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Consumerization and IT Services - Unisys 2007 Research on End-

User Services in the Mobile Workplace

2

Overview

This study was conducted on behalf of Unisys to gain a global perspective on end user technology support requirements and the strategies enterprise organizations are utilizing to support users as their requirements evolve.

3

Methodology

This study was conducted among IT management and executive level financial/ operations functions at large companies ($1 billion or more in the US; $500 million+ ROW).

The survey was administered online during April, 2007 across four regions (North America, South America, EMEA and APAC) and ten countries (US, Brazil, UK, Germany, France, Netherlands, Belgium, Sweden, China and Australia).

A total of 686 surveys were completed in the following countries: » North America (US): 200» EMEA (UK, Germany, France, Netherlands, Belgium, Sweden): 286» APAC (China and Australia): 100 » South America (Brazil): 100

A minimum of 50 surveys were completed in all countries with theexception of Belgium (48) and Sweden (38).

Margin of error for a sample of 686: +/- 3.74 percentage points at the 95% confidence level.

4

Executive Summary

5

Executive Summary

Computers and computer-driven devices are an integral part of the work environment globally. Daily usage continues to grow as does the number of different computing devices used by a single individual during the work day.

On average, 74% of the employees supported by the IT organization use computers or computer-driven devices to accomplish their work. While this does not vary significantly by region/country, the North American average is the highest at 82%, then EMEA at 72%, APAC at 70% and South America at 68%.

Nine out of ten respondents (91%) report that employees have increased their use of computers during their work day during the past 5 years. The average increase in computer usage is 57%. Again this does not vary significantly by region or country.

Please note, while not a statistically significant difference, 100% of Chinese respondents report that computer usage has increased during the typical employees work day – by 66%. China is the only country where all respondents reported an increase, although several others were very close to 100% (Brazil and Germany).

On average, 49% of the enterprise organizations’ users use multiple computing devices in their work day. North America is the lowest at an average of 39%, followed by APAC at 50%, EMEA 54% and South America 58%. Belgium has the highest average of all the countries at 68% while Sweden is the lowest at 39%.

6

Executive Summary (continued)

End user support demands are highest in the least mature markets (South America, APAC). While the more mature markets of North America and Europe have also experienced growth the pace of growth is slower than that reported in South America and APAC.

Overall respondents report that IT end user support has increased by an average of 55% over the last 5 years. China emerges as the country with the largest average increase at 69%, while Belgium and the US have the lowest average increase at 45% and 46%, respectively.

The average increase in IT inventory requiring support is 52% globally. South America tops the regions with an average increase in IT inventory of 61% while North America lags behind with an average increase of 43% (EMEA 53%, APAC 58%).

Centralized end user support is the most prevalent support model in North America and South America, while EMEA and APAC utilize a mix of the three options: central headquarters location, regional centers, and country by country support centers. China emerges as the one country that relies most heavily on country by country support centers.

The majority of respondents in all regions and countries provide some type of 24x7 support to users, with China being the most prevalent provider of 24x7 support to all users (rather than just select users). (Q.11/table 12-1)

7


IT Policies. Globally it is a mixed picture for how employees can use company issued equipment with 54% saying for work only and 46% for work and personal. In North America and EMEA work only is the most frequent rule (62% and 54%, respectively) while in APAC and South America 54% and 55% of respondents respectively note that company issued equipment can be used for both work and personal purposes. On a country by country basis, work only is the rule for more than half of the respondents in the US, UK, China, Germany, France and Belgium.

Across all regions and countries “employees may use and IT will support corporate standard applications” or they “may request special applications for purchase and IT will support them.” Only China and the Netherlands had a significant number of respondents (26% each) who noted that “employees may use their own applications on company equipment and IT will support them.”

Remote and Mobile Workers. Globally an average of 34% of the workforce supported by IT is mobile or completely remote. Sweden has the lowest average mobile workforce (19%), while France and Brazil are the highest at roughly 41%.

8


Ratings of IT Support. Overall 77% of respondents feel the end users at their organizations would rate the support provided by IT as excellent or good. This does not vary significantly by region. However, on a country basis, just 37% of those from Sweden feel end users would rate IT support as excellent or good, while France is the most confident at 94%.

