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The Latest

18 March 2021: Zoho is a privately held, Indian, Cloud-based CRM vendor that has grown rapidly internationally. It has just turned 25 years old. While it’s CRM suite is not as sophisticated as that of SalesForce, it is supported by a suite of low-code development tools and marketing-oriented modules for small to mid-sized business.

zoho timeline

Why it’s Important

IBRS has noted that many Australian organisations - in particular the public sector - are only short-listing Salesforce and Dynamics for modern CRM. This is often due to the research into available CRMs being exclusively limited to vendors in leading positions on US-focused market research papers, or advice from consultancies that only refer to such public materials.

To ensure the best suite at the best cost-point is selected, IBRS strongly recommends that the following be considered during the shortlisting process: 

  1.  Be sure to explore niche CRM products, as some of these may have a better fit or specific industry sector focus that can deliver benefits more quickly and at significantly lower costs than the leading products. Just because a solution as complex as a CRM is leading the market, does not mean it is necessarily the best for your organisation.
  2. When reading international reports, keep in mind that North America and Europe have different technology market ecosystems to Australia. In particular, skills availability (and therefore costs) differ. Be sure to factor in local issues.
  3. Carefully consider your starting point. How complex is your software environment? Factor your organisation’s networking infrastructure and the integration requirements both immediate and longer term.
  4. Leverage the channel capabilities and skills of local implementation partners. Implementation partners play a significantly greater role in a CRM’s successful implementation than the product itself. It is therefore vital that buyers not only consider the product in question, but also the available partners. 

The ultimate impact of limiting modern CRM (and related digital services) to the major vendors is that organisations may find themselves paying for far more than they need in a system, while also introducing more complexity into business operations than is necessary. 

IBRS is not suggesting that Zoho (or any of the other niche CRMs from the myriad available) is right for your organisation. Salesforce and Dynamics are exceptional products. However, many organisations do not need exceptional: they simply need more than good enough for their current and future needs, and they need it quickly and at the right cost point.

Who’s Impacted

  • CIO
  • Digital platform leads
  • Procurement teams
  • Business units executives

What’s Next?

Shortlists are critical for keeping procurement agile and within scope. However, do not short-change the shortlisting process by relying on generic reports that do not factor in:

  • specific industry needs
  • the Australian context
  • local channels and skills 

Related IBRS Advisory

  1. Trends for 2021-2026: No New Normal and Preparing For the Fourth-wave of ICT
  2. VENDORiQ: Salesforce Introduces Hyperforce
  3. Salesforce vs Dynamics
  4. CRM Modernisation Part 5: Microsoft Dynamics vs Salesforce Total Cost of Service
  5. IBRSiQ: Can IBRS Review Our Dynamics365 (D365) Licensing Calculations?

 

The Latest

23 March 2021: ServiceNow has signed an agreement to purchase robotic process automation vendor, Intellibot. The deal will see Indian-based Intellibot, which was founded in 2015, embedded into the ServiceNow platform. 

Why it’s Important

RPA is rapidly becoming merged within the low-code everything ecosystem. ServiceNow’s planned investment in buying into RPA is not surprising: other low-code vendors, such as Nintex, have already secured their RPA solutions through acquisition. Buyers of standard-alone RPA solutions can expect more acquisitions, followed by rapid market consolidation in 3-5 years time. 

Who’s Impacted

  • CIO
  • Development team leads
  • Business analysts

What’s Next?

Expect RPA to play an increasing role in areas such as customer account creation and management, customer verification, employee on-boarding and off-boarding, data extraction and migration, and claims and invoice processing, among others.

Related IBRS Advisory

  1. Exploring Robotic Process Automation
  2. How Can AI Reimagine Your Business Processes?
  3. Cloud Low-code Vendor Webflow Secures US$140 Million
  4. Aussie Vendor Radar: Nintex Joins the Mainstream Business Process Automation Vendor Landscape
  5. SNAPSHOT: A Robotic Process Automation Infographic

The Latest

20 March 2021: GorillaStack has released capabilities that allows it to monitor and apply governance rules to any external service that communicates with AWS EventBridge.

Why it’s Important

GorillaStack is one of the earliest vendors to address the complexities of Cloud cost management, having started in Australia in 2015 and moved to having strong growth in the international market. In May 2020, GorillaStack was acquired by the switzerland-based SoftwareOne.

Like its international competitors, GorillaStack moved from helping organisations monitor and optimise their Cloud spend, to monitoring the Cloud ecosystems for performance and security concerns. This recent announcement suggests that the next phase of growth for organisations in the Cloud cost optimisation space is not only to detect events in Cloud infrastructure, but also external services, and then apply rules to perform specific actions on those events. Such rules can not only automatically help reduce Cloud spend by enforcing financial governance directly into the Cloud infrastructure, but also helping to enforce security rules.

