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									      Workplace Technology




W3: IBM’s On Demand Workplace
A WebSphere Portal Reference


      Mark Ketteman
      Architect, IBM Software




                                © 2005 IBM Corporation
      Workplace Technology




    Agenda



             On Demand Workplace Evolution and Goals

             On Demand Workplace Version 8.0

             On Demand Workplace Employee Tools

             On Demand Workplace Application and Server architecture

             On Demand Workplace Framework Governance

             On Demand Workplace ROI




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        Workplace Technology



    The On Demand Workplace allows infrastructure
    and governance simplification


                                1992          Today

     CIOs                       128             1
     Host Data Centers          155            11
     Web Hosting Centers         80             7
     Applications              16,000         5,200



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         Workplace Technology


Phase 1: Access (The Website Model)
The org chart online (1996 – 1999)


    Focus: providing
    Information                             Server Group




    Benefit: universal                                                       Global Services

    access
                                               w3
    Problem: site
                                                            Software Group
    proliferation
                                                                                  Research
                                Sales & Distribution




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     Workplace Technology




1996: Version 1.0 “Testing the Waters"


                            • Encourage employees to
                            use the Net
                            • Links to important Internet
                            sites
                            •60,000 hits per day




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     Workplace Technology




1997: Version 2.0

                                  • Standard navigation
                                  and design
                                  • Index of key intranet
                                  sites
                                  • Search
                                  • Taxonomy
                                  • 2 million hits per day




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      Workplace Technology




Phase 1 Lessons Learned: Civilizing the Wild West

         Start where people are: directory, news and key e-HR apps
         Need to control “Times Square”: DNS
         Need to broker alliances & find “true believers”: don’t wait for
         authorization from the hierarchy
         Need to build trust: honesty, credibility, integrity



       People are willing to trust the intranet more
        than the company



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         Workplace Technology


Phase 2: Integration (The Audience Model)
Building a cross-enterprise platform (1998 – 2004)


    Focus: web-enabling
    functions


    Benefit: separating
    content from vehicle
                                w3
    Problem: competing
    centers of gravity




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     Workplace Technology




1998: Version 3.0


                                        • Organize & prioritize
                                        information
                                        • Personalized
                                        news delivery
                                        • Employee directory
                                        • 7 million hits per day




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     Workplace Technology




1999: Version 4.0


                                 • Marketplace context
                                 • Keep employees
                                 informed about the
                                 industry
                                 • 10 million + hits per
                                 day




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     Workplace Technology




2000 w3.ibm.com 5.0


                            • First phase of profiling
                            •Bring frequently-used links
                            to the home page
                            •Links based on employees
                            job, group and location




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     Workplace Technology




Phase 2 Lessons Learned: Building a platform

        Need to clean up content & data: for effective search, content
        management
        Need dedicated research & measurement: user-centered
        development requires a rapid learning/feedback loop
              The challenge is building a foundation under an existing
              house.*




           * A house whose rooms don’t have doors.

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      Workplace Technology


      MyNews: Original content        IBM internal bulletins,      External & internal
      from corporate & business       memos and                    news about IBM &
      unit intranet editorial teams   announcements                competitors

                                                                                 BluePages: Worldwide
            Webcasts and                                                         employee directory
            special messages                                                     Search: For all of w3
            to employees              w3
                                                                                 and/or IBM.com

                                                                                 Market Report:
      w3 Standard                                                                IBM & competitor
      Navigation                                                                 updated stock
                                                                                 performance


      Essential and
      Personal Links                                                             Scorecard:
                                                                                 Internal IBM metrics for
                                                                                 reporting corporate &
                                                                                 business unit performance
     You and IBM:                                                                to employees
     Human Resource
     self-service         Working Knowledge:        IBM Forums:
                                                                               Quarterly Earnings
     information &        Specific, job-related     Hundreds of
     applications for     knowledge surfaced        specific online
                                                                            External Media
     employees            from the intranet via     discussion
                          information brokers       groups for IBM
                          and user profiles         employees

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          Workplace Technology


Phase 3: On Demand (The Roles Model)
A sense-and-respond enterprise (2002 – 2006)



