!Meta_Group_A-47155__T-302RM_Part_2_06020

Table of contents – Part I “Service”

I. SERVICE COMMITMENT.............................................................................................................2A. Expertise and experience.................................................................................................................2B. Research methods & qualifications.................................................................................................2C. Uniqueness of service......................................................................................................................3D. Independence and bias.....................................................................................................................4E. Personnel to be assigned..................................................................................................................4F. Financial stability.............................................................................................................................4

II. REFERENCES..............................................................................................................................6III. SERVICE TOPIC AREAS...........................................................................................................9

A: Application Delivery Strategies (ADS)........................................................................................12B. Electronic Business Strategies (EBS)...........................................................................................13C. Enterprise Data Center Strategies (EDCS)...................................................................................14D. Global Networking Strategies (GNS)...........................................................................................15E. Server Infrastructure Strategies (SIS)............................................................................................16F. Service Management Strategies (SMS).........................................................................................17G. Web & Collaboration Strategies (WCS).......................................................................................18H. Enterprise Planning & Architecture Strategies (EPAS)...............................................................19I. Government Strategies (GOV).......................................................................................................20K. Infusion Programs.........................................................................................................................22

IV. SERVICE LOGISTICS...............................................................................................................26A. Maintain current and periodic updates..........................................................................................26B. Custom research reports................................................................................................................27C. Documents.....................................................................................................................................27D. Schedule of services......................................................................................................................27

V. SERVICES SUMMARY.................................................................................................................28A. Information deployment................................................................................................................28B. Personal appearances.....................................................................................................................29C. Services unique to government & higher education......................................................................29D. Locally provided service................................................................................................................29E. Frequency of contact......................................................................................................................30F. Research and data collection.........................................................................................................30G. Pricing methodology......................................................................................................................31H. Real time and short notice commitment........................................................................................31I. Services at no added costs.............................................................................................................31J. Dependability and accuracy...........................................................................................................32K. Two sample reports........................................................................................................................33L. Website access...............................................................................................................................33M. On-demand / ad-hoc access.......................................................................................................33N. Decision making process example.................................................................................................34O. Three – Five year strategic direction.............................................................................................35P. Partnerships....................................................................................................................................35Q. Education on delivery system changes/updates.............................................................................35

Please see part II ‘Costs’

Research and Advisory Proposal for the State of Minnesota, November 2002 Section: “ Service” Page 1 of 35

I. SERVICE COMMITMENT

A. Expertise and experience“Your firm’s expertise and experience in providing the research, strategic planning, and advisory services in the services areas identified below.”

Since 1989, META Group has been helping businesses make better strategic and tactical decisions and leverage information technology. With more than 3,000 corporate and government clients worldwide, META Group provides structured transformation programs, advisory services, project consulting, measurement programs, and publications. META Group differentiates itself through its commitment to providing both a methodology derived from best practices and ongoing support to help clients achieve excellence. In short, META Group provides clients with the tools they need to reduce wasteful IT spending and to avoid the inefficiency of trial and error decision making.

META Group is a different kind of consultancy. META Group’s business model emphasizes the importance of clients talking with an expert analysts as a primary means of delivering valuable knowledge and experience to clients. Our clients understand that the best IT analyst recommendations are made by understanding each client’s specific situation. This “in context,” dialogue between clients and analysts enables META Group to deliver insights, direction, and recommendations that are more accurate and move a client to sound decisions more rapidly than a dependence on reading and interpreting written research alone. META Group is highly committed to helping each client make the best decision in their specific and unique circumstance.

This commitment enables META Group to provide best-practice experience, pertinent research, and practical insights that help clients to:

Understand key business issues Develop tactical plans to move toward strategic goals Minimize risk Evaluate products and technologies Assess vendor business practices and strategies Develop financial strategies Justify internal product and technology recommendations Negotiate with vendors Reduce and control the cost of IT Determine and adopt best actions and best practices

META Group is a publicly traded company with over $117 million in revenues in 2001, over 230nalysts and consultants, a substantial international client base, and a proven leadership role in the IT arena. META Group is recognized as one of the world’s top providers of information research and advisory services.

B. Research methods & qualifications“Your firm’s research methods, number of individuals doing the research and their qualifications.”

Our commitment to quality, consistency, and objectivityMETA Group’s research quality is at the heart of why thousands of organizations confidently rely upon and trust our insights. Information quality is controlled at multiple levels. META Group analysts develop individual research agendas that outline the critical issues, trends, markets, and vendors they will be focusing on for the upcoming year. Often, these agendas include a preliminary editorial calendar summarizing the key research papers the analyst intends to create. Research agendas are also driven by the ongoing interaction between analysts and META Group clients. Moreover, our interactions with clients are used to develop these agendas and review our positions, which are in turn in-depth and detailed. META Group analysts understand not only the strategic issues relating to technology, but also the practical implementation challenges facing IT


groups. This process ensures that analysts approach each topic with an appropriate level of understanding — and that positions are tested through detailed review with user clients.

Based on the research agenda and vendor analysis, META Group analysts create written output (e.g., META Group Deltas), and METAViews (8-12 minute interviews with a Co-Research Director on “hot topics”), which are posted daily on our metagroup.com Web site. All of this research undergoes an exhaustive review process. In part, this includes vendor review to gain input on any possible factual errors relating to products or services. More importantly, peer META Group analysts across the organization provide further input and comments on research in progress — these drafts often are also reviewed by selected user clients to obtain real-world input. Finally, one of META Group’s Research Directors reads each research submission to ensure consistency of position across services and as a final quality-control check. Another element of the process that bolsters the overall quality of research is META Group’s weekly research meeting. Each Thursday, the research community convenes for three hours to discuss a series of seven research topics (one proposed by each of META Group’s seven core advisory services).This meeting provides an opportunity for analysts across the research community to comment on and debate topics being researched by various services. There is also a daily Research Directors’ meeting to discuss/analyze the latest breaking IT news. Output from this session is posted on our Web site as “News Analysis.”

It is important to note that META Group incorporates both quantitative survey data and model-driven analysis of other market data to determine our positions. META Group gathers profile information for thousands of clients each year, as well as details surrounding tens of thousands of inquiries annually. This information represents critical “real world” data about user experiences with particular products and vendors. When examining markets, META Group analysts systematically review this information for patterns and trends. Complemented by insight gained through ongoing META Group Consulting projects, multi-client studies, lab analysis of software products by our SPEX research report division, and other META Group sources, this information is used to refine trends and make initial assessments of key markets. These background findings are then combined with data gathered during frequent meetings with vendors and finally organized and filtered to create META Group’s bottom-line view of a particular market or vendor/product. Research is also constantly refreshed. Presentations at periodic META Group conferences (7-8 per year) and executive briefings (dozens per year) represent targets for updating research positions. In addition, each retainer service updates its research coverage and META Trends for publication each January. META Trends in particular are an important research component, with each service producing 10-14 key statements about what META Group believes will occur in critical technology areas. Periodically, META Group also publishes “report card” documents revisiting Trends from previous years and outlining where META Group was right or wrong. Finally, specific Deltas and presentation materials relating to market/vendor review are typically updated one to four times per year, depending on the market.

As a leading advisory services company, META Group draws from candidates with broad and diverse backgrounds, including those with post-graduate degrees (50%), real-world IT experience (averaging 13 years, with 25%+ topping 20 years), Fortune 500 backgrounds (20%), senior executive expertise (40% were directors or above, with 10% at the CxO level), and reputations as industry thought leaders.

META Group analysts average more than 13 years of direct IT business and "in the trenches" experience; more than 25% of our analysts have at least 20 years of experience.

C. Uniqueness of service“Any uniqueness of your service that might differentiate your firm from another or what do you provide that others don’t.”

We distance ourselves from competitors in five key areas:-Action-Oriented FocusMETA Group moves clients from insight to action — no other company in the industry can make this claim. Offering consistent, quality analysis, META Group’s research serves as the catalyst. Building on this foundation, META Group’s structured transformation programs — featuring proven methods, tools, and dedicated support — enable clients to actively drive organizational change around key business and technology challenges.-An Unparalleled Research EngineOur research analysts work daily with Global 2000 companies. They convene weekly at a three-hour research meeting to deliberate today’s toughest issues. And they ultimately come to agreement on best practices, models, and methods. To ensure that we continually deliver this consistency and “speak with one voice,” META Group reinvests more in research and client services on a percentage basis than any of our competitors.


