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1 Global Headquarters: 5 Speen Street Framingham, MA USA P F W H I T E P A P E R L e v e r a g e R e c o r d s M a n a g e m e n t B e s t P r a c t i c e s t o O p t i m i z e M i c r o s o f t S h a r e P o i n t D e p l o y m e n t s Sponsored by: Iron Mountain Corporation Vivian Tero March 2012 I D C O P I N I O N This white paper discusses the findings of an IDC Web survey among IT professionals about their organization's current and planned MS SharePoint 2010 implementations. IDC finds that the failure of organizations to incorporate basic records management practices during their broad MS SharePoint implementations often leads to less-than-stellar returns on their efforts to achieve their regulatory compliance, legal discovery, corporate governance, and operational objectives. IDC finds that less than 20% of organizations have completed their MS SharePoint 2010 deployments. This means that organizations still have opportunities to strategically execute their deployments so that they are able to take advantage of the full capabilities of the platform and realize better returns on their investments. IDC offers the following recommendations to organizations that are in the process of migrating to or deploying the platform: Incorporate basic records management practices at the onset. Include policies and practices for classification, policy enforcement across SharePoint content and its physical counterpart, and inventory and disposition of inactive records. Create a multifunctional SharePoint governance steering committee to coordinate efforts and drive opportunities for leverage across broader corporate initiatives. Increase the engagement of records management in the steering committee. Ensure that governance standards include not only records management but also policies and protocols for life-cycle management, security, and IT infrastructure management of the SharePoint platform. Given the dynamic nature of the SharePoint platform, plan for managing risks, retention and disposition, and audit and compliance monitoring associated with emerging use cases for SharePoint and from new content types (such as social media applications). M E T H O D O L O G Y This IDC study examines the results of quantitative research on current and future records management practices for MS SharePoint 2010 from the perspective of the IT professional. A total of 100 panelists participated in the Web survey, a statistically significant sample. Panel members were recruited from organizations with at least $750 million in annual revenue in 2011 in the following industries: banking, finance and insurance; manufacturing and retail; biotechnology, life sciences, healthcare, and

2 pharmaceuticals (healthcare and life sciences); and critical infrastructure, including energy and natural resources, utilities, and telecommunications. To qualify for the survey, the organizations had to have ongoing, planned, or completed implementation of MS SharePoint 2010, where the implementation was done at a line-of-business (LOB), country, regional, or enterprise level. Organizations with team- or department-level implementations were excluded from the study. The Web survey was conducted from mid-december 2011 to early January Note: Demographic survey data is provided in the Appendix section of this document. I N T H I S W H I T E P A P E R From mid-december 2011 to January 2012, IDC conducted a Web survey among IT professionals with responsibilities for making, influencing, architecting, developing requirements for, or implementing technology solutions associated with their MS SharePoint 2010 implementation. The study sought to gauge the adoption of records management practices as well as the benefits from incorporating records management practices in an organization's MS SharePoint 2010 implementation. The findings in the study point to the following major issues: MS SharePoint 2010 offers advanced data management capabilities, but IDC finds that the inability of organizations to incorporate basic records management practices stymies efforts to achieve regulatory compliance, legal discovery, corporate governance, and operational objectives. Organizations that are in the process of migrating to or deploying MS SharePoint 2010 should consider taking advantage of the advanced capabilities in tandem with basic records management practices. Having a multifunctional steering committee would drive opportunities for leverage across broader corporate initiatives. The emergence of new content types (such as social media applications) is creating new retention management and governance challenges for organizations migrating to or deploying MS SharePoint S I T U A T I O N O V E R V I E W The IDC survey of IT professionals about their organization's MS SharePoint 2010 initiatives finds the following trends: The majority of organizations are in the early stages of their MS SharePoint 2010 initiatives, with most seeking to deploy the platform throughout the enterprise. Organizations were looking to employ MS SharePoint 2010 to solve classic records management challenges in addition to enabling collaboration and productivity, as well as supporting compliance and legal requirements. 2 # IDC

