The document provides an overview of CompTIA's research program and upcoming webinar. It discusses CompTIA's role in education, advocacy, certification, and philanthropy. The webinar will cover business transformation in the IT channel, managed IT services, the print/MPS market, and the healthcare IT market. It reviews factors driving business transformation, trends around outsourcing and managed services adoption, and the evolving role of cloud computing in the channel.

1. CompTIA
Research
Roundup
Carolyn
April,
Director
Industry
Analysis
Tim
Herbert,
VP
Research
December
2011

2. Housekeeping
Mute
phones
|
Unmute
computer
speakers
Slides
and
recording
distributed
via
email
aLerwards
Submit
quesHons
via
the
Q&A
panel
through
WebEx
Hashtag:
#comp.a

3. Who
We
Are
|
What
We
Do
Educa.on
Advocacy
Cer.fica.on
Philanthropy

4. About
CompTIA
Research
Program
Why/How:
• Measure,
track,
explore,
interpret,
data
to
intelligence
• Member-­‐driven
program
• Strict
research
controls
|
Independent
data
collecHon
What:
• Channel
intelligence
• Technologies
(e.g.
UC,
Security,
Cloud)
• Business
models
(e.g.
Managed
Services,
Cloud)
• VerHcals
(e.g.
Healthcare,
Government,
SMB)
• Workforce
• Special
topics
(e.g.
Business
Confidence,
Green
IT)
Where:
hOp://www.compHa.org/members/research

5. Unwrapping
Today’s
PresentaHon
Part
1:
Business
TransformaHon
in
the
channel
Part
2:
Managed
IT
Services
Part
3:
The
Print
/
MPS
market
Part
4:
Healthcare
IT
market

6. Part
1:
Business
TransformaHon
in
the
Channel

7. “Evolu'on
is
not
mandatory;
but
then
again,
neither
is
survival.”

8. Some
New
“Change”
Factors…Many
Classic
Factors
• Economic
factors
1
MARKET
FACTORS
• CompeHHon
/
commodiHzaHon
• ShiLing
expectaHons
• AlternaHve
delivery
models
2
TECHNOLOGY
FACTORS
• Mobile
business
capabiliHes
• Emerging
technologies
• Declining
margins
è
complexity
3
MODEL
FACTORS
• Engagement
type
/
cash
flow
• OperaHonal
excellence

9. The
Channel
of
the
Future?
HYBRID
REALITY
• IT
Customers
will
consume
a
mix
of
technology
soluHons
in
a
mix
of
delivery
models
from
a
variety
of
value
chain
resources
• Solu.on
Providers
will
conHnue
to
operate
exisHng
models
while
adding
new
models
and
offerings*
• IT
Vendors
will
maintain
channel
programs
for
“tradiHonal”
partners,
while
adding
offerings
for
evolving
partners

10. Channel
EvoluHon
Vectors
1
Technology
Delivery
Model
On-­‐Premise
Hybrid
Off-­‐Premise
2
Customer
Engagement
Model
Transac.onal
Project
Recurring
3
Technology
Stack
Layer
Infrastructure
Applica.on
Process
4
Technology
/
Solu<on
Por>olio
Product
Package
Solu.on
5
Customer
Segment
/
Specializa<on
Size
Ver.cal
IT
Style

11. CriHcal
AssumpHons
Customer
Alignment
Ma[ers
Most
Target
audience
should
determine
model
…
not
the
other
way
around
Evolu.on
…
Not
Revolu.on
Capitalize
on
strengths
…
change
what
needs
to
be
changed
…
go
deliberately
Size
Ma[ers
…
For
Be[er
&
Worse
Significant
changes
take
'me,
especially
for
bigger
companies
…
but
they
also
cost
money
Manage
The
Ripple
Effect
Every
decision
will
affect
mul'ple
dimensions
of
the
model
…
manage
the
interdependencies
Never
Forget
The
Human
Factor
No
maDer
how
smart
the
model
is
…
you
s'll
need
the
people
to
be
willing
and
able

12. Channel
TransformaHon:
The
Cloud
Channel
momentum
behind
cloud
compu.ng:
2011
vs.
2010
Both
sell
and
use
cloud
41%
soluHons
15%
Sell
cloud
services,
but
30%
85%
of
channel
don't
use
internally
22%
companies
idenHfied
as
having
heavy
16%
to
moderate
End
user
of
cloud
only
involvement
in
cloud
22%
13%
Not
involved
in
cloud
42%
2011
2010

