AOTMP 2010 State Of The TEM Industry

October 2010

n AOTMP’s Industry Confidence Index

n Enterprise Satisfaction Ratings of Suppliers

n Industry Trends & Analysis

IndustryState of

theEnterprise views of the

Telecom Expense Management & Wireless Mobility Management

Industry

© Copyright 2010 AOTMP. All print and electronic rights are the property of AOTMP. All rights reserved. AOTMP, 6510 Telecom Drive, Suite 100, Indianapolis, IN 46278 1.800.860.8608 www.aotmp.com

Table of Contents

State of the Industry Overview ................................................... 2

Background/Demographic Profile ................................................ 3

Chapter One: Industry Trends .................................................... 4

Chapter Two: Industry Confidence Index ...................................... 7

Chapter Three: Supplier Satisfaction .......................................... 10

Chapter Four: Supplier Capabilities............................................ 18

Chapter Five: Industry Call to Action ......................................... 22

Chapter Six: Key Findings Summary .......................................... 25

Appendix One: AOTMP’s State of the Industry Report ................... 26

Appendix Two: About the Authors ............................................. 27

Appendix Three: About AOTMP Research .................................... 28

Table of Figures

Figure 1: Respondent Profile – Company Size ............................... 3

Figure 2: Respondent Profile – Title ............................................. 3

Figure 3: Average Number of Supported Wireless Elements ............ 4

Figure 4: Distribution of Wireless Devices ..................................... 5

Figure 5: Percentage of Companies Without a Wireless Policy .......... 6

Figure 6: Industry Confidence Index Trend ................................... 7

Figure 7: 2010 ICI Response Distribution ..................................... 8

Figure 8: ICI – TEM and WMM Supplier Presence ........................... 9

Figure 9: Supplier Satisfaction Ratings ....................................... 13

Figure 10: TEM Supplier Satisfaction Ratings .............................. 14

Figure 11: Size of Companies Rating TEM Suppliers ..................... 15

Figure 12: WMM Supplier Satisfaction Ratings ............................. 16

Figure 13: Size of Companies Rating WMM Suppliers ................... 16

Figure 14: Other TEM and WMM Suppliers/Consultants Mentioned.. 17

Figure 15: Supplier Wireline Capabilities .................................... 19

Figure 16: Supplier Wireless Capabilities .................................... 20

Figure 17: TEM and WMM Supplier Deployment Methods .............. 21

State of the Industry Overview

The Telecom Expense Management (TEM) and Wireless Mobility

Management (WMM) industry continues to evolve. With the recent

downturn in the economy, enterprises have been forced to reduce

costs and staff across the board, providing opportunities for

enterprises to implement a TEM or WMM program to gain control over

budget finances. Those enterprises who have implemented a formal

program are able to reap the benefits of gaining visibility and control

into their telecom and wireless environments and make critical

business decisions to drive efficiency within their environments.

“AOTMP’s second annual

State of the Industry

Report measures

enterprise confidence and

satisfaction within the

Telecom Expense

Management (TEM) and

Wireless Mobility

Management (WMM)

industry.”

In order to assess the current state of the industry, AOTMP’s second

annual State of the Industry Report measures enterprise confidence

and satisfaction within the TEM and WMM industry. The report

specifically addresses and answers three critical questions:

1. What are the critical trends within the industry today?

2. What is the level of enterprise confidence in the industry?

3. How satisfied are those who utilize a TEM and WMM Supplier?

These are all important questions for enterprises engaged in TEM and

WMM activities, implementing a TEM and WMM program, or selecting

a TEM or WMM Supplier. This report was also developed for (1)

enterprises working to define and improve their programs (2)

Suppliers and consultants providing technology and services for these

programs and (3) other related parties, such as partners and

investors, seeking to understand the current state of the industry

from the enterprise perspective.

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© 2010 AOTMP. All rights reserved.

