hfs blueprint report · selected sap successfactors. already having sap in the back-office leading...

The Services Research Company

Khalda De SouzaResearch Director, SaaS Services [email protected]

HfS Blueprint Report

SAP SuccessFactors Services 2017Excerpt for NTT DATA

October 2017

©2017HfSResearchLtd.ExcerptforNTTDATA Proprietary│Page1

TOPIC PAGE

ExecutiveSummary 2

Research Methodology 17

ServiceProviderGrid 22

ServiceProviderProfile 26

MarketWrap-UpandRecommendations 29

About theAuthor 38

Table of Contents

Executive Summary


Introduction to the HfS Blueprint Report: SAP SuccessFactors Services 2017

n The 2017 HfS SAP SuccessFactors Services Blueprint Report continues our theme oflooking at the services sets for the planning, implementation, and management ofleading Software-As-a-Service platforms.

n Unlike other quadrants and matrices, the HfS Blueprint identifies relevantdifferentials between service providers across a number of facets in two maincategories: innovation and execution.

n This Blueprint report looks at the innovation and execution capabilities of 13 SAPSuccessFactors service providers in detail.


SAP SuccessFactors Technologiesn This Blueprint tracks consulting, implementation, and ongoing support services associated with

the SAP SuccessFactors applications, including:

n Core HR: Employee Central and Employee Central Payroll

n SAP SuccessFactors Talent Solutions: Recruiting Marketing, Recruiting Management,Onboarding, Learning, Performance and Goals, Compensation, Succession andDevelopment

n SAP SuccessFactors Analytics Solutions: Workforce Analytics, Workforce Planning

n Social Collaboration: SAP Jam

n There are new releases or enhancements every quarter.

n SAP Leonardo: SAP Leonardo is a set of tools and packaged solutions based on SAP CloudPlatform. It includes Design Thinking, and leading-edge technologies such as Artificial Intelligence(AI), Machine Learning, Blockchain, and Analytics. SAP calls it a “digital innovation system." SAPLeonardo includes tools and accelerators for industry sectors based on use cases. Serviceproviders have opportunities to leverage SAP Leonardo for SAP SuccessFactors servicesengagements, although this is still at an early stage in the market. Accenture and HCL areexamples of SAP SuccessFactors service providers investing in SAP Leonardo services.


SAP SuccessFactors Servicesn SAP SuccessFactors provides the following services:

n Advisory services

n Implementation services

n Integration services

n SAP Education for SAP SuccessFactors HCM Suite: This includes training and consultingservices, including best practice advice. Training is available for customers and servicepartners.

n Customer Community, to ask questions and communicate with peers

n Customer Support Portal

n Ongoing training and webinars

n Events and conferences are held around the world. Its flagship SuccessConnect eventsfor customers are also attended by the leading service partners.

n SAP Leonardo Innovation Services: Customers have access to SAP experts, includingdesigners, industry sector experts, and technology consultants.

n SAPSuccessFactorsisnotincludedinthisresearch.ThisBlueprintreportprofiles13ofSAPSuccessFactor’sservicepartners,whichhaveidentifiedopportunitiestoexpandthebasicservicesoffereddirectlybySAP.


SAP PartnerEdge: Service Programn SAP PartnerEdge Program: SAP SuccessFactors partners are part of the SAP PartnerEdge

program. All partners have access to information, advice, training, and tools. There are twobroad levels of partners:

n SAP PartnerEdge Open Ecosystem for Service: This is for smaller consulting and systemintegration providers and practices initializing their relationship with SAP and SAPSuccessFactors. Partners have access to some free information, training, and tools.

n SAP PartnerEdge for Service: This is for established SAP SuccessFactors service providersand practices. Partners must pay an annual fee and commit to continuous improvementto remain part of the PartnerEdge program. There are three levels of partnership withinthe SAP PartnerEdge Service program: Silver, Gold, and Platinum. Partners can move upto the next level by accruing Value Points, but Platinum partners are selected by SAPSuccessFactors invitation only.

n Run SAP Solutions: This includes SAP Outsourcing and Operations partners. SAP providescertification of local or global support capabilities. Examples include IBM and TCS.


SAP SuccessFactors Resources for Service Partners

n SAP SuccessFactors Workbooks: These outline how to configure the different modules.Service provider partners can use and enhance these for clients.

n Intelligent Services: This automates process steps in SAP SuccessFactors and includesintelligent services that provide a customized end-user experience.

n Partner Portal: Service provider partners have access to a partner portal that suppliesinformation, advice, training, and tools.

n SAP Product Road Maps: These explain the planned development of a feature or function ofeach product for clients, including recent changes available, upcoming development releasesin 12 to 18 months, and proposed themes for products beyond this time.

n Certifications: Service provider partners can achieve certifications in each of the SAPSuccessFactors HCM suite modules.


SAP SuccessFactors Selection

Source:HfSResearch,September2017N=23

n Wespokewith23clientreferencesforthisresearch.ThischartshowsthetopreasonswhytheyselectedSAPSuccessFactors.AlreadyhavingSAPintheback-officeleadingtoanenterprise-wideSAPstrategyisthemostcommonreasonSAPSuccessFactorsisselected.