Globally, the functions respondents most often note that they provide high support levels for include:» Top executives/corporate management (60%)» Customer service (57%)» Customers (52%)» IT internal users (49%)

HR, marketing, purchasing, distribution, manufacturing and suppliers generally warrant average support levels.

Challenges in End User Support. Globally respondents report that new skills and expertise required of support staff (53%) and increased security issues (45%) are the most significant challenges they face supporting end users with increased computing complexities. This does not vary significantly by region or country.

9


Investments for End User Support. The top three investments respondents feel they need to meet the changing needs of end users are:

– More self-help tools (51%)– More training for IT staff (46%)– More training for end users (45%)

In South America, training for end users was of less importance than increasing IT staff. Organizing help desks was a frequent mention in China, Brazil and Germany.

Support cost/budget is the most frequently mentioned factor influencing investment decisions for end user support initiatives across all regions and most countries. The notable exception is the Netherlands and Belgium where user productivity (Netherlands) and user satisfaction/support staff productivity (Belgium) emerge most often as influential factors in these decisions. User productivity is also a key factor for many US respondents. In fact more US respondents mention this factor (70%) than in any other country.

The most immediate changes (within the next 6 months) planned for end user organizations include:– Knowledge base (29%)– IT training investments (29%)– End user training (21%)– Self service (20%)– Increased outsourcing (18%)

The end user services most often already installed or in use include:– Call center (53%)– End user training (49%)– 24x7 support (48%)– Tiered support (45%)– IT training investments (40%)

10

Best Practices Segments

11

End Users Rate IT Support as “Excellent”

Overall, 76% of respondents indicate that their organization’s end users would rate the support provided by IT as “excellent” or “good.” Yet just 22% (or 151 respondents worldwide) indicate that their organization’s end users would rate the support provided by IT as “excellent.” What differentiates these companies from the others?

The majority of these companies are in EMEA (36%), followed by North America (25%), South America (22%) and APAC (17%).

The demands on these companies’ IT organizations are greater than at other companies.» These companies have more users using multiple computing devices (on average, 60%

as compared to 49% of the overall sample) and a higher average percent of mobile workers (42%) than companies receiving lower ratings.

» They also report the largest average increase in IT inventory requiring support (62% vs. 52% among all companies), and hence, the largest average increase in overall IT end user support over the last 5 years (64% vs. 55% globally).

Despite high demand, IT service levels are high at these companies. In fact, they are much more likely to provide 24x7 support to all users (58%) than companies receiving good or satisfactory ratings for IT support). In fact, these companies are consistently and significantly more likely to provide “high support levels” across all functional areas.

They are significantly more likely to consider “increasing IT staff” a necessary investmentas opposed to companies receiving lower ratings for IT support

Finally, in the short run (next 6 months) these IT support leaders are more likely toplan the following changes to their end user services organization: consolidation of voice, video, and data device support; tiered support; andIVR (interactive voice response).

12

Consumer Technology-Friendly Companies

Roughly 10% of companies (71 respondents) are employed by “consumer technology-friendly” companies. We define these companies as those that allow employees to use their own applications on company equipment and provide IT support for those applications as well as employees’ personal devices.

The majority of these companies are in EMEA (48%), followed by APAC (24%), South America (17%) and North America (10%) and overwhelmingly allow company issued equipment to be used for both work and personal purposes (72% vs. 46% of sample overall).

These companies have a higher average percentage of mobile or remote workers (47% vs. 34% overall) than other companies, and have more users using multiple computing devices (67% on average vs. 49% of sample overall).

Not surprisingly, consumer technology-friendly companies report the highest average increase in IT inventory requiring support (70% vs. 52% among all companies), and a higher than average increase in overall IT end user support (67% vs. 55% overall).

Furthermore, employees at these companies have increased the use of computers during their work day an average of 66% during the past 5 years (compared to 57% average overall).

13

Consumer Technology-Friendly Companies (continued)

Consumer technology-friendly companies are more likely to provide 24x7 support to all users, and are significantly more like to consider “organizing help desks by user type” a necessary investment to meet user needs.

