HfS Blueprint Report - NTT Data...•Data migration •Custom development services to comply with...
Transcript of HfS Blueprint Report - NTT Data...•Data migration •Custom development services to comply with...
Architects Of The As-a-Service Economy
Khalda De SouzaPrincipal Analyst, Services [email protected]
Charles SutherlandChief Research [email protected]
HfS Blueprint Report
SuccessFactors Services 2016Excerpt for NTT DataMarch 2016
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TOPIC PAGE
ExecutiveSummary 2
Research Methodology 14
SuccessFactors ServicesintheAs-a-ServiceEconomy 19
ServiceProviderGrid 21
ServiceProviderProfile 25
MarketWrap-UpandRecommendations 28
About theAuthors 34
Table of Contents
Executive Summary
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Introduction to the HfS Blueprint Report: SuccessFactors Services 2016
n The 2016 HfS SuccessFactors Services Blueprint Report continues our theme of looking atservices sets regarding the planning, implementation, management, and operations ofleading software-as-a-service platforms.
n Unlike other quadrants and matrices, the HfS Blueprint identifies relevant differentialsbetween service providers across a number of facets under two main categories: innovationand execution.
n This Blueprint Report looks at the innovation and execution capabilities of thirteen serviceproviders in detail and provides a mini profile of capabilities for two more. These serviceproviders are the leaders in this market and the major partners for SAP SuccessFactors indelivering this platform to enterprises today.
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SuccessFactors: Technologies and Servicesn HfS has defined the services set for this blueprint as built around all of the modules in the
SuccessFactors Human Capital Management (HCM) suite. These include:
n Core HR: Employee central and employee central payroll
n SuccessFactors Talent Solutions: Recruitment, onboarding, learning, performance andgoals, compensation, succession, and development
n SuccessFactors Analytics Solutions: Workforce analytics, workforce planning
n Social Collaboration: SAP Jam
n There are new releases or enhancements every quarter.
n SAP SuccessFactors provides the following services:
n SAP Cloud Professional Services: This includes configuration and implementation advice.
n SAP Education for SuccessFactors HCM Suite: This includes training and consultingservices, including best practice advice.
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SAP PartnerEdge: Service Programn SAP PartnerEdge Program: SAP has simplified its partner program, which extends to
SuccessFactors service partners. It is a tiered system that includes partners from thosefocusing on resale to those providing deep business insights. All partners have access toinformation, advice, training, and tools. There are two broad levels of partners:
n SAP PartnerEdge Open Ecosystem for Service: This is for smaller consulting and systemintegration providers and practices initializing their relationship with SAP andSuccessFactors. Partners have access to some free information, training, and tools.
n SAP PartnerEdge for Service: This is for established SAP SuccessFactors service providersand practices. Partners must pay an annual fee and commit to continuous improvementto remain part of the PartnerEdge program. There are three levels of partnership withinthe SAP PartnerEdge Service program: Silver, Gold, and Platinum. Partners can move upto the next level by accruing Value Points, but Platinum partners are selected bySuccessFactors invitation only.
n Run SAP Solutions: This includes SAP Outsourcing and Operations partners. SAP providescertification of local or global support capabilities. Examples include IBM and TCS.
n SAP is transitioning SuccessFactors service provider partners to the PartnerEdge program,including re-aligning partner levels to the new definitions (Silver, Gold, Platinum).
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Additional SAP Partner Levelsn Partners can also achieve the following partner levels:
n Global Strategic Services partner: Examples include Accenture, Capgemini, Cognizant,HCL, IBM, NTT Data, and Wipro.
n Global Services partner: Examples include EY, Hexaware, NGA Human Resources, andTCS.
n Global Value Added Reseller: This includes nearly all the providers included in theBlueprint.
n Business Process Outsourcing partner: Examples includeHCL, TCS, and Wipro.
n Other partner levels include: Global Technology Partner, Education Partner, andApplication Development Partner.
n A service provider may hold a specific partner level for just one country or region.
n In the SuccessFactors Service Blueprint, we highlight the Silver, Gold, or Platinum levels thateach service provider has achieved, where this has been finalized.
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SuccessFactors Tools and Certifications
n SuccessFactors Workbooks: These outline how to configure the different modules. Serviceprovider partners can use and enhance these for clients.
n Intelligent Services: SuccessFactors launched Intelligent Services in August 2015. Thisautomates process steps in SuccessFactors and includes intelligent services that provide acustomized end-user experience.
n Partner Portal: Service provider partners have access to a partner portal that suppliesinformation, advice, training, and tools.
n SAP Product Road Maps: These explain the planned development of a feature or function ofeach product for clients. This includes recent changes available, upcoming developmentreleases in 12 to 18 months, and proposed themes for products beyond this time.
n Certifications: Service provider partners can achieve certifications in each of theSuccessFactors HCM suitemodules.