     Focus: real-time
     expertise location                   Shopping                                                                      Role-related
                                                                                                                        Applications
                                          Finances




                                                                                                      1
                                                                                                                        Measures




                                                                                                     e

                                                                                                           2
                                                                                                      l
                                                                                   Employee




                                                                                                   Ro
                                            Leisure




                                                                                                          e

                                                                                                                3
                                                      Employee




                                                                                                         l
                                                                                                                        Financials




                                                                                                      Ro


                                                                                                               el
                                      Entertainment




                                                                                                             Ro
                                                       to Life                      to Work                             Customer
                                                                                                                        information
     Benefit: fluid,
     collaborative
     decision-making                  Collaborative                   Employee
                          Customers     commerce       Employee
                                      Transactions
                                                                                   Employee to                      Collaboration
                                                      to External                   Employee                        Instant
                                        e-meetings                                                                  messaging

     Problems:            Partners         Instant
                                        messaging
                                                                                                                    Expert location
                                                                                                                    e-meetings/
     governance and                   Collaboration                   Employee                                      webcasting

     culture              Suppliers                    Yellow Pages      to        Virtual Help
                                                                                                                    Community
                                                                                                                    support
                                                                                   Desk
                                                         Corporate    Company
                                                         Messaging                 e-Procurement
                                                              e-HR                 e-Learning




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           Workplace Technology


Currently, there are unique and disparate efforts to
support employees from different areas within IBM



                              Lines of                                             Geography
                          Business Portals                                           Tools




                            Community
                             Websites                                        Communications
                                                                               Applications



Note: There are qualitative (efficiency, reliability and productivity) & quantitative (capital) costs associated with
   each arrow. Each line also represents different & sometimes multiple processes & governance models.
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      Workplace Technology


The vision is to move from unit portals & standalone
applications to a single workplace available to support roles


                  Lines of                                         Geography
              Business Portals                                       Tools
                                   Workplace




                                 On Demand Workplace
                Community                                     Communications
                 Websites                                       Applications




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     Workplace Technology




            On Demand Workplace Evolution and Goals

            On Demand Workplace Version 8.0

            On Demand Workplace Employee Tools

            On Demand Workplace Application and Server architecture

            On Demand Workplace Framework

            On Demand Workplace ROI




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           Workplace Technology




w3.ibm.com version 8
     Issues Addressed:
     Need to improve employee productivity,
     user experience and morale


     Project Objective:
     Enable managers to efficiently and
     effectively execute their role by providing
     needed tools & applications through the
     role-based On Demand Workplace


     Business Benefits:
     Increase in ‘quality’ of employee in terms
     of knowledge, skills, productivity and
     morale
     Increase ability to access information,
     learning, knowledge, tools/applications
     and experts



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     Workplace Technology




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     Workplace Technology




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     Workplace Technology




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     Workplace Technology




            On Demand Workplace Evolution and Goals

            On Demand Workplace Version 8.0

            On Demand Workplace Employee Tools

            On Demand Workplace Application and Server architecture

            On Demand Workplace Framework Governance

            On Demand Workplace ROI




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            Workplace Technology



 Trust in the workplace has enabled faster program roll-outs
 and adoption of decision support tools

      What are the best, credible, and preferred Sources of Information?

                      1997                                        2003
        Co-workers                                  Workplace                            71%
          Manager                                  Co-workers

            INEWS                                     Manager

Sr. Exec. Letters                             Sr. Exec. Letters

     External Media                                  IBM.com

        Workplace         28%                   External Media



                        79% of IBM employees access the workplace daily

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              Workplace Technology


The current focus on the employee prioritizes the ODW
Initiatives around expertise & needed support
Locating & sharing expertise
 Expertise Location
 Mgt & Communities
                                      Developing expertise
  Provide an on demand
  environment for people-to-             e-Learning
  people knowledge sharing
                                          Initiative
  in IBM.                                                            Leveraging expertise
                                       Evolve our learning
                                       practices to address formal     Opportunity
                                       & informal learning in both     Marketplace
                                       developmental & work-                                     Defining roles
                                       based contexts                 Connecting employees,
                                                                      external applicants,       Role of the
     Enabling the workforce                                           vendors, and managers to
                                                                      engage in the on demand     Manager
          w3.ibm.com                                                  exchange of skills &       Enabling managers to
           version 8                                                  opportunities              efficiently and effectively
     Enabling a single workplace                                                                 execute their role by
     where employees &                                                                           providing needed tools &
                                                                                                 applications through the
     managers can utilize
                                                                                                 role-based On Demand
     integrated, role-specific work
                                                                                                 Workplace
     activities & business
     processes

