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Economics of the Cloud

                                                                                                                  Tom Moen
                                                                      Director of Strategy and Innovation
                                                                                             @Cloudmovr


Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Avtex Customer Conference 2012               The Intersection of Technology and Customer Experience   Hyatt Regency | Minneapolis |10.25.2012
Gartner (yesterday) Top 10 Trends
1.        Mobile Devices
2.        Shift from Native Apps to Web Apps
3.        Personal Cloud Replaces Personal Computer
4.        The Internet of Things
5. Cloud
6.        Strategic Big Data
7.        Actionable Analytics
8.        In-memory Computing
9.        Virtual Appliances Integrated Ecosystems
10.       Enterprise App Stores



Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Cloud Momentum Building Fast
                                                                                            of all data will live in or pass
                                                                                   30%      through the cloud




                                                                 $150 Billion                            market for cloud
                                                                                                         computing



                                                         80%         of Fortune 1000 will use cloud computing




                                                   2 Billion         4 billion searches   663 million users
                                                                                                                 369 million users
                                                    Internet users        monthly


                                                      worldwide




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
IT Cloud Spend (as a %) Increasing




              www.ami-partners.com



Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Total Cloud Revenue Worldwide
Billions




$400
$350
$300
$250
$200
$150
$100
  $50
    $0
        2005                                             2010   2015   2020


Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Total Mobile Units Worldwide




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Reasons They Migrated to Cloud
                                                         0   10   20   30   40   50   60   70   80



    Reduce Upfront Costs

                              Flexibility

                                     Agility

 Focus on Core Business

 Competitive Advantage

                         Don't Know



Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
What I Hear…
What Business is saying:                                     What IT is saying:
•    Email/Collab is Too Expensive                           •   We Hate Upgrading
•    CapEx to OpEx                                           •   We Lack Skills/Retention
•    Need Capability/Feature NOW!                            •   Projects Require High ROI
•    Consolidation of BUs                                    •   Need Predictable Spend
•    Upgrades/Updates Kill Us                                •   Need Enhanced Reliability
•    New Sheriff in Town                                     •   Need Enhanced Security
•    Merger or Acquisition                                   •   Deliver New Capabilities
•    Applications Too Costly                                 •   We Like to Sleep
•    Scale/Performance/Capacity
•    Better Up-time
•    Regulatory/Compliance Issue


Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Why I Believe in Cloud




                 Cloud Helps Accelerate Your Journey




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
There are Benefits of Cloud




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
There are
    many Clouds
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Private Clouds
• Faster, simpler deployments of VMs in your
  own data centers
• Faster, simpler deployments of applications
  with fewer errors
• Automated discovery and remediation of
  problems.

  Private Clouds are a facet of improved
          systems management.
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Public Clouds
• Faster, simpler deployment of VMs in external
  datacenters
• Deployment of packaged and custom
  applications using pay-as-you-go compute
  resources
• Faster , simpler application development and
  enhanced management
• Lower-cost storage with blobs
        Public Clouds allow you to scale your IT
               environment on demand
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Think AND
                                        Not OR
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Think of it as an IT Continuum…




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Cloud Services
                                           You Manage     You Manage

                                                         Vendor Manages




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Microsoft’s Enterprise Cloud Offerings




                                                         AND happens HERE




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Let’s Get
                          Economical!

Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Do You Consider Investment In
 Technology as a Means to Cut Costs?
•A majority of CFOs
 considered investment in
 technology as a means of
 cutting costs.

•Those who thought
 otherwise considered
 investment in technology
 as a means to improve
 processes.


 Avtex Customer Conference 2012
 The Intersection of Technology and Customer Experience
 Hyatt Regency | Minneapolis |10.25.2012
Normal Project Cost Benefit/Reduction

•      Reduction in Storage
•      Improvement in Server Consolidation
•      Problem Resolution Savings
•      End User Savings
•      Application Development Savings
•      Space and Utilities


Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Cloud Economics


                                                   Supply       Demand
                                                    Side          Side



                                                         Multi Tenant


Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Estimated Annual Costs Data Center*
•      Sioux Falls, S.D. $9,684,282
•      Winston-Salem, N.C. $9,799,928
•      San Antonio, Texas $10,314,249
•      Birmingham, Ala. $10,340,534
•      Ames, Iowa $10,378,916
•      Charlotte, N.C. $10,440,123
•      Indianapolis, Ind. $10,451,796
•      Tulsa, Okla. $10,452,228
•      Des Moines, Iowa $10,480,298
•      Columbus, Ohio $10,499,091

