How Eneco's Enterprisewide BI and Performance Management Initiative Delivered Significant Business Benefits
|
|
- Arthur Carroll
- 8 years ago
- Views:
Transcription
1 Research Publication Date: 13 June 2008 ID Number: G How Eneco's Enterprisewide BI and Performance Management Initiative Delivered Significant Business Benefits Nigel Rayner Eneco was faced with significant business challenges due to industry deregulation, so it implemented an enterprisewide business intelligence (BI) and performance management solution to manage through these challenges, improve customer service and deliver on its strategic objectives. This generated many tangible and intangible benefits, and the project was one of the finalists for Gartner's 2008 BI Excellence Award (see Note 1). Key Findings Eneco has been able to create a BI and performance management solution that spans from the senior management team through the different business units down to individual employees. Individual targets are linked to strategic objectives through cascaded scorecards. This has delivered significant benefits. The data warehouse is used to provide a foundation for consistent reporting of financial and operational data. This eliminates time-wasting discussions about whose data is correct. Eneco standardized on BI tools from Cognos to enable maximum leverage of skills and resources. The BI competency center (BICC) was an important factor in Eneco's success, and forms a foundation for delivering additional capabilities to expand the scope of the solution. Recommendations Organizations considering balanced scorecard deployments should ensure that the scorecards are not restricted in use to the top levels of management. This means that a framework of performance metrics must be established that links strategic objectives with operational activities. Executive management sponsorship is key. This includes having a clearly articulated strategy that can be managed through a performance management system. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner's research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.
2 WHAT YOU NEED TO KNOW Implementing a major BI and performance management strategy will gain management attention when an organization is faced with a major business challenge. The deregulation of the energy industry in the Netherlands in 2004 placed Eneco in a more-challenging business environment, forcing it to restructure the business. Eneco had a patchwork of operational applications, so deploying a BI and performance management solution based on a data warehouse enabled the company to create consistency between financial and operational data without having to restructure the operational systems. Eneco then implemented analytic applications that leveraged this foundation to provide an enterprisewide performance management environment based on the balanced scorecard methodology. Unlike many companies that adopt the balanced scorecard concept, Eneco was able to link strategy management with operational execution by embedding the methodology in a sophisticated software solution. This leveraged a common definition of key performance indicators (KPIs) that were held in a central repository and linked through the scorecards to provide an enterprisewide metrics framework. This approach is a great example of how to implement a comprehensive BI and performance management strategy. Organizations starting out on the BI and performance management journey should learn from Eneco's success. CASE STUDY Introduction Eneco is one of the three leading energy companies in the Netherlands. It was founded in January 1995 from a merger of Energiebedrijf Rotterdam and Energiebedrijf Dordrecht. The name ENECO stood for "ENErgy and COmmunications," which referred to the business of two of the merging parties: energy distribution and the operation of communication cable networks. In 2000, the cable operator UPC Netherlands took over all telecommunications operations. From that point on, ENECO was dedicated to supplying energy in the form of gas, electricity, heat and, to a lesser extent, cooling. In July 2000, ENECO merged with six regional energy companies, and another two energy companies were added to ENECO from later takeovers. In 2003, Remu, which supplied the Utrecht area, was bought and integrated into ENECO Energie. In 2008, the company introduced a sustainable strategy and a corresponding new corporate style. The name of the company was changed from ENECO Energie to Eneco. Eneco now has approximately 5,300 employees. The head office, the core companies and the business units are located in Rotterdam: Several offices are located in other parts of the Netherlands. The shares of Eneco are held by 61 Dutch municipalities. Eneco has approximately 2 million customers, and revenue in 2007 totaled 4.5 billion, with a net profit of 426 million. The Challenge In 2004, the deregulation of the Dutch energy sector opened up the market to competition and mandated a series of complex intercompany operating conditions. From a customer perspective, deregulation divided Eneco (and the other energy companies) into a network transport company that delivers energy to customers, and a supply company that sells energy to its customers competitively. The company had to change its business model from focusing simply on delivering energy to delivering profitable revenue growth. This meant it had to reorganize the way it did Publication Date: 13 June 2008/ID Number: G Page 2 of 6