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       Workplace Technology

                                                     Information Location



 Finding information within a large Intranet is a challenge

     IBM’s Intranet Search
     supports searching for
     content in:
        Bluepages
        Intranet pages
        Forums (nntp)
        News
        www.Ibm.com
     IBM’s Enterprise Search
     Engine


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     Workplace Technology

                                                                                Information Location

Enterprise Search
     Broader content reach
       • Content repositories, collaboration systems, databases, file systems

     Quality – preferred 2:1 over prior technology

     Enterprise Scale -- 80K queries/day with sub-second response over 7M pages
     – Indexes
       • 7 M unique pages
       • 10,000 websites
       • 20 K per document
     – Processes
       • 80 K queries/day
       • 7 K queries/hour peak
       • Stressed to 10x higher


     Robustness -- 99.9% availability since Sept. 2003
     – 24x7 operation



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       Workplace Technology

                                                              Expertise

 Experts are a key decision support tool – finding them is
 the challenge
     IBM’s BluePages Global
     Directory provides access to the
     global practitioner base
     including:

         Contact, skills and
         experience information
         Network and community
         affiliations
         Project experiences
         Instant message and email
         incorporated
         Search for skills and
         individuals

     2 hours per month per Blue Pages
     User or adding 4 minutes back into
     an employees day


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          Workplace Technology

                                                         Expertise


     BluePages

       One universal employee
       directory

       Multiple ways to search

       50+ applications access &
       use the directory data

       More than 1 million hits per
       day

       64% of employees use
       BluePages once a week or
       more

       more than 100,000 users
       have filled-out their
       personal information


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           Workplace Technology

                                                            Collaboration
 Our workplace provides the essential tools necessary for
 global collaboration and innovation,…
     IBM’s globally available
     collaboration tools and knowledge                    Knowledge-bases
                                                          Collaboration
     sources enable IBM researchers to                    tools
     discover and document new ideas                      Methods



         Threaded discussions and Forums
         Patent discussion boards
         Research sources – Knowledge
         Gate
         Business Jams
         TEAM Databases
         On-line chat and instant messaging                 Patent Research
                                                            Tools
         Hosted webmeetings and seminars
                                                            Customer
         Online Research Mentoring                          intelligence
         Network                                            Research
                                                            Mentoring
                                                            Network

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        Workplace Technology

                                             Collaboration

e-meetings


     Combines instant
     messaging, voice
     and video

     About 28,000
     employees participate
     in e-meetings each
     month

     Saves travel and
     meeting setup costs

     Enables global
     meetings



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        Workplace Technology

                                             Collaboration

Instant Messaging

     Productive and more
     efficient global
     collaboration
     Allows immediate
     question and answers
     for online employees
     Over 2 million chat
     messages per day




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           Workplace Technology

                                                Enterprise Tools

e-Human Resources
     Complete access to
     financial, health, benefits,
     life, career, & expense
     applications

     Direct link to many
     financial service providers

     Increased customer
     satisfaction from 40% to
     90%

     In 2001, 88% of U.S.
     employees used the
     intranet to enroll in health
     care benefits, saving IBM
     more than $1 million

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        Workplace Technology

                                           Enterprise Tools

EA2000

     Simplifies expense
     reporting and
     reimbursement
     Easier to track and
     maintain records of
     payments made and
     received
     60% reduction in the
     time it takes to enter
     an expense report
     80% reduction in
     average processing
     costs



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       Workplace Technology

                                          Enterprise Tools


     HelpNow!




