I'm going to date myself here, but in the early 90's when I was working in IT, I created a new role: "IT Marketing and Services." In defining the role, I was quite deliberate about my choice of words -- especially in the use of "marketing." This role was responsible for all customer-facing aspects of IT -- that included IT business relationship managers (yes we had them back in the early 90's), help desk, training, communications (of the PR kind), demand management and planning. I chose the word "marketing" deliberately to reflect the fact that this was a customer-facing responsibility (both internal IT customers and end-customers of the business from a technology perspective).
Twenty years on, and the number of IT professionals who really understand marketing and recognize the importance of marketing as a key component of IT operating strategy has, if anything, declined. Why?
Often when I ask CIOs today about the role of marketing in IT they are overcome with concern about using the term "marketing" in the context of IT. They believe people across the organization will think there is no role for marketing in IT, and that having anyone with a "marketing" title will suggest IT has too much money. Why does this fundamental misunderstanding of marketing perpetuate throughout organizations? So many otherwise knowledgeable executives think marketing is simply advertising or worse "spin." Do "marketing" job titles in IT really suggest that CIOs are trying to "sell" IT to the rest of the business? I wonder if this is a problem for IT or if it is an issue created by the perception of others outside of IT.
Just attended a Big Data symposium courtesy of IBM and thought I’d share a few insights, as probably many of you have heard the term but are not sure what it means to you.
No. 1: Big Data is about looking out of the front window when you drive, not the rearview mirror. What do I mean? The typical decision-making process goes something like this: capture some data, integrate it together, analyze the clean and integrated data, make some decisions, execute. By the time you decide and execute, the data may be too old and have cost you too much. It’s a bit like driving by looking out of your rearview mirror.
Big Data changes this paradigm by allowing you to iteratively sift through data at extreme scale in the wild and draw insights closer to real time. This is a very good thing, and companies that do it well will beat those that don’t.
No. 2: Big is not just big volume. The term “Big Data” is a misnomer and it is causing some confusion. Several of us here at Forrester have been saying for a while that it is about the four “V’s" of data at extreme scale - volume, velocity, variety and variability. I was relieved when IBM came up with three of them; variability being the one they left out.
Some of the most interesting examples we discussed centered on the last 3 V’s – we heard from a researcher who is collecting data on vital signs from prenatal babies and correlating changes in heart rates with early signs of infection. According to her, they collect 90 million data points per patient per day! What do you do with that stream of information? How do you use it to save lives? It is a Big Data Problem.
At Forrester, we place a great deal of emphasis on relevance and what it means when researching a topic. For the busy executive, it's sometimes difficult to wade through deep lists of operational security metrics and really understand how relevant the information is to the mission of the business. Further to the problem is the need to understand what your metrics say about the security posture of your organization and the health of the business overall.
The draft title of the report I'm currently working on is Information Security Metrics – Present Information That Actually Matters To The Business. In the paper, I plan to focus on the key factors that make security metrics relevant. The idea here is that if people start checking their BlackBerrys and iPhones while you're presenting your report, it's probably time for some new metrics.
Success is the ability to educate positively the C-Level suite in your organization and demonstrate the value you and your information security program provide.
I just finished a final draft of a presentation on information security executive reporting that I and some colleagues will present at the upcoming Forrester IT Forum in Las Vegas. For those of you who want more information on the Forum please see Forrester's IT Forum 2011 in Las Vegas. In this presentation Alissa Dill, Chris McClean and I will present an approach for using the Balanced Scorecard to present security metrics for senior level audiences. For those of you who are not familiar to the Balanced Scorecard, it was originated by Robert Kaplan currently of the Harvard Business School and David Norton as a performance measurement framework that added non-financial performance measures to traditional financial metrics to give managers and executives a 'balanced' view of organizational performance. This tool can be used to:
Align business activities to the vision and strategy of the organization
Improve internal and external communications
Monitor organization performance against strategic goals
NetSuite was kind enough to invite me to the analyst day at its SuiteWorld 2011 user conference — an event packed with product, strategy, customer, and partner information. The focus was clearly on its platform and ERP solutions. Here are my thoughts and takeaways:
NetSuite wants to ride the SaaS wave into the enterprise. NetSuite is the only SaaS-based ERP suite of scale. It reports that its data centers get 2.2 million unique logins and 4 billion customer requests a month. However, NetSuite wants to do better. It wants to take its well-tested and well-adopted solution in the midmarket and extend into the enterprise. The timing is right, as Forrester reports that enterprises are ready to consider SaaS-based ERP solutions. In fact, NetSuite reports that sales to enterprise customers increased 37% between 2009 and 2010.
NetSuite has a solution package targeted at the enterprise. NetSuite announced a new “Unlimited” package for about $1 million, which includes all modules, unlimited storage, applications, SuiteCloud customizations, subsidiaries, and unlimited users. The exact pricing is based on functionality and number of users (which starts at 500), and scales up from there. It is a package targeted to compete with traditional on-premise ERP vendors as well as SAP’s on-demand solution, Business ByDesign.