Who’s Impacted

  • CIO
  • Development team leads
  • Business analysts

What’s Next?

Cloud cost optimisation is already an important discipline for organisations with mature Cloud teams. Like software asset management (SAM), tools alone will not see organisations optimise their expenditure on Cloud services. An understanding of the disciplines required and setting up appropriate rules is needed. In addition, IBRS notes that many less-mature organisations have a ‘sprawl’ of Cloud services that need to first be identified and then reigned in before cost optimisations products can be fully effective. 

Related IBRS Advisory

  1. New Generation IT Service Management Tools Part 2: Multi-Cloud Management
  2. How to Get on Top of Cloud Billing
  3. Sourcing Monthly April 2020 – May 2020

The Latest

27 March 2021: Google has announced programs with two US-based insurance companies where clients taking up Google Cloud Platform security capabilities will receive discounts on cyber insurance premiums. 

Why it’s Important

The number of serious cyber incidents is on the increase and insurance premiums in the US have tripled over the last two years. Having a cyber incident response plan in place helps mitigate the risks and reduces the recovery time from a cyber incident, but also contributes to lowering the premium for cyber insurance. It is akin to having fitted window locks to a house, lowering insurance premiums in certain circumstances.

Google’s security posture, and threat assessment services, and services to manage security incidents effectively are sufficient to both reduce the frequency of security incidents and lessen their impact. Insurance actuaries see the benefit in such services and have determined there are savings to be made by the lower risk and risk mitigation profiles. 

Notwithstanding any special programs brokered between Cloud vendors and insurers, being able to demonstrate both a strong security posture and, importantly, an incident response plan will drive down an organisation's premiums, especially as insurance companies are inserting their own teams into incident response situations. 

Who’s Impacted

  • CIO
  • Development team leads
  • Business analysts

What’s Next?

If not already done, organisations should undertake a cyber risk assessment and implement a cyber incident response plan backed by appropriate cyber insurance. 

Related IBRS Advisory

  1. Improving Your Organisation’s Cyber Resilience
  2. Incident Response Planning: More Than Dealing with Cyber Security Breaches and Outages
  3. How Does Your Organisation Manage Cyber Supply Chain Risk?
  4. Why You Need a Security Operations Centre

The Latest

9 March 2021: Dropbox has acquired DocSend for US$165 million. This is a welcome addition to managing the risks associated with information management in a collaborative environment. 

Why it’s Important

Dropbox’s acquisition is not about organic growth, as DocSend’s client base of 17,000 users is dwarfed by Dropbox’s estimated 600 million. The deal is more about positioning Dropbox against the likes of Adobe Document Cloud, by allowing organisations to track what happens to information once it is shared. Being able to manage and track document access is a critical aspect of modern, enterprise-grade file sharing which is needed for secure collaboration. It is a feature missing in most collaborative platforms - at least out of the box. 

Who’s impacted

  • CIO
  • Development team leads
  • Business analysts

What’s Next?

Being able to manage access and track who’s accessed a document is a good start for closing the governance issues of most collaborative platforms (e.g. Teams, Slack, Zoom, Zoho, etc.)  However, organisations should look at adopting a zero trust model for information assets, involving identity management linked to access controls and an ‘encrypt everything by default’ mentality.  

Related IBRS Advisory

  1. Did Dropbox just break knowledge management?
  2. IBRS survey exposes Teams risk - The Australian - 21 January 2021
  3. Microsoft Teams governance: Emerging better practices
  4. Data loss by the back door, slipping away unnoticed
  5. Workforce transformation Part 2: The evolving role of folders for controlled collaboration

The Latest

11 March 2021: Talend, a big data / data integration solutions vendor, has signed an MOU to be acquired by private equity giant Thomas Bravo for US$2.4 billion, representing a nearly 30% premium on its current share price. 

Why it’s Important

Talend has been aggressive with the development of its solutions in the last few years, in particular in the area of managing data quality. During one-on-one briefings with IBRS, the company has demonstrated considerable flexibility in its roadmap and the willingness, and agility, to take cues of the emerging needs of clients.

Conventional wisdom is that once tech firms get subsumed by private equity, innovation declines as business drive turns to ‘rent seeking’ behaviour. This is especially true for funds that have a portfolio of well-established (legacy) technologies. A review of Thomas Bravo’s current and prior investments places Talend in a fund that previously held the likes of Attachmate and Compuware. Attachmate (now owned by Micro Focus) was seen to be aggressive with audits during the period it was owned by Thomas Bravo. On the surface, this could be cause for concern about the future direction of Talend.  