                                                         *125,000 sq feet, employing 75 people
                                                         Source: Boyd Company, Princeton, NJ
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
IT Costs
                                                          Over 85%

                                                         Staffing

                                                         Downtime

                                                         IT Staff Training

                                                         Server Hardware

                                                         Server Software

                                                         Services




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Worldwide Spending On Servers




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Time Effect On Servers




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Electricity


“If a CIO has not had to build a new data center
recently, electricity is likely to be a huge
surprise”
                                                                                         Ken Brill
                                                                   Founder and Executive Director
                                                                                 Uptime Institute




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Electricity Costs

                  • .6% in 2000                                   $42,000,000
                  • 1.5% in 2010                                 $135,000,000
                  • 3% in 2012                                   $330,000,000

                                         40% of this bill is for cooling!



Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
On-Prem Email/User/Month – SaaS Model
       Hardware                                           $0.60     1.37%
       Client Software                                    $3.49     7.98%
       Server Software                                    $3.61     8.26%
       Storage                                            $2.40     5.49%
       Email & Hygiene/Filter                             $2.99     6.84%
       Archiving & Compliance                             $8.99    20.57%
       Staffing                                           $5.16    11.81%
       Mobility                                           $8.88    20.32%
       Financing                                          $1.08     2.47%
       Real estate                                        $0.84     1.92%
       Utilities                                          $0.63     1.44%
       HA/DR
Avtex Customer Conference 2012                            $5.04    11.53%
The Intersection of Technology and Customer Experience
       Total Costs /User /Mo
Hyatt Regency | Minneapolis |10.25.2012
                                                         $43.71   100.00%
Cloud Email/User/Month – SaaS Model
       Hardware                                           $0.60     1.37%
       Client Software                                    $3.49    31.47%
       Server Software                                    $3.61     8.26%
       Storage                                            $2.40     5.49%
       Email & Hygiene/Filter                             $3.92    35.35%
       Archiving & Compliance                             $3.68    33.18%
       Staffing                                           $5.16    11.81%
       Mobility                                           $8.88    20.32%
       Financing                                          $1.08     2.47%
       Real estate                                        $0.84     1.92%
       Utilities                                          $0.63     1.44%
       HA/DR
Avtex Customer Conference 2012                            $5.04    11.53%
The Intersection of Technology and Customer Experience
       Total Costs /User /Mo
Hyatt Regency | Minneapolis |10.25.2012
                                                         $11.09   100.00%
Forrester Research Inc




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
TEI Exchange 2010 - Forrester


                                                         $237,797 per Year
                                                            1,500 Users

                                                           $158 /yr/user

                                                         $13.21/mo/user




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
GroupWise




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Total Cost Comparison
                                                                                       On-premises cost     Microsoft Online cost     Savings
                                                      General costs
                                                          Hardware and maintenance              $174,814                   Included     $174,814

For 2,500 total users:                                    Software                             $1,496,893               $1,196,726      $300,167

• 2,250 using e-mail,                                     Operations                           $2,668,100                 $741,960     $1,926,140
                                                          Deployment and migration              $212,663                  $107,931      $104,732
  collaboration,
                                                      Running total                            $4,552,470               $2,046,617    $2,505,853
  IM/presence
• 250 using Kiosk e-mail                              High availability
                                                          Hardware and maintenance              $104,150                   Included     $104,150
  & collaboration
                                                          Software                              $101,985                   Included     $101,985
• 275 E3 Plan
                                                          Operations                               $8,800                  Included       $8,800
• 600 using web
                                                          Deployment and migration                $14,209                  Included      $14,209
  conferencing                                        Running total                            $4,781,614               $2,046,617    $2,734,997

                                                      25% over-allocation for future
                                                      growth

45% savings                                               Hardware and maintenance                $34,301                      n/a       $34,301
                                                          Software                              $168,901                       n/a      $168,901
over 3 years                                          Running total                            $4,984,816               $2,046,617    $2,938,199
                                                          TOTAL                               $4,984,816                $2,046,617    $2,938,199
                                                          Per user per month                      $55.39                    $22.74        $32.65


 Avtex Customer Conference 2012
 The Intersection of Technology and Customer Experience
 Hyatt Regency | Minneapolis |10.25.2012
Windows Azure Comparison – PaaS Model

The first scenario
included initial one time
costs. In this
scenario, we determined
that CUSTOMER could
realize a cost savings of
91.7% with adoption of
the proposed Windows
Azure Platform
architecture.




