled use mobile phones to pay bills or transfer money and 68% of Mexican citizens would switch banks for an easier / more reliable transaction processLaunch Status: Press releases in development and approval process.Fielding 2/10/11-3/22/11Country & global press release launches 5/4/11 & 5/18/11
16 Challenge/Opportunity Market Trends & Business Implications CyberSecurity Trends Coming to the Forefront in 2012Recent CyberSecurity trends include increasing threat vectors related to social, mobile and cloud computing, together with an increasing regulatory environment around Cyber “rules of the road”2012 Focus AreasKey ConsiderationsChallenge/OpportunityIncreasing Levels of CybercrimeA more menacing threat landscape emerging - Organizations struggling to keep pace with the changing nature of attacksCybercrime now costs companies average of $6M per year in terms of remediating successful data breeches 1How to raise protection levels against cyber-crime while reducing or maintaining costsMobile, Social & Cloud SecurityWidening “Consumerization Gap” - Enterprises doing less than last year to secure mobile devicesPublished social media guidelines (46% vs. 60%), Single Sign-On (52% vs. 73%), 83% cite security concerns 2How to secure the “borderless” enterprise across the Disruptive TrendsIncreasing Data Sharing RequirementsCorporate “sharing” of threat & risk information - Regulated data sharing on cyber-security breeches with government agenciesLast year saw activity from agencies including the FTC, Department of Education, Office of Inspector General and the Security Exchange Commission 3How to ensure regulatory compliance and employ best practices for data sharingSecurity Systems ConsolidationStrong interest in consolidation of security systems - Such as access control and video surveillance for cost savings and standardizationHow to maximize cost savings through consolidation and virtualization1. Ponemon Institute , 2. Unisys/IDC Consumerization Study, 3 – DataPrivacyMonitor.com
17 Unisys Perspective & Recommendations Strategic Recommendations for CyberSecurity The strategy for prevention, detection and reaction to risk should be a holistic approach and be built upon the concept of a common operating picture and situational awareness across all frontsEstablish a logical holistic framework for CyberSecurity: Take a comprehensive approach as the challenge is far broader than simply addressing one issueManage User Identities and entitlements in a comprehensive, integrated approach: Adopt a centralized approach that integrates user access with device securityTake a coordinated approach to Sensitive Data Protection: Consider secure document access, data encryption / masking, digital rights management, as well as cloud and social networks where sensitive data can be particularly at-riskIncorporate CyberSecurity enhancements as an integral part of Application Modernization: As mission-critical applications are modernized in areas such as cloud- and mobile-enablement, review and upgrade security levelsTake advantage of built-in capabilities of today’s devices to provide advanced authentication: Biometric techniques via voice, signature and facial recognition can be used for strong authentication as opposed to add-on hardwareIdentity & Access ManagementSensitive Data ProtectionApplication Security ModernizationSecure Infrastructure EngineeringFor organizations getting the CyberSecurity posture right across all its elements will be vital for future growth, innovation and competitive advantage
18 Unisys CyberSecurity Approach We approach CyberSecurity in 8 domains covering users, data, applications, infrastructure and assets together with governance, situational awareness, and security operations…The challenge is broader than one issue such as securing mobile devices or the cloud…Logical framework supports Cyber strategies and specific plans tailored to each domainHolistic approach helps move from point solutions to enterprise security intelligencePredictive security operations with advanced analytics identifies threatsUnisys logical framework for CyberSecurityOur framework addresses key CyberSecurity issues related to disruptive trends (such as cloud, mobile, and social computing), sensitive data protection, and regulatory requirements
19 Unisys CyberSecurity Solutions Portfolio Comprehensive set of solutions addressing all components of the CyberSecurity framework …Cyber Situational AwarenessSecurity Advisory ServicesCyberSecurity Operations CenterSecurity Infrastructure EngineeringIdentity & Access ManagementRisk AdvisoryComplianceApplication AdvisorySecurity Monitoring, Awareness & ReportingIntegration ServicesReadinessRespondRecoverInfrastructure ArchitectureData ProtectionSecure CloudStealth SolutionCentral Management of Digital User IdentitiesOur solutions assist our clients to protect data, networks, assets, and personnel from cyber threats, comply with regulations, ensure business continuity and maximize enterprise resilience
20 Cloud Computing Enterprise Significance & 2012 Predictions Organizations are ready to exploit the benefits of the cloud in the context of their data center operations for mission-critical workloadsEnterprise Significance2012 PredictionsThe benefit? Tangible IT agility gains to support the business with a more flexible and efficient cost modelCloud ComputingPrivate cloud implementations will accelerate as enterprises seek improved agility and cost savings while maintaining security of an on-premise infrastructureUse of software-as-a-service for and collaboration will accelerate to reduce costs and simplify operationsOrganizations will assess their applications portfolio to take greater advantage of cloud computing opportunities