-Integrated Consulting CapabilitiesTightly integrated with our research engine, META Group’s consulting division addresses leading-edge issues that lack clear-cut answers. The synergy between our consulting arm and our research advisory services enhances META Group’s ability to quickly drive consulting projects to viable outcomes, giving clients time to seize competitive opportunities.-Client IntimacyMETA Group maintains the industry’s highest analyst-to-client ratio — affording analysts more opportunities to speak directly with our clients. As a result, we develop a keen understanding of our clients’ needs for both immediate tactical answers and longer-term strategies. We are able to closely collaborate with our clients — in ways that are best suited for them.-An Objective, Unbiased, and Vendor-Neutral StanceMETA Group generates unbiased research with a user focus. As a core element of our corporate promise, objectivity is synonymous with our name.

For further detailed information regarding analyst experience, please reference the analyst biography tab within the advisory services pages at META Group’s public web site at http://www.metagroup.com/products/products.htm.

D. Independence and bias“How your firm maintains an independent and unbiased approach to research. “META Group generates unbiased research with a user focus. As a core element of our corporate promise, objectivity is synonymous with our name.

E. Personnel to be assigned“Qualifications and availability of personnel to be assigned to support the proposed services and contract."

As an integral part of our commitment to service excellence, META Group’s Client Services team ensures that each client has dedicated assistance and quick decision-oriented information. A combination of research assistant, help desk, trusted advocate, and administrative support, Client Services connects our clients with everything META Group has to offer: research analysts/consultants, events, our extensive in-house research library, and much more.

Our Client Services hotline has a turn-around time of no more than 4 business hours. Additionally the State of Minnesota will be assigned local Account Management representation.

F. Financial stability“Demonstrate you firm’s financial stability through audited or un-audited financial statements that show financial stability, letters of reference from bankers or financial consults or a commitment to post performance bonds.”

2001 Results Total revenues were $117.8 million, a decrease of 1.2% from $119.3 million for the year 2000. These revenues

include a $4.3 million positive incremental impact from the acquisitions of the Company's Canada and Asia Pacific distributors in late 2000 and early 2001. Retainer-based Research and Advisory Services revenues were $85.5 million, up 1.1% from $84.6 million in 2000. Revenues from Strategic Consulting decreased 3.0% to $26.9 million in 2001, compared to $27.7 million in 2000. Revenues from Published Research Products were $5.4 million in 2001, compared to $7.0 million in 2000, a decline of 22.4%.

Gross margin improved to 47.0% from 41.5% in 2000. Net loss was $17.6 million, or $1.47 per fully diluted share, compared with a net loss of $10.5 million, or $0.97 per

diluted share, for the year 2000. The effective tax rate reflects certain capital losses that are not expected to be realized in the future due to uncertainties as to the utilization of such losses. Included in the prior-year results was the cumulative effect of an accounting principle change of $2.4 million, or $0.22 per fully diluted share, related to the Company's adoption of Staff Accounting Bulletin 101 (Revenue Recognition) in the fourth quarter of 2000.

EBITDA (earnings before interest, taxes, depreciation, and amortization) was negative $12.3 million for 2001, compared to negative $7.8 million in 2000.

Cash flow from operations was $18.2 million, in contrast to negative cash flow from operations of $10.6 million in year 2000.


Net cash position (cash plus marketable securities less outstanding debt) was $10.5 million at December 31, 2001, compared to negative $10.6 million at December 31, 2000.

Days sales outstanding (DSO) at December 31, 2001 was 118 days, versus 181 days at the end of 2000. The Company was not in compliance with certain financial covenants, including EBITDA and leverage ratios

contained in its credit facility, and is currently negotiating a waiver from the lender, though there can be no assurance it will be received

META Group, Inc.

OPERATING RESULTS Quarter Ended December 31, Year Ended December 31, (in thousands, except per share data) 2001 2000 2001 2000Revenues Research and advisory services $20,668 $20,375 $85,483 $84,556 Published research products 1,760 1,982 5,439 7,009 Total renewable revenues 22,428 22,357 90,922 91,565 Strategic consulting 7,868 8,616 26,863 27,707 Total revenues 30,296 30,973 117,785 119,272 Operating expenses Cost of services and fulfillment 16,507 22,334 62,439 69,728 Selling and marketing 14,477 11,819 45,242 37,161 General and administrative 4,986 7,470 15,426 17,519 Depreciation and amortization 1,990 1,863 7,708 4,867 Restructuring charge - - 359 - Total operating expenses 37,960 43,486 131,174 129,275 Operating income (loss) (7,664) (12,513) (13,389) (10,003)Impairment loss (6,311) (2,640) (9,165) (2,640)Other income (expense), net (21) (400) 2,063 361 Loss before (benefit) for income taxes (13,996) (15,553) (20,491) (12,282)(Benefit) for income taxes (970) (5,585) (2,881) (4,244)Loss before cumulative effect of change in accounting principle (13,026) (9,968) (17,610) (8,038)Cumulative effect of change in accounting principle - - - (2,438)Net loss ($13,026) ($9,968) ($17,610) ($10,476)Amounts per basic common share: Loss before cumulative effect of change in accounting principle ($1.01) ($0.91) ($1.47) ($0.75) Cumulative effect of change in accounting principle $0.00 $0.00 $0.00 ($0.22) Net loss ($1.01) ($0.91) ($1.47) ($0.97)Amounts per diluted common share: Loss before cumulative effect of change in accounting principle ($1.01) ($0.91) ($1.47) ($0.75) Cumulative effect of change in accounting principle $0.00 $0.00 $0.00 ($0.22) Net loss ($1.01) ($0.91) ($1.47) ($0.97)Weighted average basic shares outstanding 12,843 10,898 11,960 10,763 Weighted average diluted shares outstanding 12,843 10,898 11,960 10,763

BALANCE SHEET DATA December 31, December 31, (in thousands) 2001 2000Assets Cash and cash equivalents $21,433 $3,622 Accounts receivable, net 40,542 57,825


Deferred tax asset 2,689 5,806 Tax refund receivable 0 2,100 Deferred commissions 1,150 3,428 Other current assets 2,208 1,455 Total current assets 68,022 74,236 Marketable securities 0 6,719 Long-term portion of accounts receivable 2,572 4,444 Furniture and equipment, net 11,939 14,712 Deferred tax asset 9,866 3,733 Goodwill and other intangibles, net 33,872 23,532 Investments and advances 8,190 18,818 Other assets 554 6,269 Total assets $135,015 $152,463

Liabilities and Stockholders' Equity Deferred Revenues $45,827 $44,087 Accounts payable 2,068 4,856 Borrowings under revolving credit agreement 3,042 20,900 Current portion of long-term debt 2,724 Accrued compensation 5,709 6,086 Accrued liabilities 6,918 3,849 Income taxes payable 567 176 Other current liabilities 5,450 463 Total current liabilities 72,305 80,417

Long-term portion of deferred revenues 4,813 6,338 Long-term debt 5,111 0

Total liabilities 82,229 86,755

Stockholders' equity:Common stock 136 116 Paid-in capital 58,102 52,874 Accumulated other comprehensive loss (381) (160)Treasury stock (659) (320)Retained earnings (deficit) (4,412) 13,198 Total stockholders' equity 52,786 65,708 Total liabilities and stockholders' equity $135,015 $152,463

II.REFERENCES“Provide a list of six customer references from customers who have used your research services for at least one year and who operate and manage data processing installations which are similar in size, configuration and user community to the State of Minnesota’s diverse data processing environments. It is preferred that one or more of these references be from other state governments.

Brief summary of the firm’s services to that customer. Managers and users of your services to contact whom we could interview.”

Below is a list of reference sites as requested, client testimonials can be found at :


http://www.metagroup.com/corporate/testimonials.htm

META Group wishes to mark the REFERENCES listed in this response as trade secret materials and does not want this information released. References includes key contact details for META Group customers. META Group does does not wish to make public this information for fear that competitors might target that business.