  Avtex Customer Conference 2012
  The Intersection of Technology and Customer Experience
  Hyatt Regency | Minneapolis |10.25.2012
Azure Savings – IaaS Model

 1,400,000                          Azure                  On-Premise
 1,200,000                         $867,889                $2,282,072
 1,000,000
     800,000                                                                       Azure
     600,000                                                                       On-premise
     400,000
     200,000
                   0
                                   Ideas                 Imaging   Insight   PAS



Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Cloud Economics


                                                   Supply       Demand
                                                    Side          Side



                                                         Multi Tenant


Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Demand Side – Workloads Ideal Cloud
                                                             On and Off
   Compute


                          Inactivity                         On & off workloads (e.g. batch job)
                            Period
                                                             Over provisioned capacity is wasted
                                                         t   Time to market can be cumbersome


                                                                    Growing Fast
              Compute




                                                                    Successful services needs to grow/scale
                                                                    Keeping up w/ growth is big IT challenge
                                                                t   Cannot provision hardware fast enough



                                                                             Unpredictable Bursting
                        Comput
                           e




                                                                                  Unexpected/unplanned peak in demand
                                                                                  Sudden spike impacts performance
                                                                              t   Can’t over provision for extreme cases


                                                                                             Predictable Bursting
                                       Compute




                                                                                             Services with micro seasonality trends
                                                                                             Peaks due to periodic increased demand
                                                                                         t   IT complexity and wasted capacity

Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Demand Side Economics
            Randomness                                                 Multi-Source

                                 Uncertain Growth




                                                         Time of Day




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Cloud Economics


                                                   Supply       Demand
                                                    Side          Side



                                                         Multi Tenant


Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Top Data Centers in 2006

•      Disney
•      Shell Oil
•      P&G
•      Others names and logos you’d recognize




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Multi Tenancy -Top 10 DCs 2011
         1. 350 East Cermak / Lakeside Technology Center (Digital
             Realty)
         2. Metro Technology Center, Atlanta (Quality Technology)
         3. The NAP of the Americas, Miami (Terremark)
         4. NGD Europe, Newport Wales (Next Generation Data)
         5. Container Data Center, Chicago (Microsoft)
         6. Microsoft Dublin (Microsoft)
         7. Phoenix ONE, Phoenix (i/o Data Centers)
         8. CH1, Elk Grove Village, Ill. (DuPont Fabros)
         9. Microsoft Data Centers in San Antonio (Microsoft)
         10. Microsoft Data Centers in Quincy (Microsoft)


Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Multi Tenancy
• Fixed labor costs shared
• Server utilization shared




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
WHY HASN’T
    EVERYBODY
    MOVED TO Cloud??

Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Impediments to Cloud Adoption




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Gartner – Impediments to Cloud




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Impediment - Disbelief of Savings




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Impediment Who Takes the Lead???



                                                         CEO
                                                         CFO
                                                         CIO




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Impediment – Big Questions That I Get




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
SERVER
                                            SERVICE
                                              GAP
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Compliance Adherence in Business
       Productivity Online Suite



                   SAS-70 Type I                         EU Safe Harbor
                   (SSAE SOC 1 Type I)




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Compliance Adherence in Office 365
                                                             FISMA
                               EU Model Clauses                                SAS-70 Type II
                                                                               (SSAE SOC 1 Type II)

                   ISO 270001

                                                Access to our “Trust Center”


                   SAS-70 Type I                                               EU Safe Harbor
                   (SSAE SOC 1 Type I)


                             Data Processing Agreement
                                                                       HIPAA/BAA



Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
SharePoint Online 2007 –
                      Customer’s Requirements
•   Infrastructure                                           •   GB Limits                  •     Maintenance Costs
•   Document management                                      •                              •
                                                                 Dev/Test/Training Environments   Intranet Roadmap
•   Search                                                   •   Internal/External Access   •     Login(s)
•   Legal                                                    •   EU Privacy                 •     3rd Party Tools
    Holds/Retention/eDiscovery                               •   BI                         •     Upgrade Roadmap
•   Social Collaboration                                     •   Platform                   •     Resource Needs
•   Bandwidth / Network                                      •   Dashboards
•   Language Packs                                           •   People Search
•   Workflows                                                •   Security
•   Records Center Management                                •   Upgrades
•   ISO                                                      •   Architecture Flexibility
•   Anywhere access                                          •   Up Front Costs
•   AD Integration                                           •   Support Costs
•   OSC Presence

    Avtex Customer Conference 2012
    The Intersection of Technology and Customer Experience
    Hyatt Regency | Minneapolis |10.25.2012
SharePoint Online 2010 –
                      Customer’s Requirements

                                                                      •   3rd Party Tools
                                                             •   BI