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SuccessFactors Services Value Chain
PLAN
•BusinesscasedevelopmentforSaaSdeployment•Cloudadvisoryservices,includingcloudreadinessassessment•Compliance,riskmanagement,andsecurityconsulting•HCMstrategyconsulting•SuccessFactorsstrategyconsulting,processdesign,andconfigurationsupport•Changemanagementconsulting•Governancestructure
IMPLEMENT
•Projectmanagement•Datamigration•Customdevelopmentservicestocomplywithindustry,geography,orotherbusinessrequirements•Integrationservices•Extensions,tools,orcustomdevelopmenttofillfunctionalgapsofSuccessFactors•Testing•Initialusertraining•Changemanagementexecution
MANAGE
•Governancemanagement•Upgradesupport•SuccessFactorshelpdesk•Ongoingintegration•Ongoingtesting•Ongoingtraining•SuccessFactorsuptime,dataaccuracy,andaccessresponsibility•Ongoingemployeeadoptionsupport• Just-in-timeusabilitycontent•Periodicsolutionandservicedeliveryreviews•IdentificationofrequiredchangesinSuccessFactorsorprocessestoaccountforchangingbusinessrequirements,e.g.,M&A,divestment,andnewinvestmentsinIT
OPERATE
•Businessprocessoutsourcing(BPO).E.g.,HCMBPO,marketingBPO,etc.
OPTIMIZE
•NewSuccessFactorsmodulevalueidentificationandbenefitanalysis•OngoingSuccessFactorsmoduleadds/upgrades,migrations,andconsolidation•OngoingHCMstrategyandsystemalignment•HCManalyticsandmeasurement•Bestpracticecontentcuration•Usercommunityfacilitation
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Implementation Services Represent Half of the Current SuccessFactors Service Market ApproximatesplitofSuccessFactorsServiceBusinessbyValueChainService*
*AggregateresponsesofserviceprovidersinthisBlueprint
15%
50%
17%
11%
7%Plan
Implement
Manage
Operate
Optimize
Source:HfSResearch,March2016
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Key Highlights: SuccessFactors Services Value Chainn Plan:Enterprisesneedassistancetounderstandthetechnical,organizational,andlegal
implicationsofusingaSaaSsolution.ThisisacriticalphasetogetrightinordertoobtainthemaximumbusinessbenefitsfromaSuccessFactorsdeployment.Weexpectconsultingopportunitiestogrowrapidlyoverthenext12to18monthsdrivenbyincreasingindustryandregionalregulatoryneeds.
n Implement:ThisisthebiggestpartoftheSuccessFactorsservicemarkettoday.DeploymentsrangefromsinglecountrytoglobalandfromsinglemoduletotheentireHCMsuite.Inthelattercase,enterprisestendtoimplementoneorafewmodulesatatime.
n Manage:Thisisstillanafterthoughtformanyenterprisebuyerswhotendtonegotiateashort-termcontractwiththeimplementationpartnerthattypicallycoversjustafewmonthspost-deploymenttoironoutanyearlyissues.Therearealsoafewexamplesoflonger-termsupportservicecontractsinthemarket.Asthemarketmaturesandenterprisesrealisethattheyneedongoingsupport,weexpectthemanagementservicesmarkettogrow,especiallywithanas-a-serviceflavorofflexibleservicesandad-hocaccesstoadviceandskills.
n Operate:Thereisverylittleworkintheoperatephaseofthevaluechain.ServiceproviderswithgeneralHRBPOcapabilitiesarebestplacedtotakeadvantageofthismarketasdemandgrows,butwedon‘texpecttoseerapidgrowthintheshortterm.
n Optimize:Thisremainsthesmallestpartofthemarkettoday,butweexpectittogrowaggressivelyandcreaterealopportunitiesforserviceprovidersabletooffertheflexibilityofservicesrequiredinthisphase especiallyforalignmenttotheevolvingHRstrategy.
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Key Highlights: SuccessFactors Services Market Drivers
n LackofstandardizedglobalHRprocesses:ThisisthemostcompellingreasonenterprisesareseekinganHRsolutiontoday.Clientswanttoachievetechnicalstandardizationtofacilitatebetterprocessmanagementacrosssites.
n InadvertentpurchaseofSuccessFactors:SomeenterpriseshaveboughtlicensesforafewoftheSuccessFactorsmodules,typicallyEmployeeCentralandRecruitment,becausetheywereincludedinabundlefromSuccessFactors.Theseclientsneedassistancetoimplementandgetthemaximumbenefitsfromthemodules.
n SAPlinkimportant:EnterprisebuyersconfirmthathavingSAPERPinthebackofficeremainsastrongreasontoselectSuccessFactorsfortheirSaaSHRsolutionsoveralternativessuchasWorkday.
n Interestinanalytics:ClientswhohavesuccessfullyimplementedsomeSuccessFactorsmodulesandhavegoodvisibilityoftheirHRoperationareincreasinglyinterestedinthevaluethatanalyticscanaddtotheirHRprocess.
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Key Highlights: SuccessFactors Services Marketn HRfunctionandprocessexpertiseiskey:Serviceprovidertalentinvestmentand
enterprisebuyerdemandarefocusedondeepHRfunctionandprocessexpertise.Buyersarenotasinterestedintheserviceprovider’sknowledgeoftheirindustrysectorastheyareaboutitsabilitytosharebestpracticesinHRandhowtogetthemaximumbusinessbenefitsfromSuccessFactorsdeployment.
n MixoftypeofSuccessFactorsserviceproviders:TheSuccessFactorsservicemarketconsistsofITserviceprovidersandHRspecialistserviceproviders.Thismakesitalargeandcomplicatedserviceecosystem.
n Cloudandhybridsolutionslandscape: Whilesomeenterprisesdecidetodeployafullcloudsolution,othersareoptingforahybridmixofon-premiseandcloudHRsolutions,requiringintegrationskillsfromserviceproviders.
n Demandforserviceskillstosupportallthemodules:ThetopthreemodulesimplementedareRecruitmentManagement,PerformanceandGoals,andLearning.However,theclientswespoketorangedfromthoseimplementingjustoneoftheHCMmodulestothoseworkingwiththeentiresuite.
n PayrollandWorkforceAnalyticsaregrowthmarkets:Serviceproviderswhohavedevelopedservicesandsolutionstosupportandexpandthepayrollandanalyticsmoduleshaveopportunitiestogrow,astheseareasshouldincreaseinpopularityinthenext12to18months.