3 Organizations that are planning enterprisewide deployments without employing an enterprisewide steering committee risk project failure. Most organizations have relatively advanced records management practices for legacy MS SharePoint content, but the introduction of new use cases and applications presents compliance and efficiency risks for which few have planned. These trends are discussed in depth in the subsequent sections. C u r r e n t S t a t e o f M S S h a r e P o i n t A d o p t i o n The majority of organizations are in the early stages of their MS SharePoint 2010 initiatives, with most seeking to deploy the platform throughout the enterprise (see Figure 1). F I G U R E 1 B r e a d t h o f P l a n n e d M S S h a r e P o i n t D e p l o y m e n t s Only specific countries or regions (5.0%) Only specific lines of business (13.0%) Companywide (82.0%) As shown in Figure 2: 18% of the panelists have completed their new MS SharePoint 2010 deployment. 55% are in the process of migrating from MS SharePoint 2003/ % are in the process of a new MS SharePoint 2010 deployment IDC #

4 F I G U R E 2 P h a s e o f M S S h a r e P o i n t I n i t i a t i v e Migrating from SharePoint 2003/2007 to SharePoint Deploying (new implementation) 27 Completed implementation (% of respondents) O r g a n i z a t i o n s A r e D e p l o y i n g M S S h a r e P o i n t t o S o l v e C l a s s i c R e c o r d s M a n a g e m e n t C h a l l e n g e s The IT panel was provided with 10 options and instructed to select the top 3 business priorities that underpinned their current MS SharePoint 2010 initiatives (see Figure 3). The selected priorities suggest that organizations were looking to employ MS SharePoint 2010 to solve classic records management challenges. The top 5 most frequently mentioned priorities (in order) are: Improve internal collaboration and knowledge management and enhance employee productivity Use as a content management application to enhance control and governance of electronic records Enable consistent enforcement of records management and information life-cycle policies across digital content and its paper-based counterpart Realize cost savings and lower TCO for collaboration tools Provide a platform for information sharing and collaboration with business partners 4 # IDC

5 (% of respondents) F I G U R E 3 T o p 5 P r i m a r y B u s i n e s s M o t i v a t i o n s f o r M S S h a r e P o i n t D e p l o y m e n t s Improve internal collaboration and knowledge management and enhance employee productivity Use as a content management application to enhance control and governance of electronic records Enable consistent enforcement of records management and information life-cycle policies across digital content and its paper-based counterparts Realize cost savings and lower TCO for collaboration tools 10 0 Provide a platform for information sharing and collaboration with business partners IDC also asked the panelists to indicate how they intend to use or were using MS SharePoint 2010 by selecting the top 3 use cases (see Figure 4). The trends validate and reinforce the business priorities illustrated in Figure 3. As shown in Figure 4, the top 3 use cases focus on enhancing collaboration and information transparency, realizing process efficiencies, and enforcing compliance with business practices through automation IDC #

6 F I G U R E 4 P r i m a r y U s e C a s e f o r M S S h a r e P o i n t Secure collaboration and workspaces 33 Dashboard, reporting, and business intelligence 23 Business process management and workf low automation 18 Intranet portals, extranet/partner portals, Web sites, social networking, and corporate blogs 15 Content archive 6 Capture and management of paper-based records (% of respondents) O r g a n i z a t i o n s R i s k P r o j e c t F a i l u r e D u e t o t h e A b s e n c e o f a S t e e r i n g C o m m i t t e e As noted in the previous section, the majority of organizations cite classic records management challenges as key priorities for their MS SharePoint 2010 deployments. Although 82% of the panelists are planning enterprisewide deployments, only 57% have steering committees to govern their MS SharePoint 2010 implementation. This means that 43% are conducting their implementations in the vacuum of broader IT, operational, and corporate governance objectives (see Figure 5). 6 # IDC