3 business, focusing business goals on operational excellence and outperforming the competition in growing and retaining profitable customers. To do this, Eneco had to adopt a retention-based customer strategy with a focus on growing customer profitability, but its existing systems did not provide sufficient insight into the customer base. The history of Eneco's evolution meant it had many legacy systems, temporary applications and disparate data sources, making it difficult to provide management insight into the business, get a holistic view of the customer or provide any early indicators of customers likely to switch suppliers. Eneco also had to replace its regionally focused, horizontally oriented business unit view of performance with national, vertical-market-oriented divisions each responsible for its own profit performance. Approach Eneco started initially with two pilot projects that showed the value of BI. By extracting data from the billing system and contact center into a data warehouse, the BI team was able to provide analysis that identified issues in the collection process and the way calls were managed in the contact center. This allowed for improvements in the processes, which led to a reduction in accounts receivable and improved call handling in the contact center. No strategic BI tools had been deployed: In most cases, the analysis from the data warehouse was done using Excel pivot tables. However, the success of these projects strengthened the case to deploy BI more strategically within Eneco. In 2002, Eneco adopted the balanced scorecard as a management methodology, but this was a paper-based, manual system. The BI team proposed the creation of a performance management solution in a more structured and integrated manner based around the balanced scorecard concept. The goal was to link strategic operational measures to financial outcomes in a solution that leveraged BI technology and applications rather than as a disconnected, manual exercise. The supervisory board accepted this proposal and became the sponsors of the project. Eneco created a framework of KPIs from a range of operational perspectives, which were informationbased marketing, operational excellence, finance management, risk management and worth creation. Scorecards provided channels of communication between the different areas of operation, and the company hoped this would be widely adopted and would create a performance management culture as the basis for reinventing its business. The enterprisewide project started in 2004 with the establishment of the data warehouse infrastructure, which provided a central repository of data drawn from operational systems, such as CRM, marketing, billing and finance. Balanced scorecards were initially implemented as a performance management tool in Eneco's retail division. This was successful and, in 2005, the balanced scorecards and associated reporting were cascaded across the other business units. The management team began using the balanced scorecard reports in management meetings, and Eneco also implemented a BI portal to allow self-service access to management information. In 2006, Eneco linked the balanced scorecard system to the budgeting and business planning processes and systems. The balanced scorecards were also used to communicate strategy more broadly to the entire workforce, and these were aligned to individual compensation and development plans. During 2006, Eneco also established a BICC. Eneco had a team of approximately 25 people working on this initiative, and used Cognos solutions (PowerPlay, Metrics Manager, Impromptu, Data Manager, ReportNet and Cognos 8 BI) as the foundation for the performance management applications. The data warehouse was built using Microsoft SQL Server in an HP environment and Oracle Warehouse Builder, although this will be migrated to an Oracle database in The total project cost was 2.5 million, of which 850,000 was spent on infrastructure, with the balance going to software procurement and labor Publication Date: 13 June 2008/ID Number: G Page 3 of 6
4 costs associated with establishing the architecture, designing the data warehouse and implementing the BI tools. The BICC focuses on business alignment and manages training, as well as release management, software support and data quality, and is now a permanent part of the organization, with a virtual team of 25 to 30 people. The annual budget of the BICC was approximately 5 million by the end of Eneco extracts actual data from its SAP system and feeds this into the data warehouse, along with operational data from other systems (such as the billing system). This provides a consolidated view of financial and operational data, and managers can enter their forecasts directly into the system to allow for forward planning (forecast data can also be passed back to SAP). This enables Eneco to proactively improve operational effectiveness, guide decision making, and assess the progress of objectives to meet goals and test new business strategies. Future initiatives will focus on expanding the solution to address other drivers of profitable revenue growth, including workplace competencies and skills, and a system of controls around targets and gaps. Results The implementation of a comprehensive BI and performance management solution has delivered some key benefits for Eneco. It now manages its business with consistent facts and figures across the organization because the BI infrastructure has created consistency between financial and operational data, allowing management to spend more time on decision making rather than arguing about whose data is right. Eneco has a comprehensive view of customer behavior and can focus on how its customers use its products (high and low margins), as well as track customer calls and payment behavior trends. This has enabled Eneco to manage customer turnover more effectively and provide better, more-efficient customer service. Eneco's management has access to reports and analysis that enables them to track their progress against strategic objectives and adjust strategy as needed. Operational performance is measured against a set of commonly defined KPIs. The system has become so widely accepted that only information produced from the Cognos solution is allowed to be presented in supervisory board meetings. There is no longer any discussion over whose data is correct. This project has also delivered quantifiable business benefits: Eneco saw a decrease in its accounts-receivable balance by approximately 10 million. Eneco can perform value- and need-based customer segmentation, with annual savings of 1 million in direct mail costs, and an increase in its marketing conversion rate from 10% to nearly 65%. Savings were seen of approximately 2.5 million through higher process efficiencies in its customer contact center and billing department. Critical Success Factors Eneco started with two projects in the retail division designed to yield rapid success. This "think big, start small" approach allowed the concept of using BI to improve performance management to be proved, and this success was then widely communicated to build credibility and act as a foundation and learning mechanism for the next steps. Executive buy-in and leadership was key to making this a successful enterprisewide performance management initiative. Commitment from the senior management team to use balanced scorecards to communicate and manage strategy was vital. Publication Date: 13 June 2008/ID Number: G Page 4 of 6
