cloud computing: usage, relevance and satisfaction

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Cloud Computing: Usage, Relevance and Satisfaction SAP Research performed by TNS Infratest Research Completed: April, 2012

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SAP commissioned TNS Infratest to conduct a survey of over 600 Technology and “Line of Business” decision makers and software users across organizations with at least 500 employees in the US, UK, Germany and Brazil. The survey demonstrates the already high and growing level of cloud adoption, as well as the benefits and barriers of cloud computing. According the study, organizations see cloud computing as relevant to business success, not just IT, and those who have adopted cloud solutions are highly satisfied.

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Page 1: Cloud Computing: Usage, Relevance and Satisfaction

Cloud Computing: Usage, Relevance and

Satisfaction

SAP Research performed by TNS Infratest

Research Completed: April, 2012

Page 2: Cloud Computing: Usage, Relevance and Satisfaction

© 2012 SAP AG. All rights reserved. 2

About The Methodology

SAP commissioned TNS Infratest to conduct a survey of over 600

Technology and “Line of Business” decision makers and software users

across organizations with at least 500 employees in the US, UK,

Germany and Brazil. The survey was completed in April 2012.

Page 3: Cloud Computing: Usage, Relevance and Satisfaction

© 2012 SAP AG. All rights reserved. 3

Introduction Setting the stage: defining Cloud Computing

For purposes of this survey we are defining Cloud Computing

as Internet-based computing

whereby information, IT resources, and business software applications (incl.

email, collaboration and productivity)

are provided as a subscription service to computers and mobile devices.

• Public Cloud: A public cloud is one based on the standard Cloud Computing

model, in which a service provider makes resources, such as applications and

storage, available to the general public over the Internet. A Public Cloud is

offered by an off-site third-party provider (external vendor).

• Private Cloud: A Private Cloud is a proprietary network or data center that

uses cloud computing technologies, such as virtualization. A Private Cloud is

created, managed and used by the organization it serves (internal vendor).

• Hybrid Cloud: A combination of Public Cloud, Private Cloud and classic IT

infrastructure. Hybrid model, which uses the best technologies of the different

approaches. The hybrid Cloud is maintained by both internal and external

providers.

Page 4: Cloud Computing: Usage, Relevance and Satisfaction

© 2012 SAP AG. All rights reserved. 4

Introduction Setting the stage: defining Cloud Computing Services

We are defining

• SaaS: Software as a Service is a software distribution model in which

applications are hosted by a vendor or service provider and made available to

customers over a network, typically the Internet.

SaaS includes the hosted application management (a provider hosts

commercially available software for customers and delivers it over the Web)

and the software on demand model (the provider gives customers network-

based access to a single copy of an application created specifically for SaaS

distribution).

• IaaS: Infrastructure as a Service is a service model that delivers computer

infrastructure (hardware, storage, servers and data center space, network

components etc.) on an outsourced basis to support enterprise operations.

The IaaS provider provides policy-based services and is responsible for

housing, operating and maintaining the equipment it provides for a client.

• PaaS: Platform as a Service is a service delivery model that allows a

customer to rent virtualized servers and associated services used to run

existing applications, or to design, develop, test, deploy and host applications.

Page 5: Cloud Computing: Usage, Relevance and Satisfaction

© 2012 SAP AG. All rights reserved. 5

Usage of Cloud Computing Cloud? Already reality and plenty of growth potential

Almost 60% of companies are already in the cloud and additional 20% are planning to do so,

most of which within the next 12 months

Q01

Base: All respondents (n=601)

Usage of Cloud Computing

• Brazil: Higher share of users (66%)

Higher share of planners (27%)

• US: Significantly more users (68%)

But significantly less planners (13%)

Source: Online Survey Q1 2012, TNS Infratest on behalf of SAP

Still evaluating whether to use Cloud Solutions or not

Don't use Cloud Solutions and don't plan it

Plan to use Cloud Solutions < 12 months

Plan to use Cloud Solutions > 2 years

Using Cloud Solutions < 1 year

Using Cloud Solutions > 1 year

59% using

21% planning 10% undecided 10% refusing

30%

29%

16%

5%

10%

10%

• Germany: Most conservative

Significantly less users (45%)

Significantly more refusals (21%)

• Service Industries: Significantly more users (70%)

• Public Sector: Most conservative

Lowest share of users (50%)

Highest share of refusals (14%)

Information gap: Power users seem to be less aware of the usage of Cloud Computing solutions in their companies: Only 34% of the power users state that Cloud

Solutions are already in use, but 62% of the decision makers.