Background/Demographic Profile

1,136 enterprise professionals representing 24 different industries

participated in the AOTMP State of the Industry benchmark study. By

design, the study included contributions from enterprises with a TEM

and/or WMM program that may or may not include one or more

Suppliers or consultants. 60% of all study contributors were classified

as large organizations, with annual revenue above $1 billion. Half of

all respondents were self-classified as Directors or Managers. An

overwhelming majority of participants were from North America.

“1,136 enterprise

professionals

representing 24 different

industries participated in

the AOTMP State of the

Industry benchmark

study. 60% of all study

contributors were

classified as large

organizations, with

annual revenue above $1

billion.”

Figure 1: Respondent Profile – Company Size

Figure 2: Respondent Profile – Title

Source: AOTMP, October 2010


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Chapter One:

Industry Trends

ACTION ITEM

Trends such as the 50%

year-over-year increase in

the number of mobility

applications deployed

dictates the need for a

formal Wireless Mobility

Management program and

dedicated focus within help

desk and security protocols

to ensure alignment of

application management

with business objectives.

There are many trends which are shaping the TEM and WMM

landscape today. With good cause, a lot of focus and effort is

currently being applied to Wireless Mobility Management. AOTMP

research indicates that wireless expenses constitute about 35% of

enterprise total telecom spend and this figure is only expected to

increase in the future.

However, enterprises are finding it increasingly difficult to gain

control of their wireless environments, due to the ever-changing

nature and complexity of the wireless landscape. Research obtained

from this study indicates that enterprises are managing more telecom

service providers, device models, applications and operating systems

than ever before. In fact, the average number of applications being

supported on today’s wireless devices has more than doubled over

the last 2 years.

Figure 3: Average Number of Supported Wireless Elements


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Making life more difficult for the enterprise are recent trends related

to the types of devices that are being managed. Smart devices have

steadily increased in popularity over the last two years, while

traditional cell phone usage has declined. In fact, there are nearly the

same quantity of smart devices and traditional cell phones within the

enterprise today. The number of smart devices is only expected to

increase, as devices such as the iPad™ and tablet computing devices

are deployed. These trends reflect a more mobile workforce that is

relying on high-powered mobile devices to perform day-to-day

business activities.

“The presence of smart

devices within the

workplace is exploding.

There are nearly the

same quantity of smart

devices and traditional

cell phones within the

enterprise today.”

Figure 4: Distribution of Wireless Devices


The cornerstone of any Wireless Mobility Management program is

policy, regardless of whether an organization institutes a corporate

or employee liable management strategy. With the previously

mentioned trends reflecting increases in the number of smart

devices containing sensitive company-related information and the

number of applications being deployed onto these devices, the

need for a formal policy has never been greater, and the

enterprise is beginning to attach to this message. AOTMP research

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indicates that the percentage of enterprises that do not have a

formal policy in 2010 has reduced substantially over the last 2

years.

Figure 5: Percentage of Companies Without a Wireless Policy “A 3% increase in

activities being performed

by internal staff was

observed in 2010

compared to 2009.”


AOTMP has also observed trends relating to primary responsibility for

performing TEM and WMM activities. A 3% increase in activities being

performed by internal staff was observed in 2010 compared to 2009.

This trend may reflect some relative dissatisfaction with Supplier

performance, but also may reflect a change as internal staff are

working more closely with Suppliers and are more involved in the

day-to-day activities of the program.

It’s also interesting to note that with all of the changes currently

taking place within the wireless landscape, the percentage of

enterprises utilizing corporate and employee liable management

strategies remains similar to the previous year.