State of NCJoe LithgoCOOInformation Technology Services(919) 850-2773State of [email protected] Services: Government Strategies, Application Delivery Strategies, Electronic Business Strategies, Enterprise Data Center Strategies, Global Networking Strategies, Server Infrastructure Strategies, Service Management Strategies and Web & Collaboration Strategies, Executive DirectionsInfusions: Adaptive Infrastructure Infusion, Operations Excellence Infusion, Enterprise Architecture Infusion

State of MIAndris Ozols(517) [email protected]. Analyst and Project ManagerMichigan-Department of Management and Budget/OITS105 W. Allegan floor3Lansing, MI, 48933

META Services: Government Strategies, Application Delivery Strategies, Electronic Business Strategies, Enterprise Data Center Strategies, Global Networking Strategies, Server Infrastructure Strategies, Service Management Strategies and Web & Collaboration Strategies

State of CA - Employment Development DeptDale MorganIT ManagerCalifornia, Employment Development Dept. (EDD)[email protected]

META Services: Government Strategies, Enterprise Planning and Architecture Strategies, Global Networking Strategies, and Service Management Strategies

State of CA - Teale Data CenterAl SmithIT ManagerCalifornia, Stephen P. Teale Data [email protected]

META Services: Government Strategies, Application Delivery Strategies, Electronic Business Strategies, Enterprise Data Center Strategies, Global Networking Strategies, Server Infrastructure Strategies, Service Management Strategies and Web & Collaboration Strategies


mailto:[email protected]


http://www.metagroup.com/corporate/testimonials.htm

State of NYIgor KorolukDirector, Enterprise Help Desk(518) [email protected]

META Services: Government Strategies, Enterprise Planning and Architecture Strategies, Application Delivery Strategies, Electronic Business Strategies, Enterprise Data Center Strategies, Global Networking Strategies, Server Infrastructure Strategies, Service Management Strategies and Web & Collaboration Strategies


III. SERVICE TOPIC AREASFirms shall address their understanding and commitment to each of the following services. When addressing each service, identify how your firm will provide the research; if it is electronic, indicate the required communication hardware and software. If the method is publication, describe the publication and how often it is published.TopicsIn order to help firms understand the State’s need, the following list of desired research topics are provided. The list is only offered to help firms understand the State’s current needs and to provide a framework for evaluating proposals. These topics may change during the term of a contract as strategies and information technologies change. Selected firms are expected to be flexible enough to address changing interests and needs throughout the contract period.Firm’s packaging of services must address the State’s broad needs but need not directly correspond to the topic areas listed below. Firms should clearly explain which areas of interest listed below are available from your firm and specifically describe these services or topics as well as other offerings in your response. The topics may overlap into other topic headings so you should then respond accordingly. Firms are encouraged to offer other services or topics not listed herein, along with a specific description of those offerings. We also request that, within each of your research services, to state how many documents you have published for each specific topic relative your service offering since January 1, 2002.

Fig 1. Graphic Representation of META Services


Enterprise Data Center Strategies

(EDCS)

Server Infrastructure Strategies

(SIS)

Web & Collaboration

Strategies(EDCS)

Global Networking Strategies (GNS)

Service Management Strategies (SMS)

Application Delivery Strategies (ADS)

Electronic Business Strategies (EBS)

Government Strategies

(GOV)

Enterprise Planning and Architecture

Strategies (EPAS)

Executive Directions (ED)

Enterprise Architecture Infusion

Operations Excellence Infusion

Customer Relationship Management Infusion

Adaptive Infrastructure Infusion



A: Application Delivery Strategies (ADS) ADS specializes in assisting IT organizations with developing and maintaining their business application portfolio (ERP, best-in-class, legacy) and corresponding information architecture. The primary business justification for ADS is its technological foresight, helping clients deploy enterprise business applications for sustainable innovation, and information architectures as strategic weapons. ADS is a member of META Group’s renowned family of subject-specific advisory services, offering industry-leading research and analysis, “best method” insights, and bottom-line guidance from the top minds in IT.

“Currently, 95% of Global 2000 enterprises do not have a complete view of their customers, due to lack of an enterprise CRM strategy. By 2003/04, 50% of enterprises without a panoramic customer view will experience significant losses in market share and brand equity. To thrive in the “relationship economy,” enterprises must reinvent both customer relationships and supply chains (and align customer and product profitability strategies), while transforming disconnected channels and points of interaction into streamlined go-to-market systems — with both the customer and product/service as interlinked design points.”

SERVICE SCOPE

Enterprise/Inter Enterprise Integration Enterprise application integration Web services and XML Business process automation Inter-enterprise integration (IEI, B2B, etc.) Legacy integration

Enterprise Application Development

Web application and services architecture Application servers Application development environments and IDEs for

Java, C#, etc. Organization for application delivery Component development and related methodology Program, portfolio, and project management Application development life cycle

Customer Relationship Management

Sales automation Marketing management Channel relationship management Customer support and customer interaction center Analytical CRM E-business: sell-side applications

Supply Chain Management Supply chain planning/analytics Distributed order management Supplier relationship management Collaborative planning, forecasting, and replenishment

(CPFR) Warehouse and transportation management Global trade logistics Supply chain visibility, event managementEnterprise Resource Planning (ERP) ERP technology as corporate and line-of-business

backbones Manufacturing applications Financial applications Human capital management and professional services

automation

Data Warehousing/Information Architecture

Enterprise information architecture strategy Business intelligence tools and platforms Enterprise reporting and analysis strategies Business performance measurement & management

strategies Data warehouse architecture/data quality Data warehouse development, ETL tools Metadata management

394 research items added to research library since Jan 02.

Research and Advisory deliverables apply


B. Electronic Business Strategies (EBS)

EBS provides decisive, in-context guidance to help companies mesh their technical efficiencies with the growing complexity of e-business initiatives. Critical issues include Net markets, e-procurement, presentment/payment, and enterprise portals. EBS is a member of META Group’s renowned family of subject-specific advisory services, offering industry-leading research and analysis, “best method” insights, and bottom-line guidance from the top minds in IT.

“E-business demands an inherent understanding of how business and technology intersect to accelerate performance, boost revenue, and enhance relationships with employees, partners, and customers. Driving successful e-business ventures across supply and service chains, Net markets, and internal structures requires IT organizations to link their B2B, B2C, and B2E ventures through state-of-the-art collaboration, content management, personalization, and portal facilities.”

SERVICE SCOPE

E-Applications and Strategies E-business-to-business fusion; transformation,

change management, and branding E-business portfolio prioritization and management Commerce platforms and applications Strategic sourcing and procurement Product lifecycle and management Business-to-business integration and collaborationDigital Infrastructure Portal frameworks (requirements, vendors, ROI,

governance, etc.) Knowledge management Personalization

Enterprise Content Management Web content management Document management Document imaging Document automation/engineering (e.g., correspondence

generation) Records management Digital asset management/digital rights management Electronic output management Electronic forms Search/retrieval, categorization, and taxonomy

management Federation and consolidation strategies

382 research items added to research library since Jan 02

.



C. Enterprise Data Center Strategies (EDCS)

EDCS provides expert, actionable guidance for aligning and leveraging old and new data center technologies and applications, while meeting increasingly stringent operational and availability requirements. Coverage includes developing a strategic storage management architecture, creating and maintaining a true 24x365 environment, negotiating high-stakes hardware and software procurements, optimizing enterprise asset management, and driving operations excellence. EDCS is a member of META Group’s renowned family of subject-specific advisory services, offering industry-leading research and analysis, best-practice insights, and bottom-line guidance from the top minds in IT.

“As demand for externalized business applications proliferates, organizations are struggling to optimize data center efficiency, manage vendor relationships, provide value-based business continuity and disaster recovery, and drive enterprise-wide operations excellence. To meet rising business demands within a rigorous cost-cutting discipline, successful IT operations groups are proactively driving initiatives that yield real business value – and drive competitive advantage.”

SERVICE SCOPE

Operations Excellence Organizational structure and roles Human capital management, staffing, and training IT productization Change control Data center consolidation, optimization, and transitions Enterprise Asset Center of Excellence (COE) Asset COE functional organization requirements IT procurement pricing and terms/conditions negotiation Software asset management Hardware asset management Asset management tools and processes IT financial planning Charge back and metrics management

Server Consolidation Transition and consolidation strategies Evolution of platform mix across the enterprise Justification and total cost of ownership Shared-services delivery

Application Transition and Integration Legacy application leverage Integration frameworks Middleware/database monitors Workload management

Enterprise Storage and Availability Architecture Storage architecture Storage organization Storage technology and vendors Storage management and functionality Availability architecture, business continuity, and

disaster recovery




D. Global Networking Strategies (GNS)

GNS helps clients formulate an integrated networking strategy to secure communications within the enterprise and beyond, tackling networking and security technologies, sourcing and service providers, and information delivery. Key topical coverage includes integrating wireless technologies, establishing enterprise-wide security policies, updating network hardware and software for new business demands, and maximizing call center technologies. GNS is a member of META Group’s renowned family of subject-specific advisory services, offering industry-leading research and analysis, “best method” insights, and bottom-line guidance from the top minds in IT.

“The right information is useless without the right vehicle to get it where it needs to go — instantly and securely. Networking within the enterprise and beyond requires linking all business assets together and building a secure, integrated environment for communicating information across business constituencies. It encompasses the key components of the digital economy.”