5 Eneco adopted a collaborative, cross-organizational approach (top-down and bottomup) to solution requirements gathering and system rollout. Managers across Eneco were consulted as to what data needed to be managed, helping to ensure that the performance management solution was generated from within the business and not imposed by the IT organization. This principle has been continued through the establishment of a BICC. Standardizing on a single BI and performance management vendor (Cognos) meant the IT organization had one platform to support, so skills could be readily and efficiently shared, and new functionality rolled out rapidly. Lessons Learned Implementing an enterprisewide BI and performance management solution requires a clearly articulated and sustainable vision. Adhering to the vision of a "single version of the truth" for decision making was fundamental, which meant bringing together financial and operational data. Managing to individual metrics and investigating individual data points does not create much value. Data must be combined and integrated to produce the business understanding that drives management decisions. Creating a consistent definition of KPIs and representing these in an enterprise framework through balanced scorecards meant Eneco avoided a myopic focus on particular data items. Note 1 Gartner BI Awards, 2008 Now in its fourth year, the Gartner BI Excellence Award is dedicated to promoting excellence in BI and performance management. Gartner BI analysts evaluate, recognize and reward the most successful, recent BI implementations by end-user organizations. The award, launched in North America in 2005 and alternating with Europe each year, was awarded to one of three finalists that presented their cases live at the Gartner BI Summit on 6 February 2008 in Amsterdam. This research is part of a set of related research pieces. See "Case Studies for Business Intelligence Excellence Award" for an overview. Publication Date: 13 June 2008/ID Number: G Page 5 of 6
6 REGIONAL HEADQUARTERS Corporate Headquarters 56 Top Gallant Road Stamford, CT U.S.A European Headquarters Tamesis The Glanty Egham Surrey, TW20 9AW UNITED KINGDOM Asia/Pacific Headquarters Gartner Australasia Pty. Ltd. Level 9, 141 Walker Street North Sydney New South Wales 2060 AUSTRALIA Japan Headquarters Gartner Japan Ltd. Aobadai Hills, 6F 7-7, Aobadai, 4-chome Meguro-ku, Tokyo JAPAN Latin America Headquarters Gartner do Brazil Av. das Nações Unidas, andar World Trade Center São Paulo SP BRAZIL Publication Date: 13 June 2008/ID Number: G Page 6 of 6
The Lack of a CRM Strategy Will Hinder Health Insurer Growth
Industry Research Publication Date: 15 October 2008 ID Number: G00162107 The Lack of a CRM Strategy Will Hinder Health Insurer Growth Joanne Galimi The Gartner 2008 healthcare payer application survey
More information2010 FEI Technology Study: CPM and BI Show Improvement From 2009
Research Publication Date: 22 March 2010 ID Number: G00175233 2010 FEI Technology Study: CPM and BI Show Improvement From 2009 John E. Van Decker Many organizations recognize that current financial management
More informationResearch Agenda and Key Issues for Converged Infrastructure, 2006
Research Publication Date: 20 July 2006 ID Number: G00141507 Research Agenda and Key Issues for Converged Infrastructure, 2006 Sylvain Fabre Gartner's research will cover fixed-mobile convergence, the
More informationDeliver Process-Driven Business Intelligence With a Balanced BI Platform
Research Publication Date: 12 April 2006 ID Number: G00139377 Deliver Process-Driven Business Intelligence With a Balanced BI Platform Kurt Schlegel To enable process-driven business intelligence, IT organizations
More informationIT asset management (ITAM) will proliferate in midsize and large companies.
Research Publication Date: 2 October 2008 ID Number: G00161024 Trends on Better IT Asset Management Peter Wesche New exiting trends will lead to a higher adoption of asset management methodologies. Tighter
More informationBusiness Intelligence Platform Usage and Quality Dynamics, 2008
Research Publication Date: 2 July 2008 ID Number: G00159043 Business Intelligence Platform Usage and Quality Dynamics, 2008 James Richardson This report gives results from a survey of attendees at Gartner's
More informationBusiness Intelligence Focus Shifts From Tactical to Strategic
Research Publication Date: 22 May 2006 ID Number: G00139352 Business Intelligence Focus Shifts From Tactical to Strategic Betsy Burton, Lee Geishecker, Kurt Schlegel, Bill Hostmann, Tom Austin, Gareth
More information2009 FEI Technology Study: CPM and BI Pose Challenges and Opportunities
Research Publication Date: 23 July 2009 ID Number: G00168896 2009 FEI Technology Study: CPM and BI Pose Challenges and Opportunities John E. Van Decker Many organizations recognize that existing financial
More informationIntegrated Marketing Management Aligns Executional, Operational and Analytical Processes in a Closed-Loop Process
Research Publication Date: 26 October 2010 ID Number: G00207031 Integrated Marketing Management Aligns Executional, Operational and Analytical Processes in a Closed-Loop Process Kimberly Collins This research
More informationResearch. Key Issues for Software as a Service, 2009
Research Publication Date: 6 February 2009 ID Number: G00164873 Key Issues for Software as a Service, 2009 Robert P. Desisto, Ben Pring As organizations' capital budgets dry up, clients evaluating SaaS