21 Key Issues Driving Cloud Adoption Data Centers are pressured to Reduce Costs & Increase Service Data Center ChallengesBusiness Benefits of the Cloud ModelReducing CostsManaging rising costs within data centersDriving infrastructure and/or data center consolidationReducing upfront capital costs and maintenance of older infrastructureImproving ServiceSpeeding time-to-market for new servicesAligning IT services and costs with business demand and usageImproving service quality and customer satisfaction via automationCompanies can expand network capacity and run applications directly on a vendor's networkLower budgetary requirements allow smaller companies or agencies to innovate new IT-enabled servicesBurden of developing and maintaining expertise is transferred to the service providerPay-per-use basis helps transform the way IT departments create and deploy customized applicationsCloud Computing models provide the opportunity to increase service levels while simultaneously reducing overall cost and/or upfront capital expense
22 The Data Center will Grow Increasingly Diverse Public and Private clouds will each have their place IDC Cloud Computing SurveyKey ObservationsContinued adoption of Cloud technologies will result in a more diversified “Hybrid” infrastructure environmentTraditional dedicated and outsourced infrastructure will remain a part of the overall IT landscape.A common management view will be required to keep these models efficiently managed and optimized.Accelerating the transition will require us to build clouds that match or exceed existing application SLAs for performance, security, and reliability.
23 But Barriers to Adoption still Exist… So correctly engineering your cloud is critical to success IDC Cloud Computing SurveySuccess CriteriaCloud benefits are clearly recognized, but….Cloud infrastructures need to demonstrate proven RAS characteristicsIn today’s world, most applications expect to operate with Mission Critical SLAsCosts in the Public Cloud environment remain a concern.And most importantly, accountability for applications (Performance, RAS) in the cloud remains an IT responsibility.
24 Challenge/Opportunity Market Trends & Business Implications Cloud Computing Trends Coming to the Forefront in 2012Rapidly increasing adoption of cloud services and technologies are changing the nature of Data Center infrastructure, governance and economics – reducing costs and increasing flexibility2012 Focus AreasKey ConsiderationsChallenge/OpportunityUse of SaaS beyond “Cloud Basics”Exploring more strategic SaaS solutions – Organizations are more broadly adopting SaaS in vertical industry functions and IT managementSaaS will account for 26% of the total packaged software market inHow and where to adopt SaaS beyond and collaboration basics.Private Clouds raising importance of VirtualizationVirtualization as foundation for Private Cloud - Private cloud success relies on upfront virtualization & storage rationalization80% of enterprises reported that consolidation and broad use of server virtualization were high or critical priorities 2How to prepare for hybrid cloud through virtualization and private cloud initiatives.Preparing for management of Hybrid Cloud EnvironmentsPlanning for Hybrid deployment models – In the Data Center of the Future, boundaries will blur between cloud & existing systems61% of organizations report that hybrid cloud will be part of their strategy 3How to manage assets in an integrated way - regardless of deployment model.1. Forrester , 2. Forrester , 3. FutureCloudComputing.net
25 Single Management View The Unisys Hybrid Enterprise Strategy A holistic approach to leveraging Cloud Computing technologies across the enterpriseApplicationsData CentersManagementSingle Management ViewTraditionalOutsourced DataCentersCloudHostedPrivateCloudsInternalPublicDataAchieving efficiency across applications requires a variety of infrastructure approaches and a consistent management modelA holistic approach requires us to examine all three tiers of the IT estateA robust Cloud model must take into account that “Virtual Datacenters” will be a mix of traditional IT models and cloud modelsExtracting maximum value from cloud technology requires us to look at not just data center impacts, but also applications & IT management considerations25
26 The Unisys Hybrid Enterprise Vision Borderless, Virtual, Automated, Visible and SecureFinancial ManagementService ManagementPolicy & GovernanceWorkloadNETWORKWorkloadNETWORKWorkloadNETWORKStatic & Dynamic Workload Allocation to Optimal InfrastructureInternal DataCentersInternalPrivateCloudsHostedPrivateCloudsPublicCloudsOutsourcedDataCentersReduced, Optimized Data Center Footprint“Single Pane of Glass” Management for both Cloud & Non-CloudIntegrated Enterprise Management EnvironmentSecurity & RiskMonitoring & Event ManagementKey AttributesApplicationsWorkloads are balanced automatically and run on the most suitable infrastructureWorkload attributes are tracked to maintain optimal performance through applications and infrastructure changesData CentersCloud architectures reduce the need for excess data center capacityAutomation and self provisioning improve services and reduce labor costsPolicy Management ensures controls, performance and cost are balancedManagementOne integrated IT management environment provides a comprehensive view across all infrastructureSelf-service interfaces and proactive security mechanisms allow for rapid change to both onsite and cloud resources to optimize cost, compliance, security and performance.