7 F I G U R E 5 P r e s e n c e o f a P r o j e c t S t e e r i n g C o m m i t t e e Don't know (4.0%) No (39.0%) Yes (57.0%) Impact of Steering Committees on MS SharePoint 2010 Migration Most organizations have complex operational, compliance, and risk management objectives. The absence of a steering committee to oversee potential conflicts and resource constraint requirements, as well as identify opportunities for alignment and leverage, impacts an organization's ability to address the most common implementation challenges. Organizations that do not have steering committees are most likely to cite the following business challenges: 1. Design, configuration, and automation of compliance and ediscovery workflows 2. Inability to efficiently manage and access paper-based information 3. Inability to support fast and large volume data capture of image/scanned documents and to use and enforce classification policies consistently across sites/locations Organizations that do not have steering committees are most likely to cite the following technical challenges: 1. Inability to manage IT and storage operations to address aggressive data volume growth 2. Inability to effectively support data protection and disaster recovery requirements 3. Lack of automated practices for preservation and collection of new data formats 2012 IDC #

8 IDC finds that organizations with steering committees are four times as likely to report that they have made plans to address all of their prior impediments during their MS SharePoint 2010 implementation. Table 1 presents the challenges mentioned most frequently during MS SharePoint 2010 implementations. T A B L E 1 P r i m a r y C h a l l e n g e s E n c o u n t e r e d D u r i n g M S S h a r e P o i n t P r o j e c t (% of Respondents) Configuring and automating business process workflows for compliance and ediscovery purposes 43 Searching, collecting, and preserving the correct types and amounts of potentially relevant information in SharePoint 37 Knowledge of how to manage records versus information that is not a record on SharePoint sites 36 Using and enforcing classification policies consistently across sites/locations 35 Lack of a records classification scheme 30 Lack of control over SharePoint site design/creation 29 Documenting chain of custody and data ownership for electronic record 29 Knowledge of how to support speed and volume requirements to scale site for usage 29 Knowledge of how to retire sites/information on sites 26 N e w C o n t e n t A p p l i c a t i o n s a n d S h a r e P o i n t U s e C a s e s P r e s e n t C o m p l i a n c e a n d E f f i c i e n c y R i s k s Organizations Need to Adopt Records Management Practices for Emerging SharePoint Applications and Use Cases A significant proportion of the IT panel comes from organizations that have existing records management policies for the core legacy SharePoint applications. However, content from new applications, such as social media, blogs, and wikis, represents the Wild West for most organizations, as only 46% of the panelists have employed records management practices for these new content types (see Figure 6). These trends are consistent across organizations regardless of the presence or absence of a SharePoint steering committee. IDC finds that organizations from the financial 8 # IDC

9 (% of respondents) services and critical infrastructure sectors are most likely to enforce records management in their social media and corporate blogs. Organizations need to keep in mind that legal and regulatory rules, such as the U.S. Federal Rules of Civil Procedure for Electronic Discovery and FINRA Regulatory Notice and emerging regulations around data privacy, are application agnostic. These regulations tend to cover all electronically stored information (ESI). The failure of organizations to address the capture, retention, and disposition of data that is generated from emerging and future applications represents future legal, security, and regulatory liabilities. Organizations therefore must develop and adopt best practices for the management of data from emerging SharePoint applications. Core to this practice is having a framework for reviewing and tagging content from emerging applications. (For more information on this topic, see the subsequent section.) F I G U R E 6 R e c o r d s M a n a g e m e n t P o l i c i e s f o r M S S h a r e P o i n t A p p l i c a t i o n s Intranet portals, extranet/partner portal, corporate Web site Secure collaboration and workspaces Content archive Business process management and workf low automation Dashboard, reporting, and business intelligence Corporate presence in social media and corporate blogs 2012 IDC #