0 2 4 6 8 10 12

Reputation

Don'tknow

Bestfitforourrequirements

Productfunctionality

Globalscale

CorporateSAPstrategy

NumberofMentions

SelectionCrite

ria

ReasonforSelectingSAPSuccessFactors


SAP SuccessFactors Modules: Current Deployment and Fastest Growth

• AveragestatisticsbasedonallanswersofserviceprovidersinthisBlueprintreport

n The top SAP SuccessFactors modules currently deployed are:

n Employee Central

n Performance and Goals

n Recruiting Management

n Learning

n The three fastest growing SAP SuccessFactors modules are:

n Employee Central

n Recruiting Management

n Onboarding


SAP SuccessFactors Services Value Chain

Plan

•BusinesscasedevelopmentforSaaSdeployment•Cloudadvisoryservices,includingcloudreadinessassessment•Compliance,riskmanagement,andsecurityconsulting•HCMandstrategyconsulting• SAPSuccessFactorsstrategyconsulting,processdesign,andconfigurationsupport•Technicalchangemanagementconsulting•Organizationalchangemanagementconsulting•Governancestructure•Mediumtolong-termSAPSuccessFactorsroadmapconsultingservices

Implement

•Projectmanagement•Datamigration•Customdevelopmentservicestocomplywithindustry,geography,orotherbusinessrequirements•Integrationservices•ExtensionsortoolsofSAPSuccessFactorstomeetspecificclientneeds•Testing•Initialusertraining•Technicalchangemanagementexecution•Organizationalchangemanagementexecution• Proactiveconsultingandadvisoryservicessharingbestpractice

Manage

•Governancemanagement•Upgradesupport•SAPSuccessFactorshelpdesk•Ongoingintegration•Ongoingtesting•Ongoingtraining•Ongoingproactiveadvicesharingbestpractice•SAPSuccessFactorsuptime,dataaccuracy,andaccessresponsibility•Ongoingemployeeadoptionsupport• Periodicsolutionandservicedeliveryreviews•IdentifyanyrequiredchangesinSAPSuccessFactorsorprocesstoaccountforchangingbusinessrequirements,e.g.M&A,divestment,newinvestmentsinIT

Optimize

•NewSAPSuccessFactorsmodulevalueidentificationandbenefitanalysis•OngoingSAPSuccessFactorsmoduleaddsandupgrades,migrations,andconsolidation•OngoingHCMstrategyandsystemalignment•HCManalyticsandmeasurement•Usercommunityfacilitation•Mediumtolong-termSAPSuccessFactorsroadmapadvisoryservices

Project Project/RunProject Run


SAP SuccessFactors Services Value Chain Market

Source:HfSResearch,September2017

ApproximateSplitofSAPSuccessFactorsServicesBusinessbyValueChainService*

• AggregateresponsesofserviceprovidersinthisBlueprint• **OtherincludesbusinessprocessservicesandSAPSuccessFactorsapplicationresell

14%

57%

15%

12%

3%

Plan

Implement

Manage

Optimize

Other**

n Morethan50%ofthecurrentSAPSuccessFactorsservicemarketisdominatedbyimplementationprojects.

n Mostserviceprovidersexpectconsultingandpost-deploymentsupportservicestoincreaseattheexpenseimplementationservicesinthenextfewyears.


Key Blueprint Highlights*n The 13 service providers in this Blueprint report have a total of:

n 2,726 certified consultants.

n 2,774 SAP SuccessFactors services clients. It should be noted that Aasonn has served2,000 clients alone.

n 5,327 people in the SAP SuccessFactors service practice. However, as some providers areunable to provide distinct practice numbers, they have included some SAP or HCMpractice numbers.

n Service providers report an average of 60% growth of SAP SuccessFactors services business inthe last fiscal year. They expect an average growth of 68% of SAP SuccessFactors servicesbusiness in the next fiscal year.

n The average reference score in the Blueprint was 7.8 out of 10. Most reference clients scoredservice providers higher for their execution capabilities than their perceived innovationcapabilities.

n Service providers estimate that Design Thinking is present in 59% of current SAP SuccessFactorsservice engagements. They expect Design Thinking presence in engagements to grow by 62% inthe next 12 to 18 months.

• TotaloraveragestatisticsbasedonallanswersofserviceprovidersinthisBlueprintreport


Key Blueprint Highlights* (continued)

• AveragestatisticsbasedonallanswersofserviceprovidersinthisBlueprintreport

n Geographic scope of contracts: On average, over a third, 39%, of engagements cover morethan 10 countries. This is followed by 24% of contracts focused on only one country. Serviceproviders expect multi-country engagements to grow in the next year. A few service providers,including HCL, Infosys, and Wipro are also focusing efforts to serve mid-market enterprises,which will likely be concentrated in one or a few countries.

n North America dominates: Approximately 40% of SAP SuccessFactors service business to datecomes from North America. This is followed by approximately 20% from Continental Europeand 16% from the UK. Service providers in this research expect these to continue to be the topthree regions for SuccessFactors service business in 2018.

n SAP SuccessFactors Service business by industry sector: On average, the top three industrysectors for SAP SuccessFactors service business are:

1. Financial services: banking and capital markets

2. Retail and distribution

3. Consumer goods

Service providers are seeing growth across all industry sectors for 2018.