SERVICE SCOPE

NetworkingLocal-area networks (LANs)Metropolitan-area networks (MANs)Wide-area networks (WANs)Content delivery NetworksValue-added networksIP managementProcurementRemote accessSecuritySecurity operations & policiesEncryption & firewallsDigital signature & authenticationDigital certificatesVirtual private networks (VPNs)Demilitarized zone (DMZ)Public key infrastructure (PKI)Communications InfrastructureDesignExtranet service providersHosting Co-locationVoice MessagingUnified messagingVoice portalsVideoconferencingRoom videoconferencing & service providers

Customer Relationship ManagementCustomer interaction centersAgent managementIntegrationConvergenceVoice, video, dataConverged staffingWirelessWireless technologiesWireless application service providers (WASPs)Wireless Application Protocol (WAP)Short Message Service (SMS)GatewaysMiddlewareSecurityQuality of ExperienceLoad balancingSession persistenceSSL acceleratorsTraffic shapingTraffic prioritization:, DiffServ, and IP V. 6CachingDirectoriesMetadirectories & extranet directoriesDirectory-enabled networksNetwork Operating Systems (NOSs)




E. Server Infrastructure Strategies (SIS) SIS is an invaluable resource for organizations designing adaptive infrastructure services— exploiting patterns of network and server assemblies to enable rapid change while sustaining agility, robustness, and value. Topical coverage includes the fundamental layers of the server infrastructure stack from the server and storage hardware layer; through the OS, SAN, and NAS layer; through the database, data warehouse, and data integration layer; and up through the application server, integration server, and business process automation middleware layers. Best-practice coverage includes high-availability e-business infrastructure, data protection via backup/restore architectures, database/data warehouse/data integration architecture, server/storage consolidation, and Web site and Web services middleware architecture. SIS is a member of META Group’s renowned family of subject-specific advisory services, offering industry-leading research and analysis, best-method insights, and bottom-line guidance from the top minds in IT.

“To meet evolving business requirements, IT organizations must minimize the complexity of supporting infrastructure while speeding design decisions through best-practice approaches. Successful server infrastructure design imperatives will leverage existing infrastructure, define standard application and infrastructure interfaces, and establish the foundation of a dynamic service-oriented architecture.”

SERVICE SCOPE

Server Platforms Architectures

StorageStorage-area networksNetwork-attached storageStorage resource managementStorage virtualizationEnterprise backup/recovery strategiesData replicationInterconnects/transportsVendors

DatabaseArchitecturesData integrationData warehousingDatabase administrationDatabase management toolsVendors

Middleware Application serverIntegration serverBusiness process automationWeb servicesService-oriented architectureModel-driven architectureGrid computingVendors High AvailabilityDatabaseThe business cost of downtimeVendors

Operating systems Server consolidation Vendors




F. Service Management Strategies (SMS) SMS addresses the transforming IT operational strategies that businesses and service providers must embrace to excel at delivering value. The focus is on aligning IT/business goals through best-practice and robust infrastructure/application management, superior service (end-user) and support strategies, and optimized use of external service providers to achieve strategic goals. SMS is a member of META Group’s renowned family of subject-specific advisory services, offering industry-leading research and analysis, best-method insights, and bottom-line guidance from the top minds in IT.

“Successfully meeting accelerating business demands for IT operational efficiency and effectiveness requires organizations to securely manage their information supply chains. It also means providing world-class support for all IT constituencies, while adapting to rapidly changing business cycles that drive constant change. And it demands creating a balanced sourcing and partnership strategy with external service providers for infrastructure, application, business, and management needs.”

SERVICE SCOPE

Infrastructure and Applications Management Management frameworks and point tools Architectures and management components Infrastructure management Application management Network and systems management Internet / Web management Operational support systems

Enterprise Service Management Help/service desk operations and technology E-support/employee self-service Service-level management (not hyphenated)

Outsourcing and Service Providers Outsourcing strategies Vendor relationships Service providers Outsourcing life cycle

Operations Excellence IT operational processes and process models IT operational organization models Business relationship management IT operational metrics




G. Web & Collaboration Strategies (WCS) WCS provides companies with relevant and actionable guidance that enables strategic business transformation, organizational agility, and employee innovation. Focal points include exploiting enterprise portals as the next-generation information and application delivery platform, embedding collaborative interfaces within operational applications to facilitate “in context” information exchange and teamwork, and elevating professional skills, leadership competencies, and sense of community via e-learning frameworks. WCS is a member of META Group’s renowned family of subject-specific advisory services, offering industry-leading research and analysis, “best method” insights, and bottom-line guidance from the top minds in IT.

SERVICE SCOPE

Web Sites and Systems Enterprise portals, platforms, and frameworks Site design, development, and management Web analytics, profiling, and privacy Web application and services architecture User interface and accessibility strategies E-Business/Customer Relationship Management (CRM) User interface Customer and industry trends for e-channels e-Service (e-mail response, self-help, Web-to-CIC

integration) Interactive marketing Personalization, profiling, and privacy strategies Customer experience management Competitive intelligenceCollaboration and Business Productivity Business value, measurement, and organizational

issues Contextual collaboration strategies Collaboration suites, platforms, and infrastructure Real-time and asynchronous tools Community building Workgroup computing (office suites) Electronic Performance Support Systems e-Learning systems integrators

Business Intelligence (BI) Decision support strategies and standards BI portals and analytical information delivery BI tools and platforms Query and reporting Web analytics & OLAPEnd-User Platforms Client platforms and pervasive devices Windows 2000 and client platform evolution Workgroup services Mobile, wireless and pervasive computing Application mobilization Platform management (e.g., licensing) Consumer technologies Lifestyle computing (e.g. at-home computing) Natural interfaces and usage models (e.g., voice) Rich media strategies (streaming audio/video)E-Learning Business trends and organizational issues E-learning, collaboration and knowledge management

(e-learning portals) Learning management systems (LMSs) and learning

content management systems (LCMSs) Virtual classrooms Content and K-University providers Course creation, simulation and assessment tools

“Fueling competitive advantage with technical excellence requires meeting the information, collaboration, and communication demands of customers, business partners, and corporate employees consistently and reliably. Aligning systems, structure, and architecture with business initiatives is essential for improving productivity, maximizing revenue, promoting innovation, and excelling at customer satisfaction“381 research items added to research library since Jan 02.



H. Enterprise Planning & Architecture Strategies (EPAS) Enterprise Planning & Architecture Strategies provides an invaluable resource to help IT executives create, maintain, and refine the key planning disciplines required to manage an effective IT organization. By implementing enterprise strategy/planning, architecture, and program management best practices, IT organizations are more capable of managing business requirements, aligning processes and technology with business strategy, and improving the IT group’s credibility in delivering value to the business. EPAS offers pragmatic guidance, enabling clients to set clear direction, assess effectiveness, enhance adaptability, reduce risk, increase focus, and lower total cost of ownership across the portfolio of enterprise assets and activities.

“The wild e-everything ride is over. Budgets are tighter and reality has set in. Executives tell us they must provide a solid, cost-effective IT foundation, while increasing flexibility to respond to progressively more diverse business demands. The effective use of information, technology, human resources, and investment capital must be carefully balanced to achieve these goals. The solution is a portfolio focus — a return to disciplined, pragmatic approaches for strategy development and enterprise design, combined with robust processes for managing the enterprise portfolio of programs.”

SERVICE SCOPE

Business Visioning Process Dynamic innovation Strategy/planning

Enterprise Architecture Process Common requirements vision Conceptual architecture Enterprise business architecture (EBA) Enterprise information architecture (EIA) Enterprise-wide technical architecture (EWTA) Enterprise application portfolio (EAP)

Enterprise Architecture Tools Modeling tools Communications

Enterprise Architecture Models Business models for architecture Business process models Architecture taxonomies and blueprints

Enterprise Architecture Organizational Issues Architecture governance Sponsorship and support Architecture readiness, capability, and maturity models

Enterprise Program Management Enterprise program management (EPM) process Organization and governance Conceptual management framework Enterprise priority-setting process Program value assessment Project management fundamentals Project portfolio management Program risk assessment




I. Government Strategies (GOV) GOV provides public-sector stakeholders with actionable guidance that enables strategic program transformation, economic stability, and extension of constituent services. Topical emphasis includes program/IT governance, establishment of IT credibility and value, public-sector marketing, funding strategies, constituent relationship management, and development and implementation of public policy. GOV is a member of META Group’s renowned family of industry-focused advisory services, offering government- specific research and analysis, best-method insights, and bottom-line guidance from the top minds in IT.

“Success of government programs is increasingly dependent on sound IT investment strategies, yet program administrators and IT management still face challenges in communicating requirements and aligning expectations. Jurisdictions need to bridge these conflicting IT/program cultures and work in partnership to create a strategy to ensure successful policy implementations. The transition to a trusted partnership must begin with an understanding of where business needs and IT innovations intersect.”