•   Bandwidth / Network




    Avtex Customer Conference 2012
    The Intersection of Technology and Customer Experience
    Hyatt Regency | Minneapolis |10.25.2012
Exchange Online 2007 Concerns
                                                                 Outlook 2003 support
  Custom mobile device policies                                                            POP/IMAP
Unified Messaging                                    Messaging Records Management

     Customize OWA login page                                     On-premise OCS voice/UM integration
                                                               Transport rules     Server-side auto-forwarding
Journal to on-premise archive

             Allow SMTP relay                                    Application connectivity via older APIs
 OWA multi-factor authentication                                      Post-processing of outbound mail

     Free/busy calendar sharing Cross-mailbox search                                       PowerShell access
                                                            Exchange Management Console access
  “Send as” capabilities
                                                                 Public folders
   Avtex Customer Conference 2012
   The Intersection of Technology and Customer Experience
   Hyatt Regency | Minneapolis |10.25.2012
Exchange 2010 Online
                                                         Outlook 2003 support




                                                         Application connectivity via older APIs




                                                         Public folders
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Where Can I Find More?




Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Silver Lining Planning Services!
  Understand your current environment
  Gain a thorough understanding of your requirements.
   • Deliver a SAW and SAW Report
   • Deployment Planning Tools and Report
   • Other tools to uncover potential hurdles
  Generate a very accurate SOW
  Artifacts include
   • Complete project plan
   • SOW,
   • ROI/TCO for your project.

      This is work includes up to four days on site and two days of
            documentation depending on your requirements.
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012