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Chapter Two:

Industry Confidence Index

AOTMP’s Industry Confidence Index (ICI) was created in 2009 to

serve as an indicator of enterprise confidence in the ability of the TEM

and WMM industry to serve current and future business needs. The

ICI scale is segmented into three ranges: High Confidence, Moderate

Confidence and Low Confidence. The 2010 ICI score is 8.14, which

represents a 6% increase over the previous year. AOTMP Industry Confidence Index (1 – 6) Low Confidence • Industry Indifference • Poor Credibility &

Acceptance • Low Perceived Value

Proposition • Diminished ROI

(7 – 8) Moderate Confidence • Industry Reluctance • Varied Credibility &

Acceptance • Moderate Perceived Value

Proposition • Potential ROI Sustainability

(9 – 10) High Confidence • Industry Acceptance • Established Credibility • High Perceived Value

Proposition • Demonstrable & Sustainable

ROI

Figure 6: Industry Confidence Index Trend


Scoring toward the high end of the Moderate Confidence range

signifies enterprise satisfaction with TEM and WMM programs overall,

but sentiment among enterprises is still widely fragmented, indicating

room for improvement in terms of satisfaction and perceived business

benefit. Feedback provided from benchmark study participants also

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indicates enterprise TEM and WMM programs have moved beyond

infancy, but are not yet accepted as a mature business practice. With

only 51% of enterprises highly confident in the industry, much work

lies ahead for the TEM and WMM industry to reach maturity.

“The 2010 ICI score

represents a 6% increase

in confidence over the

previous year.”

“With only 51% of

enterprises highly

confident in the industry,

much work lies ahead for

the TEM and WMM

industry to reach

maturity.”

The positive momentum in the ICI score is a good sign. However,

further analysis reveals that only half of all enterprises are highly

confident in the industry and their programs, with the other half

indicating some indecision or no confidence in the industry. Programs

should continue to evolve in order to drive value for the organization

and service levels from Suppliers need to improve in order to further

increase the score. As enterprise stakeholders gain confidence in

their TEM and WMM programs and the perceived ability of Suppliers

to meet their evolving business needs increases, enterprise

stakeholder perceptions will shift towards the highly satisfied

category, indicating overall stronger industry confidence.

Figure 7: 2010 ICI Response Distribution


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AOTMP also evaluated industry confidence based on whether

Suppliers were involved in any facet of TEM and WMM programs. ICI

scores are 10% higher when a Supplier is involved with the program,

which is consistent with 2009 results. This signifies that satisfaction

and perception of TEM and WMM value is influenced by the presence

of Suppliers and the perceived value they are adding. It is believed

that contributions to industry confidence are, in part, attributed to

Suppliers’ ability to increase accuracy and visibility into telecom

expenses and the telecom environment through process automation.

“ICI scores are 10%

higher when a Supplier is

involved with the

program.”

Figure 8: ICI – TEM and WMM Supplier Presence


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Chapter Three:

Supplier Satisfaction

Assessing enterprise satisfaction is a good barometer to determine

the effectiveness of TEM and WMM Supplier performance against

expectations. For those enterprises seeking the services of a

Supplier, there has been little independent information available to

compare Suppliers and assess their performance. With this in mind,

and as a major focus of this study, AOTMP set out in April 2010 to

rank the Top 50 Suppliers in the industry based upon enterprise

satisfaction. Over a five month period, enterprises were asked to rate

their satisfaction with the Suppliers they have used over the past 12

months, using a 1-10 satisfaction scale (1 being lowest / 10 being

highest).

“This effort is the first-of-

its-kind in the industry –

with 100% of the results

driven directly by

enterprise customers of

Supplier services.”

• A rating of 1 through 6 indicates degrees of overall

dissatisfaction with the Supplier and these participants are not

likely to provide positive recommendations of their Supplier.

• A rating of 7 or 8 represents mild satisfaction. These values

indicate a high degree of satisfaction indifference with the

Supplier, and the rating participant is less likely to proactively

recommend their Supplier to a peer.

• A rating of 9 or 10 indicates satisfaction with Supplier

performance and these participants are highly likely to

recommend their Supplier to a peer.

This effort is the first-of-its-kind in the industry – with 100% of the

results driven directly by enterprise customers of Supplier services.