However, there are significant differences. Talend has a growing user base, is positioned in a market segment that is still evolving and has at least a decade of product innovation to come.  

Who’s impacted

  • CIO
  • Business intelligence / big data teams
  • Data management leads
  • Procurement 

What’s Next?

Over the next half-decade, an acquisition of Talend by Thomas Bravo is likely to deliver a continued commitment to market-led innovation. There is enough head-room for the fifteen-year old Talend to continue deploying new capabilities at pace that keeps clients happily buying more services.  

However, as the market for big data management solutions matures - especially shared data catalogues - pressure may start to mount for Talend to refocus on extracting more revenue from clients with proportionally less investment in development. Yes, that is a worst-case scenario, and it is not unique to Talend nor its deal with Thomas Bravo.  

Even so, organisations looking to invest in big data management solutions need to be viewing their investment futures over a decade. Such solutions quickly become fundamental platforms for the business and will be difficult (and expensive) to replace as they become increasingly embedded. Keep the long-term scenario in mind. 

Related IBRS Advisory

  1. Power BI is driving data democratisation: Prepare now
  2. Why investing in data governance makes good business sense
  3. Key lessons from the executive roundtable on data, analytics and business value
  4. Machine learning will displace “extract, transform and load” in business intelligence and data integration
  5. IBRSiQ: Can IBRS provide input into suitable reporting systems using primarily in-system data, but not excluding third party?

The Latest

9 March 2021: The Australian Defence Department has inked a deal with Fujitsu, Leido and KBR to blitz its ageing network and end-user computing environment in a program of work thought to be worth around AU$200 million.

Why it’s Important

Fujitsu is not the first vendor that comes to mind when thinking about end-user computing overhauls. However, in the world of highly secure workplaces, vendors such as Fujitsu and Unisys have unique offerings and experiences. Even if not using these vendor’s capabilities, the critical components of the security architecture are worth noting by organisations that need to protect information assets with an increasingly mobile or distributed workforce. 

Who’s impacted

  • End-user computing / digital workspace architects
  • Security teams

What’s Next?

With remote working no longer a choice, but a business continuity issue, organisations need to rethink traditional approaches to securing information assets and people when planning for the next upgrade of end-user computing. Identity management, contextual access control and encryption of information assets are three essential pillars of a modern, secure digital workspace. Building upon these pillars, organisations can look towards zero trust approaches and adopt emerging new techniques for detecting issues and protecting the organisation, such as embodied in products for user, entity and behavioural analytics (UEBA).

Related IBRS Advisory

  1. Architecting identity and access management
  2. Embracing security evolution with zero trust networking
  3. Trends for 2021-2026: No new normal and preparing for the fourth-wave of ICT

The Latest

18 February 2021: The latest Australian Bureau of Statistics (ABS) Labour Force report highlighted major increases in employment for ICT and business professionals.

Net increases of note in the period were:

ICT professionals 

  • programmers (14%)
  • network professionals (16%)
  • web designers (16%)
  • database administrators (23%)

Business professionals

  • accountants (14%) 
  • information / organisational professionals (27%).

Who’s impacted

  • CIOs
  • Sourcing Teams
  • Human Resources

What’s Next?

These increases are consistent with forecasts that found ICT spending would increase in 2021 to
secure growth opportunities and support remote staff.

Employment increases of the scale above inevitably trigger investment in new systems that need
innovative software solutions, hardware, and specialised ICT services, all of which open the door for
market-ready vendors to promote their offerings.

Related IBRS Advisory

  1. ICT Trends 2021-2021: No new normal and the fourth wave of ICT
  2. IBRSiQ: Can IBRS help in an understanding of where Australian companies are in relation to spend vs revenue? 
  3. Why benchmarking IT costs and staffing is important

The Latest

25 February 2021: Microsoft has announced a new industry Microsoft Cloud product suite. In short, Microsoft is pivoting to deliver vertical market Cloud offering for: Financial Services, Manufacturing, Non-profit and Retail on the back of the success with the Microsoft Healthcare Cloud. The primary purpose of these tailored industry solutions is to meet specific needs, breakdown silos and increase collaboration, productivity and efficiency within and across Industries.

Is this new or are we seeing a response to similar Cloud SaaS verticals from Salesforce and Netsuite?