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Key Highlights: SuccessFactors Services Marketn Talentshortage.SimilartootherSaaSservicemarkets,likeforWorkdayandSalesforce,
skillsarescarceintheSuccessFactorsservicemarket.Thisissomewhatmitigatedbytheopportunitytocross-trainSAPandHCMconsultantsinSuccessFactorsmodules.
n Buyersprefertocontractconsultingskillsseparately:MostSuccessFactorsserviceenterprisebuyersprefertoworkwithaspecialistconsultingproviderfortheplanningphaseoftheSuccessFactorsserviceengagementinordertogetaccesstowhatisbelievedtobethemostadvancedHRadvice.ThiscanbewithoneoftheBigFour,includingDeloitteandEY,aspecialistboutiqueconsultingfirm,orevenjustin-houseskills.Alltheblueprintandroadmapworkisfinalizedinthisstage.
n Implementationserviceprovidersselectedfortechnicalservices:Enterprisescontractimplementationproviderstodeploytherequiredmodulesinaccordancewiththeroadmapestablishedintheplanphase.Thereisoftenlittlescopeforimplementationserviceproviderstobringvisionandthoughtleadershiptotheengagement.Interestingly,clientsoftenrealizepost-deploymentthattheywouldhavevaluedtheimplementationproviderdeliveringmorebusiness-focusedadvice.
n IntelligentServicesstillingrowthphase:InAugust2015, SuccessFactorslaunchedIntelligentServices,whichautomatestheprocessstepsinSuccessFactors.Asyet,itdoesnotseemtohavemademuchimpactonserviceproviders,butthismaychangeoverthenextfewyears.
Research Methodology
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Research MethodologyDataSummary
n ThedataforthisBlueprintwerecollectedinQ42015andQ12016,coveringservicebuyers,serviceproviders,andadvisors/influencers ofSuccessFactorsservices.
ThisReportIsBasedOn:n TalesfromtheTrenches:Interviewswereconducted
withbuyerswhohaveevaluatedserviceprovidersandexperiencedtheirservices.Someweresuppliedbyserviceproviders,butmanyinterviewswereconductedbyHfSExecutiveCouncilmembersandparticipantsinourextensivemarketresearch.
n Sell-SideExecutiveBriefings:Structureddiscussionswithserviceproviderswereintendedtocollectdatanecessarytoevaluatetheirinnovation,executionandmarketshare,anddealcounts.
n PubliclyAvailableInformation:Financialdata,websiteinformation,presentationsgivenbyseniorexecutives,andothermarketingcollateralwereevaluated.
ParticipatingServiceProviders
AdditionalMiniProfiles
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HfS Blueprint Scoring Percentage BreakdownEXECUTION 100%
Quality ofCustomerRelationships 43.08%QualityofAccountManagementTeam 21.45%HowServiceProvidersEngageClientsandDevelopCommunitiesAroundSuccessFactors
8.84%
HowServiceProvidersIncorporateClientFeedback 12.79%
Real-WorldDeliverySolutions 50.24%ActualDeliveryofServices forEachSub-Process 20.50%
Plan 4.10%Implement 4.10%Manage 4.10%
Operate 4.10%Optimize 4.10%ScaleofDesign, Implementation,andManagementCapabilities 11.73%UsefulnessofServicestoSpecificClientNeedsofAll Sizes 18.01%
FlexibilitytoDeliverEnd-to-End SolutionsandPointSolutions 7.97%ExperienceDeliveringIndustry-SpecificSolutions 10.04%
FlexiblePricingModelstoMeetClientNeeds 6.68%
INNOVATION 100%Vision forValueDelivery 27.69%
ConcretePlanstoDeliverValueBeyondCost 8.81%PartnershipStrategy 18.88%
VisionforSuccessFactors’EffectivenessinClients 35.64%AbilitytoLeverageValueDrivers 36.68%
IntegrationofThird-PartyCapabilitiesintoSuccessFactors’Solutions 18.14%InvestmentinProprietaryTools,Accelerators,andSolutions 18.53%
TOTAL 100.00%
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Blueprint Scoring Definitions: Execution
EXECUTION Howwelldoestheproviderexecuteitscontractualagreement,andhowwelldoestheprovidermanagetheclient/providerrelationship?
QualityofCustomerRelationships Howengagedareprovidersinmanagingtheclientrelationshipbasedonthefollowingmetrics:QualityofAccountManagement,serviceprovider/clientengagement,andincorporationoffeedback?
QualityofAccountManagementTeam Whatisthequalitylevelofprofessionalskillsintheaccountmanagementteam?