AOTMP actively sought contributions from a variety of enterprise

stakeholders, including senior management, directors/managers and

staff members. AOTMP solicited enterprise participation through an

exhaustive benchmark collection program that included over 250,000

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contribution requests using live telephone interview and email

collection methodologies. All Fortune 1000, Forbes America’s Largest

Companies, 1000+ Mid-Market Enterprises, and Government/Public

Sector organizations were included in the study.

“AOTMP performed a

thorough validation to

ensure responses were

accurately contributed by

enterprise users familiar

with their TEM and WMM

Suppliers. Over 100

different Suppliers were

mentioned by

enterprises.”

Once the data collection period concluded, AOTMP performed a

thorough validation to ensure responses were accurately contributed

by enterprise users familiar with their TEM and WMM Suppliers. After

validation, over 100 different TEM and WMM Suppliers were

mentioned and rated by enterprises. 27% of the responding

population indicated they have not used a Supplier in the last 12

months.

Although AOTMP initially set-out to rank the Top 50 Suppliers, only

25 Suppliers received rating responses deemed statistically valid and

representative of their customer base. The Top 25 Suppliers (ranked

from highest to lowest satisfaction) are provided in Figure 9. Figures

10 and 12 separate the Top 25 Suppliers based upon their core

service offering:

TEM Suppliers – Provide both wireline and wireless

management services

WMM Suppliers – Provide only wireless management

services

Additionally, Figure 14 provides a listing of the TEM and WMM

Suppliers and consultants who did not receive an adequate quantity

of responses to be statistically representative of their customer base.

The way services are deployed among Suppliers can vary. Some

Suppliers may only deliver a completely outsourced BPO or Managed

Service while others may only offer a SaaS or Hosted model.

Satisfaction ratings are reflective of each Supplier’s deployment

offering.

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AOTMP received additional enterprise feedback from over 80 non-

traditional TEM and WMM companies. Most of these responses

represented feedback from telecom service providers and resellers. It

is interesting to note that many carriers, such as AT&T, Granite

Telecommunications, Sprint, TELUS and Verizon were mentioned

multiple times as a TEM or WMM Supplier. Upon investigation into

these responses, it was confirmed that a growing number of

companies are using carrier billing platforms as a primary TEM or

WMM tool to gain visibility into telecom usage and spend.

Interestingly, enterprises that cited carrier billing platforms as their

primary TEM or WMM tool represent small, medium and large

enterprises alike.

“An overwhelming theme

among the top performing

Suppliers is the level of

service and support that

is provided.”

System integrators such as Accenture, CSC and IBM, which have TEM

and WMM services in their portfolios, were not mentioned by

enterprises in the benchmark study. AOTMP believes that their

absence is an indication that their customers do not view them as

TEM and WMM Suppliers; rather, they are viewed as offering TEM and

WMM services as part of much broader solutions and engagements.

It is also interesting to note that several smaller Suppliers (in terms

of revenue and quantity of customers) appear towards the top of the

satisfaction rating scale. However, these Suppliers can, and do,

service large enterprises, as reflected by the enterprises who

participated in the study.

An overwhelming theme among the top performing Suppliers is the

level of service and support that is provided. Words and phrases such

as ‘responsive’, ‘proactive’, ‘knowledgeable’, ‘easy to do business

with’ and ‘flexible’ are all commonly used by customers of the top

companies. Ongoing service and support is a substantial driver of

overall customer satisfaction and can be used as a differentiator for

Suppliers.

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Figure 9: Supplier Satisfaction Ratings

Supplier Satisfaction Interpretation (1 – 6) Not at All Satisfied • Varied degrees of

dissatisfaction • Rating participant is not

likely to provide positive Supplier recommendation

(7 - 8) Somewhat Satisfied • Mild satisfaction levels

present • Satisfaction indifference

overall indicating rating participant is less likely to proactively recommend Supplier to a peer

(9 - 10) Highly Satisfied • Satisfaction achieved • Rating participant is highly

likely to proactively recommend Supplier to a peer


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Figure 10: TEM Supplier Satisfaction Ratings

DEFINITION

TEM Suppliers offer both

wireline and wireless

management services to

help customers manage

their telecom

environments.