Service Provider InvestmentsSAP SuccessFactors service providers are investing in the following areas in the next few years:

n Certifying and training consultants: SAP SuccessFactors service partners continue to train andcertify consultants in the different SAP SuccessFactors modules. Clients complain that serviceprovider teams are sometimes composed of a mix of skills, for example with strong Learningmodule experts but much weaker Recruiting module consultants. Keeping abreast ofSuccessFactors module investments and training consultants in all the latest application versionsare ongoing challenges for service providers in this market.

n Keeping abreast of SAP investments: As well as specific SAP SuccessFactors HCM modules,service providers are developing services to support new SAP technologies that support andenhance the SAP SuccessFactors experience for clients. Examples include the SAP Cloud and SAPLeonardo.

n Design Thinking: Service providers are increasingly focused on meeting the needs of andsupporting the end-user. For example, Accenture has updated its HR Transformation “NextGeneration Methods” to incorporate employee experience, and HCL develops personas as part ofits user centric design approach.

n Artificial Intelligence (AI): AI is a growth area. Examples of investments include EY strengtheningits chatbot based support services offering, HCL developing an intelligent HR assistant “Lucy” andInfosys’ investment in NIA, its Next Generation Integrated Artificial Intelligence Platform.


Service Provider Investments (continued)n Consulting services investment: Service providers are developing or strengthening their

consulting services, in particular cloud readiness services, roadmap services, and health checksthat can be delivered at any time before, during, or post deployments.

n Post-deployment support investment: Service providers are developing or strengthening theirpost go-live support offerings in line with market demand. Clients need flexible options thatinclude ad hoc access to experts, especially to understand the implications of new releases andfunctions. Service providers enhancing their support services offerings include Accenture,Deloitte, HCL, and NTT DATA.

n Proprietary tool investment: Proprietary tools are key differentiators for service providers in theSAP SuccessFactors service market. Clients have even selected a service provider based on thepresentation of a particular tool or methodology in the RFP stage. The service provider profiles inthis report list some of the tools, templates, and methodologies each service provider hasdeveloped. The following slide illustrates a few of these.


Service Provider Proprietary Tools

TypeofTool ExamplesPre-configuredtoolstosimplifyandspeedupSAPSuccessFactorsimplementations,oftenbasedonbestpracticescenarios

Accenture:AccentureHigh-VelocityTalentandHRAasonn:ProprietaryRapidDeploymentSolution(RDS)Deloitte:HRFastForward™EY:HR360,RapidDeploymentSolutionHCL:RapidHRNGAHumanResources(HR):FastTrackNTTDATA:80/10/10ProjectMethodologyandApproach

Deploymentmethodologiestoeasecloudmigrationsandalsobringvalue

Accenture:PackagedcloudmethodologyforSuccessFactorsHCL:BenefitsrealizationmethodologyInfosys:ValuerealizationmethodologyWipro:Safepassagetocloudframework

Industrysectortemplates Infosys:Automotive,retail,andfinancetemplatesandframeworksNTTDATA:Manufacturing,retail,healthcare,andpharmaceuticalworkbooksandtemplates

Payrollacceleratorsandsolutions EY:PayrollControlCenterNGAHR:SAPSuccessFactorsManagedPayrollsolution

AI-basedtoolsandtechnologies HCL:DRYiCE-AIAutomationservicesInfosys:NIA,itsNextGenerationIntegratedArtificialIntelligencePlatform

Business-orientedtools Accenture:HR360Diagnostictool

n This table shows a few of the interesting tools developed by service providers. Please refer to theindividual profiles for more detail and other examples, such as data migration tools, testing tools,and add-on functionality tools.

Research Methodology


Research MethodologyDataSummaryn ThedataforthisBlueprintwascollectedinQ2andQ3

2017,coveringservicebuyers,serviceproviders,andadvisorsandinfluencersofSAPSuccessFactorsservices.

n SAPSuccessFactorshasavastecosystemofservicepartners.HfSselectedasmallgroupofsomeoftheleadingSAPSuccessFactorsserviceproviderstoprofileinthisBlueprintreport.

n Tenserviceprovidersfullyparticipatedinthisresearch,Capgemini,Cognizant,andIBMdidnotfullyparticipateinthisresearch.

ThisReportIsBasedOn:n TalesfromtheTrenches:Interviewswereconducted

withbuyerswhohaveevaluatedserviceprovidersandexperiencedtheirservices.Someweresuppliedbyserviceproviders,butmanyinterviewswereconductedbyHfSExecutiveCouncilmembersandparticipantsinourextensivemarketresearch.

n Sell-SideExecutiveBriefings:Structureddiscussionswithserviceproviderswereintendedtocollectdatanecessarytoevaluatetheirinnovation,executionandmarketshare,anddealcounts.

n PubliclyAvailableInformation:Financialdata,websiteinformation,presentationsgivenbyseniorexecutives,andothermarketingcollateralwereevaluated.