10 Organizations Need to Review and Tag Content from Emerging SharePoint Applications The majority of panelists currently conduct content review and tagging to support their records management, compliance, and security policies. As shown in Figure 7, content review and tagging are standard practices for common business applications such as office productivity documents; forms, templates, and workflows; scanned documents; and . This trend is consistent across industries. The results also suggest that the practice of content review and tagging for compliance, records management, and security is not prevalent for emerging SharePoint applications such as social media streams, wikis, and blogs. Organizations should seriously consider adopting review and tagging protocols for these emerging SharePoint applications, as these environments are becoming more ubiquitous in corporate networks. IDC finds that organizations from the pharmaceutical, life sciences, and healthcare sectors are most likely to have ongoing programs to review and tag content from new SharePoint applications. Enterprise social media initiatives are typically the purview of the marketing and sales functions. To support broader governance and risk management objectives, an organization should encourage its SharePoint steering committee to work closely with the key stakeholders who spearhead its social media programs. This will ensure that compliance, security, and risk management considerations are incorporated at the onset and not addressed following deployment. F I G U R E 7 C o n t e n t R e v i e w a n d T a g g i n g f o r R e c o r d s M a n a g e m e n t, C o m p l i a n c e, a n d S e c u r i t y Of f ice productivity documents 90 Forms, templates, and workflows Scanned (paper-based) documents Social media streams Blogs (% of respondents) 10 # IDC

11 F U T U R E O U T L O O K MS SharePoint 2010 offers organizations opportunities to manage records and information in a different way. Organizations should consider incorporating records management practices and leverage the advanced management capabilities offered by MS SharePoint during planning, design, deployment, and implementation. Doing so would enable organizations to realize operational efficiencies, enforce policies consistently and effectively, and manage risks. Best practices are as follows: Have a SharePoint governance steering committee and develop governance standards. Ensure that records managers are deeply engaged at the onset. Inventory MS SharePoint sites and electronic content for inactive records. Leverage MS SharePoint 2010 capabilities to enforce retention and disposition policies for inactive records. Use SharePoint to harmonize records management protocols across digital and paper-based records. Plan records management practices for emerging use case and applications. The subsequent sections discuss these best practices. H a v e a S h a r e P o i n t G o v e r n a n c e S t e e r i n g C o m m i t t e e a n d D e v e l o p G o v e r n a n c e S t a n d a r d s a n d P r a c t i c e s Organizations should consider creating a governance steering committee to oversee and develop standards and policies for SharePoint content, security, and infrastructure management and administration. Organizations that are in the process of migrating to or deploying MS SharePoint 2010 are defining policies and protocols that describe critical management and administration activities. The presence of a steering committee would enable the harmonization of policies and practices across functional domains and business units, as well as minimize potential policy conflicts and overlapping efforts. It also helps facilitate the framework for sharing and prioritizing organizational resources. Table 2 summarizes the current adoption of best practices around SharePoint management and administration. Readers should note that organizations with SharePoint steering committees are more likely to have governance standards and practices around security standards; content life-cycle management; creation, provisioning, and deprovisioning of SharePoint sites and subsites; and ediscovery and litigation response. IDC also finds that: Governance standards around infrastructure management issues such as application and hardware decommissioning and upgrades appear to be independent of the steering committee IDC #

12 Organizations from the pharmaceutical, life sciences, and healthcare sectors have room for improvement in the areas of access governance and the provisioning and deprovisioning of SharePoint sites. Organizations from the manufacturing and retail sectors are most likely to need enhancements to their existing ediscovery and litigation response practices. T A B L E 2 G o v e r n a n c e S t a n d a r d s a n d P r a c t i c e s f o r M S S h a r e P o i n t C o n t e n t, S e c u r i t y, a n d I n f r a s t r u c t u r e M a n a g e m e n t (% of Respondents) Definition and maintenance of security standards within SharePoint 85 Data recovery and business continuity 84 Creating content and managing the information life cycle 83 IT infrastructure projects 79 Provisioning access and allowed actions 78 Application and hardware upgrades 74 Application and hardware decommissioning 73 Creating and provisioning/deprovisioning of SharePoint accounts, sites, and subsites 73 ediscovery response and data preservation 70 Business SLAs, IT resource allocation, and resource throttling 70 Evolving Role of Records Managers Among the 57 panelists whose organizations have SharePoint steering committees, 33 selected records management as one of the key functions that are actively involved in SharePoint governance. According to this panel, the top 3 responsibilities of the records managers are to: Advise on using records center and records management strategies for centralized metadata management and content taxonomies Define policies, best practices, and methodologies for SharePoint governance operations 12 # IDC

