Market Guide for MDM External Service Providers€¦ · proven way to accelerate your master data...

G00275647

Market Guide for MDM External ServiceProvidersPublished: 25 February 2016

Analyst(s): Bill O'Kane, Saul Judah, Michael Patrick Moran, Ankush Jain

Use of external service providers can accelerate master data managementprogram success. Data and analytics leaders should use this research toidentify and engage with providers based on their requirements by region,data domain, vertical sector, software solution, and size of their organization.

Key Findings■ Engaging an external service provider (ESP) with the appropriate skills and experience is a

proven way to accelerate your master data management (MDM) program or project.

■ In Gartner surveys and client interactions, approximately 50% of MDM leaders report using atleast one ESP to accelerate their MDM strategies and/or implementations.

■ Interactions with our clients and references supplied by software vendors indicate that whenESPs are engaged for MDM, the investment averages between two and three times the MDMsoftware spend, with some large programs going even higher.

■ Concentration on MDM technology implementation is no longer limited to the larger ESP firms,with only two ESP firms of any size now reporting a strategy concentration (versus technologyimplementation) of more than 50%.

Recommendations■ Use best practice techniques on how to evaluate and engage external service providers to

effectively partition ESP work and maintain control of the overall engagement.

■ Perform a thorough assessment of your internal MDM capabilities to determine which ESPengagement model is the most suitable for your MDM program in relation to skills, funding andbandwidth.

■ Evaluate and engage an ESP for MDM based on its experience in your vertical industry andrequired data domains. If direct industry experience is unavailable, consider adjacent industries.

■ Consider an ESP based on its MDM software implementation experience only if your MDMstrategy is complete, or you intend to use an MDM software solution based on other factors,such as an enterprise-level software vendor relationship.

Market DefinitionMDM is a technology-enabled discipline in which business and IT work together to ensure theuniformity, accuracy, stewardship, semantic consistency and accountability of the enterprise'sofficial, shared master data assets. Master data is the consistent and uniform set of identifiers andextended attributes that describes the core entities of the enterprise, such as customers,prospective customers, citizens, products, items, tools, services, suppliers, sites, hierarchies andthe chart of accounts.

MDM is a complex undertaking that requires active participation from a broad range of constituentsin the enterprise. Moreover, the MDM software market is complex and largely characterized byspecific segments focused on a range of master data domains (for example, customer/party,product/thing, supplier, asset, location/site or hierarchy) and vectors of complexity (domain, datamodel, use case, implementation style and organizations). This means that MDM leaders oftenstruggle when selecting and implementing MDM software because vendor solutions are diverse,and currently no single solution caters to a typical organization's entire spectrum of MDMrequirements (see "Why You Will Probably Need More Than One Master Data ManagementVendor").

The scope and complexity of MDM programs, coupled with the high level of cooperation neededbetween IT and business, provide ample incentive for organizations to seek assistance from ESPfirms to devise a sound MDM strategy and (or) implementation plan for their MDM initiatives (see theMarket Analysis section below for the definitions of strategy and implementation in use for thisresearch).

MDM ESPs provide strategic, tactical and operational support to organizations engaging in MDMprograms. These services include the formulation of information strategies, business cases,roadmaps, business and technical metrics, governance organizations and processes, organizationalrecommendations, information life cycle discovery, and program and project planning. Theseservices may also be used to assist in the selection, installation and configuration of MDM software.

The effective use of ESP firms in the strategy and implementation of MDM programs can be thedeciding factor in overcoming the common technical, organizational and political barriers toimplementation — which often means the difference between success and failure. The majority ofclients that plan and execute MDM programs have reported gaining significant traction andmomentum by using ESP partners. This is particularly useful in environments that are constrainedby bandwidth or organizational issues, or by those that lack the appropriate expertise.

In the future, Gartner expects the ESP/partner market for MDM solutions to grow in proportion tothe expected growth of the MDM market, since the core issues concerning MDM strategy and MDMsolution implementation will continue to be the major inhibitors of holistic, organizationwide MDMprogram success.

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(For more on organization sizes, see Note 1.)