HowServiceProvidersEngageClientsandDevelopCommunitiesAround SuccessFactors
HowwelldoestheserviceproviderengageclientsanddevelopclientcommunitiesaroundSuccessFactors?
HowServiceProvidersIncorporateClientFeedback
Howhaveserviceproviderstakenfeedbackandincorporatedthatfeedbackintotheirservices?
Real-WorldDeliverySolutions Doesthesolutionprovidedcomparefavorablytotheserviceagreeduponwhentakingintoaccountthedeliveryofservicesforeachsub-processandgeographicfootprintandscale?
ActualDeliveryofServicesforEachSub-Process
Takingintoaccounteachsub-processandtheentiremacroprocess,doeseachsub-processadd uptothesuccessfuldeliveryoftheservicebeingprovided?
ScaleofPlanning,Implementation,andManagementCapabilities
DoestheserviceproviderhavescaleinPlanning,Implementation, andManagementCapabilitiesregardingSuccessFactors,includingtheavailabilityofcertificationsatalllevels?
UsefulnessofServicestoSpecificClientNeedsofAllSizes
Howflexibleandexperiencedareproviderswhentailoringsolutionsbasedonclientsize,location,andtypeofsolution(end toendandsinglepoint)?
FlexibilitytoDeliverEnd-to-EndSolutionsandSingle-PointSolutions
Howflexibleareproviderswithdeliveringmulti-processend-to-endsolutionsversussingle-pointsolutions?
ExperienceDeliveringIndustry-SpecificSolutions
Howwelldoestheproviderdeliverindustry-basedsolutions includingFullforce (forexample, depthinverticalssuchasinsurance,retail)
FlexiblePricingModelstoMeetCustomerNeeds Howflexibleareproviderswhendeterminingthepricingofcontracts?Aretheywillingtomakeinvestmentsintheclient’sfirmforlong-termgrowth?
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Blueprint Scoring Definitions: Innovation
INNOVATION Innovationisthecombinationofimprovingbothservicesandbusinessoutcomes.
VisionforValueDelivery Thestrategyforthedeliveryofservicestoeachpartofthevaluechain ofprocesses.
ConcretePlanstoDeliverValueBeyondCost Whataretheplansoftheserviceprovidertodelivervaluebeyondcostsavingsalone?
PartnershipStrategy HowdoestheserviceproviderintegratewithotherpartiesintheSuccessFactorsecosystem(includingSuccessFactorsitself)todelivervaluetoclients?
VisionforSuccessFactors’ EffectivenessinClients What isthevisionoftheserviceproviderfortheevolutionofitsSuccessFactorsservicesoffering, andhowwillitcontributeovertimetoclienteffectiveness andvaluecreation?
AbilitytoLeverageValueDrivers Howwellhaveprovidersintegratedvaluedriversintotheirservices?Examplesincludethird-partysolutions,internalinvestments,andmore.
IntegrationofThird-PartyCapabilitiesintoSuccessFactorsSolutions
Howwelldoestheproviderleveragenewtechnologies/enhancements,mobilityfunctionality,andcloudcapabilitiesintoitssolutions?
InvestmentinProprietaryTools,Accelerators,andSolutions
Whatistheproviderdoingto investinproprietarycapabilities,tools,accelerators,andothersolutionstoenhancethevalueofSuccessFactorsforclients?
SuccessFactors Services in the
As-a-Service Economy
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SuccessFactors Services Incorporate the Ideals of the As-a-Service Economy
IDEAL AS-A-SERVICEIDEALDEFINITION
NON-EXISTENT
INITIAL EXPANSIVE EXTENSIVE ALL-PERVASIVE
Write-OffLegacyUsingplatform-basedsolutions,DevOps,andAPIecosystemsformoreagile,lessexception-orientedsystems 2016
DesignThinkingUnderstandingthebusinesscontexttoreimagineprocessesalignedwithmeetingclientneeds 2016
Brokers ofCapability
Orientinggovernance tosourceexpertisefromallavailablesources,bothinternallyandexternally,toaddresscapabilitygaps 2016
CollaborativeEngagement
Ensuring relationshipsarecontractedtodrivesustainedexpertiseanddefinedoutcomes 2016
IntelligentAutomation
Using ofautomationandcognitivecomputingtoblendanalytics,talent,andtechnology
2016
AccessibleandActionableData
Applyinganalyticstechnologies,processesandresourcesontorelevantdatasetstoderiveinsightsthatcanhelpimproveanenterprise 2016
HolisticSecurityProactivelymanagingdigitaldataacrossservicechainofpeople,systems,andprocesses 2016
Plug-and-PlayDigitalBusinessServices
Plugginginto“readytogo”business outcome-focused, people/process/technologysolutionswithsecuritymeasures
2016
Service Provider Grid
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TodistinguishserviceprovidersthatshowcompetitivedifferentiationinaparticularlineofdeliverywithprogressinrealizingtheAs-a-ServiceEconomyofbusinessoutcome-oriented,on-demand,talent+technologyservices,HfSawardstheseproviderstheAs-a-ServiceWinners’Circledesignation.