SERVICE SCOPE

E-Government Strategic Planning• E-government architecture• Business and IT integration• Digital innovation• Governance• Government branding• Integrated criminal justice• International clients• Legacy migration• Partnering/mergers and acquisitions• Positioning IT• Public-sector IT value• Public-sector privacy policies

Emerging Government Technologies• Biometrics• Public-sector network strategies• Smart cards• Wireless technologies

IT Organization Development• Managing cultural change• Sourcing and structuring the IT organization

Government/Business Partnering• E-grants• Emerging vendors• Government e-procurement• Public-sector ERP implementations• Public-sector portal vendors

Process and Legislative Issues• 508 compliance• Case management• Constituent relationship management• Data consolidation strategies• Government security strategies• HIPAA• Use of behavioral sciences in e-government

Human Capital Management• IT job descriptions• Leadership development• Recruiting, reskilling, retention• Skill management• Succession planning


Vertical Service deliverables apply


J. Executive DirectionsFor top-level technology leaders — spanning every industry, organizational size, and level of experience — ED provides unrivaled guidance for speeding executive decisions and driving IT/business value. An exclusive service offering, ED offers CxOs one-on-one support and coaching to improve their organizations’ information agility — and credibility. ED is a member of META Group’s renowned family of subject-specific advisory services, offering industry-leading research and analysis, “best method” insights, and bottom-line guidance from the top minds in IT.

“Creating an agile IT organization yields competitive advantage and speeds business success. At a time when more than 70% of current companies do not view IT departments as a value center, Executive Directions serves as a trusted advisor and coach to CIOs, providing expert, actionable guidance to unlock, manage, and communicate the business value of IT.”

SERVICE SCOPE

Business Value of ITMaximization of IT valueRisk managementIT portfolio managementRelationship managementDetermination of customer value IT products and servicesBusiness derivative impacts of technologyCIO effectiveness

Performance ManagementIT organization effectivenessTechnology readiness assessmentPerformance measurementIT value measurementProcess models — SEI/CMM, ISORe-engineering and retirementBenchmarking

Strategic PlanningIT positioning Digital innovationMergers and acquisitionsGlobal IT managementCreation of the IT brand IT annual reporting

IT Organization DevelopmentIT organization sourcingIT organization structureManagement of cultural changeSkills managementOrganization credibilityEffectiveness assessments

Business and IT IntegrationExecutive educationContinuous alignment processesGovernanceBusiness value chain integration

Human Capital ManagementRetention, recruiting and re-skillingIT employee satisfaction managementStaffing levelsIT job descriptions and career pathingHuman resources legal trendsSalary benchmarkingLeadership development


Executive Directions deliverables apply

K. Infusion Programs


Infusions are structured transformation programs specifically tailored to help our clients "transform while they perform." Each program is based on sound program and project management disciplines providing a method to break up challenges into manageable pieces.

The Infusion is a structured transformation program designed to help clients rapidly implement processes. The idea of structured transformation is quite simple. We provide our clients with the structure — the methods, tools, and ongoing support our clients need to transform, or drive change in the organization around key business and technology challenges. The structured approach we offer our clients is based on good program and project management disciplines.

This means not only breaking up the challenge into discrete projects, phases, activities, and tasks, but also focusing on accountability, the deliverables that need to be created, and communication plans for making sure the right people are informed and supportive.

META Group will assign a trained and qualified coach to each Infusion client. That coach will work with the client to transfer the META Group method to client staff members. The client is licensed to use the method throughout its organization as part of the Infusion subscription.

Overview of Program BenefitsTo help clients achieve their goals, we offer the industry knowledge and expertise necessary to meet the challenges of today's business imperatives. Infusions provide:

Best practices enabling you to accelerate and drive change across your IT and business organization. Workshops and working sessions provide exercises for learning and applying program methods and best practices. Coaching to provide guidance, drive progress, and catalyze change within your IT and business organization Resources and ongoing support that enable you to focus on accountability as well as communication to obtain buy-

in, demonstrate progress, and articulate value. Programs tools and templates to help you accelerate the creation of key deliverables

Infusions are available for the following areas:

I. Adaptive InfrastructureII. Operations Excellence III. SecurityIV. Customer relationship ManagementV. Enterprise Architecture

K I. Infusion: Adaptive Infrastructure

Using the approach mentioned above META Group's Adaptive Infrastructure Strategies Infusion provides research, best practices, and ongoing analyst support pertaining to the design and use of infrastructure planning concepts.

Planning infrastructure to best support an application can be a complex undertaking. There are more than seventy different types of infrastructure building blocks, or components, such as servers, routers, and middleware. META Group has developed an approach to reduce the complexities of infrastructure planning through the use of patterns. This approach helps identify the different groupings, or patterns, that will best support a project based on the business needs. A pattern is the structure that is common to an existing class of applications, captured in a form that facilitates reuse to support new business requirements. Using this approach does more than just help the infrastructure planners. It can promote better understanding of business requirements, faster deployment of new applications, and decrease build and support costs

Program Goals:


Maximize use and value of shared infrastructure for applications such as data warehousing, e-mail, and e-business Increase the value of infrastructure assets through reuse and reduced complexity Understand tradeoffs between database server and network investments for more informed decision making Establish repeatable and leveraged skill/experience requirements for management and technical personnel Negotiate with business units more effectively and with greater credibility Deploy applications faster with greater success Lower investment risks by defining long-term goals, controlling cost of ownership, and avoiding dead-end

technologies Improve evaluations of hardware, software, and service providers based on strengths and strategies Communicate more effectively with application development groups and across other IT constituents Rapidly predict cost and resource requirements for infrastructure projects Develop reusable e-business infrastructure blueprints with architecture, technology, product, and configuration

selections

K II. Infusion: Operations Excellence

Using the approach mentioned above META Group's Operations Excellence Infusion provides research, best practices, and ongoing analyst support to help clients effectively manage all enterprise computing resources (hardware, software, network, and personnel) needed to run business application workloads.

Program Goals:

Create a unified service portfolio that can support both existing and new business and technology initiatives Use service levels and metrics to manage expectations and articulate the value of operational services Avoid common pitfalls associated with transforming service delivery and support Communicate technical strategies in business terms to lines of business and key stakeholders Reduce risk and total cost of ownership by identifying services valued most by customers Unify operations disciplines to establish end-to-end management across enterprise computing platforms Refine IT product and service offerings that span technology boundaries to demonstrate value Identify where grouping processes and improving process integration will optimize service and reduce costs Create value by developing centers of excellence to leverage staff and skills

K III. Infusion: Security

The META Group Security Infusion enables clients to address security issues at all levels – from the CEO to the network technician – and implement the best security solutions capable of supporting the entire enterprise. This structured transformation program helps clients optimize security processes, balance cost and risk, and communicate value. Clients learn how to deploy a proven methodology for achieving security, despite complex internal organizational boundaries, business priorities, and corporate politics. The methods, tools, templates, and high interaction with our coach and analyst team help ensure success in an increasingly critical area and in support of all initiatives, including Web-based and business-to-business applications.

Originally referred to as MESA, the META Group Enterprise Security Architecture, the methodology was documented in Security in Enterprise Computing: A Practical Guide, published by META Group in 1998. This methodology has been successfully deployed in a large number of META Group client organizations, and has been praised by external security consultants as well as the IT press. The methodology has been thoroughly updated for the Infusion program to adapt to the high-velocity decision making required by e-commerce and application externalization.

The method helps clients implement achievable security through a series of stages or steps, shown in the diagram that follows. A META Group coach helps clients take these stages and reorganize the activities and tasks into specific projects and phases for the organization to implement. The end result is:


Best actions to best practices (steps for achieving the vision or goal) Rapid realization of program benefits Support and buy-in across the enterprise through ongoing communication of value delivered Transfer of knowledge and method to client organization

K IV Infusion: Customer Relationship Management

Using the approach mentioned above, META Group’s Customer Relationship Management Infusion Program offers a complete process model and solution to achieving CRM.

META Group’s focus is to help you understand the entire mix of business technologies to deliver full-spectrum CRM, including assisting you in identifying viable technologies that will work within your organization, conform to your skill sets, and meet your business and technology requirements. Achieving successful customer relationship management in the e.Millenium will require taking on new risks in building customer satisfaction, trust and loyalty.

The program is a methodology based on best practices for developing best-in-class end-to-end CRM processes. Critical elements of the methodology include definition of customer processes, patterns, channels, points of interaction, organizational impact, integration of new initiatives across the enterprise, technology assessment and selection, and business alignment.