ParticipatingServiceProviders


HfS Blueprint Scoring Percentage BreakdownExecution 100%

Qualityofaccountmanagementteam 10%

Qualityofprojectmanagementteam 15%

Flexibilityandincorporatingclientfeedback 10%

Scaleandexperienceofconsulting,implementation,andongoingmanagementservicescapabilities 25%

Geographicfootprintandscaleoftheserviceprovider 15%

Availabilityandstrengthofresources 15%

Experiencedeliveringindustry-specificservicesandsolutions 10%

Innovation 100%

VisionforandinvestmentsintheevolutionofSAPSuccessFactorsservices 35%

Assistancetohelpclientsmovetothecloud 10%

UsingDesignThinkingtodeliverbusinessoutcomesolutions 10%

Integrationoftransformationandprocessconsultingcapabilities 10%

Abilitytoadoptholistic,long-termviewofclients’SAPSuccessFactors journeys 10%

Investmentinproprietarytools,accelerators,andsolutions 25%


Execution Howwelldoestheserviceproviderexecuteonitscontractualagreement?Howwelldoestheserviceprovidermanagetheclient/providerrelationship?

Qualityofaccountmanagementteam Whatisthequalitylevelofprofessionalskillsintheaccountmanagementteam?Howeffectiveisthisteaminpromotingcollaborationandcreatingatruepartnershiprelationshipwiththeclient?

Qualityofprojectmanagementteam Whatisthequalitylevelofprofessionalskillsintheaccountmanagementteam?Doestheserviceproviderunderstandtheclient'sdefinitionofprojectorongoingengagementsuccess,andisitabletodeliverthis?

Flexibilityandincorporatingclientfeedback Howsuccessfullyhastheserviceprovidertakenfeedbackandincorporatedthatfeedbackintotheirservices?Hastheserviceproviderbeenflexible,responsive,andtimely?

Scaleofconsulting,implementation,andongoingmanagementservicescapabilities

Whatistheserviceprovider'scapabilitiesandexperienceacrosstheValueChain(seeslide10),includingtheavailabilityofrelevantcertificationsandcompetencies?

Geographicfootprintandscaleoftheserviceprovider Whatistheserviceprovider'scapabilityandexperiencetodelivermulti-siteandmulti-countryengagements,anditscapabilitytoofferlocalresourceswhenneeded?

Availabilityandstrengthofresources Howwellistheserviceproviderabletosourceexpertisefromallavailablesources,bothinternallyandexternally,toaddresscapabilitygaps?Istheserviceproviderabletoprovidetherightqualityofresourceinatimelymanner?Howstrongistheserviceprovider'sskillsandtalentbase?

Experiencedeliveringindustry-specificservicesandsolutions

Howwelldoestheproviderunderstandandhaveexperiencetodeliveryindustrysector-tailoredservicesandsolutions?Thisincludesindustry-specifictoolsandadvisoryservices.

Execution Definitions


Innovation DefinitionsInnovation Howdoestheserviceproviderinnovateitsofferingsinresponsetomarket

demand,clientrequirements,anditsownvisionforhowSAPSuccessFactorsserviceswillevolve?

VisionforandinvestmentsintheevolutionofSAPSuccessFactorsservices

Whatistheserviceprovider'svisionfortheevolutionofSAPSuccessFactorsservices?Whatstrategiesdoestheserviceproviderhavetodevelopnewservicestomeetemergingclientdemands?

Assistancetohelpclientsmovetothecloud DoestheserviceproviderofferinnovationincommercialmodelstohelpclientsWriteOffLegacysolutions?Doestheserviceproviderofferassistancewithorganizationalchangemanagementandculturalend-usertrainingtofacilitatethemovetocloudapplications?

UsingDesignThinkingtodeliverbusinessoutcomesolutions

Doestheserviceproviderunderstandthebusinesscontexttoreimagineprocessesalignedwithmeetingclientneeds?Doestheserviceproviderhaveexperienceindeliveringbusinessoutcomefocusedsolutionsforclients?

Integrationoftransformationandprocessconsultingcapabilities

HowistheserviceproviderintegratingchangeandtransformationalconsultingthroughoutthevaluechainofSAPSuccessFactorsservices?

Abilitytoadoptholistic,long-termviewofclients’SAPSuccessFactorsjourneys

Doestheserviceproviderhavecapabilityandexperiencetoproactivelysuggestrecommendationsandinnovationtoclients,withcorrespondingroadmaps?Doestheserviceproviderofferassistancetotrainclientstosupporttheirownmedium-tolong-termSAPSuccessFactorsjourneyspostdeployment?

Investmentinproprietarytools,accelerators,andsolutions

Whatistheproviderdoingtoinvestinproprietarycapabilities,tools,accelerators,andothersolutionstoenhancethevalueofSAPSuccessFactors forclients?Whatistheserviceprovider'sstrategytoinvestintheseareasinthefuture?

Service Provider Grid


TodistinguishserviceprovidersthatshowcompetitivedifferentiationinaparticularlineofdeliverywithprogressinrealizingtheAs-a-ServiceEconomyofbusinessoutcome-oriented,on-demand,talent+technologyservices,HfSawardstheseproviderstheAs-a-ServiceWinner'sCircledesignation.

Guide to the Blueprint Grid

Execution Innovation

As-a-ServiceWinner's CircleshowsexcellencerecognizedbyclientsintheEightIdealsinbothexecutionandinnovation

Collaborativerelationshipswithclients,servicesexecutedwithacombinationoftalentandtechnology asappropriate,andflexiblearrangements.