Guide to the Blueprint Grid
EXECUTION INNOVATION
As-a-ServiceWinners’ CircleshowsexcellencerecognizedbyclientsintheEightIdealsinbothexecutionandinnovation
Collaborative relationshipswithclients,servicesexecutedwithacombinationoftalentandtechnology asappropriate,andflexiblearrangements
Articulatesvisionanda“newwayofthinking,”hasrecognizable investmentsinfuturecapabilitiesandstrongclientfeedback,and isdrivingnewinsights andmodels
HighPerformersdemonstratestrongcapabilitiesyetlackaninnovativevisionormomentuminexecutionagainstthevision
Executesomeofthe followingareaswithexcellence:worthwhilerelationshipswithclients,servicesexecutedwith“greenlights,”andflexibilitywhenmeetingclients’needs
Typically, describeavisionandplanstoinvestinfuturecapabilitiesandpartnerships forAs-a-Serviceandillustratean abilitytoleveragedigitaltechnologiesand/ordevelop newinsightswithclients.
High Potentialsdemonstratevisionandstrategybuthaveyettogainmomentumintheexecutionofit
Earlyresultsandproof points fromexamplesinnewserviceareasorinnovativeservicemodels,yetlackscale,broad impact,andmomentuminthecapabilityunder review.
Well-plotted strategyandthoughtleadership,showcaseduseofnewertechnologiesand/orroadmap,andtalentdevelopmentplans
ExecutionPowerhousesdemonstratesolid,reliableexecution,buthaveyet toshowsignificantinnovation orvision
Evidence ofoperationalexcellence;however, stillmoreofadirectiveengagementbetweenaserviceprovideranditsclients.
Lack ofevidentvisionandinvestmentinfuture-oriented capability,suchasskillsdevelopment, “intelligentoperations,”ordigitaltechnologies.
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I
HfS Blueprint Grid: SuccessFactors ServicesINNOVA
TION
EXECUTION
ExcellentatInnovationandExecutionInvestinginInnovationtoChange
BuildingAllCapabilities ExecutionIsAheadofInnovation
AS-A-SERVICEWINNERS’CIRCLE
EXECUTIONPOWERHOUSES
HIGHPOTENTIALS
HIGHPERFORMERS
InfosysTCS
HCL NTTData
Cognizant
IBM
Capgemini
NGAHR
Wipro
EY
Hexaware
AccentureAasonn
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Major Service Provider Dynamics: Highlights
EXECUTION
• AccountManagement:Strongaccountmanagementthatcreatesapartnershipwithclientsisacriticalcapabilitytoensureclientsatisfaction.ManyoftheserviceprovidersintheBlueprinthavegoodaccountmanagementskills,butclientswereparticularlycomplimentaryaboutAccenture,EY,HCL,Infosys,andTCS.Accenture’sclientsalsohighlighteditsstrongaccountmanagementskillsinthepost-deploymentsupportphaseoftheengagement,whichisrare.
• ScaleofDesign,Implementation,andManagementCapabilities:SuccessFactors’serviceclientsselectimplementationserviceprovidersbasedontheircapabilitiesandgeographicalscale.MostoftheprovidersinthisBlueprinthavegoodcapabilities.ThosethatstoodoutincludeAccenture,Aasonn,HCL,IBM,NGAHumanResources(NGAHR),andNTTData.
• Flexibility:ThemostsuccessfulSaaSengagementsareveryflexibleintermsofbeingabletoscaleservicesupanddownandtheassociatedpricingmodels.Inaddition,flexibilityisakeycomponenttomodernSaaSmanagementandoptimizationservices,whichprovideon-demandaccesstoadvice,skills,andconsultants.ClientswereparticularlyimpressedwiththeflexibilityofCapgemini,HCL,IBM,Infosys,NGAHR,andNTTData.
INNOVATION
• ConcretePlanstoDeliverValueBeyondCostSavings:ImplementationservicesformthelargestpartoftheSuccessFactorsmarkettoday,andtheseengagementsarelargelyfocusedoncost-effective,technicalcapabilities.Clientsare,however,impressedwithproviderswhoareabletoprovidevalueoverandbeyondthetacticaldeployment.ClientshighlightedthatAccenture,Aasonn,EY,Cognizant,HCL,IBM,Infosys,NTTData,andWiprowereparticularlygoodatdeliveringvalue.
• VisionforSuccessFactors’Effectiveness:HavingavisionforwheretheprocessessupportedbySuccessFactorsareheadedinthefutureisanimportantelementofinnovation.WesawthisvisioncomeoutparticularlyclearlyinAccenture,Aasonn,EY,IBM,NGAHR,andNTTData.
• InvestmentinProprietaryTools,Accelerator,andSolutions:ImplementingandmanagingSuccessFactors’deploymentsforclientsisenhancedbyhavingasuiteofuniquetools,accelerators,andothersolutionstomaximizetheattainmentofbenefitsforbothclientsandserviceproviders.Inourreviewoftheinvestmentsinthesecapabilities,wesawparticularfocusherefromAccenture,Capgemini,Hexaware,NGAHR,NTTData,andTCS.
Service Provider Profile
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HfS SuccessFactors Services Value Chain: Key to Profilesn ValueChaincoverageisindicatedbyorangeshading.Alight-orangeshadingindicatesthatthe
serviceproviderpartiallyoffersthisservicetodayoritcurrentlyforms5%orlessofthecurrentSuccessFactorsbusiness, soitisinthegrowthstage.Awhiteboxwithblackletteringindicatesthattheserviceproviderdoesnotofferthisservicetoday.