13 Define business process and technical requirements during the IT architecture planning, implementation, and rollout Planning and pre-implementation and pre-deployment activities are critical in mitigating implementation risks and in driving the adoption of a records management aware culture. There is an opportunity to extend the role of records management to support these activities by having record managers actively engaged in the steering committee. Records managers should be leveraged in the selection of third-party applications and implementation partners, as well as in the development of launch materials for policy creation and the identification of records tags and metadata fields for content classification. I n v e n t o r y M S S h a r e P o i n t S i t e s a n d E l e c t r o n i c C o n t e n t f o r I n a c t i v e R e c o r d s As Figure 8 shows, 76% of the panelists conducted a survey of their existing SharePoint sites and electronic content for inactive records prior to the migration to and implementation of MS SharePoint F I G U R E 8 S u r v e y e d E l e c t r o n i c C o n t e n t f o r I n a c t i v e R e c o r d s P r i o r t o M S S h a r e P o i n t M i g r a t i o n a n d I m p l e m e n t a t i o n Don't know (7.0%) No (17.0%) Yes (76.0%) The study also finds that 67% of the panelists are taking advantage of existing inventory and records management policies to prioritize their data migration strategies to MS SharePoint 2010 (see Figure 9). Organizations from the financial services sectors are most likely to have this as a standard operating practice. It is interesting to note that there is a 9-point gap between the percentage of panelists who inventory 2012 IDC #

14 their electronic content and the percentage of those who correlate inventory information regarding inactive records with records management policies to frame its migration. F I G U R E 9 L e v e r a g e E x i s t i n g I n v e n t o r y a n d R e c o r d s M a n a g e m e n t P o l i c i e s t o P r i o r i t i z e M S S h a r e P o i n t M i g r a t i o n Don't know (7.4%) No (25.9%) Yes (66.7%) L e v e r a g e M S S h a r e P o i n t C a p a b i l i t i e s t o L e g a l l y E n f o r c e R e t e n t i o n a n d D i s p o s i t i o n P o l i c i e s MS SharePoint 2010 offers advanced capabilities that would enable organizations to better meet their compliance, ediscovery, security, and business objectives. These advanced capabilities include: New in-place records management and improvements to the records management center Enhanced capabilities for managing audio, video, and image content types Enhanced ability to define content types and reuse them across site collections and farms Enhanced usage reporting and logging that allows for the creation of custom reports through third-party applications (The application also offers content organizer and compliance details to demonstrate support for compliance and ediscovery.) 14 # IDC