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Figure 11: Size of Companies Rating TEM Suppliers

DEMOGRAPHIC

68% of the companies

who rated a TEM Supplier

have annual revenues

above $1 Billion.


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Figure 12: WMM Supplier Satisfaction Ratings

DEMOGRAPHIC

46% of the companies

who rated a WMM

Supplier have annual

revenues above $1

Billion.


Figure 13: Size of Companies Rating WMM Suppliers


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Figure 14: Other TEM and WMM Suppliers/Consultants

Mentioned (Listed in alphabetical order)

OBSERVATION

Other Suppliers and

consultants were

mentioned by

enterprises, but the

volume of enterprise

responses for each was

not deemed statistically

representative of their

individual customer

bases.


Note: While these Suppliers and consultants were identified by

enterprises and a wealth of satisfaction information was collected, the

volume of enterprise responses for each was not deemed statistically

representative of their individual customer bases.

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Chapter Four:

Supplier Capabilities

Suppliers can no longer rely upon specific service offerings solely as a

means for differentiation. As Figures 15 and 16 indicate, most

Suppliers are able to offer core TEM and WMM services and solutions

through internal means or partnerships. Instead, Suppliers should

place heavy emphasis on customer service and support as a way to

separate themselves from the competition.

“Suppliers can no longer

rely upon specific service

offerings solely as a

means for differentiation.”

If enterprises dig deep enough, they will find differences in Supplier

approaches. For example, some Suppliers will compile a baseline

inventory of services (through information gathered from carriers,

line verifications, physical site inspections, etc.) as the starting point

for any implementation, while others will use carrier invoices as the

means to build an inventory.

Other differences including how much detail Suppliers can glean from

an invoice, availability of standard reports or intuitiveness of the

software’s GUI may also separate Suppliers. Availability of different

deployment methods, such as BPO/Managed Service, SaaS/Hosted

and Licensed models can also vary among Suppliers. Figure 17

illustrates how the Top 25 Suppliers deploy their solutions.

Regardless of the Supplier, enterprises should perform a thorough

examination in order to match their goals and objectives with

Supplier capabilities.

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Figure 15: Supplier Wireline Capabilities

OBSERVATION

Most Suppliers are able

to offer core TEM and

WMM services. However,

if enterprises dig deep

enough, they will find

differences.


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Figure 16: Supplier Wireless Capabilities

OPPORTUNITY

Additional information

about each Supplier,

including detailed

analysis of strengths,

weaknesses and service

differentiators, is

available from AOTMP.


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Figure 17: TEM and WMM Supplier Deployment Methods

OBSERVATION

Availability of different

deployment methods,

such as BPO/Managed

Service, SaaS/Hosted and

Licensed models differs

among Suppliers.


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Chapter Five:

Industry Call to Action

The increase in enterprise confidence with the TEM and WMM industry

over 2009 results is promising for the industry as a whole.

Confidence is influenced by current and past experiences, as well as

business value realized. In order for confidence to enter into the top

tier of the scale, the gap between perception of value and realization

of value must close. With this goal in mind, AOTMP offers four calls to

action to all industry stakeholders that will result in narrowing the

confidence gap.

“In order for confidence

to enter into the top tier

of the scale, the gap

between perception of

value and realization of

value must close.”

Enterprises

Clearly articulate business needs prior to Supplier selection.

Lack of flexibility in systems and with managed service engagements

continues to be a dominant concern expressed by enterprises

throughout this research study. While there is validity to these

concerns, a subtext of assumption was uncovered that led to this call

to action.

Customers want and need flexibility with their TEM and WMM

Suppliers; the very nature of telecom management demands it.

However, many calls for greater flexibility were prefaced by

admissions that customers assumed features and functionality would

meet business needs prior to implementation.

To this end, thoroughly mapping system capabilities, managed

service offerings, and workflow against business needs prior to

selecting a Supplier benefits both parties and reduces the number of

unwelcome surprises after deployment has begun. The extra time

spent planning a Supplier implementation will aid to mitigate

obstacles to success.