Program Goals: Capitalize on the changing nature of e-business to uphold the customer as the design point Deliver a seamless customer life-cycle experience across all channels and points of interaction to actually deliver on

the promise of CRM Apply best-practice process, customer, and technology "patterns" to transform enterprises from product/brand

centricity to true customer centricity with associated customer lifetime value measures Engineer a future-proofed CRM technology foundation — encompassing operational, collaborative, and analytical

technology — supported by infrastructure, integration, and management Redefine the customer-centric organization (people, skills, technology, and business process) to execute CRM

initiatives Package CRM's business value to sell CRM to executive, line-of-business, and IT management Leverage case studies to understand what has worked at next-generation CRM implementations and to avoid pitfalls

K V. Infusion: Architecture

Using the above mentioned approach, META Group's Enterprise Architecture Infusion provides research, best practices, and ongoing analyst support to build, maintain, and evolve an effective enterprise architecture process. The program includes integrated, holistic approaches to:

Organizing an enterprise architecture function Building and maintaining sponsorship and support Gaining business and IT department participation Creating effective enterprise architecture governance mechanisms Establishing effective communications strategies Creating and evolving enterprise architecture through an iterative development effort Increasing enterprise architecture maturity to include enterprise wide technical architecture, business architecture,

information architecture, and application portfolio views Creating a consistent set of architecture principles to guide the use of IT in delivering value to the enterprise Leveraging the results of the enterprise architecture effort by integrating the process across other enterprise

development and management processes

Program Benefits Research and Advisory Proposal for the State of Minnesota, November 2002 Section: “ Service” Page 24 of 35

Create and maintain a common vision of the future shared by both the business and IT, driving continuous business/IT alignment

Avoid the pitfalls of business-unit IT functions operating at odds with one another Create a holistic, end-to-end future-state enterprise architecture process that accurately reflects the business strategy

of the enterprise Build agility by lowering the "complexity barrier," an inhibitor of change Institute a program of progressive infrastructure refinement Unlock the power of information, unifying information silos that inhibit corporate initiatives such as customer

relationship management and e-business Create, unify and integrate business processes across the enterprise Eliminate duplicate and overlapping technologies, saving on support costs Reduce solution delivery time and lower development costs by maximizing reuse of technology, information, and

business applications Increase the flexibility of the enterprise in linking with external partners Develop a proactive organization capable of meeting customer demands, staying ahead of the competition, and

driving innovation Reduce risk and prepare the enterprise for rapid, unplanned change


IV. SERVICE LOGISTICSIn the service areas proposed by the firm, the following levels of effort are expected to be maintained. Provide your response for each item as indicated.

A. Maintain current and periodic updatesDescribe the currency, frequency and volume of the media you use to deploy your information and if you have a guarantee for turnaround time for both analyst and research inquiries.

Currency: Research is constantly refreshed. Presentations at periodic META Group conferences (7-8 per year) and executive briefings (dozens per year) represent targets for updating research positions. In addition, each retainer service updates its research coverage and META Trends for publication each January. META Trends in particular are an important research component, with each service producing 10-14 key statements about what META Group believes will occur in critical technology areas. Periodically, META Group also publishes “report card” documents revisiting Trends from previous years and outlining where META Group was right or wrong. Finally, specific Deltas and presentation materials relating to market/vendor review are typically updated one to four times per year, depending on the market.

Frequency: METAbits: The daily update of META Group analysts' views and opinions regarding current developments in electronic business and the IT industry METASpectrum: IT product and service market evaluations published periodically. METAview: Daily audio briefings NewsAnalysis: Analysis of key industry events or announcements (published periodically).METADelta : Analytical briefs published monthly.ClientAdvisor: Summary of META’s weekly research meeting.METAFlash : Analysis of key industry events or announcements (published periodically).METAPractice: Analytical briefs published monthly.Trendteleconference Transcripts: QuarterlyMETAFACTS: Weekly statement summarizing emerging trends and significant changes in the technology stock market.METATrends: Annual projections identifying the most significant issues and developments

Volume of the media: Below is a partial list reflecting approximate numbers of annual unique research works produced by META Group. Please note that META Group is not a publishing company, but rather follows a "high-touch" interactive model. Our clients gain valuable insight by speaking with our analysts directly for in-context analysis. To this end, we maintain a low client-to-analyst ratio of 50:1.

Product and # of Annual Unique ItemsMETAbits: 2,500 Deltas: 1,000Conference Presentations: 450 News Analysis: 125METAViews: 125 Workshop Presentations: 100Briefings: 95 Teleconferences: 75Transcripts: 60 Client Advisors: 50Publications/Books: 30 SPEX Modules: 24META Practices: 20 inSPEXion Newsletters: 12META Flashes: 12

Turnaround Time & Guarantees: Client Services will respond to your inquiry within 4 business hours. META Group makes it best effort to schedule analyst calls within 48 hours.


B. Custom research reports“The selected firm(s) may be required to provide research services and develop reports tailored to meet specific ad hoc requirements of the State. Such research reports should be available in various formats such as e-mail, facsimile, or other electronic means. Describe your content and formats.”

For clients of META Group’s Government Strategies service, the process is as follows :

When a client signs up for the META Group's Government strategies, the service is initiated by with an analyst meeting (either onsite or via teleconference). During this briefing, the analyst works with the client to establish a research agenda. The analyst documents the areas of interest for all IT stakeholders. Throughout the course of the year, when the META Group analysts come across research of interest (in the form of outside news articles, META Group research, Presentations), they pro-actively push this information off to personnel known to have a relevant interest. Additionally, META Group prefers to set up a monthly call with the agency in a effort to update the research agenda and discuss upcoming initiatives.

By offering this pro-active interaction, META Group is able to work with the state's IT stakeholders to understand issues of interest. At times, individual stakeholders require additional research on specific topics (either product specific, best practices, emerging technologies). In this case, META Group's Government Strategies works other analysts within META Group to package the applicable research (via power point, word documents, published research, teleconference, email) and distribute the information required. If new primary research is required that is not readily available within META Group at the time of the request, META may, at its discretion, conduct such research and provide the results to a client on a fee basis. A document would be signed in advance by the client and META Group agreeing to the expected deliverables and associated fees.The benefits of this model are two fold:

- META Group is able to identify those areas of interest to the various IT units within the state, providing the information on technologies, best practice and emerging trends on a pro-active basis.

- META Group is able to provide current insights into best practices from both the private and public sectors, enabling the state to stay on the forefront of technology trends.

For NON-Clients of META Group’s Government Strategies service, the process is as follows:

If new primary research or reports are required by the client that are not readily available within META Group at the time of the request, META Group may, at its discretion, conduct such research and provide the results in an agreed upon format to a client on a fee basis. A document would be signed in advance by the client and META Group agreeing to the expected deliverables and associated fees.

C. Documents“The successful firm(s) will provide the State with one copy of all bulletins, reports, studies, newsletters and other written reports whether published regularly or prepared on request. Limited copying privileges are required so working groups and managers involved in a certain issue can review the information in a timely manner. Please describe the limits your firm will place on copying and distributing documents especially to working groups within state and local government.”

Client may only use the Research within its business and may not sell, rent, lease, distribute, publish, or otherwise transfer the research or any part thereof to any third party. Research may not be posted to the internet or any public site without specific permission from META Group. US copyright laws apply.

D. Schedule of services“Describe the schedule of research distribution services, site visits, publications, teleconferences, video conferencing and other methods of communication, which in the opinion of your firm would satisfactorily meet the service needs described below. Examples of elements of a schedule would be analyst inquiries, briefings and types and number of written and multimedia deliverables available using specific service delivery methodologies.”

Information is deployed through three main channels: Research and Advisory Proposal for the State of Minnesota, November 2002 Section: “ Service” Page 27 of 35

Client/Analyst Interactions over the telephone or in person: Telephone Inquiry, (on demand over the telephone)

Onsite Briefings (scheduled in person visits)Strategic Document Review (as requested over the telephone)

Research and multimedia via the internet: Written research is delivered electronically via the internet

Live tutorials are available through your Sales representative, Client Services, or META Group's online support team. In addition, a self-guided tour is accessible via the META Group Web site.

Events : Conferences Worldwide

Teleconference (dial in). Audio recording available at website after event. Webinars (dial in and via the web) Executive Sessions Worldwide

Frequency of this information/events is answered in the section above: Service Logistics – item A. Maintain Current and periodic updates

In addition META Group local account managers bring analysts to Minneapolis/St Paul on an ad hoc basis through the year. The State of MN is invited to meet with these analysts for hourly sessions dependant on availability. This past year META Group Account Executive have traveled with 15 analysts in the Minneapolis St Paul region.

“Discuss the availability of your website, including if it is available 24x7 and if you have regularly scheduled down times.”

Our website is availability 99.6%. We have regularly scheduled downtimes once every 3 weeks over the weekend for no more than 3 minutes.

“The State will require three briefings within our borders each calendar year of the contract on topics selected by the State. Briefly describe how your company would meet this requirement and the cost to the State.”

Support is offered through META Group’s “Half Day Briefings”. Client Services representation will work with the State contact to identify the appropriate analyst. Pre-visit conference call/s are held to brief the analyst and determine/agree upon an agenda. Analysts will travel to MN for the event – travel and expenses will be billed as they are incurred.