Market DirectionLarge and small ESPs continue to enter and expand their territories in the MDM professional servicemarket, as engagements can be quite lucrative and long lasting, depending on how much exposurea client is willing to assume with a single ESP in the context of its overall MDM program. Even atthis relatively early stage of its life cycle, the MDM ESP market is expanding rapidly, and weanecdotally estimate that its total size is between double and triple that of the MDM softwaremarket.

Gartner's annual survey data for MDM Magic Quadrants suggests that approximately 50% oforganizations adopting MDM involve at least one ESP in their programs. This information provesbeyond doubt that organizations are heavily relying on ESPs to assist them with their overall MDMinitiatives. ESPs, from big consulting firms to boutique outfits, are now fully engaged in the market.They have capabilities that are essential to large enterprises looking to achieve critical mass in oneor more master data domains and within one or two budget cycles.

The vast majority of our interactions with MDM leaders in end-user organizations suggest that theyspend an average of between double and triple their MDM software investment on MDM ESPs, withvery large enterprise business-to-consumer (B2C) customer data implementations sometimesrunning between seven and ten times the software spend. A conservative aggregation of the variousestimates we have compiled based on Magic Quadrant vendor reference surveys, event surveysand Gartner client interactions shows an estimated total market size of between $3 billion and $5billion for 2015. Even at these rates of expenditure, most organizations report satisfaction with theirESP experiences.

While the shortage of experienced resources (particularly on the strategy side) is often reported as atransient issue, ESP firms are typically able to rectify these issues to a client's satisfaction,indicating that the continuing increase in the number of implementations is yielding a greaternumber of proficient strategy and implementation professionals overall.

One well-defined pattern that has clearly shifted this year is that in the past smaller firms tended toconcentrate on MDM and governance strategies, while the larger firms deployed a greaterpercentage of their resources to poststrategy implementations (see the Market Analysis section fordefinitions of strategy and implementation). Concentration on MDM technology implementation isno longer limited to the larger ESP firms, with only two ESP firms of any size now reporting astrategy concentration (versus technology implementation) of more than 50%. There is a clear shifton the part of responding firms of all sizes toward technology implementation. This shift implies thatend-user organizations should take greater care to prevent an organization's MDM technologyorientation from directly influencing its MDM discipline and strategy, as outlined in "Best Practicesin MDM: How to Evaluate and Engage External Service Providers."

Similar to the MDM software market, the MDM and information governance consulting servicemarket is growing substantially from year to year, but is far from mature. The more fluid

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characteristics of MDM ESPs and their engagements make this market quite challenging to qualify,quantify, segment and track.

These characteristics include, but are not limited to:

■ Turnover of qualified resources at multiple experience and expertise levels.

■ Rapid formation of alliances with software vendors.

■ The continued use of stand-alone data quality and data integration tools by ESPs to buildcustomized MDM solutions.

■ Subcontracting arrangements between and external to the vendors included in this research.

Even though the MDM ESP market is rapidly gaining popularity and momentum in the overallinformation infrastructure space, it is still in the adolescent phase of maturity (with a marketpenetration of less than 20% of the possible target audience), and Gartner predicts that it will takearound five to 10 years to reach mainstream adoption (see "Hype Cycle for Enterprise InformationManagement, 2015").

The relative immaturity of the MDM ESP market, coupled with the large number of tools andapproaches available to address these programs, has caused many MDM ESP firms to specialize inat most two or three MDM software vendors' offerings. This bias in implementation expertise caneasily taint the manner in which a firm approaches an overall MDM strategy, as each softwarevendor's approach varies widely. Gartner has historically seen a much higher success rate andlower incursion of various risks in MDM programs that concentrate on the discipline aspects firstbefore pursuing any technology evaluation and selection (see "The Seven Building Blocks of MDM:A Framework for Success"). Though this situation is slowly easing somewhat as ESP MDMpractices mature, sufficient anecdotal evidence exists to show that ESP software vendor bias duringstrategy formulation continues to be a significant issue among end-user organizations.

Market AnalysisData and analytics leaders and MDM program leads planning to evaluate and engage ESPs for theirMDM initiatives are strongly advised to separate the strategy part of the MDM program (including,but not limited to, technology selection) from the technology implementation phase. In fact, it isoften preferable to engage a strategy provider that does not typically perform technologyimplementations, unless the client's industry or geographical profile makes this impractical.