Articulatesvisionanda“newwayofthinking,”hasrecognizableinvestmentsinfuturecapabilitiesandstrongclientfeedback,and isdrivingnewinsights andmodels.

HighPerformersdemonstratestrongcapabilitiesyetlackaninnovativevisionormomentuminexecutionagainstthevision

Executesomeofthefollowingareaswithexcellence:worthwhilerelationshipswithclients,servicesexecutedwith“greenlights,”andflexibilitywhenmeetingclients’needs.

Typically, describeavisionandplanstoinvestinfuturecapabilitiesandpartnershipsforAs-a-Serviceandillustratean abilitytoleveragedigitaltechnologiesordevelop newinsightswithclients.

High Potentialsdemonstratevisionandstrategybuthaveyettogainmomentumintheexecutionofit

Earlyresultsandproof pointsfromexamplesinnewserviceareasorinnovativeservicemodels,yetlackscale,broadimpact,andmomentuminthecapabilityunderreview.

Well-plotted strategyandthoughtleadership,showcaseduseofnewertechnologiesorroadmap,andtalentdevelopmentplans.

ExecutionPowerhousesdemonstratesolid,reliableexecution,buthaveyettoshowsignificantinnovationorvision

Evidence ofoperationalexcellence;however,stillmoreofadirectiveengagementbetweenaserviceprovideranditsclients.

Lessevidentvisionandinvestmentinfuture-orientedcapability,suchasskillsdevelopment,“intelligentoperations,”ordigitaltechnologies.


HfS Blueprint Grid: SAP SuccessFactors Services 2017


Major Service Provider Dynamics: HighlightsExecution

• Accountmanagement:Accountmanagementremainsacrucialsuccessfactorforallapplicationserviceengagements.ClientsinterviewedforthisBlueprintareespeciallyenthusiasticaboutAasonn,Deloitte,andEY.

• Projectmanagement:Theabilitytoeffectivelymangeprojectsandhaveanleaderwhounderstandstheclient’sbusinessneedsisadifferentiator.Serviceproviderswhowereparticularlycommendedforthisare:Accenture,Infosys,andWipro.

• Flexibilityandincorporateclientfeedback:Clientsappreciateaflexibleapproachtoserviceengagementsthatdoesnotincludeaconstantrecoursetothestatementofworkdocumentforanychangesrequested.Clientsscoredalloftheserviceproviderswellfortheirabilitytodeliverflexibleservices.Thosethatparticularlystoodoutare: Aasonn,Accenture,Deloitte,EY,IBM,andWipro.

• Availabilityandstrengthofresources:Theultimatesuccessofaprojectreliesonhavingtimelyaccesstostrongresources.ServiceprovidersthatparticularlyimpressedclientsonthisareEY,HCL,Infosys,andWipro.

• Experiencedeliveringindustry-specificservicesandsolutions:WhilemostclientscurrentlyviewSAPSuccessFactorsserviceengagementsashorizontal,afewserviceprovidershavedevelopedindustry-focusedservicesandsolutions.TheseincludeHCL,Infosys,NTTDATA,andWipro

Innovation

• VisionforSAPSuccessFactorseffectiveness:HavingavisionforwheretheprocessessupportedbySAPSuccessFactorsareheadedinthefutureisanimportantelementofInnovation.WesawthisvisioncomeparticularlyfromAccenture,Deloitte,IBM,andNGAHumanResources(HR).

• Assistancetohelpclientsmovetothecloud:Clientsneedspecificservices,training,andsupporttounderstandtheimplicationsofmovingtothecloud.Serviceprovidersthatstoodoutforthisinvestmentinclude:Aasonn,Accenture,Deloitte,NGAHR,andHCL.

• Investmentinproprietarytoolsandsolutions:ImplementingandmanagingSAPSuccessFactorsdeploymentsforclientsisenhancedbyhavingasuiteofuniquetools,accelerators,andothersolutionstomaximizetheattainmentofbenefitsforclientsandserviceproviders.AlloftheserviceprovidersinthisBlueprintareinvestinginSAPSuccessFactorstools,templates,andaccelerators.Seeslide16forexamples. ServiceprovidersthatparticularlyimpressedwithtoolsinvestmentincludeAccenture,HCL,IBM,Infosys,NTTDATA,NGAHR,andWipro.

Service Provider Profile


Service Provider Profiles Thefollowingsectionpresentsserviceproviderprofiles.Keypointsthatapplytoallprofilesinclude:

n TheBlueprintleadinghighlights:ThissectionliststheExecutionandInnovationcriteriathattheserviceproviderparticularlyexcelledat.Thisisbasedonserviceproviderinformationandclientreferencescoresandcommentary.

n Acquisitionsandpartnerships: AllserviceproviderspartnerwithSAPSuccessFactorsandthisisthereforenotlistedoneachindividualprofile.

n Operations:ThestatisticsinthissectionareHfSandserviceproviderestimates.ThetotalpracticeteamsforexamplemayincludeotherSAP,HCM,orCloudservicesexpertswhoworkacrossspecificapplicationpractices.

n Technologyandplatforms:Thissectionlistsexamplesoftheserviceprovider’stoolsandtemplatesforSAPSuccessFactorsservices.Thisisnotnecessarilyacomprehensivelist,andservestopresentsomeofthemainexampleinvestmentsmadebytheserviceprovider.