15 FAST search that enhances the scalability and includes metadata extraction, visual search, and advanced linguistics (SharePoint 2010 offers enhanced support for terms and keywords and a new managed metadata service and better tagging features.) Enhanced collaboration that allows for tagging of content and provides enhanced blog authoring capabilities (A new group of authentication features use distribution lists and organizational directories for creating wikis. The application also allows calendars from MS Exchange Server to merge with SharePoint calendars.) Enhancements to BCS (Business Data Connectivity Service [BDC] for MS SharePoint 2007 has been renamed Business Connectivity Services [BCS] in MS SharePoint BDC was designed to connect SharePoint with business applications and other external data, including information in Web 2.0 services such as blogs and wikis. The 2010 BCS is designed to be power user friendly and allows read/write capability so that a user can read as well as update external data sources.) Organizations that incorporate records management into their SharePoint 2010 deployments have an opportunity to take advantage of the advanced capabilities and the intelligence gleaned from the inventory of electronic content and legacy SharePoint sites to legally dispose of nonrecords and inactive records during migration and deployment. For now, a little over one-third of the sample population is leveraging these enhanced features. Figure 10 illustrates the distribution of responses when the panel was asked about the treatment of legacy content from content management and SharePoint (2003/2007) platforms. The results show that: 36% of the panelists are currently adopting protocols to actively dispose of inactive records and selectively migrate legacy SharePoint content into their new MS SharePoint 2010 platform. Organizations that have a SharePoint governance steering committee are most likely to identify and dispose of inactive records. 45% migrated all the content from the legacy SharePoint sites and other enterprise content repositories. 18% kept all the legacy content in the original SharePoint sites, with the organization now supporting multiple versions of the application. Organizations that do not have a SharePoint governance steering committee are most likely to migrate all content or maintain multiple versions of the SharePoint platform. The inability of most members of the panel (63% of the sample population) to dispose of inactive records during their MS SharePoint 2010 implementation speaks to weaknesses in their current records management protocols around retention and disposal. It also suggests that some organizations may be using older versions of SharePoint as the backup repositories of their electronic records. The inability to dispose of inactive records taxes the performance of the application and leads to 2012 IDC #

16 additional costs associated with storage and data protection operations. The more difficult risks for most organizations to quantify are the hidden ediscovery liabilities that stem from inconsistent enforcement of retention and records management policies. F I G U R E 1 0 D a t a M a n a g e m e n t o f L e g a c y S h a r e P o i n t C o n t e n t D u r i n g MS S h a r e P o i n t I m p l e m e n t a t i o n Migrated both content from MS SharePoint sites and other content management repositories (12.0%) Kept ALL content from prior MS SharePoint sites in the original application and now maintaining multiple versions of SharePoint (18.0%) Don't know (1.0%) Migrated ALL content from prior MS SharePoint sites (33.0%) Disposed of inactive, outdated records and selective migration of content from prior SharePoint sites (36.0%) H a r m o n i z e R e c o r d s M a n a g e m e n t A c r o s s M S S h a r e P o i n t C o n t e n t a n d P h y s i c a l R e c o r d s Sound records management hinges on practices that would enable an organization to classify and manage both SharePoint content and its physical record counterpart more consistently. The practice should also support centralized management of onsite and offsite documents as well as legal hold and retention management and offer centralized access to physical and SharePoint versions of documents. IDC finds that the MS SharePoint 2010 implementation pushes this agenda through a joint solution with robust third-party records management applications. Consistency in Records Classification Figure 11 shows the current state of records classification practices across SharePoint content and physical records. IDC finds that the organizations in the panel are relatively mature in this area, with 69% claiming current capabilities to support this practice. Organizations with SharePoint governance steering committees and from the financial services sectors are most likely to deliver these capabilities. The 16 # IDC

17 manufacturing and retail sectors, as well as the critical infrastructure sector, will have a lower proportion of organizations with these capabilities. F I G U R E 1 1 P r a c t i c e s f o r C o n s i s t e n t C l a s s i f i c a t i o n S c h e m a A c r o s s D i g i t a l a n d P h y s i c a l R e c o r d s Don't know (6.0%) No (25.0%) Yes (69.0%) Consistency in Records Retention and Disposition Protocols Figure 12 shows the current state of records retention and disposition protocols across SharePoint content and physical records. IDC finds that 72% of organizations in the panel claim to have protocols that support the consistent enforcement of retention and disposition policies across the SharePoint content and its physical record counterpart. Organizations with SharePoint governance steering committees are most likely to have these protocols in place. Financial services leads the way in terms of the number of adopters, while manufacturing, retail, and critical infrastructure organizations will have a lower proportion with existing capabilities IDC #