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        Workplace Technology

                                               Enterprise Tools


     IBM Standard Software Installer




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     Workplace Technology




            On Demand Workplace Evolution and Goals

            On Demand Workplace Version 8.0

            On Demand Workplace Employee Tools

            On Demand Workplace Application and Server architecture

            On Demand Workplace Framework Governance

            On Demand Workplace ROI




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     Workplace Technology




Portal Solution




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               Workplace Technology

Presentation Layer


                                                 Tivoli Access Manager: Web Seal (Single Sign On)
    Access
                                                                              Security                                       * Uses Enterprise
Management                              *User
                                    Authentication
                                                             User
                                                          Entitlement         Policies
                                                                                               *BlueGroups                   Directory (LDAP)
      Access Layer

                                                          WebSphere Everyplace Access
          User
      Interface                               WebSphere Portal - On Demand Workplace
 Navigation Layer
                        Content Cache                                                                  Personalization




                                                                                                                                                 Enterprise Data Standards (Taxonomy, xml, etc)
                         (Run Time)                             Portlet Registry                        Rules Engine


                                                                Web Services/SOAP
       Shared
                       Collaboration                    Information                 Workflow              Core Services
      Services
     Services Layer    Mail       Calendar           Search    Expertise      Workflow    PubSub           Common Intranet
                                                                                                              Profile
                        IM       Quickplace          Web CM    Doc Mgt         Metrics     Alerts
                                                                                                             Charge Back
                                                                 File         Message
                      Forums     Web Conf.      Associations                                WBI                  UDDI
                                                               Sharing        Queuing




Applications          Siebel         SAP        PeopleSoft     HR Apps       Bond        Learning       News        others
 Integration Layer




            Data                                                                                                 Enterprise Directory
                                                                                                                       (LDAP)
        Data Layer             Supply Chain               Human Resources          Global Learning / Expertise


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     Workplace Technology




ODW Application Architecture




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     Workplace Technology




First Week’s Traffic on WebSphere Portal




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     Workplace Technology




Performance is King

     HTML efficiency (tables, images, scripts)
     Asynchronous Operations
     Application level memory caching and search
     Common data access methods
     Edge Caching
     Browser Caching
     HTML compression (on the fly)
     Java VM and heap size tuning




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                    Workplace Technology




  ODW Infrastructure
                                    http://w3.ibm.com/

                                                         Edge Server
                                                                                                 Lotus Domino

                                                                                                                              Hardware
                                   WebSphere Traffic Express
                                                                                                                              - IBM pSeries (25)
                                                                                                 pSeries / AIX / Domino       - IBM zSeries (8 virtual machines)
                                                                                                                              - IBM Netfinity (4)
                                      pSeries / IBM AIX / WTE
                                                                                                 Windows Media                Software/Middleware
                                                                                                                              - WebSphere App Server
                               WebSphere Application Server
                                   WebSphere Portal                                                                           - WebSphere Traffic Exprs
Content Management                                                                                Netfinity / NT / WMS        - WebSphere Edge Server
                                                                                                                              - Lotus Domino
                                                                                                                              - Lotus Sametime
                                                                                                     Sametime                 - Secureway LDAP
                                   pSeries / IBM AIX / WAS
pSeries/ IBM AIX /Interwoven                                                                                                  - DB2 UDB
                                                                                                                              - Enterprise Search
                                                                                                                              - Interwoven
                                                                                                   Netfinity / NT / ST
              LDAP (eDirectory)                                 DB2 UDB                                                       - Windows Media Server

                                                                                                       Search                 Operating System
                                                                                                                              - IBM AIX
         pSeries / IBM AIX / Secureway LDAP            pSeries / IBM AIX / IBM DB2 UDB                                        - Linux (RedHat)
                                                                                                                              - Windows NT
                                                                                         Netfinity/RedHat/Enterprise Search


  42                                                                                            5/10/2005                                © 2005 IBM Corporation
             Workplace Technology