In the short run (next 6 months) these companies are more likely to plan the following changes to their end user services organization: knowledge base; consolidation of voice, video, and data device support; call center; and increased outsourcing (34%vs.18% of all companies overall).

In fact, consumer technology-friendly companies are much more likely increase their outsourcing investments. In fact, 65% are increasing outsourcing in their end user services organization within the next 6 months to 2 years (compared to 38% of the sample overall). This last point suggests that companies supporting a growing number of disparate personal technology applications/devices are more likely to seek support from outsourcers.

14

Outsourcing Investors

Eighteen percent of respondents (121 respondents) are planning to increase their use of outsourcing within their end user services organization within the next 6 months.

The majority of these companies are in EMEA (39%), followed by APAC (21%), South America (20%) and North America (20%). Manufacturing firms make up the largest share of these companies (24%) as well as financial services firms (21%) and communications companies (17%).

These companies do not vary significantly from the overall sample in terms of penetration of computers at work or demands on IT staff. However, they do seem to be very service-oriented organizations. In fact, 90% (vs. 81% overall) provide 24x7 support to users. Additionally, those planning to increase outsourcing usage in the short-run also are more likely to provide “high support levels” across all functional areas.

Furthermore, this group does include a larger percentage of companies who “allow employees to use their own applications on company equipment and IT will support them” (17% vs. 8% of overall sample).

They also have a higher percentage of mobile or remote workers: 41% on average vs. 34% of sample overall.

15

Outsourcing Investors (continued)

The challenges these organization’s face do not vary from the overall sample with requirement for “new skills/expertise” and “increased security issues” topping the list of concerns.

With respect to end user support investments these companies are more often interested in “organizing help desks” and “outsourcing first level user support to call centers” than the bulk of the survey population.

In terms of short term investments, these companies are more likely to be making the following changes in their end user services organizations within the next 6 months than the overall sample:

» Knowledge base (55% vs. 29% overall sample)» Consolidation of voice, video and data services (42% vs. 17% overall)» 24x7 support (39% vs. 14% overall)» Tiered support (37% vs. 15% overall)» VIP response (40% vs. 16% overall)» IVR (38% vs. 15% overall)» Self service (42% vs. 20% overall)» IT training investments (52% vs. 29% overall)» Call center (38% vs. 13% overall)» End user training (45% vs. 21% overall)

With respect to this last point re: short-term investments it is impossible to conclude whether this propensity to change is a direct result of increased outsourcing activity or simply a reflection of a more active, invested end user services organization.

16

Research Findings

17

Location of End-User Services GroupCountry Global

2007North

AmericaEMEA APAC South

America

US 39% 91% 9% 43% 18%

France 9% 0% 20% 1% 1%

Germany 8% 0% 18% 4% 2%

UK 8% 1% 15% 8% 0%

Netherlands 5% 1% 12% 1% 0%

Brazil 5% 0% 0% 0% 34%

Sweden 4% 0% 11% 0% 0%

Belgium 4% 0% 10% 0% 0%

Switzerland 1% 0% 1% 2% 2%

Spain 1% 0% 0.3% 1% 3%

Italy 1% 0% 1% 1% 1%

Ireland 0.4% 1% 0.3% 1% 0%

Denmark 0.4% 0% 1% 1% 0%

Austria 0.3% 0% 0.3% 0% 1%

Hungary 0.1% 0% 0.3% 0% 0%

Poland 0.1% 0% 0% 1% 0%

Other 14% 8% 2% 36% 38%

Q4. In what country is your end-user services group primarily based?Global Base: 686/ North America Base: 200 / EMEA Base: 286/ APAC Base: 100/ South America Base: 100

18

Employees Using Computers or Computer-Driven Devices for Work

Q5: Of the employees in your organization that your IT department supports, what percentage use computers or computer-driven devices to accomplish their work? Global Base: 686/ North America Base: 200 / EMEA Base: 286/ APAC Base: 100/ South America Base: 100