We describe the two most common segments of the MDM ESP market in the following sections andexplain why they are important components of a holistic MDM program.

ESPs for MDM Strategy

This is defined as services that assist clients in the formulation of business cases, roadmaps,business and technical metrics, governance organizations and processes, organizational changerecommendations, information life cycle capture and planning, and technology selections that


enable MDM to be implemented in their enterprises. These services correspond to the first six ofGartner's Seven Building Blocks of MDM, up to and including technology evaluation and selection(see "The Seven Building Blocks of MDM: A Framework for Success"). Therefore, a vendor claimingto concentrate on strategy may also report software experience. The vendors surveyed were askedto segment their practices using this definition, but this was probably not strictly adhered to in theirresponses.

Engaging the expertise of an ESP with significant levels of MDM strategy experience in yourindustry and master data domains can be an invaluable asset for ensuring the success of thesecritical efforts. In an MDM strategy engagement, the levels of experience that these firms generallypossess in specialized areas can significantly accelerate an MDM program and reduceimplementation risks. These areas also include critical activities, such as engaging the business forfunding and starting the data governance organization and process, as well as innovative methodsof identifying process pain points for the master data and formulation of metrics around them toprove the ongoing value of a program.

ESPs for MDM Implementation

This is defined as services that assist clients in the installation, configuration and other requiredtasks for MDM software implementation in their enterprises (see "Market Definitions andMethodology: IT Services"). These ESP firms are engaged after all of the MDM strategy artifactshave been produced according to a recognized framework (such as Gartner's Seven BuildingBlocks of MDM) and an MDM technology solution has been evaluated and selected. These servicescorrespond to the seventh and last of Gartner's Seven Building Blocks of MDM. The vendorssurveyed were asked to segment their practices using this definition, but this was probably notstrictly adhered to in their responses.

From a technology implementation perspective, engaging the expertise of an ESP with significantlevels of MDM implementation experience in your selected technology solution and master datadomains can be invaluable for ensuring the success of these critical efforts. This includessuccessful alignment with internal technical disciplines, such as those for data integration, businesscontinuity planning and SLAs. These MDM strategy and implementation skill sets can also betransferred to internal client members of both the MDM and information governance teams, bringingmodern and tested techniques for information management to enterprises that likely did notpossess them in the past (see "Best Practices in MDM: How to Evaluate and Engage ExternalService Providers").

Representative VendorsThe vendors listed in this Market Guide do not imply an exhaustive list. This section is intended toprovide more understanding of the market and its offerings.

This analysis was compiled using a dedicated survey of ESP firms that appear regularly in ourinteractions with clients, event attendees and software vendors, as well as in vendor briefings andother structured surveys of software vendor references. Professional service teams that are resident


within MDM software vendors and only support the implementation of that particular vendor'ssoftware were not included. Likewise, ESP firms that only support their own proprietary MDMtechnology to the exclusion of mainstream MDM software vendors were not included.

The following vendors represent those that responded to the survey, are specific to this researchand representative of those in the market. The information we received through the survey wasaugmented (where appropriate) by publicly available information (such as vendors' websites) andour interactions with Gartner clients. Due to the fluid nature of this market, no references wererequested or contacted for this research, so the information that was not publicly available couldnot be independently verified for accuracy. Due to the timing of the survey, the results submittedand reported are considered to apply to the 12 calendar months ending in November 2015.

The companies listed in this research represent the respondent base for this dedicated survey andmay not include all those competing in this market. Data corresponding to "top industries" and "topdata domains" is indicative and represents only the top three for each company.

Annik

www.anniksystems.com

Headquarters: Gurgaon, India

Engagement experience: 20% strategy/80% implementation

Regions: North America, Asia/Pacific and EMEA

Top industries: High-tech manufacturing, consumer goods manufacturing and financial services

Top data domains: Supplier, product (sell-side), and customer

Dedicated MDM full-time equivalents (FTEs): 280

Annik is an India-based specialist consulting firm focused on data management for businessintelligence and analytics, with a concentration on supplier master data. The majority of its MDMexperience is with large enterprises, although it has also done some work with midsize and smallorganizations.