27 Our Cloud Portfolio is Comprehensive We differentiate based on our Mission Critical capabilities Cloud Managed ServicesCloud Professional ServicesCloud Management SoftwareCloudBuild methodologyCloudHostedPrivateCloudsVirtualDesktopIaaSPaaSManagementFinancialArchitectureSecurityStorageNetworkITIL/ITSMSupport ServicesOur Unisys Cloud is a semipublic cloud offering delivering IaaS and PaaS for our ITO customer base.Virtual Desktop Infrastructure offers innovative solutions to ITO customers to lower their cost of operations.CloudBuild is differentiated by its comprehensive approach.Fully-featured cloud operations approach addressing all eight aspects required to integrate cloud inside a data center.Pre-integrated, private cloud solution transforms operations into an agile, efficient and automated infrastructure.Modular design allows clients to integrate automated, self- service capabilities.Keeping pace in the evolving cloud market requires ongoing innovation to drive differentiation. Our focus is to ensure our cloud offerings support our client’s mission-critical IT requirements.
28 Social Computing Enterprise Significance & 2012 Predictions Beyond digital marketing, social computing is an important strategic platform for increasing workplace collaboration and knowledge managementEnterprise Significance2012 PredictionsSocial computing is a strategic platform for modernizing enterprise applications to connect collaboration with business processes.The benefit? Tangible productivity gains and customer valueSocial ComputingOrganizations will socially enable client-facing channels and contact points to gain greater connection to consumers, improve service and client loyaltySocial technologies will be integrated into the fabric of applications in customer relationship management, case management, and exception handling
29 The New Socially-Connected Enterprise The Emerging Enterprise Social Layer Moving beyond hierarchical and formal connections, companies are re-wiring their organizations not only to create an empowered, dynamic, and networked workforce, but also to more deeply engage with their customers …The key business drivers are:Consumerization of IT: Consumers and citizens are identifying with the Social Computing paradigm as their preferred method of communicationKnowledge & Collaboration: Organizations are seeking to establish new and highly effective human connections across their geographically dispersed and mobile workforceCustomer Engagement: Customers are demanding more personalized, interactive and transparent engagement, overt participation, and better service and supportEnabling Enterprise Applications: Organizations are optimizing business processes and transactions and modernizing their applications to meet new workforce demandsPervasive Social Computing is creating a new “Enterprise Social Layer”: Redefining how we collaborate with colleagues, prospective and existing customers, and business partners
30 Social Computing Trends An emerging facet of modern application design and delivery As social computing is changing the realm of possibilities for business interactions, it is also changing the nature of how developers design and deliver enterprise softwareGartner Application Development AgendaKey ObservationsSocially driven processes are disrupting traditional approaches to businessSocial techniques and tools allow people to connect and interact with unprecedented speed and ease as business gets socialWithin IT, social computing is becoming a key part of the application development agendaEnterprise applications are tapping into social computing techniques to deliver a new paradigm for collaborationFuture applications and services will be built upon innovative combinations of cloud, mobile and social technologies, and will become ever more difficult to maintain as platforms continue to shift
31 Challenge/Opportunity Market Trends & Business Implications Social Computing Trends Coming to the Forefront in 2012Advances in social computing technology are changing the fabric of communication and information sharing with employees, customers and partners – creating a new wave of corporate productivity2012 Focus AreasKey ConsiderationsChallenge/OpportunitySocial enablement of enterpriseapplications& processesEmbedding into Enterprise Applications & Processes – Social platforms increasingly integrated with enterprise applications.Today 59% of organizations are planning or implementing enterprise social platforms 1How to social-enable applications to improve processes and streamline efficienciesUse of socialcomputing to driveenterprise-wideCollaborationWorker Productivity & Knowledge Management – Rapidly becoming a new paradigm for collaboration due to increasingly mobile workforceIn North America, remote and mobile work is becoming the norm as two-thirds of the workforce works remotely 2How to deploy enterprise-wide for enhanced productivity and innovationEnrichedcustomer engagement through social channelsCollaborative Customer Engagement and Participation – Use of social computing to enable overt customer participation and ownershipSocial CRM is the hottest trend in CRM which is growing at over 50% annually. 