8%

17%

22%

19%

34%

7%

17%

14%

26%

7%

11%

19%

18%

45%

3%

5%

20%

67%

6%

11%

15%

20%

48%

36%

6%

0% 10% 20% 30% 40% 50% 60% 70% 80%

11 - 30 %

31 - 50 %

51 - 70 %

71 - 89 %

90 % and aboveGlobal 2007

North America

EMEA

APAC

South America

Average Percent Using Computers or Computer-Driven Devices

Global 74% North America 82%EMEA 72% APAC 70%South America 68%

19

Change in Employee Use of Computers in Last 5 Years

Q6: Please estimate how much employees’ use of computers during their work day has changed in the past 5 years. Global Base: 686/ North America Base: 200 / EMEA Base: 286/ APAC Base: 100/ South America Base: 100

2%

11%

17%

38%

19%

13%

98%

3%

10%

22%

28%

20%

17%

97%

10%

16%

22%

29%

16%

7%

90%

15%

19%

26%

21%

14%

6%

86%

9%

15%

22%

28%

16%

9%

91%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

No change

Increased up to 25%

Increased between 26% and 50%


Increased between 76% and100%

More than 100%

NET Any Increase

Global 2007

North America

EMEA

APAC

South America

Average Increase Over Last 5 YearsGlobal 57% North America 51%EMEA 55% APAC 64%South America 63%

20

4%

12%

28%

18%

13%

25%

9%

18%

25%

23%

8%

17%

6%

19%

20%

23%

13%

19%

14%

34%

21%

16%

11%

5%

9%

22%

22%

20%

12%

15%

0% 10% 20% 30% 40% 50%

0 - 10 %

11 - 30 %

31 - 50 %

51 - 70 %

71 - 89 %

90% and above

Global 2007

North America

EMEA

APAC

South America

Q7: What percentage of your users now use multiple computing devices in their workday (desktop, laptop, PDA, data-enabled mobile phones, etc.) Global Base: 686/ North America Base: 200 / EMEA Base: 286/ APAC Base: 100/ South America Base: 100

Use of Multiple Computing Devices

Average Percent Using Multiple DevicesGlobal 49% North America 39%EMEA 54% APAC 50%South America 58%

21

Change in Overall IT End-User Support in Last 5 Years

3%

1%

11%

19%

28%

23%

15%

96%

4%

1%

11%

14%

42%

17%

11%

95%

8%

2%

19%

20%

26%

18%

8%

90%

9%

6%

26%

25%

20%

8%

8%

86%

7%

3%

19%

21%

27%

16%

9%

90%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

No change

Decreased

Increased up to 25%

Increased between 26%and 50%



More than 100%

NET Any Increase

Global 2007

North America

EMEA

APAC

South America

Q8: How much of an increase has there been in overall IT end-user support in the last 5 years?Global Base: 686/ North America Base: 200 / EMEA Base: 286/ APAC Base: 100/ South America Base: 100


22

Increase in IT Inventory Requiring Support in Last 5 Years

Q9: In the last 5 years, how much of an increase has there been in overall IT inventory requiring support (e.g., the inclusion of telephony and video services)?Global Base: 686/ North America Base: 200 / EMEA Base: 286/ APAC Base: 100/ South America Base: 100

2%

14%

21%

28%

25%

10%

98%

2%

17%

18%

34%

20%

9%

98%

6%

2%

21%

22%

24%

19%

7%

93%

4%

1%

31%

30%

21%

6%

8%

95%

4%

1%

22%

24%

25%

16%

8%

95%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

No change

Decreased

Increased up to 25%




More than 100%

NET Any Increase

Global 2007

North America

EMEA

APAC

South America


23

Method of Providing End-User Support to Employees Traveling Globally

2%

20%

30%

48%

38%

31%

31%

2%

26%

35%

38%

6%

10%

31%

54%

3%

22%

32%

43%

0% 10% 20% 30% 40% 50% 60%

Other

Country by countrysupport centers

Regional centersworldwide

Central headquarterslocation for support

Global 2007

NorthAmericaEMEA

APAC

SouthAmerica

Q10: How do you provide end-user support to your employees located around the world or for employees who travel globally?Global Base: 686/ North America Base: 200 / EMEA Base: 286/ APAC Base: 100/ South America Base: 100

24

Do You Provide 24x7 Support to Users?