More informationKey Issues for Data Management and Integration, 2006
Research Publication Date: 30 March 2006 ID Number: G00138812 Key Issues for Data Management and Integration, 2006 Ted Friedman The effective management and leverage of data represent the greatest opportunity
More informationCost Optimization: Three Steps to Saving Money on Maintenance and Support for Network Security Products
Research Publication Date: 10 December 2008 ID Number: G00163195 Cost Optimization: Three Steps to Saving Money on Maintenance and Support for Network Security Products Lawrence Orans, Greg Young Most
More informationGovernance Is an Essential Building Block for Enterprise Information Management
Research Publication Date: 18 May 2006 ID Number: G00139707 Governance Is an Essential Building Block for Enterprise Information Management David Newman, Debra Logan Organizations are seeking new ways
More informationXBRL Will Enhance Corporate Disclosure and Corporate Performance Management
Research Publication Date: 23 April 2008 ID Number: G00156910 XBRL Will Enhance Corporate Disclosure and Corporate Performance Management Nigel Rayner, Neil Chandler Extensible Business Reporting Language
More informationReal-Time Decisions Need Corporate Performance Management
Research Publication Date: 26 April 2004 ID Number: COM-22-3674 Real-Time Decisions Need Corporate Performance Management Frank Buytendijk, Brian Wood, Mark Raskino The real-time enterprise model depends
More informationVendor Focus for IBM Global Services: Consulting Services for Cloud Computing
Research Publication Date: 22 February 2010 ID Number: G00174046 Vendor Focus for IBM Global Services: Consulting Services for Cloud Computing Susan Tan Amid the hype and buzz of cloud computing are very
More informationKey Issues for Business Intelligence and Performance Management Initiatives, 2008
Research Publication Date: 14 March 2008 ID Number: G00156014 Key Issues for Business Intelligence and Performance Management Initiatives, 2008 Kurt Schlegel The Business Intelligence and Performance Management
More informationDiscovering the Value of Unified Communications
Research Publication Date: 12 February 2007 ID Number: G00144673 Discovering the Value of Unified Communications Bern Elliot, Steve Cramoysan Unified communications represent a broad range of new solutions
More informationThe Current State of Agile Method Adoption
Research Publication Date: 12 December 2008 ID Number: G00163591 The Current State of Agile Method Adoption David Norton As the pace of agile adoption increases, development organizations must understand
More informationRoundup of Business Intelligence and Information Management Research, 1Q08
Gartner for IT Leaders Publication Date: 2 May 2008 ID Number: G00157226 Roundup of Business Intelligence and Information Management Research, 1Q08 Bill Hostmann This document provides a roundup of our
More informationKey Issues for Identity and Access Management, 2008
Research Publication Date: 7 April 2008 ID Number: G00157012 for Identity and Access Management, 2008 Ant Allan, Earl Perkins, Perry Carpenter, Ray Wagner Gartner identity and access management research
More informationOvercoming the Gap Between Business Intelligence and Decision Support
Research Publication Date: 9 April 2009 ID Number: G00165169 Overcoming the Gap Between Business Intelligence and Decision Support Rita L. Sallam, Kurt Schlegel Although the promise of better decision
More informationCase Study: A K-12 Portal Project at the Miami-Dade County Public Schools
Industry Research Publication Date: 31 December 2007 ID Number: G00154138 Case Study: A K-12 Portal Project at the Miami-Dade County Public Schools Bill Rust The Miami-Dade County Public Schools a school
More informationWhen to Use Custom, Proprietary, Open-Source or Community Source Software in the Cloud
Industry Research Publication Date: 3 May 2010 ID Number: G00175030 When to Use Custom, Proprietary, Open-Source or Community Source Software in the Cloud Massimiliano Claps, Andrea Di Maio Cloud computing
More informationEight Critical Forces Shape Enterprise Data Center Strategies
Research Publication Date: 8 February 2007 ID Number: G00144650 Eight Critical Forces Shape Enterprise Data Center Strategies Rakesh Kumar Through 2017, infrastructure and operations managers, architects
More informationCloud E-Mail Decision-Making Criteria for Educational Organizations
Research Publication Date: 10 June 2011 ID Number: G00213675 Cloud E-Mail Decision-Making Criteria for Educational Organizations Matthew W. Cain Educational organizations sometimes struggle to choose between
More informationQ&A: How Can ERP Recurring Costs Be Contained?
Research Publication Date: 18 December 2008 ID Number: G00163030 Q&A: How Can ERP Recurring Costs Be Contained? Peter Wesche Driven by increased pressure for cost containment, attendees at the 2008 Financial
More informationThe EA process and an ITG process should be closely linked, and both efforts should leverage the work and results of the other.
Research Publication Date: 4 April 2008 ID Number: G00155260 Integrate EA and IT Governance s Betsy Burton, R. Scott Bittler, Cassio Dreyfuss In many organizations, we find that IT governance (ITG) initiatives
More informationGartner's Business Intelligence and Performance Management Framework
Research Publication Date: 9 October 2006 ID Number: G00142827 Gartner's Business Intelligence and Performance Management Framework Bill Hostmann, Nigel Rayner, Ted Friedman The use of business intelligence
More informationThe Value of Integrating Configuration Management Databases With Enterprise Architecture Tools
Research Publication Date: 13 January 2011 ID Number: G00210132 The Value of Integrating Configuration Management Databases With Enterprise Architecture Tools Ronni J. Colville, Patricia Adams As configuration
More informationIT Operational Considerations for Cloud Computing
Research Publication Date: 13 June 2008 ID Number: G00157184 IT Operational Considerations for Cloud Computing Donna Scott Cloud computing market offerings increase the options available to source IT services.