Why it’s Important

Whether it is regulatory compliance or creating efficiencies, Microsoft is the latest to develop industry driven verticals offerings under the Microsoft Cloud banner. Whilst each MS Cloud solution addresses specific industry needs it also makes a concerted effort to take the existing Microsoft software products suites and add new capabilities to M365, Azure, Dynamics 365 and the Microsoft Power Platform. 

This level of investment by Microsoft in Cloud specific solutions should reduce the need for industries to invest heavily in their own solutions and instead adopt a common off the shelf SaaS solution. But will this provide competitive advantage for industries or will it make everything vanilla over time. Microsoft is planning continuous engagement with Industry leaders to ensure constant innovation so the industry Clouds do not become a one size fits all, set and forget approach. 

Who’s impacted

  • CIO
  • CDO
  • Digital Supply Chain
  • Enterprise Architecture
  • Software Architecture Leads

What’s Next?

Monitor the release of these industry specific Microsoft Cloud solutions in March 2021. As with Microsoft Power Platform products, much of the pricing remains a mystery for these Cloud offerings. By all means get access to release information and hopefully a private preview from March 2021 so you can see if the industry solution really meets your business needs.

Related IBRS Advisory

  1. Book at an advisory session to explore how Microsoft’s Strategy impacts your organisation
  2. Pros and Cons of Going All-In With Microsoft
  3. Google Workspace for Education - From Free to Fee
  4. Oracle’s new federal government Cloud capabilities

The Latest

23 February 2021: The appetite for crowdfunding of tech startups looks to remain strong, with the fledgling accounting software vendor Thrive securing AU$3 million through the Birchal service.  

Why it’s Important

There are two lessons to take from this announcement. 

First, commercial crowdfunding is a growth area that will favour niche tech start-ups. As more success stories emerge, this has the potential to re-invigorate the Australian startup community, which has been lagging. 

Second, it highlights the likely capabilities to be introduced in SaaS-based financial solutions: namely AI-powered automation and machine-learning decision support.

Who’s impacted

  • CIO
  • CFOs
  • Individual investors

What’s Next?

There is the potential for larger organisations to set aside funds to invest in startups. CIOs and CFOs may wish to watch the crowdfunding space that may provide relevant solutions to their needs, or secure services that may complement or even compete with their organisation. While IBRS acknowledges this strategy will not be suitable for the majority of organisations it works with, there is the possibility this will become more common over the next decade, especially for startups in security, Cloud management and cost control, AI-powered automation and machine learning-based decision support systems.

While Thrive is unlikely to be of interest to CIOs, being targeting squarely at SMEs and sole traders, the vendor’s goals leverage AI to automate much of the account process and provide recommendations, highlighting where development dollars will be going for many SaaS-based accounting solutions.

Related IBRS Advisory

  1. CIOs seek ready-made over DIY AI solutions
  2. How can AI reimagine your business processes?
  3. Salesforce Einstein automate
  4. The evolution of SaaS offerings for legacy systems

The Latest

23 February 2021: Creatio has just taken US$68 million in funding, joining the current investment frenzy in low-code platform vendors. 

Why it’s Important

Creatio started life as a BPM vendor in 2011, and introduced its low-code platform in 2013, making it one of the better established of the new generation of low-code vendors. This round of investment is relatively small, compared recent activity in the low-code platform market. Even so, it is yet more evidence that the market for Cloud-based low-code is on the boil. These low-code platform vendors are spending their new-found cash on the following, in order of priority:

  • global market expansion: setting up new offices and hiring channel managers, which means more vendors will be entering the ANZ market more aggressively
  • buying additional elements of the ‘low-code everything’ stack: including business process mapping / management (BPM), robotic process automation (RPA), API management (APIM) and rules engines
  • buying market share with acquisitions: as we saw recently with Nintex procuring K2

The challenge for buyers of low-code platforms is that while the market is beginning to see a great deal of change and competition, their ICT investments need to be considered for the long-term - at least a decade. This is due to the need to invest the skills, processes, governance and change management to get the promised returns on whatever low-code is selected. 

Who’s impacted

  • CIO
  • Development team leads
  • Business analysts

What’s Next?

When considering low-code platforms (and it is likely your organisation will have more than one, in order to meet different needs) look for the investment and development road map of the vendors. In particular, determine if the vendors have a viable strategy to develop skills and support resources locally, either directly or through channel partners. Also, explore their road map for delivering more than just eforms and workflow, but moving to acquire or develop a ‘low-code everything’ platform. 