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Economics of the cloud

  • 1. Economics of the Cloud Tom Moen Director of Strategy and Innovation @Cloudmovr Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012 Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 2. Gartner (yesterday) Top 10 Trends 1. Mobile Devices 2. Shift from Native Apps to Web Apps 3. Personal Cloud Replaces Personal Computer 4. The Internet of Things 5. Cloud 6. Strategic Big Data 7. Actionable Analytics 8. In-memory Computing 9. Virtual Appliances Integrated Ecosystems 10. Enterprise App Stores Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 3. Cloud Momentum Building Fast of all data will live in or pass 30% through the cloud $150 Billion market for cloud computing 80% of Fortune 1000 will use cloud computing 2 Billion 4 billion searches 663 million users 369 million users Internet users monthly worldwide Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 4. IT Cloud Spend (as a %) Increasing www.ami-partners.com Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 5. Total Cloud Revenue Worldwide Billions $400 $350 $300 $250 $200 $150 $100 $50 $0 2005 2010 2015 2020 Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 6. Total Mobile Units Worldwide Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 7. Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 8. Reasons They Migrated to Cloud 0 10 20 30 40 50 60 70 80 Reduce Upfront Costs Flexibility Agility Focus on Core Business Competitive Advantage Don't Know Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 9. What I Hear… What Business is saying: What IT is saying: • Email/Collab is Too Expensive • We Hate Upgrading • CapEx to OpEx • We Lack Skills/Retention • Need Capability/Feature NOW! • Projects Require High ROI • Consolidation of BUs • Need Predictable Spend • Upgrades/Updates Kill Us • Need Enhanced Reliability • New Sheriff in Town • Need Enhanced Security • Merger or Acquisition • Deliver New Capabilities • Applications Too Costly • We Like to Sleep • Scale/Performance/Capacity • Better Up-time • Regulatory/Compliance Issue Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 10. Why I Believe in Cloud Cloud Helps Accelerate Your Journey Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 11. There are Benefits of Cloud Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 12. There are many Clouds Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 13. Private Clouds • Faster, simpler deployments of VMs in your own data centers • Faster, simpler deployments of applications with fewer errors • Automated discovery and remediation of problems. Private Clouds are a facet of improved systems management. Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 14. Public Clouds • Faster, simpler deployment of VMs in external datacenters • Deployment of packaged and custom applications using pay-as-you-go compute resources • Faster , simpler application development and enhanced management • Lower-cost storage with blobs Public Clouds allow you to scale your IT environment on demand Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 15. Think AND Not OR Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 16. Think of it as an IT Continuum… Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 17. Cloud Services You Manage You Manage Vendor Manages Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 18. Microsoft’s Enterprise Cloud Offerings AND happens HERE Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 19. Let’s Get Economical! Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 20. Do You Consider Investment In Technology as a Means to Cut Costs? •A majority of CFOs considered investment in technology as a means of cutting costs. •Those who thought otherwise considered investment in technology as a means to improve processes. Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 21. Normal Project Cost Benefit/Reduction • Reduction in Storage • Improvement in Server Consolidation • Problem Resolution Savings • End User Savings • Application Development Savings • Space and Utilities Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 22. Cloud Economics Supply Demand Side Side Multi Tenant Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 23. Estimated Annual Costs Data Center* • Sioux Falls, S.D. $9,684,282 • Winston-Salem, N.C. $9,799,928 • San Antonio, Texas $10,314,249 • Birmingham, Ala. $10,340,534 • Ames, Iowa $10,378,916 • Charlotte, N.C. $10,440,123 • Indianapolis, Ind. $10,451,796 • Tulsa, Okla. $10,452,228 • Des Moines, Iowa $10,480,298 • Columbus, Ohio $10,499,091 *125,000 sq feet, employing 75 people Source: Boyd Company, Princeton, NJ Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 24. IT Costs Over 85% Staffing Downtime IT Staff Training Server Hardware Server Software Services Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 25. Worldwide Spending On Servers Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 26. Time Effect On Servers Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 27. Electricity “If a CIO has not had to build a new data center recently, electricity is likely to be a huge surprise” Ken Brill Founder and Executive Director Uptime Institute Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 28. Electricity Costs • .6% in 2000 $42,000,000 • 1.5% in 2010 $135,000,000 • 3% in 2012 $330,000,000 40% of this bill is for cooling! Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 29. On-Prem Email/User/Month – SaaS Model Hardware $0.60 1.37% Client Software $3.49 7.98% Server Software $3.61 8.26% Storage $2.40 5.49% Email & Hygiene/Filter $2.99 6.84% Archiving & Compliance $8.99 20.57% Staffing $5.16 11.81% Mobility $8.88 20.32% Financing $1.08 2.47% Real estate $0.84 1.92% Utilities $0.63 1.44% HA/DR Avtex Customer Conference 2012 $5.04 11.53% The Intersection of Technology and Customer Experience Total Costs /User /Mo Hyatt Regency | Minneapolis |10.25.2012 $43.71 100.00%
  • 30. Cloud Email/User/Month – SaaS Model Hardware $0.60 1.37% Client Software $3.49 31.47% Server Software $3.61 8.26% Storage $2.40 5.49% Email & Hygiene/Filter $3.92 35.35% Archiving & Compliance $3.68 33.18% Staffing $5.16 11.81% Mobility $8.88 20.32% Financing $1.08 2.47% Real estate $0.84 1.92% Utilities $0.63 1.44% HA/DR Avtex Customer Conference 2012 $5.04 11.53% The Intersection of Technology and Customer Experience Total Costs /User /Mo Hyatt Regency | Minneapolis |10.25.2012 $11.09 100.00%