What about the hardware ?
     Server Function      Qty   Server Type                CPU                Memory      Peripherals
     WCP Proxy Server      4    Winterhawk Thin            2 x 375 MHz        2GB
     Cluster               4    P640 (7026-B80)            4 x 375            3GB
     Portal Server         4    p650 4-way Power 4+        1.2 GHz            16 GB RAM   Dual Fiber cards
     Horizontal                 7038-6M2                                                  SAN attached
     Portal Staging        1    p650 4-way Power 4+        1.2 GHz            16 GB RAM   Dual Fiber cards
     Server                     7038-6M2                                                  SAN attached
     DB2 HACMP             2    p650 4-way Power 4+        1.45 GHz           8 GB RAM    Dual Fiber cards
     Cluster                    7038-6M2-450M                                             SAN attached
     WAS Server            4    Silver Wides (PPC 604e)    4 x 332 MHz        3 GB RAM    2 X SSA adapt
     Horizontal Cluster                                                                   (FC6230)
     WAS Staging           1    Silver Wides (PPC 604e)    4 x 332 MHz        3 GB RAM    2 X SSA adapt
     Server                                                                               (FC6230)
     Trevi Search          2    IBM Blade, 867841 X        Xeon 2.4GHz        4GB         500GB DASD
     Engine Server              Upgraded to 2 processors
     T25lnx101
     Trevi Indexer         1    IBM Blade, 867841 X        Xeon 2.4GHz        4GB         500GB DASD
     Server                     Upgraded to 2 processors
     Trevi Crawler         1    IBM Blade, 867841 X        Xeon 2.4GHz        4GB         100GB DASD
     Server                     Upgraded to 2 processors
     Trevi NNTP            1    IBM Blade, 867841 X        Xeon 2.4GHz        4GB         200GB DASD
     Search Server              Upgraded to 2 processors

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      Workplace Technology


Technology
Roadmap




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     Workplace Technology




            On Demand Workplace Evolution and Goals

            On Demand Workplace Version 8.0

            On Demand Workplace Employee Tools

            On Demand Workplace Application and Server architecture

            On Demand Workplace Framework Governance

            On Demand Workplace ROI




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        Workplace Technology




Why is On Demand Workplace governance
necessary?
         “What is your biggest portal challenge”?

            Organisational issues                                                   71%
             Portal design issues               23%
                                                                   Forrester Research Report
           Implementation issues          15%                      Making Enterprise Portals Pay
                                                  Technology       August, 2002
     Portal server function issues   6%




     An On Demand Workplace provides a platform for integrated service delivery
     across corporate functions and business units
     Therefore, there is not one owner of all business applications, or a natural
     owner within most organisational structures
     On Demand Workplace governance will establish a structure of shared
     ownership and accountability for strategy, development, and operations

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        Workplace Technology



The On Demand Workplace Framework is the
delivery vehicle for the ODW

                                         Processes
                                       Rapid Development &
                                           Deployment




                                         Workplace
          Architecture                                                        Rated Structure
        ODW requirements
                                         Framework                                 Expertise
     Business unit requirements           Offering                                Development
                                                                                    Testing
                                                                                    Hosting
                                          Technical Platform
                                  User Experience & Info. Architecture
                                        Content Management
                                           Standards


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            Workplace Technology


The high level process manages how new projects
integrate into the ODW

      Workplace
      Workplace               Solution Review
                              Solution Review                Develop &
                                                             Develop &              Support
                                                                                    Support
     Requirements
     Requirements                 Process
                                  Process                  Deploy Process
                                                           Deploy Process           Process
                                                                                    Process
       Process
       Process
     Criteria for             Architecture approval        Capacity Analysis     Level 1,2,3
     integrating into the                                                        Support
                              Checklist of architecture    Develop Application
     Workplace
                              requirements                                       Help Desk
                                                           E-Advocate Review
     Content-to- role
                              Technical platform                                 User Feedback
     mapping                                               Silver Code Review
                              requirements
     Project deploy                                        Gold Code
                              V8 UE Standards
     timeline                                              Review
                              Coding Guidelines
                                                           DQA (with Design
                              Taxonomy Requirements        Checkpoint)
                              Content Management           XPRS
                              Portlet capability catalog
                              Common services reviews




48                                                              5/10/2005         © 2005 IBM Corporation
     Workplace Technology




            On Demand Workplace Evolution and Goals

            On Demand Workplace Version 8.0

            On Demand Workplace Employee Tools

            On Demand Workplace Application and Server architecture

            On Demand Workplace Framework Governance

            On Demand Workplace ROI




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                       Workplace Technology