More informationThe Five Competencies of MRM 'Re-' Defined
Research Publication Date: 14 March 2008 ID Number: G00155835 The Five Competencies of MRM 'Re-' Defined Kimberly Collins This research details the five key competencies of marketing resource management
More informationUse These Guidelines for Making Better CRM Consulting Provider Selections
Research Publication Date: 7 July 2006 ID Number: G00141062 Use These Guidelines for Making Better CRM Consulting Provider Selections Matthew Goldman, Ed Thompson, Lorrie Scardino Gartner sees many inconsistencies
More informationERP, SCM and CRM: Suites Define the Packaged Application Market
Research Publication Date: 25 July 2008 ID Number: G00158827 ERP, SCM and CRM: Suites Define the Packaged Application Market Yvonne Genovese, Jeff Woods, James Holincheck, Nigel Rayner, Michael Maoz Users
More informationKnowledge Management and Enterprise Information Management Are Both Disciplines for Exploiting Information Assets
Research Publication Date: 31 July 2009 ID Number: G00169664 Knowledge Management and Enterprise Information Management Are Both Disciplines for Exploiting Information Assets Regina Casonato This research
More informationRisk Intelligence: Applying KM to Information Risk Management
Research Publication Date: 19 September 2007 ID Number: G00151742 Risk Intelligence: Applying KM to Information Risk Management French Caldwell Risk intelligence is the alignment of information governance
More informationBEA Customers Should Seek Contractual Protections Before Acquisition by Oracle
Research Publication Date: 15 February 2008 ID Number: G00155026 BEA Customers Should Seek Contractual Protections Before Acquisition by Oracle Peter Wesche, Jane B. Disbrow Oracle has announced an agreement
More informationQ&A: The Many Aspects of Private Cloud Computing
Research Publication Date: 22 October 2009 ID Number: G00171807 Q&A: The Many Aspects of Private Cloud Computing Thomas J. Bittman Cloud computing is at the Peak of Inflated Expectations on the Gartner
More informationAgenda for Supply Chain Strategy and Enablers, 2012
G00230659 Agenda for Supply Chain Strategy and Enablers, 2012 Published: 23 February 2012 Analyst(s): Michael Dominy, Dana Stiffler When supply chain executives establish the right strategies and enabling
More informationGartner Defines Enterprise Information Architecture
Research Publication Date: 20 February 2008 ID Number: G00154071 Gartner Defines Enterprise Information Architecture David Newman, Nicholas Gall, Anne Lapkin As organizations look for new ways to exploit
More informationManaging IT Risks During Cost-Cutting Periods
Research Publication Date: 22 October 2008 ID Number: G00162359 Managing IT Risks During Cost-Cutting Periods Mark Nicolett, Paul E. Proctor, French Caldwell To provide visibility into increased risks
More informationSuccessful EA Change Management Requires Five Key Elements
Research Publication Date: 26 December 2007 ID Number: G00153908 Successful EA Change Management Requires Five Key Elements Richard Buchanan Change, in all its many aspects, is a critical aspect of the
More informationAn outline of the five critical components of a CRM vision and how they contribute to an enterprise's CRM success
Research Publication Date: 1 March 2007 ID Number: G00146362 How to Create a Powerful CRM Vision Gene Alvarez This research provides: Guidance on how to develop a CRM vision An outline of the five critical
More informationGartner Clarifies the Definition of the Term 'Enterprise Architecture'
Research Publication Date: 12 August 2008 ID Number: G00156559 Gartner Clarifies the Definition of the Term 'Enterprise Architecture' Anne Lapkin, Philip Allega, Brian Burke, Betsy Burton, R. Scott Bittler,
More informationBest Practice: Having a 'Big Picture' View of IP Telephony Will Give the Buyer More Control
Research Publication Date: 12 February 2008 ID Number: G00154811 Best Practice: Having a 'Big Picture' View of IP Telephony Will Give the Buyer More Control Steve Blood Companies spend too much on IP-PBXs
More informationInvest in an analysis of current metrics and those missing, and develop a plan for continuous management and improvement.
Research Publication Date: 29 April 2008 ID Number: G00154802 Key Metrics for IT Service and Support David M. Coyle, Kris Brittain To evaluate IT service and support performance, senior management must
More informationThe Hype Around an Integrated Talent Management Suite Outpaces Customer Adoption
Research Publication Date: 3 February 2009 ID Number: G00164356 The Hype Around an Integrated Talent Management Suite Outpaces Customer Adoption James Holincheck Gartner surveyed 123 customer references
More informationThe What, Why and When of Cloud Computing
Research Publication Date: 4 June 2009 ID Number: G00168582 The What, Why and When of Cloud Computing David Mitchell Smith, Daryl C. Plummer, David W. Cearley Cloud computing continues to gain visibility.