13. Part
2:
Managed
Services

14. Outsourcing
Trends
by
Business
FuncHon
End
users
are
generally
posi.ve
about
the
concept
of
outsourcing,
believing
it
to
be
a
good
business
pracHce;
fewer
hold
posiHve
opinions
of
offshoring
and
automaHon.
Mostly
Mixed
Mostly
Done
Outsourced
Model
Internally
Payroll
28%
14%
54%
Call
center
14%
16%
54%
IT
funcHons
12%
31%
56%
Supply
chain/logisHcs
12%
22%
63%
Public
relaHons/communicaHons
11%
27%
61%
Finance/accounHng
funcHons
9%
22%
63%
Human
resources
6%
14%
78%
78%
of
end
user
organizaHons
report
being
very
or
mostly
sa.sfied
with
their
outsourcing
experience,
compared
with
just
4%
ciHng
the
most
negaHve
response.

15. End
User
Managed
Services
Usage
Rates
Current
Managed
Number
of
Years
Using
Service
Usage
Rate
Managed
Services
3%
Use
Managed
Services
8%
Less
than
1
26%
year
29%
Do
Not
Use
2-­‐less
than
5
Managed
years
Services
68%
5+
years
52%
Don't
know
Half
of
end
users
today
are
working
with
between
2-­‐4
MSPs,
though
4
in
10
cite
a
preference
for
working
with
a
lone
provider.

16. Demand
Drivers
for
Managed
Services
Not
a
Minor
Major
Reason
Reason
Reason
Cost
savings
9%
30%
61%
Free
staff
up
to
focus
more
on
core
11%
38%
52%
competencies
Gain
access
to
most
current
technologies
11%
39%
51%
Improve
security
14%
35%
51%
Lack
of
in-­‐house
experHse
with
IT
funcHons/
13%
43%
44%
systems
Lack
of
Hme/resources
to
manage
IT
in-­‐house
13%
43%
44%
To
handle
management
of
remote
offices
32%
34%
34%

17. Managed
Services
in
the
Channel
Among
firms
offering
managed
services
5%
Dedicated
MSP
10%
Hybrid
business
49%
Primarily
reseller
37%
New
to
managed
services
62%
of
channel
companies
offering
managed
services
have
done
so
for
5
years
or
longer.

18. MSP
Challenges:
Importance
vs.
ExecuHon
Execu.on
Importance*
Difficulty**
Achieving
operaHonal
efficiency
70%
81%
SelecHng
right
managed
services
soLware
67%
69%
Customer
acquisiHon
63%
81%
Required
level
of
human
investment
60%
75%
Required
level
capital
investment
56%
70%
Availability
of
trained
consultaHve
sales
and
tech
staff
56%
66%
Time
takes
to
reach
profitability
54%
80%
Determining
correct
monthly
pricing
model
54%
62%
MigraHng
sales
staff
to
new
model
49%
65%
*Items
rated
as
‘Very
Important’
**Items
rated
‘Extremely’
or
‘Somewhat’
difficult
to
achieve

19. Part
3:
The
Print
Market

20. Key
AssumpHons
Enterprise
print
volumes
holding
steady,
but…
Changes
are
underway
due
to
business
process
automaHon,
mobility
and
imaging
Document
management
and
prinHng
costs
expected
to
increase
or
stay
at
same
levels
SaHsfacHon
rates
with
print
and
document
management
funcHon
generally
high,
but…

21. RaHng
of
Process
for
Maintaining/TroubleshooHng
Print/
Document
Management
FuncHon
21%
Could
be
significantly
beOer
12%
11%
Large
firms
61%
Could
be
somewhat
beOer
Medium-­‐size
firms
59%
Small
firms
42%
18%
Fine
as
is
29%
47%

22. Managed
Print
Market
PotenHal
&
Demand
Drivers
Elements
of
MPS
that
Most
Considera.on
of
Managed
Resonate
with
Customers
Print
Services
Adop.on
Over
Next
12
Months
5%
Definitely
will
85%
Cost
savings
/
lower
TCO
Consider
7%
85%
Consistent
and
reliable
service
75%
ProacHve
approach
to
printer
maintenance
32%
30%
Probably
will
26%
Consider
73%
Greater
print
cost
predictability
72%
Reduced
energy
consumpHon
through
device
consolidaHon
72%
Freeing
IT
staff
from
printer
Net
will
Not
Net
MPS
maintenance
duHes
Consider
ConsideraHon
May
or
May
Not
Consider

