1. Failing to Plan is Planning to Fail Best Practices in Technology Support Service Strategies - Certification Showcase Bob Galley – Senior Director, Customer Support November 9, 2005

2. Page 2 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc.

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10. Page 10 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. A Plan Is…  Not For:  Ignoring  Locking Up In A File Cabinet  Planning Experts  Is For:  Us!  Achievement Of Strategic Objectives  Guidance  A Living Document That Needs To Shuck And Jive  But, Tough To Get Our Arms Around

11. Page 11 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. How Many of You Have … ?  Strategic Planning Responsibility  Project Management / Leadership Responsibility  Project Task / Execution Responsibility  Project Reporting Responsibility  No Project Responsibility  Project Irresponsibility

12. Page 12 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. 198319972000 1969 Company founded 1969 2002 2002 SSPA STAR Hall of Fame Award: Five years of Customer Support Excellence “Company to Watch” (Intelligent Enterprise Magazine) 2004 2004 Integration Solution Packages 1999 1999 IPO – Frankfurt Stock Exchange 1979 1979 First Mainframe 4GL 1971 1971 First Mainframe Database developed by Peter Schnell 1998 1998 Introduced First XML Server 1991 1991 First Service Broker for Distributed Applications 2003 2003 Winner of 14 Readers Choice Awards (XML / Web Services Journal) 100-Honoree (CIO Magazine) 1985 1985 First Platform Independent Language 2005 2005 Revenue increases 6% SCP Support Certification achieved for 7 th year in a row 2001 2001 First Database to utilize IBM’s 64 bit Virtual Storage Architecture for Mainframe “Global Market Leader for XML Servers” (IDC) Software AG: 36 Years Heritage of Technology Leadership

13. Page 13 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. 3,000 Mission-Critical Customers Worldwide Media & TelecommunicationsRetail & Manufacturing Public Institutions Transport & LogisticsFinance

14. Page 14 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc.  Tie Together:  Customer Needs  Resources  Budget  Initiatives: Company, Support  Interlock within / across organizations, partners  Projects  Key Performance Indicators: Targets/Actuals  Accountability  Motivation  Reward  Competition Why a Plan?

15. Page 15 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Software AG Customer Support Planning Process

16. Page 16 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Software AG Customer Support: Competitive Differentiators  Rock-Solid Mission Critical Customer Support History  Interlock Across Software AG Sales, Services, R&D Teams  Robust Web Knowledgebase & Self-Support Process  24x7 Live Consultation With Product Experts  Industry-Leading Responsiveness, Status, Resolution Rates  In-Depth Problem Research, Replication, Testing  Full-Time Customer Escalation / Crisis / Support Issue Managers  Premium Technical Acct Manager Support with Priority Handling & Proactive Services  Seven Years of Support Industry Best Practices Audit / Certification  Five Support Industry Awards for High Quality  Customer Satisfaction Goaled and Driven  Direct, Ongoing Dialog with SAGGroup Executive Committee

17. Page 17 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. What Feeds The Plan: Support Business Drivers  Company Initiatives / Directives  Industry Initiatives  Support Initiatives  Customer Surveys  Employee Surveys  Key Performance Indicators  Technology Requirements / Plan  Training Requirements  Product Release Plans  Staffing Plans  Support Model  Process Needs  P&L Dynamics And of course…  SCP Audit Report

18. Page 18 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Planning Components  Key Strategies  Actionable Initiatives & Projects  Three Year Plan  Current Year Project Plan  Next Year Plan  Third Year Plan  Continuous Plan Review, Mods  Annual  Monthly Corporate Commitment & Strategy CustomerFeedback ServiceDeliveryProcesses PerformanceMetrics TrainingPrograms PeoplePrograms ProductivityTools ElectronicServiceDelivery Total Quality Management R&DInterface Sales & ServicesInterface

19. Page 19 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Continuous Planning Cycle Business Drivers Strategies Projects Annual Plan Update Current Year Next Year Third Year Monthly Plan Review, Mods Release Plans P&L Dynamics Industry Initiatives Customer Surveys Employee Surveys Technology Plan SCP Audit Report Resources Budget KPIs Competition Customers  Key Strategies  Actionable Initiatives & Projects  Three Year Plan  Current Year Project Plan  Next Year Plan  Third Year Plan  Continuous Planning Process  Annual  Monthly Annual Individual Performance Evaluation