Key
n EachprofilealsoincludesalistofacquisitionsandpartnersthatarerelevanttotheSuccessFactorsserviceofferings’developmentand/ordelivery.SAPisastrongpartnerforallserviceprovidersintheBlueprint.WehavenotlistedSAPineachindividualserviceproviderprofile.
Plan
Implement
Manage
Operate
Optimize
FullyOffered Today
PartiallyOfferedToday/InDevelopment/GrowthArea
NotOffered Today
FullValueChainOffered
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NTT Data
RelevantAcquisitionsandPartnerships KeyClients Operations TechnologyTools andPlatforms
Acquisitions include:• Symphony Consulting
(2014)• Everis(2014)• Carlisle and Gallagher
Consulting Group (2015)
Partnerships include:• ASUG• Workforce Management
NTTDatatargetsclientswithmore than1,000 employees transitioning toSAPCloud.
Geographical coverage in order ofrevenue: North America, India, ANZ,MEA,the UK,Continental Europe, otherAPAC
Industry Coverage:Most industries. Thetop threeareManufacturing, LifeSciences, and Retail andDistribution
Some publicly disclosed clients include:• Entegris,Montefiore Healthcare,
MTSCorporation, Relaxo, WiltonBrands, World Kitchen
• Partner Level:Platinum• Yearof Practice Established: 2012• Number of SuccessFactors Certified Consultants:
185+• Number of SuccessFactors Certifications: 400+• TotalNumber in Practice: 230• Number of Clients: 80• Number of Engagements Completed orOngoing: 163
KeyDeliveryLocations for SuccessFactors Practice:• TheUS:Chicago, Atlanta,Boston, Houston, Dallas• India: Hyderabad, Bangalore• Australia: Sydney,Melbourne, Brisbane, Perth• TheUK:London• Turkey:Istanbul• APAC: Philippines: Manila;Singapore; Malaysia:
Kuala Lumpur; Vietnam: HoChiMinh City
• 80/10/10 ProjectMethodology andApproach:Implementation methodology using prebuilt templates andintegration framework builton best practices
• Pre-Defined Templates: Prebuilt templates withcompleteworkbooks withbestpractice processes forEmployee Centraland allmodules in theBizX Suite
• Industry-Specific Templates: Predefined best practiceworkbooks and templates forManufacturing, Retail, andPharmaceutical industries.
• Learning Management Solution: Extends SAPsolution.Focuses on largeenterprises. Governance and regulationfocused formanufacturing industry license, certifications, andcompliance to reduce risk.
• OPTIMIZE Toolset:Web/Cloud-Based Project/ProgramManagement Toolkit
• Ready2run Solution: Forclientswithless than 1,000employees who arelargelypaper-based, for rapid deployment
Strengths Challenges
• Experience inMulti-Country Implementations: NTT Datahasexperience withmulti-countrySuccessFactors roll-outs, which require HRgovernance, compliance, legalrequirements, andinternational lawsthatsupport country-specific regulations, particularly for Employee Central,Payroll, andReporting modules. This isunderpinned byan impressive spread of global deliverycapabilities thatallowNTT Datatooffer the rightmix of offshore and onshore services toclients.
• Investment inImplementation Methodologies with Industry Flavors:NTTDatahas invested inseveraltemplates andmethodologies, including its80/10/10methodology, which claims toreduce implementation time by40%.Moreover, NTT Dataisinvesting inindustry solutions,which is akeydifferentiator inthismarket. NTTDataisstrengthening offerings specifically fortheManufacturing, Life Sciences, and Retailindustry sectors.
• Strong Technical Skills:Clients commend NTT Dataforitsexcellent technical implementationskills.These are backed byastrong SAPservice practice ofmore than 9,000 practitioners andconsultants andmore than25 yearsof experience implementing SAPHCM.NTT Datahasalsoimplemented Employee Central, Compensation, and VariablePayand Performance and Goals,Calibration, Payroll,LeaveManagement, and Jam internally.This ispartof theeffort tostandardize operations across itsglobal, often acquired, entities, which lends the serviceprovider additional credibility toachieve this alsofor clients.
• Flexibility:Clients highlighted NTTData’sflexibility indelivering additional services aswellasfortheassociated pricing models. One client saidthat, when anyextrawork needed tobedone,NTTDatajust stepped upand delivered it.
• Consulting andManagement Services Growth: Most ofNTTData’s SuccessFactors business isfromimplementation services. While thisalso reflects themarket,NTT Datahas anopportunity togrowitsconsulting andmanagement services toestablish long-term, strategicrelationships withclients. NTTDataacquired FSIconsultancy, Carlisle& Gallagher, lastyearand plans tocontinue tostrengthen these areas,including itsadvisory, projectmanagement and changemanagement services, aswellascontinue todevelop itscenter of excellence thatmanages local, in-countryrequirements. NTTDataalso needs toincrease awarenessof itsconsulting capabilities tobe acredible option fornew logoclients intheservice-provider selection phase.
• European and Latin AmericanGrowth: While NTTDataisdeploying global projects, themajorityof itsclients have aNorth American orAPACheadquarters. NTTDatahasopportunities tostrengthen itsbusiness withenterprisesbased in Europe and LATAM,where itsnewCosta RicaDevelopment center has opened.