23. Overview
of
Managed
Print
Service
Providers
Hybrid
approach
dominates.
Only
6%
of
channel
firms
self
classify
as
an
MPS,
but
much
larger
segment
claims
to
offer
MPS
Market
dominated
by
small
(<$10
million
in
sales)
providers
that
operate
locally
or
regionally
Most
MPS
firms
rely
on
internal
staff
for
service,
although
about
1
in
3
use
third
party
sources
Indicators
point
to
solid
growth
of
MPS
market

24. The
Managed
Print
Sales
Process
Basis
of
Customer
Inclusion
of
Hardware
in
Ini.al
TCO
Es.ma.ons
MPS
Engagement
with
Customer
CombinaHon
of
actual
69%
and
average
costs
54%
Customer
actual
costs
17%
26%
20%
Industry
average
costs
14%
Rarely
or
Always
Never
Source:
CompTIA’s
Examining
the
Print
and
Document
Management
Market
study
In
most
cases,
aOempt
to
Base:
247
U.S.
Managed
Print
Service
Providers
opHmize
the
fleet
upfront

25. Needs
of
Firms
Planning
to
Enter
Managed
Print
Services
Market
BeOer
understanding
of
vendor
partner
programs
41%
Quality
lead
generaHon
36%
Technical
training
36%
MPS
markeHng
collateral
34%
Insights
into
customer
pain
points
32%
IT
cerHficaHons
or
credenHals
in
MPS
30%
Business
training
/
MPS
best
pracHces
28%
Sales
training
21%

26. Part
3:
Healthcare
IT
Market

27. Key
AssumpHons
Healthcare
is
a
big
market
gexng
bigger,
but…
The
current
path
is
unsustainable
New
approaches,
such
as
accountable
care
organizaHons
(ACOs)
taking
hold
Technology
is
at
the
heart
of
many
proposed
changes,
but…
Technology
is
only
a
means
to
an
end

28. Mobile
Device
AdopHon
among
Healthcare
Providers
63%
Currently
Using
56%
Plan
to
Start
Using
25%
21%
17%
18%
13%
11%
10%
6%
Netbooks
or
Laptop
PC
Tablets
Smartphones
Laptop
PC
Notebooks
(rugged)
(standard)

29. Medical
Apps
Usage
on
an
Upward
Trajectory
%
Using
Medical
Top
Apps
in
Use*
Apps
Daily
Epocrates
50%
Medscape
MedCalc
38%
Merck
Manual
Sermo
Skyscape
ICD
9
/
STAT
ICD-­‐9
Coder
Micromedex
Currently
Expected
Lexi-­‐Drugs
&
Lexi-­‐Interact
Usage
Next
Year
*among
healthcare
providers
in
this
CompTIA
study

30. Channel
Concerns
with
Tablets
in
the
HIT
Space
Dealing
with
security
issues
39%
Dealing
with
customers
that
have
unrealisHc
38%
expectaHons
for
tablets
OpHmizing
workflow
to
include
tablets
36%
OpHmizing
legacy
applicaHons
for
tablets
36%
IntegraHng
tablets
into
networking
32%
infrastructure
CannibalizaHon
of
other
products
23%
61%
of
SoluHon
Providers
view
Difficulty
in
add-­‐on
sales
or
consulHng
22%
tablets
as
a
net
posiHve.

31. SoluHon
Provider
PercepHons
of
Most
Challenging
Aspects
of
EMR/EHR
Meaningful
Use
Criteria
Networking
53%
Maintaining
up-­‐to-­‐date
list
of
acHve
diagnoses
Mobility
48%
e-­‐Prescribing
47%
Maintaining
acHve
medicaHon
allergies
list
AnalyHcs
44%
Health
informaHon
exchange
Security
44%
InformaHon
security
risk
analysis
Interoperability
41%
Clinical
decision
support
Real-­‐Hme
data
36%
CPOE

32. Service
Offerings
to
Healthcare
Customers
64%
Custom
applicaHon
development
30%
64%
IT
repair
or
maintenance
47%
61%
Network
setup,
integraHon
55%
59%
Storage,
back-­‐up
or
disaster
recovery
43%
57%
Website/intranet
work
31%
54%
Security
related
work
39%
54%
EMR/EHR
soluHons
or
related
work
23%
47%
Firms
with
Managed
IT
services
35%
>50%
of
sales
Reselling
of
IT
hardware
43%
from
HIT
29%
42%
Firms
with
Telecom/unified
communicaHons
32%
<50%
of
sales
Consumer
electronics
related
work
27%
from
HIT
15%

33. Thank
You
|
QuesHons?
Carolyn
April
Tim
Herbert
Director,
Industry
Analysis
VP,
Research
capril@compHa.org
therbert@compHa.org