NTT DATA

Relevant AcquisitionsandPartnerships KeyClients Operations TechnologyTools andPlatforms

Acquisitionsinclude:• GoldfishICT(2017)• MBITConsulting(2016)• CarlisleandGallagher

ConsultingGroup(2015)• SymphonyConsulting

(2014)• Everis(2014)• OptimalSolutions(2013)• Intelligroup(2010)• Itelligence(2008)

Partnershipsinclude:• ASUG• WorkforceManagement• KornFerry• MaverickTechnologies

NTTDATAtargetsclientswithmorethan1,000employeestransitioningtoSAPCloud.

Geographicalcoverageinorderofrevenue:NorthAmerica,otherAPAC,ContinentalEurope,ANZ,UK,India,MEA,andLatinAmerica

IndustryCoverage:Mostindustries.Thetopfouraremanufacturing,consumergoods,retailanddistribution,andenergyandutilities

• Aglobaltechnologyandspecialtymaterialscompany

• Aninternationalbakingindustryleader• Aglobalpharmaceuticalfirm• Aglobalhealthcareleader

• Partnerlevel:Platinum• Yearofpracticeestablished:2012• NumberofSuccessFactorscertifiedconsultants:

195+• NumberofSuccessFactorscertifications:440+• Totalnumberinpractice:240• Numberofclients:150+• Numberofengagementscompletedorongoing:

260KeydeliverylocationsforSuccessFactorspractice:• TheUS:Chicago,Atlanta,Boston,Houston,Dallas• India:Hyderabad,Bangalore• Australia:Sydney,Melbourne,Brisbane,Perth• TheUK:London• Turkey:Istanbul• Denmark:Aarhus• Spain:Madrid• APAC:Philippines:Manila;Singapore;Malaysia:

KualaLumpur;Vietnam:HoChiMinhCity

• 80/10/10ProjectMethodologyandApproach:Implementationmethodologyusingprebuilttemplatesandintegrationframeworkbuiltonbestpractices,

• Pre-DefinedTemplates:PrebuilttemplateswithcompleteworkbookswithbestpracticeprocessesforEmployeeCentralandallmodulesintheBizXSuite.

• Industry-SpecificTemplates:Predefinedbestpracticeworkbooksandtemplatesformanufacturing,retail,healthcareandpharmaceuticalindustries.

• HealthcareTalentManagementSolution:SpecificforAPJmarketandmeetsinternationalindustrystandards.

• LearningManagementSolution:ExtendsSAPsolution.Focusesonlargeenterprises.Governanceandregulationfocusedformanufacturingindustrylicense,certifications,andcompliancetoreducerisk.

• OPTIMIZEToolset:Webandcloud-basedprojectandprogrammanagementtoolkit.

• Ready2runSolution:Forclientswithlessthan1,000employeeswhoarelargelypaper-based,forrapiddeployment.

Strengths Challenges

• Tailoredservicesandsolutions:NTTDATAhasexperienceindeliveringSuccessFactorsservicestolargeandmediumsizedenterprises.Thesearesupportedbyitsproprietary80/10/10methodology,whichincludespre-builttemplates.Inaddition,itsReady2runsolutionenablesrapiddeploymentsforclientswithlessthan1,000employees.

• Consultingandmanagementservicesinvestment: NTTDATAhasstrengtheneditsSuccessFactorsservicesofferingsorganicallyandinorganicallybyinvesting inconsultingservicessuchasadvisory,changemanagementandtrainingservices,aswellasmanagementservices.ClientsareincreasinglydemandingSuccessFactorsconsultingandmanagementservices,sothisfocusisimportantforNTTDATAtoremaincompetitiveinthismarket.

• Industrysectorcapabilities:NTTDATAhasinvestedinindustrysolutionsandservices,whicharerareinthismarket.Ithasdevelopedbestpracticeworkbooksandtemplatesformanufacturing,retail,healthcareandpharmaceuticalindustrysectorsandalsohasahealthcaretalentmanagementsolutionfortheAPJmarket.ThisisadifferentiatorforNTTDATAasindustrysectorunderstandingisbecomingimportantforclientsseekingmoredirectbusinessrelatedoutcomes.

• HolisticvisionofHR:NTTDATAisdevelopingaholisticviewofHR,whichconsidersthedifferingrolesandresponsibilitiesofemployees.Theaimistoincreasinglyfocusontheultimatebusinessaimoftheclients,ratherthanadoptanindividualmodulefocusedapproach.Oneclientsaid“theywanttheprojecttobesuccessful.”

• Flexibilityandrelationshipskills: ClientshighlightNTTDATA’sstrengthsinaccountmanagement,clientengagement,collaboration,andflexibility.

• Perceptionofbeingatechnicalpartner:ClientsoftencontractNTTDATAfortechnicaldeploymentsanddonotrealisetheneedforupfrontdetailedplanningandbusinessalignmentexercises.Moreover,clientsdonotexpectNTTDATAtohavetheseskills.NTTDATAshouldbemoreproactiveinofferingitsconsultingcapabilitytoclients,andclientsshouldbemoredemandingofbusinessconsultantstobepresentindeals.Afewclientssaidthattheyhadnotreceivedanyproactivelong-termviewbuttheyalsoadmittedthattheyhadnotaskedforthis.