Annik has no formal partnerships with mainstream MDM vendors, but has implementationexperience with IBM InfoSphere MDM Enterprise Edition, Informatica MDM, Microsoft Master DataServices (MDS), Oracle Siebel Universal Customer Master (UCM), and SAS MDM.

BackOffice Associates

www.boaweb.com

Headquarters: South Harwich, Massachusetts, U.S.



https://www.anniksystems.com/

http://www.boaweb.com/

Regions: North America, EMEA and Asia/Pacific

Top industries: Life science manufacturing, public sector and oil/gas/chemical process andresource manufacturing

Top data domains: Supplier, customer and direct material


BackOffice Associates is a solution provider of data stewardship platforms and applications,including two software products that are sold both directly and through a value-added reseller (VAR)with SAP. The majority of its MDM experience is with large enterprises, although it has also donesome work with small and midsize firms. BackOffice has software vendor partnerships, includingIBM, Microsoft, Oracle and SAP. It has implemented significant MDM projects with IBM (InfoSphereMDM Advanced Edition, InfoSphere MDM Enterprise Edition, InfoSphere MDM Server andInfoSphere MDM Server for PIM), Informatica MDM, Information Builders, Microsoft, Oracle(Customer Hub E-Business Suite [EBS], Product Hub and Supplier Hub), and SAP (MDG-C, MDG-M, and NetWeaver MDM).

BackOffice Associates has developed configuration for roles, tasks and processes to HR (humancapital management), materials, customers, vendors, and FICO scores in many industries includingretail, oil/gas/chemical, high tech, industrial/discrete, consumer goods, manufacturing, life sciences,financial services, distribution, power/utilities and automotive.

Business & Decision

Headquarters: Paris, France

http://group.businessdecision.com


Regions: EMEA, North America, Asia/Pacific and Latin America

Top industries: Financial services, healthcare and retail

Top data domains: Customer, other party and product (sell-side)


Business & Decision is a global system integrator (SI) with practices in most informationmanagement disciplines, as well as CRM/customer experience platform (CXP), ERP and the lifescience systems validation process. The majority of the company's MDM experience is with largeenterprises in EMEA. It has partnerships and experience with Informatica's MDM and productinformation management (PIM) products, IBM's InfoSphere Advanced and Enterprise Edition,Microsoft MDS, Oracle's Siebel UCM and Product Hub EBS, Orchestra Networks, SAS MDM,Semarchy, Talend, Teradata and TIBCO Software.


http://group.businessdecision.com/

The majority of Business & Decision's experience is currently with Orchestra Networks, Oracle andInformatica. It has developed a financial MDM solution based on Orchestra Networks' EBX5 and adata governance boot camp for SAS, Informatica and IBM clients.

Camelot ITLab

www.camelot-itlab.com

Headquarters: Mannheim, Germany



Top industries: Life science manufacturing, industrial discrete manufacturing, and oil/gas/chemicalprocess and resource manufacturing

Top data domains: Product (sell-side), direct material and customer


As part of Camelot International Consulting Group, Camelot ITLab is a specialist strategy andorganization consultancy firm offering MDM services under its broader information managementportfolio of services, which also has data quality management and IT governance and organizationservices. The majority of its MDM experience is with large enterprises, although it has also carriedout substantial MDM work for midsize firms. The company has formal alliances and implementationexperience with SAP (MDG-C, MDG-M, MDG-F, MDG-S and NetWeaver MDM).

Camelot has also developed MDM best practice templates and frameworks for the life science andprocess industry by leveraging SAP MDM solutions.