  • 31. Forrester Research Inc Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 32. TEI Exchange 2010 - Forrester $237,797 per Year 1,500 Users $158 /yr/user $13.21/mo/user Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 33. GroupWise Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 34. Total Cost Comparison On-premises cost Microsoft Online cost Savings General costs Hardware and maintenance $174,814 Included $174,814 For 2,500 total users: Software $1,496,893 $1,196,726 $300,167 • 2,250 using e-mail, Operations $2,668,100 $741,960 $1,926,140 Deployment and migration $212,663 $107,931 $104,732 collaboration, Running total $4,552,470 $2,046,617 $2,505,853 IM/presence • 250 using Kiosk e-mail High availability Hardware and maintenance $104,150 Included $104,150 & collaboration Software $101,985 Included $101,985 • 275 E3 Plan Operations $8,800 Included $8,800 • 600 using web Deployment and migration $14,209 Included $14,209 conferencing Running total $4,781,614 $2,046,617 $2,734,997 25% over-allocation for future growth 45% savings Hardware and maintenance $34,301 n/a $34,301 Software $168,901 n/a $168,901 over 3 years Running total $4,984,816 $2,046,617 $2,938,199 TOTAL $4,984,816 $2,046,617 $2,938,199 Per user per month $55.39 $22.74 $32.65 Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 35. Windows Azure Comparison – PaaS Model The first scenario included initial one time costs. In this scenario, we determined that CUSTOMER could realize a cost savings of 91.7% with adoption of the proposed Windows Azure Platform architecture. Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 36. Azure Savings – IaaS Model 1,400,000 Azure On-Premise 1,200,000 $867,889 $2,282,072 1,000,000 800,000 Azure 600,000 On-premise 400,000 200,000 0 Ideas Imaging Insight PAS Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 37. Cloud Economics Supply Demand Side Side Multi Tenant Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 38. Demand Side – Workloads Ideal Cloud On and Off Compute Inactivity On & off workloads (e.g. batch job) Period Over provisioned capacity is wasted t Time to market can be cumbersome Growing Fast Compute Successful services needs to grow/scale Keeping up w/ growth is big IT challenge t Cannot provision hardware fast enough Unpredictable Bursting Comput e Unexpected/unplanned peak in demand Sudden spike impacts performance t Can’t over provision for extreme cases Predictable Bursting Compute Services with micro seasonality trends Peaks due to periodic increased demand t IT complexity and wasted capacity Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 39. Demand Side Economics Randomness Multi-Source Uncertain Growth Time of Day Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 40. Cloud Economics Supply Demand Side Side Multi Tenant Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 41. Top Data Centers in 2006 • Disney • Shell Oil • P&G • Others names and logos you’d recognize Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 42. Multi Tenancy -Top 10 DCs 2011 1. 350 East Cermak / Lakeside Technology Center (Digital Realty) 2. Metro Technology Center, Atlanta (Quality Technology) 3. The NAP of the Americas, Miami (Terremark) 4. NGD Europe, Newport Wales (Next Generation Data) 5. Container Data Center, Chicago (Microsoft) 6. Microsoft Dublin (Microsoft) 7. Phoenix ONE, Phoenix (i/o Data Centers) 8. CH1, Elk Grove Village, Ill. (DuPont Fabros) 9. Microsoft Data Centers in San Antonio (Microsoft) 10. Microsoft Data Centers in Quincy (Microsoft) Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 43. Multi Tenancy • Fixed labor costs shared • Server utilization shared Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 44. WHY HASN’T EVERYBODY MOVED TO Cloud?? Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 45. Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 46. Impediments to Cloud Adoption Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 47. Gartner – Impediments to Cloud Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 48. Impediment - Disbelief of Savings Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 49. Impediment Who Takes the Lead??? CEO CFO CIO Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 50. Impediment – Big Questions That I Get Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 51. SERVER SERVICE GAP Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 52. Compliance Adherence in Business Productivity Online Suite SAS-70 Type I EU Safe Harbor (SSAE SOC 1 Type I) Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 53. Compliance Adherence in Office 365 FISMA EU Model Clauses SAS-70 Type II (SSAE SOC 1 Type II) ISO 270001 Access to our “Trust Center” SAS-70 Type I EU Safe Harbor (SSAE SOC 1 Type I) Data Processing Agreement HIPAA/BAA Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 54. SharePoint Online 2007 – Customer’s Requirements • Infrastructure • GB Limits • Maintenance Costs • Document management • • Dev/Test/Training Environments Intranet Roadmap • Search • Internal/External Access • Login(s) • Legal • EU Privacy • 3rd Party Tools Holds/Retention/eDiscovery • BI • Upgrade Roadmap • Social Collaboration • Platform • Resource Needs • Bandwidth / Network • Dashboards • Language Packs • People Search • Workflows • Security • Records Center Management • Upgrades • ISO • Architecture Flexibility • Anywhere access • Up Front Costs • AD Integration • Support Costs • OSC Presence Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 55. SharePoint Online 2010 – Customer’s Requirements • 3rd Party Tools • BI • Bandwidth / Network Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 56. Exchange Online 2007 Concerns Outlook 2003 support Custom mobile device policies POP/IMAP Unified Messaging Messaging Records Management Customize OWA login page On-premise OCS voice/UM integration Transport rules Server-side auto-forwarding Journal to on-premise archive Allow SMTP relay Application connectivity via older APIs OWA multi-factor authentication Post-processing of outbound mail Free/busy calendar sharing Cross-mailbox search PowerShell access Exchange Management Console access “Send as” capabilities Public folders Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 57. Exchange 2010 Online Outlook 2003 support Application connectivity via older APIs Public folders Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 58. Where Can I Find More? Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 59. Silver Lining Planning Services!  Understand your current environment  Gain a thorough understanding of your requirements. • Deliver a SAW and SAW Report • Deployment Planning Tools and Report • Other tools to uncover potential hurdles  Generate a very accurate SOW  Artifacts include • Complete project plan • SOW, • ROI/TCO for your project. This is work includes up to four days on site and two days of documentation depending on your requirements. Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  • 60. Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012