With Microsoft's plan to acquire Skype for $8.5 billion, Steve Ballmer is doing a Jason Voorhees in Crystal Lake. Let me explain. Microsoft failed miserably at mobile. While the boys and girls in Redmond were contemplating how to put the "Start" menu on a phone, Steve Jobs was cleaning mobile clocks with the iPhone. But, like all great competitors, Microsoft knew they lost it. So they started from scratch. The result: Windows Phone 7. In my opinion, an awesome mobile platform on a par with iPhone, albeit with a lot less cultural cachet. The problem: The momentum favors iPhone and Android. Microsoft needs an ace card. Ballmer, potentially, found an ace card in Skype.
With 633 Million Users, Skype Is A Communication Juggernaut
Skype is not a phone. It's a way to see your three-year-old granddaughter, connect with your adult children, or make sure your family is safe 4,000 miles away. And, it's mostly free. Of the 633 million users, fewer than 8 million are paying users. No matter. What is important is that many of these users would love to make free calls on a mobile phone.
Monday was yet another announcement-filled day in what seems to be the year that mobile takes center stage for application developers. While the U.S. Congress was grilling Apple and Google executives about their privacy practices, Microsoft was buying Skype, and Google was making a slew of announcements including information about Ice Cream Sandwich, the next version of Android. Mobile strategy is high on everyone’s list: It’s a refrain I hear every week in the client inquires I take. The shift to mobile is big — as big as anything I’ve seen since the early days of client-server. If the arrival rate of my inquires is any indication, it’s bigger than the move to implement SOA and it’s faster than the embrace of open source software. It’s ironic that both have a part to play in incorporating mobile apps into enterprise infrastructure. In some ways, they are key contributors to the perfect storm we’re in now.
But as big as mobile seems now, I’m not sure that IT professionals are thinking big enough. I’ll be moderating a keynote panel at IT Forum with some of Forrester’s best thinkers in the mobile space, and as I’ve been reviewing some of their slides I find that they’re expanding my vision of just how profound the changes we're going through are going to be. These are some of the issues we’ll be discussing:
I'm not going to comment on the $8.5B purchase price, though I'm sure Marc Andreesen's investment company is happy with their return. And I'm not going to comment on the impact on Xbox, Hotmail, and Live.com. And I don't think this has anything to do with Windows Mobile.
But I am going to comment on the impact of the deal on the enterprise, and specifically on content and collaboration professionals responsible for workforce productivity and collaboration. When you strip it down to its essence -- Skype operating as a separate business unit reporting to Steve Ballmer -- here's what you need to know about the Skype deal:
First, Microsoft gets an important consumerization brand. Skype is a powerful consumer brand with a reported 600+ million subscribers. But it's also a "consumerization brand," meaning that it's a valuable brand for people who use Skype to get their jobs done. Consumerization of IT is just people using familiar consumer tools to get work done. It's a force of technology-based innovation as we wrote about in our book, Empowered: Unleash Your Employees, Energize Your Customers, Transform Your Business. Google and Apple and Skype have dominant consumerization brands. Microsoft does not. Until now. And as a bonus, Google doesn't get to buy Skype. And more importantly, neither does Cisco.
Companies often demand to know what their peers in a particular vertical market are doing within the realm of information security before making new decisions. “We’re in retail” or “healthcare” or “financial services” they will say, “and we want to do what everyone else in our industry is doing.” Why? The TCP/IP revolution has changed everything, including how vertical markets should be viewed. In the old analog world, you could define yourself by your product or service, but no longer. Today it doesn’t matter if your company sells plastic flowers or insurance — what defines you is your data and how you handle it.
When advising Forrester clients on InfoSec, the first question I ask is, “what compliance mandates are you under?” Like it or not, compliance determines how data is handled and that defines your vertical in our data-driven society. For example, I often say that, “PCI is the world’s largest vertical market.” It is a single global standard that affects more companies than not. You may think you are a hotel and your vertical is hospitality, but if you handle credit cards your real vertical — from a data perspective — is PCI.
Data defines markets. Look at your data, your transactions, and your process, and map them to your compliance initiatives. That will determine your digital — not analog — vertical. Using this measure, you can determine your security baseline and compare yourself to companies who must handle data in the same manner as you to help guide your security decisions.
Supporting non-BlackBerry mobile devices is a priority for every company I speak with these days. Regardless of industry and size, firms are bringing in mobile device management (MDM) solutions alongside their BES to manage the increasing number of Android and iOS devices that are in their employees’ hands.
Now let’s be clear, even with these MDM solutions in place I&O professionals should not expect the same levels of security and management for Android and iOS that they’ve come to know on BlackBerry with a BES, yet. Ultimately these MDM solutions are limited by Apple and Google’s APIs, but eventually they will have all of the necessary components to challenge RIM’s position as the enterprise mobile device, especially as more companies allow personal devices inside their networks.
RIM is obviously putting a lot of work into combating the market share erosion it’s seeing in the hardware and platform space, but what about device management? With well over 25 vendors in the MDM space currently, the fight is on for who will manage mobile devices moving forward. Cue RIM’s announcement last week at BlackBerry World stating that it will expand BES and BES Express support to include both Android and iOS devices later this year, you can feel the other MDM vendors collectively shudder.