Hyperlink to the detailed charts

country / target group

company size

Page 6: Cloud Computing: Usage, Relevance and Satisfaction

© 2012 SAP AG. All rights reserved. 6

Relevance of Cloud Computing No pure IT matter, but important for business success

79% see Cloud Computing as important for the company‟s business success – 35% even think

Cloud Computing is critical. Only 7% see no direct contribution

Relevance of Cloud Computing for the company‟s business success

Greatest differences in the assessment of Cloud Computing appear with respect to target groups:

85% of the IT decision makers are convinced of the importance of Cloud Computing, 75% of the LoB decision makers, but only 57% of the power users.

Lower relevance is attributed to Cloud Computing by:

• Power users

• Germany

It's critical to business

strategy and success

It's important but not critical

It makes a contribution but it's not

well understood or highly valued

No direct contribution

Don’t know

Cloud Computing is considered to be more relevant by:

• IT decision maker

• US

• Service Industries

• Financial Services

Source: Online Survey Q1 2012, TNS Infratest on behalf of SAP

79% see Cloud Computing

as important

1% 7%

13%

44%

35%

Q02

Base: Cloud Computing User, Planner, Undecided (n=540)

Hyperlink to the detailed charts

country / target group

company size

Page 7: Cloud Computing: Usage, Relevance and Satisfaction

© 2012 SAP AG. All rights reserved. 7

Satisfaction with Cloud Computing Despite the early stage: positive feedback on the solutions

70% of Cloud Computing users show a high satisfaction with used cloud solutions, 22% are even

„completely satisfied‟

Q04

Base: All Users of Cloud Computing (n=356)

Satisfaction with Cloud Solutions in use

Source: Online Survey Q1 2012, TNS Infratest on behalf of SAP

Not satisfied at all

Partly satisfied

Satisfied

Very satisfied

Completely satisfied

70%

Top 2 satisfaction

5%

Bottom 2

satisfaction

Don’t know

IT decision maker are most positive regarding Cloud Solutions:

• 78% of the IT decision maker are very satisfied or completely satisfied, but only 65% of the LoB decision maker

• Power users show lower satisfaction (only 40% very satisfied or completely satisfied), but also lower familiarity with the solutions (10% answering ‘don’t know’)

1% 1% 4%

24%

48%

22%

Page 8: Cloud Computing: Usage, Relevance and Satisfaction

© 2012 SAP AG. All rights reserved. 8

Cloud Computing Investments Where is the journey heading? Especially hardware with Cloud potential

20% of companies expect 50% or more of their IT budget to be spent for cloud software solutions

within the next 36 months, while in the hardware environment this will be true for even more

companies (25%)

Q08

Base: Cloud Computing User, Planner (n=480)

Expectation: what % of the IT budget in the company will be spent for Cloud Solutions?

The lower involvement of power users in Cloud Computing initiatives and the decision process in their companies may account for the large share of power users who

are not able to give an estimation regarding Cloud investments (compared to decision makers). Hence, the shown numbers are clearly determined by decision makers.

Cloud is already no pure IT topic: IT decision maker and LoB decision maker show similar expectations.

The highest potential with respect to Cloud investments in the companies can be seen in

• Brazil: both regarding software and hardware (25% expect a share of 50% or more for cloud solutions in overall software investments within the next 36 months,

32% for hardware investments)

• Manufacturing: both regarding software and hardware (27% expect a share of 50% or more for cloud solutions in overall software investments within the next 36

months, 32% for hardware investments)

Source: Online Survey Q1 2012, TNS Infratest on behalf of SAP

3%

6%

6%

7%

9%

14%

14%

18%

25%

36%

30%

30%

36%

25%

27%

25%

19%

9%

16%

10%

8%

10%

8%

10%

Software - within next 12 months

> 75%

50% - 75%

25% - 50%

10% - 25%

Don’t know

Software - within next 36 months

Hardware - within next 12 months

Hardware - within next 36 months

<10%

20%

25%

Page 9: Cloud Computing: Usage, Relevance and Satisfaction

© 2012 SAP AG. All rights reserved. 9

Cloud Computing Deep Dive – Cloud Types Hybrid Cloud with plenty of growth potential