Half day $ 5,000 plus travel and expensesFull day $ 8,000 plus travel and expenses

V. SERVICES SUMMARY

A. Information deployment“Elaborate on methods used to deploy the information: i.e., hard copy, Internet; audio and video conferencing; computer based, Internet based, multi-media and video training courseware; reports, etc. and the frequency of their publication and/or availability.”

Information is deployed through three main channels:

Client/Analyst Interactions over the telephone or in person: Telephone Inquiry, (on demand over the telephone)

Onsite Briefings (scheduled in person visits)Strategic Document Review (as requested over the telephone)

Research and multimedia via the internet: Written research is delivered electronically via the internet


Live tutorials are available through your Sales representative, Client Services, or META Group's online support team. In addition, a self-guided tour is accessible via the META Group Web site.

Events : Conferences Worldwide

Teleconference (dial in). Audio recording available at website after event.Webinars (dial in and via the web) Executive Sessions Worldwide

Frequency of this information/events is answered in the section above: Service Logistics – item A. Maintain Current and periodic updates

B. Personal appearances“Firms may be asked to respond with personal appearances to present data throughout the contract period to Chief Information Officers or legislators and potentially at conferences for state and local government employees. Describe your support for this need and whether the cost is included in your services offerings.”

Support is offered through META Group’s “Half Day Working Sessions”. Client Services representation will work with the State contact to identify the appropriate analyst. Pre-visit conference call/s are held to brief the analyst and determine/agree upon an agenda. Analysts will travel to MN for the event – travel and expenses will be billed as they are incurred.

Half day $ 5,000 plus travel and expensesFull day $ 8,000 plus travel and expenses

C. Services unique to government & higher education“Describe your firm’s research services unique to government, K-12 and higher education, research and analysis to assist state and local government in vendor negotiations, asset management, contract negotiation, procurement practices, outsourcing, and government dedicated best practices groups.”

Government Strategies is a dedicated public sector service providing confidential one on one support to help public sector CIOs make quick and effective decisions that improves their jurisdictions information agility and establishment create and enact of public policy for service delivery. By targeting the intersection of business and technology, GOV research provides strategies and solution oriented workshops addressing the critical issues facing today’s public sector CIOs. GOV is an exclusive service offering for public sector executives, confronted with the diverse and rapidly changing face of government. There are three dedicated analysts in the GOV strategies who work with over 20 of META Group’s core analysts in an effort to ensure META Group research meets the needs of public sector clients.

D. Locally provided service“Describe the ability of your firm to offer your services locally and how they are publicized, such as seminars, examples of the location of these seminars, the feasibility of offering seminars locally in the Twin Cities area or the Midwest. Seminars of one, two, or three day duration would be encouraged at least every twelve months. Describe recent offerings in the State of Minnesota.”

Events are publicized at the website and promoted by our events departments by telephone and by the local sales teams.

Past Executive sessions in the Midwest: 2/5/2002 Infrastructure Minneapolis-St Paul MN2/6/2002 Infrastructure Omaha NE3/7/2002 Infrastructure Chicago IL3/20/2002 Portfolio Management Madison WI3/20/2002 Operations Excellence Little Rock AR3/28/2002 Operations Excellence Columbus Ohio


5/21/2002 Operations Excellence Minneapolis-St Paul MN6/13/2002 IT Project Prioritization Kansas City MO11/19/2002 Security Minneapolis-St Paul MN12/18/2002 Enterprise Application Integration Minneapolis-St Paul MN

Past Conferences in the Midwest: - METAmorphosis Plus Chicago, 14 May 2002- Operations Excellence Chicago, 10 June 2002

Scheduled Conferences:METAmorphosis PLUS 2003, will be hosted in Chicago (20-22 May 2003). METAmorphosis sets the stage for META Group's research focus during the coming year. It features the real-world insights of our experienced analysts and consultants. And it reflects our dedication to substantive client interaction.

If the State wishes to sponsor additional events, support is offered through META Group’s “Half Day Working Sessions”. Client Services representation will work with the State contact to identify the appropriate analyst. Pre-visit conference call/s are held to brief the analyst and determine/agree upon an agenda. Analysts will travel to MN for the event – travel and expenses will be billed as they are incurred. Costs for the venue will be billed to the State.Half day $ 5,000 plus travel and expensesFull day $ 8,000 plus travel and expenses

E. Frequency of contact“Describe your access opportunities between an employee of the state and local government with the research analyst or other experts. The State is interested in the frequency the analyst may be contacted, experience and quality level of the analyst and escalation process internal to the analyst function.”

Analysts may be contacted through our Client Services Department as frequently as required by the client. The limit on inquiry hours will be determined by the program the State of MN chooses to participate in as offered below.

Analyst time is offered based on availability – when a client calls into our call center with an inquiry they are offered the first available analyst to cover their subject matter. There are no rules of engagement that relate to level of experience. The State of MN is able to access any level of analyst required in compliance with their service coverage area subscription.

F. Research and data collection“Describe how your firm and partners conduct research and how data is collected to support your conclusions.”

Our research quality is controlled at multiple levels. First, META Group analysts develop individual research agendas that outline the critical issues, trends, markets, and vendors they will be focusing on for the upcoming year. Often, these agendas include a preliminary editorial calendar summarizing the key research papers the analyst intends to create. Research agendas are also driven by the ongoing interaction between analysts and META Group clients. Moreover, because META Group maintains a maximum 50:1 client-to-analyst ratio, our client interactions — used to develop these agendas and review our positions — are in-depth and detailed. META Group analysts understand not only the strategic issues relating to technology, but also the practical implementation challenges facing IT groups. This process ensures that analysts approach each topic with an appropriate level of understanding — and that positions are tested through detailed review with user clients.Based on the research agenda and vendor analysis, META Group analysts create written output (e.g., META Group Deltas), and METAViews (8-12 minute interviews with a Co-Research Director on “hot topics”), which are posted daily on our metagroup.com Web site. All of this research undergoes an exhaustive review process. In part, this includes vendor review to correct any factual errors relating to products or services. More importantly, META Group analysts across the organization provide further input and comments on research in progress — these drafts often are also reviewed by selected user clients to obtain real-world input. Finally, one of META Group’s three research directors reads each research submission to ensure consistency of position across services and as a final quality-control check. Another element of the process that bolsters the overall quality of research is META Group’s weekly research meeting. Each Thursday, the research community convenes for three hours to discuss a series of seven research topics (one proposed by each of META Group’s seven core advisory services). This meeting provides an opportunity for analysts across the research community to add input — and comment on topics being researched by various services. There is also a daily Co-Research Directors meeting to discuss/analyze the latest breaking IT news. Output from this session is posted on our Web site as “News Analysis.”


It is important to note that META Group incorporates both quantitative survey data and model-driven analysis of other market data to determine our positions. META Group gathers profile information for thousands of clients each year, as well as details surrounding tens of thousands of inquiries annually. This information represents critical “real world” data about user experiences with particular products and vendors. When examining markets, META Group analysts systematically review this information for patterns and trends. Complemented by insight gained through ongoing META Group Consulting projects, multi-client studies, lab analysis of software products by our SPEX research report division, and other META Group sources, this information is used to refine trends and make initial assessments of key markets. These background findings are then combined with data gathered during frequent meetings with vendors and finally organized and filtered to create META Group’s bottom-line view of a particular market or vendor/product. Research is also constantly refreshed. Presentations at periodic META Group conferences (7-8 per year) and executive briefings (dozens per year) represent targets for updating research positions. In addition, each retainer service updates its research coverage and META Trends for publication each January. META Trends in particular are an important research component, with each service producing 10-14 key statements about what META Group believes will occur in critical technology areas. Periodically, META Group also publishes “report card” documents revisiting Trends from previous years and outlining where META Group was right or wrong. Finally, specific Deltas and presentation materials relating to market/vendor review are typically updated one to four times per year, depending on the market.

G. Pricing methodology“Describe you firm’s method of pricing your research services. Describe how your firm will provide the state enterprise with the best/lowest price on all services offered. (Example: cost per seat/agency wide/department or division wide/state wide, etc.) Describe how conference tickets (Number and Cost), if included, would be distributed during the course of an enterprise agreement.”

META Group has long been a proponent for aggregation of State expenditures to receive best pricing for research and advisory services. META Group has proposed several options for the State to aggregate the spend on research and advisory services. (see “costs”).

For the purposes of this offer, META Group has defined the following and structured the offer accordingly.1. State of Minnesota Government: The collection of State Agencies Only (this excludes State of Minnesota Political Sub-divisions)2. State of Minnesota Political Subdivisions: Cities, Counties, State Universities, Colleges and School Districts. (this excludes State of Minnesota Government)

We have structured our offer to these 2 entities and also an option to continue to purchase services on an Agency by Agency basis as needed.

In order to obtain the best possible price per user, we have excluded conference tickets in our Enterprise offering, conference tickets may be purchased as needed.