Q11: Do you provide 24x7 support to users?Global Base: 686/ North America Base: 200 / EMEA Base: 286/ APAC Base: 100/ South America Base: 100

10%

61%

29%

15%

32%

53%

23%

43%

34%

19%

33%

49%

19%

41%

40%

0% 10% 20% 30% 40% 50% 60% 70%

No

Yes, to select users

Yes, to all users

Global 2007

North America

EMEA

APAC

South America

25Q12: For what purpose may employees use company issued equipment?Global Base: 686/ North America Base: 200 / EMEA Base: 286/ APAC Base: 100/ South America Base: 100

1%

55%

44%

54%

46%

46%

54%

1%

37%

62%

1%

46%

54%

0% 10% 20% 30% 40% 50% 60% 70%

Other

Work and Personal

Work OnlyGlobal 2007

NorthAmericaEMEA

APAC

SouthAmerica

Purposes for Which Employees are Permitted to Use Company Issued Equipment

26

Company Policy

Q13: Which of the following most closely represents your company policy? Global Base: 686/ North America Base: 200 / EMEA Base: 286/ APAC Base: 100/ South America Base: 100

2%

4%

1%

8%

15%

32%

38%

3%

1%

8%

16%

9%

30%

33%

1%

3%

6%

9%

14%

32%

34%

3%

2%

8%

2%

11%

37%

39%

2%

2%

6%

8%

13%

33%

36%

0% 10% 20% 30% 40% 50%

May use their own personal devices but IT will NOTsupport them

May use personal devices and IT will support them

May use their own applications on equipment but ITwill NOT provide support

May use their own applications on companyequipment and IT will support them

May request special applications for purchase but ITwill NOT support them

May request special applications for purchase and ITwill support them

May use only corporate-standard applications and ITwill support them

Global 2007

North America

EMEA

APAC

South America

27

Mobile and/or Remote Workforce

Q14: What percentage of the workforce that your organizational unit supports is mobile and/or completely remote? Global Base: 686/ North America Base: 200 / EMEA Base: 286/ APAC Base: 100/ South America Base: 100

22%

32%

23%

14%

9%

3%

30%

29%

24%

10%

4%

3%

39%

22%

20%

8%

8%

3%

44%

28%

9%

13%

5%

3%

36%

26%

18%

11%

7%

0% 10% 20% 30% 40% 50% 60% 70%

Zero

1-20%

21-40%

41-60%

61-80%

81-100%

Global 2007

North America

EMEA

APAC

South America

Average Percent RemoteGlobal 34% North America 30%EMEA 34% APAC 34%South America 41%

28

22% 41% 17% 20%28% 35% 9% 28%30% 40% 9% 20%32% 46% 12% 10%32% 47% 12% 10%

35% 37% 11% 16%35% 52% 9% 5%

42% 39% 7% 12%45% 41% 8% 6%

49% 40% 8% 4%52% 31% 7% 11%

57% 33% 3% 7%60% 30% 6% 4%

SuppliersManufacturing

DistributionMarketing

PurchasingR&D

HRSales

FinanceIT (IT internal users)

CustomersCustomer service

Top executives/corporate management

High suport levels Average support levels Low support levels N/A

Q15: If you provide multiple levels of support, what level of support does your IT organization provide for each of the following functions? Global Base: 686

Global 2007: Support Levels by Function

29

10% 41% 17% 32%16% 26% 5% 54%

19% 38% 13% 31%19% 39% 6% 37%

22% 54% 10% 15%22% 55% 10% 13%

28% 57% 8% 7%37% 47% 11% 5%

38% 39% 5% 19%38% 51% 4% 8%

48% 28% 12% 14%50% 38% 4% 8%

66% 26% 3% 5%

SuppliersManufacturing

R&DDistributionPurchasing

MarketingHR

IT (IT internal users)Sales

FinanceCustomers

Customer serviceTop executives/corporate management


North America: Support Levels by Function

Q15: If you provide multiple levels of support, what level of support does your IT organization provide for each of the following functions? North America Base: 200