18 F I G U R E 1 2 C o n s i s t e n t D i s p o s i t i o n a n d R e t e n t i o n P r o t o c o l s A c r o s s D i g i t a l a n d P h y s i c a l R e c o r d s Don't know (5.0%) No (23.0%) Yes (72.0%) D e v e l o p a n d E x e c u t e R e c o r d s M a n a g e m e n t P r o t o c o l s f o r E m e r g i n g S h a r e P o i n t U s e C a s e s As noted in the previous sections, SharePoint 2010 offers enhanced capabilities to connect SharePoint with business applications and external data. However, only 46% of the panelists have existing records management policies that govern the management and disposition of these new content types. Emerging legal, security, and regulatory mandates are application agnostic, so it is only prudent for organizations to extend their records management practices to cover these emerging areas. C O N C L U S I O N Today, the majority of organizations are in the early stages of their MS SharePoint 2010 initiatives, with most seeking to deploy the platform throughout the enterprise. These organizations are employing MS SharePoint 2010 to solve classic records management challenges. However, many organizations run the risk of failing to realize the business objectives they set for these deployments. Such risk stems from the absence of a comprehensive planning, deployment, implementation, and migration strategy that incorporates records management best practices. Even organizations with relatively advanced records management practices struggle in extending their records management practices to address new SharePoint applications (such as social media, wikis, and blogs). Organizations that have taken steps to incorporate records management in their MS SharePoint 2010 programs are employing the following best practices: 18 # IDC

19 Have a SharePoint governance steering committee. In addition to coordinating the enterprisewide records management program, the steering committee will facilitate the development of governance standards around content creation, lifecycle management, security, and application and infrastructure management and administration. Leverage the expertise of the records management function. Inventory MS SharePoint sites and electronic content for inactive records. Ensure records management classification, retention, and disposition protocols are consistent across SharePoint content and its paper-based counterpart. Leverage MS SharePoint 2010 capabilities to enforce retention and disposition policies for inactive records. Develop and execute records management for emerging SharePoint use cases and new content types because the content not the media or application determines a record. Leverage the steering committee to harmonize new initiatives (such as an enterprise social media program) with the SharePoint deployment. Incorporating records management practices and leveraging the advanced management capabilities offered by MS SharePoint during planning, design, deployment, and implementation would enable an organization to realize operational efficiencies, enforce policies consistently and effectively, and manage risks. A P P E N D I X I T P a n e l D e m o g r a p h i c I n f o r m a t i o n Figures present demographic information about the IT panelists who participated in this study. F I G U R E 1 3 I T P a n e l b y I n d u s t r y S e c t o r Other (12.0%) Finance (22.0%) Critical infrastructure (16.0%) Life sciences and healthcare (14.0%) Manufacturing/retail (36.0%) 2012 IDC #

20 F I G U R E 1 4 B r e a d t h o f M S S h a r e P o i n t I m p l e m e n t a t i o n Only specific lines of business (13.0%) Only specific countries or regions (5.0%) Companywide (82.0%) F I G U R E 1 5 I T P a n e l b y R e v e n u e Greater than $10 billion (21.0%) $500 million to $749 million (9.0%) $750 million to $1 billion (12.0%) $5 billion to $10 billion (18.0%) $1 billion to $2.5 billion (24.0%) $2.5 billion to $5 billion (16.0%) 20 # IDC

21 F I G U R E 1 6 I T P a n e l b y T i t l e / R o l e Security admin/manager (9.0%) IT storage director/vp/senior VP/architect (5.0%) IT storage admin/manager (8.0%) IT operations/datacenter operations (38.0%) Application admin/manager (11.0%) Network admin/manager (13.0%) IT /datacenter operations admin/manager (16.0%) C o p y r i g h t N o t i c e External Publication of IDC Information and Data Any IDC information that is to be used in advertising, press releases, or promotional materials requires prior written approval from the appropriate IDC Vice President or Country Manager. A draft of the proposed document should accompany any such request. IDC reserves the right to deny approval of external usage for any reason. Copyright 2012 IDC. Reproduction without written permission is completely forbidden IDC #

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