BlueprintLeadingHighlights
• Quality of AccountManagement Team
• Incorporate CustomerFeedback
• Flexibility toDeliverBothEnd-to-End Solutions andPoint Solutions
• Flexible PricingModels• DeliverValueBeyond Cost• Investment inTools
Winners’ CircleExperienceincomplex,globalroll-outsandinvestmentinindustry-focusedtools
Plan
Implement
Manage
Operate
Optimize
Market Wrap-Up and Recommendations
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SuccessFactors Services Buyers: Service Provider Selection
Top three SuccessFactors service provider selection criteria:
n Existing relationship: Most of the clients we spoke with selected their SuccessFactorsservice provider based on the fact that they had an existing relationship. Clientsrecognize that selecting a service provider that understands their business priorities is abig advantageover selecting a new provider who would need to learn this.
n Price: Price remains a top-three selection criteria for clients, but there is an increasingawareness of the underlying value delivered for the price paid. Purely being cost-effective is not an advantage on its own. Clients like to know what they are paying forand receiving business value.
n Capabilities and scale: The third most important SuccessFactors service providerselection criterion is technical capabilities to deploy the different HCM suite modules.Enterprises with international offices also require proof that the service provider hasdelivery capability in different countries and/or a good understanding of local laws, HRregulations, and business culture.
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SuccessFactors Services Buyers: Client Satisfaction
Top three contributors to client satisfaction:
n HR process skills knowledge: SuccessFactors service clients define value in terms of theservice provider’s ability to share HR process best-practice experience and advice. Thisincludes providing a holistic view of the HR process beyond the individual technicalmodule deployment.
n Account management: Good account management is strongly aligned to high clientsatisfaction rates. Clients appreciate working with a person or team that is committed tounderstanding technical and business issues and being responsive to all requests.
n Flexibility: Clients expect and appreciate flexibility in engagements. Even with a well-thought-out roadmap, there are often required changes or tweaks in the deploymentphase. Clients appreciate service providers who are flexible to tweak service delivery andoffer flexibility in the associated pricing models. Contracts with strict statements of workare not the norm in successful SaaS services engagements.
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Recommendations: Service Providersn Invest in functional understanding and adopt a holistic approach to HCM: Clients
highlight that HR-process best-practice advice is the single most important definition ofreal value in a SuccessFactors service engagement. Service providers with an HRbackground, such as NGA HR and those with strong HCM practices, are in anadvantageous position. These and other service providers must focus on hiring talentwith HR process skills and experience.
n Partner for or market consulting services capabilities: Enterprises tend to contractSuccessFactors consulting services separately. Service providers with little or noSuccessFactors consulting service capabilities should consider partnering with a strongconsulting provider to offer this to clients and to ensure implementation servicereferrals. Service providers that have invested in SuccessFactors consulting servicesneed to aggressively market these to existing and potential clients to ensure beingconsidered on RFP short lists.
n Bring the vision to implementation services: Service providers should offer business-oriented advice in implementation service engagements, for example, providing aholistic view of the HR process versus purely deploying the modules. Enterprises do nottend to ask this of their implementation partners as they do not expect to need it, butafter deployments, they admit that this would have brought important added value tothe engagement. Service providers must be proactive in sharing their business-focusedknowledge and capabilities with clients so that they are fully aware of the servicesavailable to them.
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Recommendations: Service Providersn Upsell management services more aggressively: Service providers should be proactive
in explaining the importance of post-deployment management services to clients. Toomany SuccessFactors implementation service providers are missing clear opportunitiesto upsell management services.
n Invest in tools and technologies: Service providers should continue to invest in toolsand technologies to enhance their SuccessFactors service offerings. Most of the serviceproviders in the Blueprint have made good investments in this area, but there are still alot of opportunities for growth. In particular, investments in HANA extension tools andindustry-focused templates and tools will stand out in this crowded market as cleardifferentiators.
n Invest in account management skills: Service providers should prioritize strengtheningaccount management skills to foster deep relationships with clients. This is an importantfactor in client satisfaction as well as a major consideration to engage the serviceprovider for additional work.
n Be flexible: Enterprises like to work with service providers who are flexible. Serviceprovider teams should prioritize client needs and deliver the required service, withoutbeing constrained by strict contracts. Flexibility is also a key element to successfulmanagement and optimization services, where access to specialists is preferred on anon-demand basis.