30Q15: If you provide multiple levels of support, what level of support does your IT organization provide for each of the following functions? EMEA Base: 286

EMEA: Support Levels by Function

26% 37% 19% 18%32% 44% 15% 9%

33% 37% 8% 22%34% 40% 9% 17%

34% 42% 12% 12%34% 51% 10% 6%

35% 39% 12% 14%42% 40% 11% 7%

46% 37% 5% 12%50% 32% 5% 14%

50% 37% 9% 4%54% 33% 8% 6%

57% 29% 2% 12%

SuppliersPurchasing

ManufacturingDistribution

MarketingHR

R&DFinance

SalesCustomers

IT (IT internal users)Top executives/corporate management

Customer service


31Q15: If you provide multiple levels of support, what level of support does your IT organization provide for each of the following functions? APAC Base: 100

APAC: Support Levels by Function

22% 46% 18% 14%34% 47% 12% 7%

35% 36% 15% 14%36% 43% 12% 9%

40% 46% 10% 4%41% 53% 6%

42% 43% 12% 3%54% 33% 6% 7%

54% 39% 6%1%57% 31% 6% 6%

60% 36% 3%1%65% 26% 8% 1%

70% 27% 2%1%

SuppliersMarketing

ManufacturingDistribution

SalesHR

PurchasingR&D

FinanceCustomers

IT (IT internal users)Top executives/corporate management

Customer service


32Q15: If you provide multiple levels of support, what level of support does your IT organization provide for each of the following functions? South America Base: 100

South America: Support Levels by Function

30% 47% 12% 11%31% 51% 13% 5%

37% 44% 12% 7%42% 45% 7% 6%

44% 44% 10% 2%45% 35% 14% 6%

45% 37% 16% 2%50% 36% 12% 2%

58% 36% 5%1%59% 29% 8% 4%

59% 37% 3%1%60% 33% 6%1%

61% 34% 5%

ManufacturingSuppliers

DistributionPurchasing

HRSales

MarketingR&D

IT (IT internal users)Finance

Customer serviceCustomers

Top executives/corporate management


33

End-User Satisfaction with IT Support

33% 49% 18%

26% 55% 17% 2%

19% 57% 20% 4%

19% 54% 22% 6%

22% 55% 20% 3%Global 2007

North America

EMEA

APAC

South America

Excellent Good Satisfactory Poor/Unsatisfactory

Q16: Overall, how would the end-users in your organization rate the support provided by IT? Global Base: 686/ North America Base: 200 / EMEA Base: 286/ APAC Base: 100/ South America Base: 100

34

Challenges Faced Supporting Users with Increased Computing Complexities

Challenges Global 2007

North America

EMEA APAC South America

New skills and expertise required of support staff 53% 62% 43% 69% 47%Increased security issues, requiring new security procedures and software

45% 61% 40% 40% 35%

Support costs have increased 30% 38% 25% 32% 26%Support needs to be provided outside of regular work hours

29% 34% 25% 39% 22%

Networking/communications equipment and management increases

29% 25% 30% 31% 32%

New policies required to manage communications, compliance

27% 35% 23% 32% 20%

Increase in IT support staff size 26% 19% 26% 31% 33%New procedures required to support mixed computing style environments

24% 20% 25% 32% 21%

Added controls for remote use of confidential company information

23% 25% 21% 24% 22%

Increased utilization of call centers for first level assistance 21% 16% 25% 17% 27%Use of IT consultants to supplement staff 17% 19% 13% 14% 27%Moved more users to self-help tools 15% 18% 15% 14% 14%Use of outsourcing organizations to manage demands 15% 17% 16% 7% 19%New technology required to partition corporate information from personal

13% 9% 12% 16% 18%

Additional language skills required for local language support

11% 7% 12% 12% 14%

Other 2% 4% 1% 0% 1%None of the above 1% 1% 2% 1% 0%

Q17: What have been the most significant challenges or outcomes your organization has faced supporting users with increasedcomputing complexities? Global Base: 686/ North America Base: 200 / EMEA Base: 286/ APAC Base: 100/ South America Base: 100