Hinweis der Redaktion

  1. Was trying to think how economics of Cloud help customer interactions but your customer may be somebody with a budget, the CFO, CEO, somebody you are trying to serve better, cheaper faster. In this vain, the content I am about to reveal to you makes perfect sense.So how many of you are looking at the Cloud as a means of saving hard and soft dollars? Show of hands please. How many of you have done some type of analysis of Cloud offering to see if it would save you money?How many of you have done some TCO/ROI analysis?How many of you are interested or looking at Cloud based solutions?How many of you are tired of me asking questions?
  2. One: Mobile devices.By next year, mobile phones will overtake PCs as the most common Web access device worldwide. Does this mean mobile devices will replace PCs? Yes and no, says Gartner. Some IT departments may only need to support mobile devices for specific workers whose jobs require them while the rest continue to use PCs. But, Gartner adds, the rise of mobile devices does signal the end of Windows as the single corporate platform.Two: A long-term shift from native apps to Web apps as HTML5 becomes more capable.Gartner did note that native apps won't disappear and "will always offer the best user experience and most sophisticated features."Three: The personal cloud replaces the notion of personal computer.The cloud will house all aspects of one's life, Gartner said.Because it's so vast, and capable of marshaling infinite resources, "no one platform, form factor, technology or vendor will dominate" it, Gartner says. It also means that IT will have to support almost everything.Four: The Internet of Things.Everything will connect to the Internet, including cameras, microphones, augmented reality, buildings and embedded sensors everywhere. In many cases, it's here already.The Internet of Things will lead to new products, such as usage-based insurance or tax policies. It will also raise new questions, such as whether a robot interacting with an ERP system is a named user for the purposes of software licenses."We are at a point where it is no longer a stretch to imagine that much of what and who we interact with will be connected to the Internet," said Cearley.Five: Cloud computing.As cloud adoption expands, IT departments will have to create "cloud services brokerages" to serve as a central focus for managing access to external services.Six: Strategic Big Data.It's becoming more economical, thanks in part to low cost servers and CPUs, for organizations to tackle big data projects. By strategic big data, Gartner believes that users will be moving beyond isolated projects and incorporating big data analysis in more and more of what they do.Seven: Actionable Analytics.Actionable Analytics is, in some respects, a distinct subset of its sixth trend, Strategic Big Data. Low cost processing is making it possible "to perform analytics and simulation for each and every action taken in a business." Most analytics today focus on looking at historical analysis; the next step is predicting what might happen.Eight: In-memory Computing.In-memory Computing, says Gartner, can be transformational. It allows hours-long batch processes to be squeezed into processes that only take minutes or seconds. In-memory Computing will become a mainstream platform over the next year or two, as users seek more real-time analytical queries.Nine: Virtual appliances integrated ecosystems.They won't kill off physical appliances and their security advantages, but virtual appliances will gain an increased place in IT operations.Ten: Enterprise App Stores.Enterprise App Stores will turn IT departments into market managers, providing governance and even support to "apptrepreneurs." App store markets will become the "anchor point" for users to get everything they need.
  3. Research shows companies are now allocating and planning on allocating more of their IT budgets to cloud services to help them meet demands. By 2015, AMI reports that companies will spend 12.2 percent of their IT budgets on cloud services.This is a 50 percent increase over the percentage they spent in 2010.
  4. Cloud is actually so good it is driving other technologies like Mobility – this is like bacon being so good it makes other things like chestnuts taste good. Cloud is so good that it is driving mobility and maybe a little the other way. Where my bacon analogy breaks down.
  5. The majority of respondents considered reduced upfront costs, increased flexibility, and competitive advantage as key benefits of implementing a cloud computing solution. The savings from cloud computing are enticing. Like equipment leasing before it, cloud computing turns what once was a big-ticket capital expenditure into an operating expense for companies — one that can be tuned up or down, depending on business conditions.The savings come in infrastructure, your company would require less IT infrastructure, and less people to manage this infrastructure.Surprisingly, however, most did not consider its ability to enable a company to react quickly to changes in market conditions as a key advantage.Michael Schrage, Research Fellow, MIT Sloan School’s Center for Digital Business explains that the cloud can accelerate and compress both the development and the test times for innovation and change.Reduced time to impact is one of the key advantages of cloud computing
  6. Key points to land:No other company can offer the depth and breadth of solutionsCloud on your terms – hybrid between on-prem and in the cloud solutionsSegmented!With that as a baseline… lets get ready to be economical…
  7. It is not surprising that a majority of CFOs considered investment in technology as a means of cutting costs. Those who thought otherwise consider investment in technology as a means to improve systems and processes, with cost reduction being very important but a by-product.