More informationRecognize the Importance of Digital Marketing
Recognize the Importance of Digital Marketing Laura McLellan, Lead Author Laura McLellan, Laura McLellan serves CMOs and other marketing executives, sharing how digital strategies are being integrated
More informationBest Practices for Confirming Software Inventories in Software Asset Management
Research Publication Date: 24 August 2009 ID Number: G00167067 Best Practices for Confirming Software Inventories in Software Asset Management Peter Wesche, Jane B. Disbrow This research discusses the
More informationTips for Evaluators: Better Business Intelligence RFPs
Research Publication Date: 11 May 2009 ID Number: G00167840 Tips for Evaluators: Better Business Intelligence RFPs James Richardson Many of the business intelligence (BI) RFP data-collection exercises
More informationOrganizational Structure: Business Intelligence and Information Management
Research Publication Date: 14 April 2006 ID Number: G00138940 Organizational Structure: Business Intelligence and Information Management Betsy Burton, Lee Geishecker, Bill Hostmann, Ted Friedman, David
More informationPrivate Cloud Computing: An Essential Overview
Research Publication Date: 23 November 2010 ID Number: G00209000 Private Cloud Computing: An Essential Overview Thomas J. Bittman Private cloud computing requires strong leadership and a strategic plan
More informationUser Survey Analysis: Usage Plans for SaaS Application Software, France, Germany and the U.K., 2009
Dataquest Publication Date: 23 February 2009 ID Number: G00165376 User Survey Analysis: Usage Plans for SaaS Application Software, France, Germany and the U.K., 2009 Chris Pang Gartner surveyed nearly
More informationThe Seven Building Blocks of MDM: A Framework for Success
Research Publication Date: 11 October 2007 ID Number: G00151496 The Seven Building Blocks of MDM: A Framework for Success John Radcliffe Gartner's Seven Building Blocks of Master Data Management (MDM)
More informationCase Study: Lexmark Uses MDM to Turn Information Into a Business Asset
G00217757 Case Study: Lexmark Uses MDM to Turn Information Into a Business Asset Published: 22 December 2011 Analyst(s): Bill O'Kane Lexmark International undertook a master data management (MDM) program
More informationQ&A: Seven Questions Every Business Intelligence Leader Must Answer
Research Publication Date: 9 April 2008 ID Number: G00156821 Q&A: Seven Questions Every Business Intelligence Leader Must Answer Kurt Schlegel, Bill Hostmann Every business intelligence leader must answer
More informationBankinter Differentiates Itself by Focusing on Innovation and CRM
Research Publication Date: 4 October 2005 ID Number: G00127276 Bankinter Differentiates Itself by Focusing on Innovation and CRM John Radcliffe Bankinter successfully competes in the Spanish banking market
More informationKey Issues for Consumer Goods Manufacturers, 2011
Industry Research Publication Date: 1 March 2011 ID Number: G00210698 Key Issues for Consumer Goods Manufacturers, 2011 Don Scheibenreif, Dale Hagemeyer Gartner's 2011 consumer goods manufacturing research
More informationEmbrace Virtual Assistants as Part of a Holistic Web Customer Service Strategy
Research Publication Date: 19 August 2010 ID Number: G00205618 Embrace Virtual Assistants as Part of a Holistic Web Customer Service Strategy Johan Jacobs Customers are insisting on multiple methods to
More informationMainframe Modernization: When Migration Is the Answer
Research Publication Date: 8 January 2010 ID Number: G00171622 Mainframe Modernization: When Migration Is the Answer Dale Vecchio Mainframe migrations can be executed in a number of ways. Which choice
More informationData in the Cloud: The Changing Nature of Managing Data Delivery
Research Publication Date: 1 March 2011 ID Number: G00210129 Data in the Cloud: The Changing Nature of Managing Data Delivery Eric Thoo Extendible data integration strategies and capabilities will play
More informationCase Study for Supply Chain Leaders: Dell's Transformative Journey Through Supply Chain Segmentation
Research Publication Date: 12 November 2010 ID Number: G00208603 Case Study for Supply Chain Leaders: Dell's Transformative Journey Through Supply Chain Segmentation Matthew Davis Faced with ever-changing
More informationToolkit: Reduce Dependence on Desk-Side Support Technicians
Gartner for IT Leaders Publication Date: 23 April 2007 ID Number: G00147075 Toolkit: Reduce Dependence on Desk-Side Support Technicians David M. Coyle, Terrence Cosgrove The IT service desk and PC life
More informationHow BPM Can Enhance the Eight Building Blocks of CRM
Research Publication Date: 6 April 2007 ID Number: G00146588 How BPM Can Enhance the Eight Building Blocks of CRM Marc Kerremans, Jim Davies Business process management (BPM) should complement an organization's
More informationIron Mountain's acquisition of Mimosa Systems addresses concerns from prospective customers who had questions about Mimosa's long-term viability.