20. Page 20 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Key Strategies – Boil Down The Business Drivers Key Strategies  Resources  Budget  Initiatives  Interlock  Projects  KPIs  Accountability  Motivation  Reward  Competition  Customers  Industry Initiatives  Customer Surveys  Employee Surveys  Technology Plan  Training Requirements  Product Release Plans  Staffing Plans  Support Model  Process Needs  P&L Dynamics  SCP Audit Report

21. Page 21 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Key Strategies – Build Focus  Ownership  Accountability  Visibility  Communication Business Drivers Strategies Examples  Employees as Assets  Self Service  Content Management  Corporate Strategies  Operations  Workload Optimization

22. Page 22 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Build Actionable Projects / Initiatives  Importance  Ownership  Resources  Description  Business Need / Justification  Requirements  Timeframe / Schedule Strategies Projects

23. Page 23 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Build Current Year Plan  Finalize  Ownership  Priority  Schedule  Resource Definition  Project Management System  Coordinate with  Business Owners: Sales, Professional Services …  Resource Owners  Service Providers: IT, Marketing, Product Mgmt, Engineering …  Report to  Executives  Support Team Projects Current Year Plan Current Business Drivers Annual Plan Update

24. Page 24 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Build Year Two & Three Plans  Long-Term View  Strategic, Directional Focus  Industry  Company  Support  Two Year Plan  Strategies, Initiatives  Third Year Plan  Strategies, Directions Current Year Plan Year Two Plan Year Three Plan Current Business Drivers Annual Plan Update

25. Page 25 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Annual Planning Events  Six Month Checkpoint - July  Review Business Plans / Initiatives / Conditions / Results  Update Current Year Plan - Projects  Update Next Year Plan – Initiatives  Annual Planning Retreat – November  Key Strategies  Actionable Projects  Current Year Plan – Finalize This Year’s  Current Year Plan – Build Next Year’s From Next Year Plan  Build Next Year and Third Year Plans  End of Year Planning Sessions  Review Operational Results  Set Targets / KPIs  Finalize Ownership, Priorities, Schedule, Communication Current Year Plan (This Year) Current Year Plan (Next Year) Year Two Plan Year Three Plan Current Business Drivers Annual Plan Update

26. Page 26 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Monthly Planning Review  Leadership Team Joint Review  Initiative / Project Owners Deliver Project Control System Updates Prior to Meeting Status & Outlook for each active Project Brief Project Accomplishment Report  Joint Re-evaluation & Decision on Each Project Direction, Scope, Priority, Schedule  1-1 Bi-Weekly Meetings: Manager & Sr. Director  Monthly Project Review  Accountability, Issue Mgmt, Schedule Mgmt  Current Year Plan Adjustments Whenever Needed  Strategy  Priority  Scope  Schedule Current Year Plan Current Business Drivers Current Year Plan

27. Page 27 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Individual Performance Review  Individual Accountability  Manager Ownership: Initiatives & Projects Tasks Can be Delegated  Project Completion with Deliverables  Defined Objectives Met  On Top of Their Day Jobs  360 Degree Review Process  Manager’s Team Members  Manager’s Peers  Manager’s Self Evaluation  Manager’s Manager Current Year Plan Current Business Drivers Individual Performance Review

28. Page 28 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Continuous Planning Cycle Business Drivers Strategies Projects Annual Plan Update Current Year Next Year Third Year Monthly Plan Review, Mods Release Plans P&L Dynamics Industry Initiatives Customer Surveys Employee Surveys Technology Plan SCP Audit Report Resources Budget KPIs Competition Customers Annual Individual Performance Evaluation

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30. Page 30 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Tips  Be Firm on Ownership & Accountability  Be Flexible on Dates and Scope Whenever Possible  Share, Share, Share  Objectives, Roadblocks, Issues, Solutions  Celebrate, Celebrate, Celebrate  Completions, Accomplishments  Communicate, Communicate, Communicate  Results, Benefits