Related IBRS Advisory

  1. Cloud low-code vendor Webflow secures US$140 million
  2. How to succeed with eforms Part 1: Understand the need
  3. Workforce transformation part 4: Non-techies are taking over your developers’ jobs – Dealing with the fallout
  4. Aussie vendor radar: Nintex joins the mainstream business process automation vendor landscape

Australian businesses expecting the hassles of the COVID-19 pandemic to vanish in 2021 are in for a rude shock, according to business analyst firm IBRS, which as also released a new report on the future of the IT space. The firm's 'Future of Work' expert, and IBRS advisor, Dr. Joseph Sweeney said improvements in IT departments were required because customer organisations will remain threatened by sporadic coronavirus incidents for some time yet.

The IBRS report, titled Trends for 2021-2026: No new normal and preparing for the fourth-wave of ICT, outlines misconceptions businesses have regarding the timeline of the pandemic and that a new, fourth-wave of ICT architecture is emerging in response to the challenges that will linger after the vaccine rollout.

Full story.

The Latest

01 March 2021: ServiceNow released the latest quarterly edition of its platform. 

Why it’s Important

ServiceNow provided the latest quarterly release in March 2021. In this version, called ‘Quebec’, ServiceNow has revised its support model and incorporated major changes to enable the effective upgrades from either New York, Orlando or Paris versions.

A streamlined support structure will help CIO and ITSM team on a ‘learn, prepare and upgrade’ model. 

  1. Learn: Identify your upgrade path and consider the release highlights.
  2. Prepare: Choose the tools to perform a risk and value assessment of the upgrade. Use the upgrade value calculator, the playbook to maintain platform health and a risk assessment of platform customisations.
  3. Upgrade: Maximise the upgrade value by reviewing over 78 release highlights across core functionality, ITSM workflows, AI, asset management, security, risk and cost, customer and field service workflows, employee workflows ,safe workspace, and workspace service delivery

One of the big winners is the telecommunication sector, with enhancements to the product cataloguing, order management and open API’s to assist with alarm management. A new processing engine has been created to automate alerts and incidents.

Who’s impacted

  • CIO
  • ITSM functional Leads 
  • DevOps leads
  • Security Leads

What’s Next?

ServiceNow clients should set time to review the release notes for Quebec and consider the ‘learn, prepare and upgrade’ literature to determine whether they are ready for the upgrade. If so, plan and execute once the risks and value are clear.

Related IBRS Advisory

  1. New generation IT service management tools Part 1
  2. New generation IT service management tools Part 2: Multi-Cloud management
  3. New generation IT service management tools Part 3: Multi-Cloud backup and recovery

The Latest

15 February 2021: IBM has unveiled the new Power Private Cloud (PPC) Rack solution which offers converged infrastructure with a focus on migrating legacy on-premises apps running on its POWER9/AIX systems to a Cloud-like infrastructure.

What’s Included

The PPC is effectively pre-built, pre-configured Cloud-like infrastructure for running containers. 

The PPC Rack consists of three POWER System S922 servers with 20 CPU cores, 256GB of RAM, and 3.2TB of local storage, the FlashSystem 5200, with a minimum of 9.6TB,  and twin SAN24B-6 switches with 24 Fibre Channel ports. The solution is pre-installed with Red Hat Enterprise Linux 8, IBM PowerVM Enterprise Edition, IBM Cloud PowerVC Manager, Red Hat OpenShift Container Platform, and Red Hat OpenShift OpenShift Container Storage (OCS).

Why it’s Important

IBM’s new offer is effectively a container-centric, Cloud-like hyperconverged infrastructure (HCI) similar to that offered by HPE, Dell, Lenovo, VMware, and Nutanix. More importantly, IBM is offering this at an easy target - its existing customers with legacy POWER9/AIX/i solutions looking to migrate to a Cloud-like environment with OpenStack.

For IBM clients, it presents a low-risk opportunity for extending the life of legacy applications, while modernising the environment. 

Who’s impacted

  • CIO
  • Development team leads
  • Business analysts

What’s Next?

Organisations moving legacy solutions into hyperscale Cloud infrastructure (IaaS) to meet the objectives of ‘Cloud first’ strategies have found that the proposed cost savings are not always present, and operational risks due to skills shortages can emerge. The rise of next-generation hyperconverged offering Cloud-like management is a response to this challenge. 

IBM’s new offering shows how this grandfather of the industry, with a massive backlog of legacy solutions, will seek to re-secure its client’s investment in solutions, while smoothing the transition to Cloud-like architectures. 

Related IBRS Advisory

  1. VENDORiQ: Woolworths Selects Dell Technologies Cloud to deploy hybrid Cloud strategy
  2. Running IT-as-a-Service Part 49: The case for hybrid Cloud migration
  3. Running IT-as-a-Service Part 50: Hybrid Cloud migration – Where is the money saving?