     IBM has executed many transformational initiatives to improve
     productivity and market position; one of these is On Demand
     Workplace

                       330                                100
                                                   319
                                                          90
                       320
                                                                                more revenue
                                                   $89    80
                       310
     Employees (000)




                               302
                                                          70                    greater profitability with fewer




                                                                Revenue ($B)
                                       W3 launch
                       300
                               $65
                                                          60                    employees
                       290                                50
                                                                                tools to innovate
                                                          40
                       280

                                                          30                    tools to develop new products
                       270
                                                          20
                                        People                                  tools to sell more effectively
                       260
                                        Revenue           10

                       250                                0
                                1992               2003



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                 Workplace Technology


On Demand Workplace Benefits are captured in
four business driver measures

 Content Management              Cost Reduction                           Innovation               Provide functional
  Reduction 30 – 50%                                                                               portlets to Websphere
            decrease         Metric: hard cost savings           Metric: increased revenue         product e.g. methods,
                                                                Increased sales in Websphere, On   learning, KM
        Server reduction –   Headcount reduction
     storage size reduced
                             Infrastructure reduction           Demand Workplace EBO               Improve our Dynamic
             by 30 – 60%                                                                           Workplace credentials
                                                                Access to knowledge                through own success
 Reduce multiple portal      Reduced spans and layers
   development efforts                                          Real-time collaboration            Improve collaboration
                             Less costly training
                                                                                                   with new organization



   Decrease proposal
generation by 10 hours       Operational Efficiency             Employee Satisfaction              Streamline
                                                                                                   communications
     Reduce email traffic
           thru profiling
                                Metric: time savings               Metric: time savings            Personalize information
                             Decrease proposal generation       Making work easier                 reducing ‘noise’
 Provide single launch
 pad for all information     time                               Creating better accessibility
                                                                                                   Enhancing a best-in-
                                                                                                   class environment
Reduce learning curve        Improved communication             Better retention
   for new integrated
              sources        Cross-business integration
Decrease redundancy          Access to integrated information
by leveraging methods         Reduced cycle time
                 tools
                              Improved margins

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           Workplace Technology


Standardization of common tools and design ensures
investment focus is on one global portal
     Standardized on one single portal interface
     and platform avoiding an average $120M in
     competing portal investments.
     Created standards for:
       –     Content Management
       –     Security /Authentication
       –     Data Warehousing
       –     Profile Management
       –     Search and Taxonomy
       –     Enterprise Brand (Look,
             Feel, Navigation)
       –     Metrics / Scorecard

     Global Web Architecture (GWA) standards
     have been applied to ensure consistency in
     content and design processes yielding a
     20% reduction in the cost to deploy web
     applications

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        Workplace Technology



 $2.377B in Cost Savings Attributed to ODW
                                                                           DIRECT       INDIRECT
                                                                           in (000s)      in (000s)
     Mobile Workforce: Real Estate Savings                                        $0     $452,600
     eCollaboration: Web Conferencing, Web Jams and Surveys                $ 11,091             $ 0
     Travel: On-line Travel                                                $ 11,771             $ 0
     eLearning                                                             $284,000              $0
     Human Resources: Employee Self Service                                    $4,022    $243,950
     Human Resources: On-line Expense System                               $ 35,826             $ 0
     Finance: On-line Shareholder Services                                       $ 0     $    8,820
     Finance: Staff Savings                                                      $ 0     $360,000
     IT: On-line Print Services, Virtual Help Desk, Software Installer     $201,000              $0
     IT: eAsset Management, Web Architecture Reductions                    $133,000              $0
     Procurement: Employee Self Service eProcurement                             $ 0    $ 450,000
     Corporate Communications: News, Licensing                             $    3,000            $0
     CRM: Siebel                                                                 $ 0     $164,100

     Total                                                                 $ 683,710    $1,679,470

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        Workplace Technology




Lessons Learned


     Workforce strategy drives Workplace strategy.
       The Workplace is the integrating platform.
               The Workplace is the company.




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     Workplace Technology




                  Mark_ketteman@uk.ibm.com




55                                  5/10/2005   © 2005 IBM Corporation

								
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