Research Publication Date: 22 March 2010 ID Number: G00175194 Iron Mountain Acquires Mimosa Systems Sheila Childs, Kenneth Chin, Adam W. Couture Iron Mountain offers a portfolio of solutions for cloud-based
More informationResearch. Mastering Master Data Management
Research Publication Date: 25 January 2006 ID Number: G00136958 Mastering Master Data Management Andrew White, David Newman, Debra Logan, John Radcliffe Despite vendor claims, master data management has
More informationTransactional HR self-service applications typically get implemented first because they typically automate manual, error-prone processes.
Research Publication Date: 28 August 2008 ID Number: G00159897 HR Self-Service Applications Defined James Holincheck In this research, we discuss the different types of HR self-service and strategies for
More informationThe Next Generation of Functionality for Marketing Resource Management
G00212759 The Next Generation of Functionality for Marketing Resource Management Published: 11 May 2011 Analyst(s): Kimberly Collins This research defines the next generation of marketing resource management
More informationFor cloud services to deliver their promised value, they must be underpinned by effective and efficient processes.
Research Publication Date: 15 October 2010 ID Number: G00208009 ITIL 'in the Cloud' George Spafford, Ed Holub The cloud-computing delivery model is generating a lot of interest from organizations wishing
More informationSingapore Empowers Land Transport Planners With Data Warehouse
G00219502 Singapore Empowers Land Transport Planners With Data Warehouse Published: 18 October 2011 Analyst(s): Eric Thoo The Land Transport Authority (LTA) of Singapore wanted to improve planning and
More informationEvaluating Microsoft, Oracle and SAP CRM Application Strategy
Research Publication Date: 8 October 2009 ID Number: G00170698 Evaluating Microsoft, Oracle and SAP CRM Application Strategy Michael Maoz, Kimberly Collins, Robert P. Desisto The quality of the customer
More informationCase Study: Denmark's Achievements With Healthcare Information Exchange
Industry Research Publication Date: 30 May 2006 ID Number: G00139713 Case Study: Denmark's Achievements With Healthcare Information Exchange Jonathan Edwards Through careful use of IT, the Danish health
More informationQ&A: The Impact of XBRL on Corporate Performance Management
Research Publication Date: 27 May 2008 ID Number: G00158184 Q&A: The Impact of XBRL on Corporate Performance Management Nigel Rayner Extensible Business Reporting Language is an XML-based standard that
More informationMicrosoft and Google Jostle Over Cloud-Based E-Mail and Collaboration
Research Publication Date: 24 March 2008 ID Number: G00156216 Microsoft and Google Jostle Over Cloud-Based E-Mail and Collaboration Tom Austin Both Google and Microsoft come up short in terms of delivering
More informationMicrosoft's Cloud Vision Reaches for the Stars but Is Grounded in Reality
Research Publication Date: 4 November 2008 ID Number: G00162793 Microsoft's Cloud Vision Reaches for the Stars but Is Grounded in Reality David Mitchell Smith, Neil MacDonald At Professional Developers
More information2010 Gartner FEI Technology Study: Planned Shared Services and Outsourcing to Increase
Research Publication Date: 20 April 2010 ID Number: G00176029 2010 Gartner FEI Technology Study: Planned Shared Services and Outsourcing to Increase John E. Van Decker, Cathy Tornbohm This Gartner Financial
More informationBusiness Intelligence Platform Capability Matrix
Research Publication Date: 23 April 2007 ID Number: G00146865 Business Intelligence Platform Capability Matrix Kurt Schlegel, Bhavish Sood The BI platform capability matrix outlines the technical details
More informationCase Study: New South Wales State Department of Education Adopts Gmail for 1.2 Million Students
Industry Research Publication Date: 26 January 2010 ID Number: G00172722 Case Study: New South Wales State Department of Education Adopts Gmail for 1.2 Million Students Steve Bittinger Australia's New
More informationIT Architecture Is Not Enterprise Architecture
Research Publication Date: 17 November 2010 ID Number: G00206910 IT Architecture Is Not Enterprise Architecture Bruce Robertson Many enterprise architecture (EA) teams and their stakeholders still use
More informationThe Six Triggers for Using Data Center Infrastructure Management Tools
G00230904 The Six Triggers for Using Data Center Infrastructure Management Tools Published: 29 February 2012 Analyst(s): Rakesh Kumar This research outlines the six main triggers for users to start using
More informationOrganizations Should Implement Web Application Security Scanning
Research Publication Date: 21 September 2005 ID Number: G00130869 Organizations Should Implement Web Application Security Scanning Amrit T. Williams, Neil MacDonald Web applications are prone to vulnerabilities
More informationResponsible Vulnerability Disclosure: Guidance for Researchers, Vendors and End Users
Research Publication Date: 17 October 2006 ID Number: G00144061 Responsible Vulnerability Disclosure: Guidance for Researchers, Vendors and End Users Amrit T. Williams, John Pescatore, Paul E. Proctor
More informationEnergy savings from well-managed data centers can reduce operating expenses by as much as 20%.