Capgemini/Igate

www.capgemini.com

Headquarters: Paris, France



Top industries: Financial services, public sector and consumer goods manufacturing

Top data domains: Customer, product (sell-side) and supplier


Capgemini (which now owns Igate as the result of an acquisition completed in 2015) is a globalconsulting, technology and outsourcing firm that performs MDM as part of the solution portfolio of


http://www.camelot-itlab.com/

https://www.capgemini.com/

its Insights & Data practice. The majority of its MDM experience is with large enterprises, although ithas also carried out some MDM work with small and midsize firms. It has partnerships with IBM,Informatica, Oracle, and SAP (including hybris). It also has significant MDM implementationexperience with IBM (InfoSphere MDM Advanced Edition, InfoSphere MDM Collaborative Edition,InfoSphere MDM Standard Edition, InfoSphere MDM Server and InfoSphere MDM Server for PIM),Informatica (MDM and Cloud Customer 360), Kalido, Microsoft, Oracle (Customer Hub EBS,Product Hub EBS, Siebel UCM, Supplier Hub and Data Relationship Management/DataRelationship Governance [DRM/DRG]), Orchestra Networks, Riversand, SAP (hybris as well asMDG-C, MDG-M, MDG-S, MDG-F, and NetWeaver MDM), Semarchy and Stibo Systems.

Capgemini has developed industry-specific MDM solutions for capital markets, insurance,telecommunications (a geospatial hierarchy solution), pharmaceuticals, banking and assetinformation management. It has also developed specific MDM frameworks, such as a strategy andassessment framework, an information strategy framework and a quick-start informationgovernance framework. The company has a custom framework to move from SAP MDM to SAPMDG. Igate, now owned by Capgemini, has developed industry-specific MDM solutions for banks,global financial institutions and insurance domains, along with business and technology-focusedframeworks for data governance organization setup and reference data management. The companyhas also created utilities and accelerator packs for vendor tools like Informatica and Oracle MDMsuites, and has developed industry-standard data models for party, customer, product and supplierdata domains.

Datum

www.datumstrategy.com

Headquarters: Annapolis, Maryland, U.S.


Regions: North America

Top industries: Automotive manufacturing, life science manufacturing and consumer goodsmanufacturing

Top data domains: Direct materials, customer/consumer and product (sell-side)


Datum is an enterprise information management (EIM) strategy firm with technology assets andmethodologies in the information management discipline, with an emphasis on informationgovernance. The majority of its MDM experience is with large global manufacturing enterprises inNorth America. Datum has partnerships and significant MDM experience with SAP (MDG-C, MDG-M, MDG-F, MDG-S and NetWeaver MDM).

The company has also developed a technology-neutral framework that assists in documenting andtracking the business impact and the value of information management programs.


http://www.datumstrategy.com/

Deloitte

www.deloitte.com

Headquarters: New York City, New York, U.S.


Regions: North America, EMEA, Asia/Pacific and Latin America

Top industries: Financial services, public sector and healthcare



Deloitte is a global consulting and advisory firm that performs MDM and information governanceengagements under the umbrella of its enterprise data management practice within its broader ITservices portfolio. The majority of Deloitte's MDM experience is with large enterprises, although ithas also done some work with midsize and small organizations. The company has MDMpartnerships with IBM, Informatica, Oracle, SAP, TIBCO Software and SAS MDM. It also hassubstantial MDM implementation experience with Informatica MDM and PIM, Oracle (Customer HubEBS, Product Hub EBS, Siebel UCM, Fusion Applications Customer Data Management, andProduct Hub Cloud), SAP (MDG-C, MDG-M and NetWeaver MDM), IBM's InfoSphere MDMproducts, Reltio, SAS MDM and TIBCO Software.

Deloitte has developed tools to prioritize the delivery of MDM solutions, which include a business-value prioritization framework, a customer 360 data management solution framework, MDM processmodels, and MDM data models, as well as an enterprise data-governance framework and anoperating model. Deloitte has also developed MDM quality dashboard templates to offer a unifiedenterprise analytics platform that can support the organization's reporting needs.

Entity

www.entity.co.uk

Headquarters: Sittingbourne, Kent, U.K.


Regions: North America, EMEA

Top industries: Financial services, other nonmanufacturing and public sector




http://www.deloitte.com/

http://www.entity.co.uk/

Entity is a specialist consulting firm providing enterprise information management advisory services,and MDM and information governance solutions within the larger set of information managementofferings, including metadata and reference data solutions. While the majority of Entity's MDMconsulting experience is with large enterprises, it has also done some work with midsize and smallorganizations. Entity has formal partnerships with IBM, Informatica, Stibo Systems and Semarchy. Ithas implementation experience with IBM (Enterprise Edition and Standard Edition) and InformaticaMDM.

