Exchange 2010: Tier Your Workforce, Split Your Domain, Save Money

Ted-Schadler by Ted Schadler

Microsoft today announced the public beta of Exchange 2010. This product is a natural extension and improvement over Exchange 2007 (and anybody on Exchange 2003 should really be looking at it), but it also introduces at least one important new capability: email archiving.

But I'll let my colleagues explain that in more detail. I want to focus today on one aspect of Exchange 2010 that should matter to information and knowledge management professionals at large firms: saving money by moving occasional users to the cloud.

Microsoft's Software + Service strategy has rapidly matured and is native to Exchange 2010. This architecture of a single environment that spans on-premise and cloud-based gives large firms an opportunity to leave some mailboxes on-premise and host others in the cloud to save money without incurring admin hassles.

Exchange 2010 is the first product that Microsoft has engineered to run as well in the cloud as on-premise. That means it will be easier to split your domain and run a single managed environment (meaning one admin console, one archiving management tool set, one legal hold implementation, one message filtering solution) across an on-premise and cloud-based implementation.

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Hello People, BlackBerry Is The Killer Enterprise Device Today

Ted-Schadler by Ted Schadler

Sigh. I guess it was to be expected, but the Apple opinionsphere has been overstating the case for iPhone. Based on the careful research that we did, we do think that iPhone is ready for the enterprise to consider. But that doesn't mean other mobile devices aren't more enterprise-worthy.

And if you you think iPhone case studies are falling out of the trees like acorns in autumn, trust me -- they'renot. It was hard to find three companies willing to talk opening about their iPhone experiences. In fact, it took me almost six months to find those brave souls.

So, let's be clear:

BlackBerry is the dominant mobile device for the enterprise in the US and will be for the foreseeable future. In fact, I wrote about BlackBerry's mobile collaboration platformlast fall. BlackBerry is a great platform for mobile collaboration because of its security, network, manageability, form factor choice, global carrier support, ISV experience, and superior messaging capabilities.

We hear from many Forrester clients that they would have to pry BlackBerrys out of the "cold dead fingers" of their employees. That says something about how important that device is to productivity.

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Key Considerations For SaaS Sourcing

By Liz Herbert

Liz-Herbert

Software-as-a-service (SaaS) continues its rapid growth becoming an increasingly strategic part of firms’ application portfolios. Firms are using SaaS across a wide range of applications from CRM to ERP to IT, for deployments of all sizes, and across multiple geographies. As firms make heavier use of SaaS solutions, CIOs must ensure proper due diligence in the selection process. Although some SaaS still comes in through under the radar screen, business led deployments, centralized groups in IT, sourcing, and vendor management should take ownership of the research, purchasing, negotiations, and ongoing vendor relationships for these solutions.

Forrester suggests CIOs ensure the following considerations in SaaS sourcing:

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The Business Case For A Business Case

Natalie L. Petouhoff, Ph.D. By Dr. Natalie Petouhoff

In covering Customer Service, I have divided the topic into three aspects:

  • “Get the Basics Right”
  • “Understand the Business of Customer Service"
  • “Plan for the Future of Customer Service.”

I just published a document, “How To Win Funding For Your Customer Service Project." Forrester suggests to standardize the process and template for a business case. We use the discipline Total Economic Impact™ to calculate the ROI for an initiative. I’m hearing from a lot of my clients that in order to get their project approved, they need to justify it.

Today I had an inquiry call from a vendor that wanted to know how best to standardize the business justification process. They are finding that they can’t even get a meeting, or if they do, then one of the first sales objections of their clients is, “What is the ROI of this solution?"

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Making iPhone Work In The Enterprise

by Ted Schadler

If you had asked me three years ago whether the mobile industry would become a free-for-all of innovation and opportunity, I would have been forced to sigh and say, "can't see how -- the carriers don't seem interested in unlocking that potential."

I would certainly have been wrong as Apple has so impressively shown with its iPhone strategy (with first AT&T's and now 100s of carrier's support).

After 21 months in market, it's quite clear that Apple is redefining its third industry: first the computer industry, next the music industry, and now the mobile industry. With 25,000 applications (yes, mostly consumer applications today) available on Apple's private store and a reported 800,000,000 downloads, the iPhone has become a new platform for innovation.

At least one major enterprise vendor -- Cisco -- now treats the iPhone ahead of BlackBerry devices as a tier one device, at least as demonstrated by its WebEx and Cisco Call Manager applications.

But enterprises have been slow to adopt the product because of legitimate security and manageability concerns. Perhaps no longer. We found three enterprises willing to talk about their support of iPhone:

  1. Kraft Foods uses iPhone support to signal new suipport for employee culture change. Adding 400 more iPhones a month, on track for 4,000 iPhones by year end.

  2. Oracle Corporation responds to employee demand for iPhones. 4,000 iPhones globally and counting.

  3. An IT senior director at a California-based pharmaceutical company makes iPhone a priority. January 2009 launch, adding 100+ iPhones a month.

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When Were You (Happily) Surprised By Customer Service?

New Security and Risk Podcast - The GRC Technology Puzzle

It’s bad enough when your boss puts you on the spot about a recent project you’ve finished...it’s even more interesting when that conversation is recorded for the general public.

Listen to Research Director Rob Whiteley interview me about one of my recent reports in our new podcast, The GRC Technology Puzzle: Getting All The Pieces To Fit.

For those of you interested in why analysts write the reports they do and how they might have done things differently, our podcasts provide a behind-the-scenes look at what customer conversations, market trends, and other issues motivate our research.

This report specifically tackles the increasingly complicated GRC technology landscape, a market segment that includes literally hundreds of vendors vying for their share of corporate budgets. The highlight is a graphic that illustrates the different categories of technology available on the market and the distinct role they play in a broad GRC program.

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Dislocation Intelligence In A Brutal Economy

James G. Kobielus By James Kobielus

It's painful to see the auto, newspaper, construction, financial services, and so many other formerly vibrant sectors of the world economy go down the proverbial tubes. One of the most nauseating realities is when millions of people lose their jobs, homes, and communities in a seeming blink.

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Healthcare Industry BI Groundhog Day

Boris Evelson By Boris Evelson

I am writing this blog on my way back home from www.himss.org show in Chicago, while a tingly chill crawls down my back. It’s a creepy feeling of déjà vu. Even worse, it feels like the movie Groundhog Day where the main character keeps waking up on the same day, same date, never able to get to tomorrow. Everything he was able to achieve during the day is erased, and he has to do it over, and over, and over again. This was the feeling I got as I walked the show floor and kept asking myself questions such as:

  • Where are the open technology standards?
  • Where is the transparency?
  • Where is the common sense that business requirements, not vendors, dictate the rules?
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My Favorite Use For Metrics: Improving Day By Day

by Mary Gerush

Mary-Gerush During my first year as a Forrester analyst, one widespread pain point has made itself apparent: IT leaders wrestle with the subject of metrics, particularly in these challenging economic times. Most people I talk with are effective at collecting and reporting the basics: project on-time and on-budget performance, application up time, and help desk call statistics. But other measurements are more difficult to engineer. And there are so many things that can be measured; it’s difficult to figure out which ones really matter and are worth the time needed to collect and report them.

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