The high relevance of security concerns may account for the clear priority of Private Cloud over

Public. The way into the Private Cloud seem to lead via Hybrid Clouds (currently lowest share of

users, but highest potential)

* Explanation used in the survey: please see the question text

Q22

Base: Cloud Computing User, Planner, Undecided (n=540)

Cloud Type Usage

The most positive estimation can be found among IT decision makers – nevertheless, the only slightly more reserved estimation of LoB decision maker shows

that Cloud is already no pure IT topic.

Information gap: Power users are clearly less familiar with the Cloud topic: e.g. only 10% of the decision maker answered ‘don’t know’ reg. usage of Hybrid Cloud,

but 39% of the power user (same picture for Public and Private Cloud).

• Germany is most conservative with respect to all Cloud Types, low acceptance especially regarding Public Cloud Solutions (26% say ‘do not consider at all)

• US with highest user share regarding Public Cloud (31%) and Private Cloud (46%); BR with highest share of planner with respect to all Cloud Types

• Financial Services are clearly more skeptical than the other industries reg. Public and Hybrid Cloud, Service industries with highest shares of users

Source: Online Survey Q1 2012, TNS Infratest on behalf of SAP

26%

39%

16%

28%

26%

30%

20%

23%

32%

16%

3%

9%

10%

9%

12%

Public Cloud*

Private Cloud*

Hybrid Cloud*

Already in use

Plan to use < 12 months

Don’t plan but consider

Don’t consider at all

Don’t know

Potential: 62%

Page 10: Cloud Computing: Usage, Relevance and Satisfaction

© 2012 SAP AG. All rights reserved. 10

Cloud Computing Deep Dive – Cloud Services SaaS is clearly in the lead – openness to all services

Today SaaS (the longest established Cloud Service) is most frequently used, however: similar

openness to the different services. Evaluation of IaaS seems to be one step further than regarding

PaaS (highest share of planner vs. highest share of undecided)

* Explanation used in the survey: please see the question text

Q23

Base: Cloud Computing User, Planner, Undecided (n=540)

Cloud Services Usage

The most positive estimation can be found among IT decision makers – nevertheless, the only slightly more reserved estimation of LoB decision maker shows that

Cloud is already no pure IT topic.

Information gap: Power users are clearly less familiar with the Cloud topic: Only 10% of the decision maker answered ‘don’t know’ with respect to the usage of PaaS,

but 43% of the power user (same picture for SaaS and IaaS).

• Germany is most conservative with respect to all Cloud Services

• US with significantly higher share of users regarding SaaS

• US and Brazil with more openness (planning to use / considering) regarding IaaS and PaaS than UK and Germany

Source: Online Survey Q1 2012, TNS Infratest on behalf of SAP

SaaS*

IaaS*

PaaS*

Already in use

Plan to use < 12 months

Don’t plan but consider

Don’t consider at all

Don’t know

37%

24%

20%

24%

30%

26%

21%

25%

32%

7%

9%

9%

12%

12%

13%

Similar numbers of respondents,

who do not consider

the respective Cloud Service at all

Different stages of adaption,

but in total similar numbers of respondents,

who are open to use the service

Page 11: Cloud Computing: Usage, Relevance and Satisfaction

© 2012 SAP AG. All rights reserved. 11

Business issues driving Cloud investments Main drivers: cost reduction, operational efficiency, flexibility

34%

33%

32%

28%

25%

22%

20%

17%

16%

13%

IT LoB User Main drivers for Cloud investments

Need for reduction of operating costs

Need for improvement of operational efficiency

Increasing need for flexibility

Increasing need for mobile worker support

Company growth

(Increasing) Globalization of business

Need for improvement of speed of innovation

Need for collaboration with other companies

Need for higher customer focus & retention

Changing regulatory requirements

Short term perspective: reducing the operational costs is the most important goal driving

investments in Cloud Computing

Source: Online Survey Q1 2012, TNS Infratest on behalf of SAP

Q07 Selection of max. 3 aspects possible

Base: Cloud Computing User, Planner, Undecided (n=540)

32% 40% 40% 28%

38% 22% 29% 39%

37% 34% 32% 28%

32% 28% 29% 24%

27% 20% 16% 34%

24% 20% 18% 27%

21% 19% 15% 25%

14% 19% 20% 15%

22% 16% 12% 16%

10% 13% 15% 14%

37% 30% 39%

32% 33% 32%

34% 30% 36%

31% 23% 30%

22% 29% 20%

23% 23% 18%

22% 18% 20%

18% 18% 9%

18% 16% 9%

16% 11% 7%

Overall, the Top 5 are all within 9% and therefore all have to be considered.