Research Publication Date: 29 March 2010 ID Number: G00174769 DCIM: Going Beyond IT David J. Cappuccio Infrastructure and operations (I&O) leaders must now go beyond performance management of IT equipment
More informationMake the maturity model part of the effort to educate senior management, so they understand the phases of the EIM journey.
Research Publication Date: 5 December 2008 ID Number: G00160425 Gartner Introduces the EIM Maturity Model David Newman, Debra Logan Organizations cannot implement enterprise information management (EIM)
More informationDocument the IT Service Portfolio Before Creating the IT Service Catalog
Research Publication Date: 8 January 2009 ID Number: G00163200 Document the IT Service Portfolio Before Creating the IT Service Catalog Debra Curtis, Kris Brittain IT service portfolios and IT service
More informationIAM can utilize SIEM event data to drive user and role life cycle management and automate remediation of exception conditions.
Research Publication Date: 1 September 2009 ID Number: G00161012 SIEM and IAM Technology Integration Mark Nicolett, Earl Perkins Integration of identity and access management (IAM) and security information
More informationThe Role of Enterprise Architecture in Technology Research
Research Publication Date: 26 December 2007 ID Number: G00153117 The Role of Enterprise Architecture in Technology Research Brian Burke Enterprise architects are often tasked with identifying disruptive
More informationThe IT Service Desk Market Is Ready for SaaS
Research Publication Date: 17 April 2009 ID Number: G00166526 The IT Service Desk Market Is Ready for SaaS David M. Coyle The IT service desk market is well-positioned to use the software-as-a-service
More informationDutch University's Successful Enterprise System Implementation Yields Valuable Lessons
Industry Research G00232987 Dutch University's Successful Enterprise System Implementation Yields Valuable Lessons Published: 28 March 2012 Analyst(s): Ron Bonig When Vrije Universiteit in Amsterdam implemented
More informationCase Study: Australian Bank's IT-Business Alignment Leads to New Product and System Development Process
Industry Research Publication Date: 30 June 2008 ID Number: G00158005 Case Study: Australian Bank's IT-Business Alignment Leads to New Product and System Development Process David Schehr Redundant and
More informationCDOs Should Use IT Governance and Risk Compliance Management to Advance Compliance
Industry Research Publication Date: 1 May 2008 ID Number: G00156708 CDOs Should Use IT Governance and Risk Compliance Management to Advance Compliance Barry Runyon Care delivery organizations (CDOs) are
More informationGARTNER EXP CIO TOOLKIT: THE FIRST 100 DAYS. Executive Summary
GARTNER EXP CIO TOOLKIT: THE FIRST 100 DAYS Executive Summary Gartner EXP is an exclusive, membership-based organization of more than 3,000 CIOs and senior IT leaders worldwide. Members benefits from the
More informationRepurposing Old PCs as Thin Clients as a Way to Save Money
Research Publication Date: 30 March 2009 ID Number: G00166341 Repurposing Old PCs as Thin Clients as a Way to Save Money Mark A. Margevicius, Stephen Kleynhans Tough economic times are forcing customers
More informationCase Study: Social Networking Tool Becomes Essential Workplace Infrastructure at Deloitte
Research Publication Date: 3 April 2009 ID Number: G00166424 Case Study: Social Networking Tool Becomes Essential Workplace Infrastructure at Deloitte Nikos Drakos We look at the motivation, justification
More informationCost-Cutting IT: Should You Cut Back Your Disaster Recovery Exercise Spending?
Industry Research Publication Date: 11 February 2009 ID Number: G00164764 Cost-Cutting IT: Should You Cut Back Your Disaster Recovery Exercise Spending? Jeff Vining Government CIOs are under increasing
More informationTactical Guideline: Minimizing Risk in E-Mail Hosting Relationships
Research Publication Date: 26 February 2008 ID Number: G00154838 Tactical Guideline: Minimizing Risk in E-Mail Hosting Relationships Matthew W. Cain This report discusses the often hidden risks in moving
More informationThe Four New Ps of Marketing That CMOs and CIOs Should Consider
G00227185 The Four New Ps of Marketing That CMOs and CIOs Should Consider Published: 18 May 2012 Analyst(s): Kimberly Collins Four new Ps of marketing align people and processes across the marketing ecosystem,
More informationData Center Redesign Yields an 80%-Plus Reduction in Energy Usage
Research Publication Date: 10 August 2011 ID Number: G00213049 Data Center Redesign Yields an 80%-Plus Reduction in Energy Usage Jay E. Pultz The National Renewable Energy Laboratory's (NREL's) data center
More information2009 Gartner FEI Technology Study: XBRL in the U.S. Enterprise
Research Publication Date: 23 July 2009 ID Number: G00169733 2009 Gartner FEI Technology Study: XBRL in the U.S. Enterprise John E. Van Decker Extensible Business Reporting Language (XBRL) will be a requirement
More information