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Formalize relationship management structures prior to

implementation.

Enterprises don’t enter into business relationships expecting poor

execution from Suppliers. Yet, ‘mediocre support’, ‘lack of project

management’, ‘no follow through’ and ‘not very responsive’ were

descriptors used by several enterprises when asked about Supplier

experiences.

“Evaluating the

relationship with your

TEM or WMM Supplier is

just as important as

feature and functionality

evaluation.”

Evaluating the relationship with your TEM or WMM Supplier is just as

important as feature and functionality evaluation. Establishing a

formal relationship management structure complete with service level

agreements (SLAs), performance monitoring, structured resolution

and remedy plans, and escalation protocols is essential for every

business relationship. Whether you are purchasing technology

solutions or managed service solutions, a formal relationship

management plan and scorecard is needed prior to implementation.

By establishing a relationship management plan prior to

implementation, Suppliers have a clear roadmap for expected

performance and are incented to meet expectations.

Suppliers

Increase performance management evaluation.

Suppliers have keen insight into the skill and effort required to

successfully deploy TEM and WMM systems and managed service

engagements. Experience across a varied customer base affords this

knowledge. Yet, customer satisfaction with performance varies

greatly.

Just as enterprises are served by articulating business needs and

relationship requirements, Suppliers are well served to frequently

report upon the value they deliver in the relationship. While cost

savings remains a top level business driver for TEM and WMM

programs, promoting and delivering benefits beyond identifying

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billing errors and optimizing inventories are necessary to sustain

program value. It is critical that ongoing value be aligned with and

reported against business needs and expectations.

This research uncovered common themes that illustrate customer

sentiment about performance management. Comments such as:

‘little initiative on stewardship’, ‘didn’t add any value’, and ‘poor

service levels’ indicate dissatisfaction with value generated. Clear

illustration of value on a consistent basis will influence perceptions

and serve to identify potential issues before they become problems.

“Enterprises are often

prepared to select a

Supplier based on

features, functionality

and offerings they deem

suitable to meet their

needs; however, this

method of Supplier

selection does not always

yield a productive

relationship.”

Look beyond customer requirements and understand expectations.

Sourcing a TEM or WMM Supplier is a major initiative. Enterprises are

often prepared to select a Supplier based on features, functionality

and offerings they deem suitable to meet their needs; however, this

method of Supplier selection does not always yield a productive

relationship.

Previous AOTMP research identified that 50% of enterprises have

used the technology and services of more than one TEM or WMM

Supplier. There are many causes for Supplier churn, but in an

overwhelming majority of cases a single theme was identified – the

Supplier did not meet business needs. Enterprises were very vocal in

the research on this topic with comments such as ‘too many

promises, no delivery’, ‘they were committed to us initially but in the

end never followed through’, ‘reporting is not sophisticated enough

for our needs’, ‘promised more than they delivered’, and ‘still in

implementation, but product was oversold and appears to be under

delivered’.

While these comments may be directed at feature and functionality

deficits, they certainly are centered on customer expectations.

Taking ample time to clearly understand customer expectations is

just as critical to success as matching feature and functionality to

requirements.

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Chapter Six:

Key Findings Summary

1. Wireless application penetration has increased 50% year-

over-year since 2008.

2. Smart Devices represent more than one-third of the device

types in an enterprise (36%) up from 29% last year;

traditional cell phone distribution is flat.

3. More enterprises have a wireless policy today: 78% in 2010

versus 66% in 2008.

4. AOTMP’s Industry Confidence Index is up (8.14 in 2010 versus

7.68 in 2009); however, 49% are ‘somewhat’ or ‘not at all

confident’ in the industry.

5. Industry Confidence is 10% higher with the presence of a TEM

and/or WMM Supplier in the environment.

6. 5 of the top 25 Suppliers rated and ranked are wireless-only

Suppliers.