• Growth:NTTDATAhascompletedalargenumberofengagementsbutwitharelativelysmallSuccessFactorsservicesteamcomparedwithotherserviceprovidersintheWinner’sCircle.Someclientsalsosometimescomplainofthelackofavailabilityofseniorresources.NTTDATAplanstorampupitsconsultingpooloverthenextyear,especiallywithindustrysectorexperts,whichshouldalleviatethisproblem.Clientsshouldensurethattheywillreceiveadequateresourcesatthebeginningofengagements.

Winner’s Circle Strengtheningserviceofferingsandstronginvestmentinindustry-focusedtools

BlueprintLeadingHighlights

• Qualityofaccountmanagement

• Flexibilityandincorporatecustomerfeedback

• Scaleofservices• Geographicscale• Industryservicesand

solutions• Vision• Investmentin

proprietarytools

Market Wrap-Up and Recommendations


Service Provider Selection n Whythisserviceprovider?Thetopreasonsclientswespoketoselectedtheirserviceprovider

were:• Existingrelationship• Technicalcapabilities• Geographicscope:tosupportmulti-countrydeploymentsandalsotobeabletoofferlocal

resources• Flexibility• Alignedtotheclient’sbusiness:strongRFPpresentation,understandingclient’sculture• Proprietarytoolormethodology:presentedduringtheRFPprocess• Priceorvalue

Othercriteriathatreceivedonementioninclude:• RecommendedbySAPSuccessFactors• ServiceproviderbroughttheA-team• Abilitytosharestrategicview• DecisionwasmadebytheITdepartment


Service Provider SatisfactionThetopstrengthsclientslistedfortheirserviceproviderincluded:

n SAPSuccessFactorstechnicalcapability:Technologyorientedandvaluableadviceaboutnewreleasesandfunctionality.

n Strongprojectmanagement

n Flexibilitytoaccommodateclientrequirements:Particularlytrueforlong-termrelationships.

n Knowledgeableandexperiencedresources:Includingstrongoffshoreresources.

n Listeningtoclientneeds

n Competitivepricing:Especiallyifusingtheoffshoremodel.

n Full-serviceoffering:Serviceprovideroffersconsulting,implementation,andmanagementservices.

n Problemresolutionfocus:Theserviceproviderteamtrieshardtoproposealternativesolutionswhenfacedwithproductlimitations.


Service Provider ChallengesThetopchallengesclientslistedfortheirserviceproviderincluded:

n Lackofholisticview: ServiceproviderteamsareoftencomposedofindividualmoduleimplementationconsultantswhoarenotabletoprovideaholisticviewacrosstheHRlandscape.

n Highstaffturnover:Consultantsarere-deployedtootherprojectsandclients,causingdisruptionintheengagement.

n Widerangeofskilllevels:Thereisamixofexperienceintheteams,withsomeconsultantshavingverylittleexperienceandknowledgeoftheproduct.

n Notproactive: Theserviceproviderisnotproactiveenoughwithideasandbestpracticeadvicesharing.

n Pooravailabilityofresources:Theclienthadtowaitfortherelevantexperttobecomeavailable.

n Lackofbusinessexperts:Consultantsabletounderstandtheclient’sbusinessissuesarerare.


Recommendations: Enterprise Buyersn Be demanding but reasonable: Ensure that the service provider can provide all the skills you

require. This may include HR business consultants and technical experts for each of the modulesyou are implementing. However, note that there is a shortage of SAP SuccessFactors serviceresources in the market and so you will likely get a team of mixed experienced consultants. If anyof these are unsatisfactory, ask your service provider to swap them out. All the service providers inthis Blueprint have been flexible to do this when requested.

n Listen to business advice: Listen to best practice advice when the service provider offers it, forexample about organizational change management implications and likely post deploymentsupport requirements. We spoke with several clients who did not heed the advice, either becausethey thought they had enough in-house experience, or because they thought the service providerwas simply trying to sell them more services. These clients admitted that they regretted this, andwish they had listened to advice earlier in the deployment.

n Involve end-users in the software selection (but only if they can affect the decision): Whenselecting the software (in this research, the decision was most often between SAP SuccessFactorsand Workday), involve the end-users. For ultimate success, it needs to be extensively used byemployees, so it’s a good idea to get their feedback early on. They can test the user interface,flexibility and ease of use of the product. However, this is not necessarily a useful exercise if thedecision will be made by business managers. One reference we spoke with tested the productswith employees, who selected Workday. However, this was overturned by the IT department whohad a corporate SAP strategy. In such situations it may be better to let employees only test theselected product.