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SuccessFactors Services Are Incorporating the Ideals of the As-a-Service Economy
IDEAL AS-A-SERVICEIDEALDEFINITION
NON-EXISTENT
INITIAL EXPANSIVE EXTENSIVE ALL-PERVASIVE
Write-OffLegacyUsingplatform-basedsolutions,DevOps,andAPIecosystemsformoreagile,lessexception-orientedsystems
20162017
DesignThinkingUnderstandingthebusinesscontexttoreimagineprocessesalignedwithmeetingclientneeds 2016 2017
Brokers ofCapability
Orientinggovernance tosourceexpertisefromallavailablesources,bothinternallyandexternally,toaddresscapabilitygaps 2016 2017
CollaborativeEngagement
Ensuring relationshipsarecontractedtodrivesustainedexpertiseanddefinedoutcomes
20162017
IntelligentAutomation
Using ofautomationandcognitivecomputingtoblendanalytics,talent,andtechnology 2016 2017
AccessibleandActionableData
Applyinganalyticstechnologies,processesandresourcesontorelevantdatasetstoderiveinsightsthatcanhelpimproveanenterprise
2016 2017
HolisticSecurityProactivelymanagingdigitaldataacrossservicechainofpeople,systems,andprocesses
2016 2017
Plug andPlayDigitalBusinessServices
Plugginginto“readytogo”business outcome-focused, people/process/technologysolutionswithsecuritymeasures
20162017
About the Authors
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Khalda De SouzaPrincipalAnalyst,ServicesStrategies,HfSResearch– UnitedKingdom
Overview• KhaldaDeSouzacoversdevelopments inITandBPOacrossEuropeforHfSandglobally
coverstheemergence ofservicesaroundsoftwareasaservice (SaaS)offerings.• Shehasextensive experience inprovidingstrategic advicetobothITservices providersand
customer organizationsglobally.Forproviders,thisincludes, butisnot limitedto,channelstrategies, productpositioning, competitive intelligence, markettrends,andforecastanalysis.Forclients, Khaldahasprovidedinsightfulguidance onsourcingandvendorselection strategies.
PreviousExperience• PriortoHfS,Khaldawasasenior-level ITservicesresearch analystatGartnerfornearly20
years. Inthattime, shemanaged Europeanresearchforseveralareas, includingnetworkandITsecurityandbusinessapplications. Khaldahasledkeyresearch deliverables,suchasMagicQuadrantsforbothEuropeandglobalmarketsatGartner.
Education• KhaldahasaBSc. fromAstonUniversityinInternational BusinessandFrench.
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Overview§ CharlesSutherlandistheChiefResearchOfficeratHfS.Charlesisresponsiblefortheoverall
researchagendaforHfSacrossthe“as-a-service”economy.Hepersonallycoverstheareasofautomation,businessplatforms,supplychain,procurement,andvariousverticalprocesses.SincejoiningHfSin2013,Charleshashadtheopportunitytospeakatvariousindustryforums,includingNASSCOM,andhashadhisresearchcoveredwidelyinthebusinessandoutsourcingpressaswell.
PreviousExperience§ Charleshasbeeninthebusinessservicesmarketfor20years,includingpreviousrolesasthe
ChiefStrategyOfficerforaBPOserviceproviderandtheManagingDirector,GrowthandStrategy,forAccenture’sOperationsGrowthPlatform.Intheseroles,hehashadabreadthofexperienceinthoughtleadership,strategydevelopment,acquisitions,businessdevelopment,andlong-terminvestmentplanninginbothBPOandITO.
§ CharleshasalsohadGrowthandStrategyrolesforAccentureinInfrastructureOutsourcingandfortheCommunications,Media,andHighTechOperatingGroup.Priortothat,hewasaStrategyConsultantinLondonforAccenture,servingclientsintheMedia,Communications,andConsumerGoodsindustries.Ifyougoevenfurtherbackintime,hewasalsoaMarketingDirectorforOlivettiinCanadaandEurope.
Education§ MBAfromINSEADinFontainebleau,France§ HonorsBAinEconomicsandPoliticalSciencefromtheUniversityofToronto
Charles SutherlandChief ResearchOfficer,HfSResearch– Dallas,TX
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About HfS Research
Wecoinedthe As-a-ServiceEconomy termbecauseweseeaprofoundchangeunderwaythatismoreall-encompassingthanasimplebusinessmodelorproductline.It'saglobalshiftthatwillleavefewsectorsofbusinessorsocietyuntouched.
TohelpourclientsandthemarketgettotheAs-a-ServiceEconomy,weservethestrategyneedsofbusinessoperationsandITleadersacrossfinance,supplychain,humanresources,marketing,andcoreindustryfunctionsinorganizationsaroundtheworld.HfSprovidesinsightfulandmeaningfulanalystcoverageofbestbusinesspracticesandinnovationsthatimpactsuccessfulbusinessoutcomes,suchasthedigitaltransformationofoperations,cloud-basedbusinessplatforms,servicestalentdevelopmentstrategies,processautomationandoutsourcing,mobility,analyticsandsocialcollaboration.HfSappliesitsacclaimed BlueprintMethodology toevaluatetheperformanceofserviceandtechnologyintermsofinnovatingandexecutingagainstthosebusinessoutcomes.
HfSeducatesandfacilitatesdiscussionsamongtheworld'slargestknowledgecommunityofenterpriseservicesprofessionals,currentlycomprising100,000+subscribersandmembers.HfSResearchfacilitatestheHfSSourcingExecutiveCouncil,theacclaimedelitegroupofsourcingpractitionersfromleadingorganizationsthatmeetsbi-annuallytosharethefuturedirectionoftheglobalservicesindustryandtodiscussthefutureenterpriseoperationsframework.HfSprovidessourcingexecutivecouncilmemberswiththeHfSGovernanceAcademyandCertificationProgramtohelpitsclientsimprovethegovernanceoftheirglobalbusinessservicesandvendorrelationships.
HfStrailblazedthefreemiumresearchmodel.Morethan75%ofourpublishedresearchrequiresjustafewcheckboxesinoursimpleregistrationtodownload—nosubscription,nohassles.
TolearnmoreaboutHfSResearch,[email protected].