With respect to the most important factor driving Cloud investments, differences between the countries / target groups can be found:

• Brazil: most important factors driving Cloud investments are ‘need for improvement of operational efficiency’, followed by ‘company growth’

• UK, Germany, IT decision makers: ‘need for reduction of operating costs’ is clear number one

Significantly

above overall

Page 12: Cloud Computing: Usage, Relevance and Satisfaction

© 2012 SAP AG. All rights reserved. 12

Cloud Computing barriers and benefits Financial and security aspects are critical both as pros and cons

Benefits Barriers / Concerns

34%

33%

28%

27%

23%

19%

18%

14%

14%

12%

12%

11%

11%

10%

1%

Security aspects

Financial aspects

Flexibility aspects

Biggest obstacles when it comes to the implementation of the Cloud: Security concerns and

costs. Security and costs are also seen as main benefits of Cloud Computing beside data &

services access from everywhere

Lack of security

Concerns reg. data loss

Costs

Difficult integration (infrastructure)

Regulatory concerns

Lack of customization

Slow / loss of connection

Losing control of infrastructure

Losing control of SLAs/updates

Concerns about TCO

Data & services access from everywhere

Cost reduction

Data security

Flexibility

Speed of implementation

State-of-the-art technology

Bus. continuity /disaster recover

Scalability

SW: Easier administration

SW: Compatibility

Losing IT competence

Limited functionality

Infrastructure vendor lock-in

No barrier at all

Better cash position

Immediate reaction (comp. needs)

Concentration on core business

SW: Automatic updates

No benefit at all

29%

26%

23%

20%

18%

17%

16%

15%

15%

15%

14%

11%

11%

7%

Especially with respect to the barriers to Cloud Computing, the different aspects are close together – no one should be ignored.

Similar perceptions: Top 3 barriers and benefits are similar across countries, target groups and industries, differences in the relevance are to be found in:

• UK: Financial benefits with significantly higher relevance; security concerns with significantly lower relevance

• Power user: Benefits regarding flexibility with significantly higher relevance

• Service industries: Financial benefits with significantly higher relevance; Public sector: Security concerns with significantly higher relevance

Source: Online Survey Q1 2012, TNS Infratest on behalf of SAP

Q05 & Q06 Selection of max. 3 barriers resp. benefits possible

Base: Cloud Computing User, Planner, Undecided (n=540)

Page 13: Cloud Computing: Usage, Relevance and Satisfaction

© 2012 SAP AG. All rights reserved. 13

19%

13%

10%

10%

9%

8%

8%

6%

4%

4%

81%

87%

90%

90%

91%

92%

92%

94%

96%

96%

Cloud Computing – Highest Benefit from the Cloud There is not yet a single ‘killer app’ driving cloud deployment

The respondents see the highest benefit from deploying the solution as a Cloud service with

respect to document management, followed by email and calendar

Q25 & Q26

Base: Respondents using, planning to use or considering to use Cloud Solutions in the

respective area (n=503)

Cloud Applications – Highest benefit from

deploying the solution as a Cloud Service

No clear number one across countries, target groups and industries, expect for:

Brazil (‘document management ‘with 29%, followed by ‘email and calendar’ with 13%)

Source: Online Survey Q1 2012, TNS Infratest on behalf of SAP

Email and calendar

Financial management

Document management

Project management

Collaboration solutions

Security solutions

Mobility solutions

CRM

Billing and transactions

Testing and development

<3%:

HCM / HR solutions,

ERP,

Sourcing solutions,

Sophisticated Analytic solutions

Data access from everywhere as highest benefit from the

Cloud Solutions

Open question: “Can you describe the benefit you

got from the cloud service?”