3How to engage customers across sales and service channels1 – Forrester, 2 – Gartner, 3 - GartnerOrganizations are making social networks part of their application fabric by integrating them with their internal business processes, transactional systems and information repositories
32 Unisys Perspective & Recommendations Strategic Recommendations for Social Computing Our set of strategic recommendations help clients progress along the continuum of social computing scenarios in a measured approach with increasing levels of business impactGo beyond digital marketing and think of social computing as a new paradigm for enterprise collaboration and as a “next generation” enabler for application modernizationTarget “horizontal” functions such as strategic knowledge management, innovation, and customer relationship management to deliver relevant and contextual information to end usersTarget “vertical” functions such as client-facing transactional applications to add collaborative functionality to cut cycle-time for ad- hoc processes such as exception handlingStart exploring modernization and integration opportunities between business applications and enterprise social computing platforms to automate ad-hoc, workflow processesStrategyDevelopmentSocial-EnablingMission CriticalApplicationsTarget “horizontals” such as KM and innovation and “verticals” such as transactional business applications - with social computing as an application modernization enabler
33 Implementing the Enterprise “Social Layer”… A phased approach for social computing maturity Social computing is increasingly becoming embedded into the overall enterprise application fabric – offering productivity gains across line of business applications and changing the way we collaborate213Implement an Enterprise Social Platform for Customer Engagement and Employee CollaborationEnhance strategic communities on top of Knowledge Management initiativesLeverage Social Computing for open innovation to source ideasEnhance client-interactions beyond marketing to improve customer engagementExtract business insights via Social AnalyticsDevelop a comprehensive Social Computing StrategyIdentify opportunity areas for social enablementDevelop a comprehensive roadmapStart with an enterprise platformExplore integration opportunities with business applicationsSocial-Enable Transactional Business Applications (Vertical Applications)Identify applications that may benefit from social-enablementCandidate apps typically require manual processes or frequent collaborationKey areas include case management, exception handling and customer serviceSocial-EnablingMission CriticalApplicationsUnisys Social Computing Advisory ServicesUnisys Social Computing Implementation ServicesUnisys Social Computing Modernization Services
34 Unisys Strategy & Solutions Our Strategy and Focus Our Social Computing Strategy is to help our customers leverage social technology for enterprise application modernization and for collaborative suites for internal and customer-facing scenariosCore Focus AreasCustomerEngagementNext GenerationKnowledge Mgmt& CollaborationSocial-EnablingMission CriticalApplicationsService OfferingsSocial ComputingInnovation WorkshopIdentification and Prioritization of OpportunitiesAdvisory ServicesImplementation ServicesWorkplace Collaboration, Knowledge Management, and Customer EngagementModernization ServicesIntegration with Enterprise Applications and ProcessesCore Competencies and DifferentiationEnterprise Collaboration ExpertiseEnterprise Application Modernization and OutsourcingEnterprise SecurityUnisys Social Computing Services provide enterprise-grade social collaboration solutions to modernize mission-critical applications and processes
35 Unisys Disruptive IT Trends Informational Resource for CIOs and Business Leaders The Disruptive IT Trends web site provides in-depth information and insights related to the six Disruptive Trends with Unisys and third-party perspectives, research and recommendationsSignificance of the Trends for CIOs & Business LeadersStrategic Point of View WhitepapersBusiness Implications, Challenges & OpportunitiesMarket & Analyst FactsIn-depth Trend ResearchUnisys & Third-Party PerspectivesBlogs & Multi-MediaUnisys Solutions & Case Studies