7. The range of enterprise satisfaction with their Suppliers (9.58

to 5.50) is dramatic – 9’s and 10’s are highly satisfied; 7’s and

8’s are somewhat satisfied; 1’s through 6’s are not at all

satisfied.

8. 100+ Suppliers were mentioned by enterprises in this

benchmark study.

9. Many enterprises view carrier billing tools as their primary

TEM or WMM tool.

10. 27% of research contributors have not used a TEM or WMM

Supplier in the past 12 months.

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Appendix One:

AOTMP’s State of the Industry Report

Additional customer-driven information about each Supplier, including

detailed analysis of strengths and weaknesses expressed by

enterprise peers is available from AOTMP. Custom analysis is

designed to enable enterprises to:

• Understand Supplier strengths and weaknesses as identified by their customers

• Reduce technical and financial risk when selecting a Supplier

• Understand how satisfaction differs (and why) among different customer stakeholder groups

• Improve current program performance by identifying areas of Supplier opportunity

For a private presentation with an AOTMP analyst, call

800.860.8608 to schedule your session.

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Appendix Two:

About the Authors

Timothy C. Colwell, AOTMP Vice President of Global

Performance Management

Tim is AOTMP's Vice President of Global Performance Management

and leads the Efficiency First Performance Management, Benchmark

Research & Analysis, and Performance Scoring teams. He is lead

innovation architect for AOTMP’s Efficiency First Framework, designed

to drive efficiency into fixed and mobile telecom environments and

transform telecom into a strategic business driver. Tim is owner and

author of AOTMP’s patent pending process for Telecom Environment

Management, and is owner and author of AOTMP’s Industry Best

Practice Library.

Tim has worked with many global telecom and IT leaders to

implement best practices and performance measures in Fortune 500,

Forbes Private 50 and public sector client environments. Tim holds a

B.A. in Telecommunications from Indiana University.

Scott Lawrence, AOTMP Director of Research

Scott has over 14 years of experience developing and collecting

market research on behalf of global Fortune 500 enterprises within

the telecommunications and IT industries. In his previous role as a

senior research manager, Scott led teams to accomplish research

objectives by designing studies that yielded actionable information

while helping clients understand the impact of the results. Scott has a

B.S. in Marketing from Ball State University.

Scott is responsible for designing and managing AOTMP’s research

activities which includes research publications, market landscapes

and benchmarks within the areas of Telecom Expense Management

and Wireless Mobility Management. Scott also works as an advisor

and subject matter expert for AOTMP’s research services.

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28

Appendix Three:

About AOTMP Research

AOTMP research is supported through data collected from a variety of

sources. Data points are collected through enterprise and Supplier

benchmarking projects, training and certification events, research

surveys, frequent hot topic polls, virtual conference audience polling,

live conference audience polling, and AOTMP Access benchmarking

events. AOTMP’s data point contributors include over 60,000 IT,

telecom and business professionals, supporting domestic and

international enterprises and industry Suppliers. Data points

contributing to research are carefully analyzed using advanced

statistical methods. Research findings are confirmed through

test/retest validity methodology and, therefore, paint an accurate

picture of the industry. The clarity and detail of AOTMP research is

unmatched in the practice of telecom environment management, and

AOTMP expertise translates analysis into actionable findings

representative of the industry and all related industry segments.

About AOTMP

AOTMP is the leading provider of efficiency and productivity solutions for

managing fixed and mobile telecom environments. Our proprietary

certifications, benchmarks, standards and best practices deliver measurable

improvement in efficiency and productivity for managing wireless, voice, data

and network services. From Fortune 50 companies to SMB, enterprises

seeking the best return on telecom and IT services turn to AOTMP’s industry

research, advisory services, events, educational programs and performance

management systems to achieve operational and financial efficiency.

More information on fixed and mobile telecom management, as well as all

other AOTMP research publications, can be found at www.aotmp.com.

http://www.aotmp.com/

AOTMP 2010 State Of The TEM Industry

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