35

Investments Global 2007

North America


More self-help tools for users (knowledge bases, automated help tools/voicemail)

51% 66% 40% 58% 43%

More training for IT staff 46% 51% 41% 53% 43%More training for end users 45% 51% 47% 42% 30%

Applications to monitor and manage support 35% 45% 25% 37% 41%

Increasing IT staff 33% 33% 28% 39% 43%

Studies to better understand our end user work styles and needs

29% 20% 30% 39% 33%

Organizing help desks by application and device 26% 20% 24% 32% 41%

Organizing help desks by user type 25% 14% 25% 36% 41%

Outsourcing support that is not core to our business 23% 22% 23% 25% 20%

Policy changes 21% 30% 20% 13% 16%

Outsourcing first level user support to call centers 20% 16% 19% 27% 22%No changes 3% 2% 3% 5% 2%

Other 1% 3% 0.3% 2% 1%None of the above 1% 1% 1% 2% 1%

Necessary Investments to Meet Changing Needs of End Users

Q18: Which of the following investments do you consider necessary to meet the changingneeds of your end users? Global Base: 686/ North America Base: 200 / EMEA Base: 286/ APAC Base: 100/ South America Base: 100

36

9% 15% 9% 67%11% 13% 12% 64%13% 16% 53% 18%14% 16% 48% 22%15% 19% 45% 20%15% 20% 30% 35%16% 16% 37% 31%16% 18% 24% 42%17% 35% 26% 21%18% 20% 20% 43%20% 26% 35% 19%21% 19% 49% 11%

29% 21% 40% 9%29% 25% 35% 11%

Decreased outsourcingDecreased use of offshore/nearshore delivery

Call center24x7 support

Tiered supportIVR (interactive voice response)

VIP responseIncreased use of offshore/nearshore delivery

Consolidation of voice, video, and data device supportIncreased outsourcing

Self serviceEnd user training

IT training investmentsKnowledge base

Within 6 months Within 2 years Already installed No plans

Q19: What changes are you planning in your end-user services organization?Global Base: 686/ North America Base: 200 / EMEA Base: 286/ APAC Base: 100/ South America Base: 100

Global 2007: Changes Planned for End-User Services Organization

37

North America: Changes Planned for End-User Services Organization

Q19: What changes are you planning in your end-user services organization?North America Base: 200

2%5% 5% 89%3%5%4% 89%3% 9% 50% 39%3% 10% 40% 48%4% 10% 62% 25%4% 10% 69% 18%5% 9% 62% 25%7% 13% 25% 56%9% 30% 35% 27%12% 17% 18% 54%12% 17% 58% 14%14% 25% 43% 19%

18% 31% 39% 14%23% 20% 47% 11%

Decreased use of offshore/nearshore deliveryDecreased outsourcing

VIP responseIVR (interactive voice response)

Tiered supportCall center

24x7 supportIncreased use of offshore/nearshore delivery

Consolidation of voice, video, and data device supportIncreased outsourcing

End user trainingSelf service

Knowledge baseIT training investments


38

EMEA: Changes Planned for End-User Services Organization

Q19: What changes are you planning in your end-user services organization?EMEA Base: 286

12% 17% 13% 59%12% 18% 11% 59%14% 17% 43% 27%15% 22% 37% 25%16% 18% 22% 44%16% 18% 25% 41%16% 18% 39% 27%17% 19% 28% 36%18% 22% 24% 36%19% 33% 23% 25%20% 22% 31% 27%

25% 16% 47% 13%28% 21% 40% 11%29% 23% 35% 13%

Decreased use of offshore/nearshore deliveryDecreased outsourcing

Call centerTiered support

Increased outsourcingIncreased use of offshore/nearshore delivery

24x7 supportVIP response

IVR (interactive voice response)Consolidation of voice, video, and data

Self serviceEnd user training



39

APAC: Changes Planned for End-User Services Organization

Q19: What changes are you planning in your end-user services organization?APAC Base: 100

14% 18% 8% 60%18% 18% 16% 48%18% 25% 34% 23%19% 19% 53% 9%20% 20% 25% 35%20% 48% 21% 11%23% 24% 45% 8%22% 20% 42% 16%24% 36% 30% 10%26% 26% 17% 31%27% 28% 33% 12%27% 15% 40% 18%