  8. Benefits Year 1 Year 2 Year 3 Total PresentvalueReduction of storage costs 310,320 159,888 170,755 640,963 542,539Server consolidation 108,000 108,000 108,000 324,000 268,580Problem-resolution savings 94,320 94,320 94,320 282,960 234,560End user security savings 50,400 50,400 50,400 151,200 125,337Application developmentsavings11,520 11,520 11,520 34,560 28,649Total benefit 574,560 424,128 434,995 1,433,683 1,199,665
  9. Supply-side savings. Large-scale data centers (DCs) lower costs per server.  Demand-side aggregation. Aggregating demand for computing smooths overall variability, allowing server utilization rates to increase.  Multi-tenancy efficiency. When changing to a multitenant application model, increasing the number of tenants (i.e., customers or users) lowers the application management and server cost per tenant.
  10. "If a CIO has not had to build a new data center recently, this [electricity] is likely to be a huge surprise,“Ken Brill, founder and executive director of the Uptime Institute, which provides consulting services to more than 100 data center operators.
  11. $42,000,000.00$135,000,000.00$330,000,000.00
  12. Presenter ScriptBut first, let’s cut right to the chase and look at a sample cost comparison. For an organization of 2,500 users, this table shows what it might cost to run e-mail, collaboration, and IM/presence for all of them; and web conferencing for 1,000 of them. This is a 3-year total.<click>Now if we assume that this company also deployed those workloads in a highly available fashion, there are some additional costs that would add up – not just for licensing, but also for ops and deployment<click>And if we assume that the company is over-sizing the solution a bit for future expected growth by purchasing additional hardware and licenses, here are the additional costs that would be associated with that.Now let’s look at the cost of enabling those same 2,500 users to have e-mail, collaboration, and IM/presence.<click> This table also brings a twist with it – in the online services world, there is a “deskless worker” option that allows the company to purchase limited e-mail and collaboration licenses for its 250 factory floor workers. So we’ve factored in the savings associated with that. You’ll also notice that there are no additional costs for high availability – that’s built into the service – and no need to over-allocate hardware or licenses to plan for future growth because the service allows you to add users on demand as your business grows. <click>All told, the savings add up to about 45% over the 3 years. The per-user, per-year cost is reduced from $55 to $30.
  13. Supply-side savings. Large-scale data centers (DCs) lower costs per server.  Demand-side aggregation. Aggregating demand for computing smooths overall variability, allowing server utilization rates to increase.  Multi-tenancy efficiency. When changing to a multitenant application model, increasing the number of tenants (i.e., customers or users) lowers the application management and server cost per tenant.
  14. Supply-side savings. Large-scale data centers (DCs) lower costs per server.  Demand-side aggregation. Aggregating demand for computing smooths overall variability, allowing server utilization rates to increase.  Multi-tenancy efficiency. When changing to a multitenant application model, increasing the number of tenants (i.e., customers or users) lowers the application management and server cost per tenant.
  15. Fixed application labor amortized over a large number of customers. In a single-tenant instance, each customer has to pay for its own application management (that is, the labor associated with update and upgrade management and incident resolution). We‘ve examined data from customers, as well as Office 365-D and Office 365-S to assess the impact. In dedicated instances, the same activities, such as applying software patches, are performed multiple times – once for each instance. In a multi-tenant instance such as Office 365-S, that cost is shared across a large set of customers, driving application labor costs per customer towards zero. This can result in a meaningful reduction in overall cost, especially for complex applications.  Fixed component of server utilization amortized over large number of customers. For each application instance, there is a certain amount of server overhead. Fig. 14 shows an example from Microsoft‘s IT department in which intraday variability appears muted (only a 16 percent increase between peak and trough) compared to actual variability in user access. This is caused by application and runtime overhead, which is constant throughout the day. By moving to a multitenant model with a single instance, this resource overhead can be amortized across all customers. We have examined Office 365-D, Office 365-S, and Microsoft Live@edu data to estimate this overhead, but so far it has proven technically challenging to isolate this effect from other variability in the data (for example, user counts and server utilization) and architectural differ
  16. Over 30% of CFOs surveyed are already using or are considering using a cloud computing solution, indicating a keen interest in cloud technology.Concerns regarding security and compliance was the number one impediment in adopting a cloud computing solution, followed by loss of control and compatibility. Mr SN Mukherjee, COO, IL&FS put it very eloquently when he explained that “when we send an email, we don't know where it goes… it goes into a cloud. In the case of cloud computing, instead of an email, we’re sending our IT infrastructure into the cloud, which can be unsettling.”An interesting fact is that CISOs, on the other hand, do not take the position that security suggests that the cloud be treated with caution.They recognize the benefits and are working towards a safe and secure migration to the cloud.
  17. One third of CFOs consider themselves responsible for taking the lead in implementing a functional and cost effective cloud computing solution. Most others felt it is the CIO who should be held responsible.Even today, despite distributed decision making, close to 20% still think the CEO should take the lead.