H. Real time and short notice commitment“Describe your commitment to real time research for the State that the State may require on short notice.”

Customized research efforts are available from META Group as needed, but are based upon analyst availability, and shall typically be quoted on a project basis.

I. Services at no added costs“Describe research services that would be available at no additional cost to the end user.”

Basic membership to metagroup.com is offered at no additional cost to the end user:http://www.metagroup.com/cgi-bin/inetcgi/useradm/becomeAMember.jsp

METAbits: The daily update of META Group analysts' views and opinions regarding current developments in electronic business and the IT industry METASpectrum: IT product and service market evaluations published periodically. METAview: Daily audio briefings NewsAnalysis: Analysis of key industry events or announcements (published periodically).


http://www.metagroup.com/cgi-bin/inetcgi/useradm/becomeAMember.jsp

META newsletters: Customer Relationship Management, Adaptive Infrastructure, Value Management, Operations Excellence, metagroup.com newsEvents: How To Teleconferences, Webcasts and community news events

J. Dependability and accuracy“Provide evidence of your dependability and accuracy of predications. Indicate how your firm measures that accuracy and provide evidence to substantiate the reasons. Describe the procedures for gathering information and from whom the information is generally gathered, (i.e., manufacturers, end users, etc.) your firm measures that accuracy and provide evidence to substantiate the reasons”

META Group reinvests more money in research on a percentage basis than any of our competitors. Not only is this a key differentiator, but it is a promise that ensures we consistently provide our clients with the best guidance available in the industry. Nowhere is this more evident than in our ability to uncover trends and predict changes in both technology and business practices. Below is a sampling of the real-world insight that META Group offers on a daily basis – these are a sampling of predictions that have come to pass.

For the full document ”META Group Predictions that have come to pass” please connect to: https://www.metagroup.com/corporate/corp_pdf/MGPredict.pdf

ApplicationsPREDICTION: The pressure for continuous data movement would drive adoption of an “event-based” model where operational systems publish business event data for consumption by ETLM (extract/transform/load/manage) tools.5/25/1999, META Delta 736, John Singer, ADSREALITY: It has.

PREDICTION: By 2003/04, the application server market would consist of a handful of vendors whose offerings bridge thedisparities of complex, heterogeneous environments (e.g., Forte [now Sun], IBM/WebSphere Enterprise, BEA/M3 [now WebLogic]).7/28/1999, META Delta 758, Steve Zoppi, ADSREALITY: Evolving in that direction. BEA and IBM dominate.

PREDICTION: Spending priorities of application delivery organizations would shift toward addressing software infrastructure requirements via application servers. In addition, spending on traditional client/server and Web-specific development tools — as well as low-level middleware functionality (e.g., TP monitors, object request brokers) — would decrease.8/13/1999, META Delta 762, Michael Barnes, ADSREALITY: Occurring now.

PREDICTION:Application and other midtier servers would continue to proliferate through 2001, and emerging standards would simplify the creation of business components and integration of systems.11/16/1999, META Delta 795,Thomas Murphy, ADSREALITY: The emergence of Web services confirms this trend.

PREDICTION:Adobe would continue to open its PostScript and PDFMark languages to include emerging XML standards for the rendering of high-fidelity text and vector graphics in an attempt to limit customer abandonment of Acrobat.3/17/2000, META Delta 891,Timothy Hickernell,WCSREALITY: It did, and continues to do so.

CollaborationPREDICTION: E-mail would rise as a sales, marketing, and customer retention tool and create subsequent vendor opportunities.6/24/1998, META Delta 714, Matt Cain,WCSREALITY: It has.


https://www.metagroup.com/corporate/corp_pdf/MGPredict.pdf

PREDICTION: Portals would be focal points for more value-added services (e.g., personalization, notification/delivery services).8/28/1998, META Delta 733, Mike Gotta,WCSREALITY: Portals have become a strategic unification framework for delivery of various information and applications to users.

META Group obtains information from various sources, including daily front-line discussions with technology users at Global 2000 organizations. This interaction provides us with real-life experiences of technology use in the marketplace worldwide. In addition, our analysts are briefed by vendors concerning cutting-edge and current technologies, giving us an opportunity to ask pointed questions to expose vendor strengths and weaknesses.

K. Two sample reports“Provide a sample of two different research reports prepared in response to client requests in the last six months. An example of a report that would be of interest is “Alternatives to Microsoft.” (Note: These reports are exempt from the Submission of Proposals page limitation)”

Attached “How IT Human Capital Management Enables World-Class Consumer Products Firms”Attached Liasons Enhancing IT credibility and customer relationships

L. Website access“Provide a log-on ID and password to access your website to evaluate ease of use and content. Describe how this information may be accessed and if the research is “pushed” to the customer.”

5 usernames and logons will be made available for the trial period. These are created for specific individuals and META Group requests the names of those individuals to create the user ID’s be sent to [email protected] individual will receive a welcome notification for the commencement of the trial.

META Group wishes to mark the USER ID requested in this response as trade secret materials. User ID’s allows access to information reserved for META Group customers. META Group does does not wish to make public this information.

Information may be accessed by logging on at www.metagroup.com. Use the menu bar to navigate to : “research library” and select your option for the view.

Automatic e-mail notification can be scheduled for weekly or monthly delivery, and can be received in either HTML or plain-text format. Users can create a “profile’ which is used to personalize your workspace, and facilitates this “push” feature.

Included below are comprehensive instructions on how to make the most of your META Group Extranet experience. If you have any questions, please contact our Tech Support Team at 203-973-6869 or [email protected].

Please access our online tutorial for detailed instructions on features(http://www.metagroup.com/tour/web_tour.html)

M. On-demand / ad-hoc access“Provide a telephone number and access instructions so that the State can evaluate your firm’s on-demand and ad-hoc research capabilities.”

For the purposes of the trial period, all ad hoc inquiries will be approved by Sue Hamre, at 952-974-8353 and [email protected]. Such trial inquiries, once approved, will be facilitated by META Group’s Client Services organization in Stamford, CT. Instruction as to how to access Client Services will be provided at the time of approval.


http://www.metagroup.com/tour/web_tour.html

http://www.metagroup.com/


N. Decision making process example“Give an example of how your services have been used in the decision making process from the planning and acquisition of information resources.”

Through counsel and written research META Group provides support through the entire decision making life cycle.

Business Requirements Implementation Solution Service ManagementVision Assessment Strategy Delivery and Operations

A combination of telephone consultation, document review, written research consultation and onsite visits are used to support the process.

For example - a CRM initiative would run as follows:

Decision-Making Life-Cycle Phase Decision-Making Life-Cycle StepsBusiness Vision - telephone consultation - read written reports - review plans - onsite briefing

Determine strategic business imperative and business strategy Develop business/philosophical approach to customer

intimacy Prioritize business implementation Align IT and business requirements for CRM automation

Requirements Assessment- telephone consultation - read written reports - review plans - onsite briefing

Develop CRM automation plan and application architecture Define program-oriented organizational constructs Assess internal capabilities and technology and develop

strategic gap analysis Determine market and industry best practices Develop measures of return Match business ROI to technology Identify process improvement opportunities

Implementation Strategy- telephone consultation - read written reports - review plans - onsite briefing

Create tactical vs. strategic project stratification Develop CRM program road map, identifying and prioritizing

constituent projects Determine application delivery approach and assess

technologies to fill strategic gaps Implement program support Develop program and project budget and measures of success Determine approach to engagement and disengagement of

third-party external supportSolution Delivery- telephone consultation - read written reports - review plans - onsite briefing

Develop vendor shortlists Assess and select applications Prepare gap analysis and gap mitigation strategies for each

technology Procure technologies Define and train implementation and development teams Plan for and implement applications, including skill

development and supportService Management and Operations- telephone consultation - read written reports - review plans - onsite briefing

Create application support team Define and implement help desk and application support Determine evolution (and revolution) strategies Continually measure and tune


O. Three – Five year strategic direction“Describe the strategic direction your firm plans on taking in the next three to five years in the research content and delivery of services arenas.”

Due to the proprietary nature of the requested information, upon successful acceptance of this RFP, the State of MN may request for senior officials to meet and review these plans with META Group senior executives.

P. Partnerships“Describe partnerships with other services, services provided by the partners and associated costs for the services provided by your partners.”

None

Q. Education on delivery system changes/updates“Describe how your company educates/trains your customers when you change or update your delivery methods.”

META Group posts a self service tour that describes features and functionality. (http://www.metagroup.com/tour/web_tour.html)

Clients may request training for new features or ‘refresher’ training during the course of the agreement. The training sessions will be conducted by a META Group representative, either on site or over the telephone dependant on the complexity of the training requested. These sessions will require a minimum representation of 25 persons per session.


http://www.metagroup.com/tour/web_tour.html