36% 18% 39% 7%41% 25% 29% 5%

Decreased outsourcingDecreased use of offshore/nearshore

IVR (interactive voice response)Call center

Increased use of offshore/nearshore deliveryConsolidation of voice, video, and data

End user training24x7 support

Self serviceIncreased outsourcing

Tiered supportVIP response



40

South America: Changes Planned for End-User Services Organization

Q19: What changes are you planning in your end-user services organization?South America Base: 100

10% 23% 18% 49%20% 19% 49% 12%21% 14% 23% 42%24% 22% 20% 34%25% 22% 46% 7%26% 21% 47% 6%26% 30% 41% 3%27% 38% 24% 11%28% 25% 34% 13%28% 30% 24% 18%28% 30% 33% 9%29% 25% 19% 27%

41% 27% 29% 3%43% 21% 33% 3%

Decreased outsourcing24x7 support

Decreased use of offshore/nearshore deliveryIncreased outsourcing

Tiered supportCall center

End user trainingConsolidation of voice, video, and data

VIP responseIVR (interactive voice response)

Self serviceIncreased use of offshore/nearshore delivery



41

1%

13%

42%

49%

41%

57%

55%

2%

18%

45%

49%

48%

54%

63%

1%

15%

47%

37%

47%

51%

60%

21%

30%

42%

70%

53%

74%

1%

17%

41%

42%

53%

53%

64%

0% 10% 20% 30% 40% 50% 60% 70% 80%

Other

Importance of usergroup to organization

Support staffproductivity

Competitive advantage

User productivity

User satisfaction

Support cost/budget

Global 2007North AmericaEMEAAPACSouth America

Q20: Which three criteria are most critical when making decisions about investment in initiatives to supportend user requirements? Global Base: 686/ North America Base: 200 / EMEA Base: 286/ APAC Base: 100/ South America Base: 100

Top 3 Criteria When Investing in Initiatives to Support End User Requirements

42

About the Respondents

43

Respondent Titles

Q1. What is your title? Global Base: 686/ North America Base: 200 / EMEA Base: 286/ APAC Base: 199/ South America Base: 100

Titles Global 2007 North America


Director/Manager IT 34% 54% 17% 34% 39%

Other IT Management title 28% 16% 38% 31% 19%

CIO/Head of IT 16% 16% 17% 15% 16%

CFO/Financial Director 7% 2% 9% 5% 11%

Vice President IT 6% 11% 2% 6% 7%

CTO 5% 1% 7% 7% 4%

COO 5% 1% 9% 2% 4%

44

Industry

Q2. Which of the following best describes your company’s primary industry segment?Global Base: 686/ North America Base: 200 / EMEA Base: 286/ APAC Base: 199/ South America Base: 100

Industry Global 2007 North America


Financial Services (including insurance) 21% 23% 21% 11% 30%

Manufacturing 18% 16% 19% 30% 10%

Communications 13% 5% 13% 16% 27%

Government 8% 8% 9% 6% 9%

Transportation and Distribution 6% 6% 9% 2% 6%

Retail 6% 3% 8% 9% 5%

Healthcare 6% 8% 5% 8% 1%

Utilities 5% 2% 7% 6% 7%

Other industry 16% 31% 11% 12% 5%

45

Annual Revenues

24%

19%

33%

20%

4%

28%

20%

41%

4%

9%

28%

19%

26%

23%

4%

11%

18%

40%

31%

18%19%

29%

34%

0%

10%

20%

30%

40%

50%

Greater than $10 Billion $5 to $10 Billion $1 to $4.9 Billion $500 to $999 Million $100 to $499 Million

Global 2007

North America

EMEA

APAC

South America

Q3. What are the annual revenues of your organization?Global Base: 686/ North America Base: 200 / EMEA Base: 286/ APAC Base: 199/ South America Base: 100

Average Annual RevenueGlobal $5.0 Billion North America $5.5 BillionEMEA $5.2 Billion APAC $3.9 BillionSouth America $4.4 Billion

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