Recommendations: Enterprise Buyersn Understand the pros and cons of joint software and services RFPs: It may be a good idea to

ask a service provider to present their chosen HR application in your RFP process. You willbe able to better understand the complete solution potential, rather than the individualsoftware modules and the service offerings separately. However, software and servicessalespeople do not often have the same focus, resulting in a confusing presentation thatmay actually fall short of explaining the full potential of the solution to meet your needs.Clearly explain your business requirements and plans to RFP respondents to ensure thatthey remain focused on these.

n Do not underestimate change management! Change management is one of the mostimportant process in all SaaS services engagements, yet it is also one of the most commonlyoverlooked. Most clients are focused on fast deployments that radically change the HRprocess, sometimes corporation-wide. The question you must ask is: is your enterpriseready for it? Focus less on the functionality and testing of the product, and focus more onthe impact of change on people and processes. Distribute the SAP SuccessFactors modulesto employees as soon as possible to elicit feedback. Ensure that your service provider alsofocuses on your end users rather than the product. You can manage change managementinternally, but ensure that you have the right skills in place. Some service providers alsoprovide best practice advice for clients who want to keep this in-house.


Recommendations: Enterprise Buyers (Continued)n Contract consulting services: Consider the consulting and advisory services offered by your

service provider, especially if you are embarking upon an enterprise-wide SAP SuccessFactorsdeployment. As well as change management, service providers can offer cloud readinessservices, SaaS business case development services, HR strategy consulting, governanceconsulting, project management planning services, and much more. Clients who initiallydeployed a few modules with a fast implementation approach and therefore often littlealignment to the business, are increasingly considering consulting services before their phase-two deployments.

n Have a plan for ongoing support services: You must ensure that you have an ongoing supportservices strategy, whether in-house or with a service provider. The myth that SaaS products donot require any support services because they are so easy and intuitive to use and update hascaught out many enterprises. In fact, because of the regular updates, business managers andemployees need to understand the implications of all changes. Many service providers offer aflexible support services model, with remote or onsite assistance as and when you need it. It isdifficult to plan for this if using in-house resources, so using a service provider, either solely orin addition, is often a good idea.

n Decide if you are undergoing a transformation or a re-platforming: Many clients are simplyre-platforming their current HR process to the cloud, using the same tools as they did for theon premise solution. This in itself is of little business benefit in the long term. In atransformation project, you should re-think the entire process and be prepared to makechanges to it, then use the technology to facilitate the change.


Recommendations: Service Providersn Ensure your account managers are proactive: Encourage account managers to

proactively elicit feedback from clients. This should be about specific team members aswell as about the project progress. Offer to swap out any team member before a clientasks you do so if you suspect a problem. Also, prepare the client in advance if you needto move any resource to a different project or client.

n Present services and support in-house efforts: Clearly present the value of all offerings,particularly consulting and support services to clients. Explain the importance of theseto ensure a successful deployment without appearing to be too pushy or sales-oriented.Importantly, offer best practice advice to clients selecting to do anything in house, forexample change management and post deployment support services.

n Be honest about commitment: Qualify out of an RFI if you do not think you can deliver.For example, one service provider candidly informed the client that it would not be ableto offer its best consultants, or “The A Team” for the number of years the clientrequired. The client appreciated the honesty and the service provider avoided apotentially negative engagement.


Recommendations: Service Providers n Invest in or partner for payroll services: As the SAP cloud payroll solution picks up momentum

in the next few years, you must have access to payroll services capabilities. Payroll is acomplicated specialist skill that only a few of the service providers in this Blueprint have. Nowis the time to develop payroll expertise or partner to be able to offer this to clients.

n Partner for geographic coverage: If your SAP SuccessFactors services practice does not haveglobal coverage, consider partnering to gain fast access to additional skills. For exampleAasonn and Wipro are partnering with Arago Consulting in France and Synchrony Global inAPAC for additional regional capabilities.

n Invest in business experts: Ensure that there is a senior business consultant who can provide aholistic view of the SAP SuccessFactors deployment for each client. These skills are rare in themarket, so you may have to train them in-house. As these consultants are so rare, this is adifferentiator in the SAP SuccessFactors services market.

About the Author


Khalda De SouzaResearchDirector,SaaSServices,HfSResearch– UnitedKingdom

KHALDADESOUZA

ResearchDirector,SaaSServices

KhaldamanagestheSaaSServicesresearchforHfS.ThisinvolvestrackinghowserviceprovidersaredevelopingtheirSaaSServicesstrategiesaswellasenterpriseclients’requirementsandneedsinthismarket.KhaldatracksthemarketdevelopmentinseveralspecificSaaSservicesareas,includingWorkday,SAPSuccessFactors,SalesforceandMicrosoftDynamics.

KhaldajoinedHfSResearchinOctober2014.PriortoHfS,KhaldawasaseniorlevelITservicesresearchanalystatGartnerfornearly20years.Inthattime,shemanagedtheEuropeanresearchforseveralareasincludingnetworkandITsecurityandbusinessapplications.KhaldahasledkeyresearchdeliverablessuchasMagicQuadrantsforbothEuropeandglobalmarketsatGartner.

KhaldahasextensiveexperienceinprovidingstrategicadvicetobothITservicesprovidersandcustomerorganizationsglobally.Forprovidersthisincludes,butisnotlimitedto,channelstrategies,productpositioning,competitiveintelligence,markettrends,andforecastanalysis.Forcustomers,Khaldahasprovidedinsightfulguidanceonsourcingandvendorselectionstrategies.

KhaldahasaBSc.fromAstonUniversityinInternationalBusinessandFrench.ShelivesintheUKwithherhusbandandthreechildren.

[email protected]

©2017HfSResearchLtd.ExcerptforNTTDATA

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