Entity has developed several "single view" products based on IBM Standard Edition for the publicand private sectors (particularly central/local government and financial services/insurance), as wellas a component to mask sensitive citizen data for local government solutions. It has also developedmatch tuning and performance utilities, and a cross-domain implementation framework forenterprise information management (EIM).

First San Francisco Partners

www.firstsanfranciscopartners.com

Headquarters: Oakland, California, U.S.



Top industries: Financial services, healthcare and media

Top data domains: Customer, product (sell-side) and asset


First San Francisco Partners is a specialist strategy consulting firm concentrating on informationmanagement. The majority of its MDM experience is with large enterprises, but it also has someexperience with midsize firms. It has partnerships with Informatica, Orchestra Networks, Reltio,Riversand, Talend MDM and Semarchy. First San Francisco Partners has MDM experience withInformatica (MDM and Cloud Customer 360) and Microsoft MDS.

The company has developed proprietary methodologies for MDM and information governanceassessment, strategy, and agile-based implementation. It also offers a workshop designed to alignan organization around shared goals for MDM and/or information governance.

HCL Technologies

www.hcltech.com

Headquarters: Noida, India



http://www.firstsanfranciscopartners.com/

http://www.hcltech.com/


Top industries: Consumer goods manufacturing, industrial discrete manufacturing and media



HCL Technologies is a global system integrator (SI) with MDM and information governancepractices housed within its larger set of information management offerings. The majority of its MDMexperience is with large enterprises and it has partnerships with IBM, Informatica, Oracle, SAP andTIBCO Software. It has substantial MDM implementation experience with all IBM InfoSphere MDMproducts, Informatica (MDM, PIM and Cloud Customer 360), Oracle (Customer Hub EBS, ProductHub EBS, Siebel UCM, Product Hub Cloud, Site Hub, Supplier Hub and DRM/DRG), SAP (MDG-C,MDG-M, MDG-F, MDG-S and NetWeaver MDM) and TIBCO Software.

HCL Technologies has developed frameworks for data assessment, information model creation, andhas created industry-agnostic accelerators for data quality and automated MDM testing. It has alsodeveloped a data survivorship framework and testing productivity kit for use with Oracle SiebelUCM. HCL Technologies has formed a customer solution that provides a holistic view oforganizations' customers utilizing big-data-based master data repositories with integration to socialdata. It has helped manufacturing and consumer packaged goods (CPG) clients prepare PIMimplementation roadmaps using their maturity assessment framework.

HighPoint Solutions

www.highpointsolutions.com

Headquarters: East Norriton, Pennsylvania, U.S.


Regions: North America and EMEA

Top industries: Life science manufacturing and healthcare

Top data domains: Customer, other party, and product (sell-side)


HighPoint Solutions is a U.S.-based specialist consulting firm that concentrates on application andinformation management for life science clients (particularly in the pharmaceutical industry), as wellas the healthcare vertical. HighPoint offers cloud-based hosted managed services for both MDMand data stewardship via formal partnership with Informatica's MDM and Cloud Customer 360 forSalesforce solutions, and also maintains a partnership with cloud-based MDM vendor Reltio. Themajority of its MDM experience is with large organizations, though it does have severalimplementations with small firms.


http://www.highpointsolutions.com/

HighPoint has developed hosted solutions based on Informatica MDM for party, product, andIdentification of Medicinal Products (IDMP) master data management for the life science industry,provider, member and International Classification of Diseases, 10th Edition (ICD-10) for thehealthcare industry, and a corporate employee master solution. These solutions are available assingle-tenant or multitenant private cloud, or multitenant public cloud implementations. HighPointhas also developed a proprietary system development life cycle (SDLC) methodology includingstarter documents and templates.

Hub Designs

http://hubdesigns.com

Headquarters: Hingham, Massachusetts, U.S.



Top industries: Healthcare, high-tech manufacturing and financial services


Dedicated MDM full-time equivalents (FTEs): Not available

Hub Designs is a specialist global management and technology consulting firm focused on MDMand information governance. The majority of its MDM experience is with large enterprises, althoughit has also done some work with midsize and small organizations. It has partnerships with IBM,Informatica, Oracle, Orchestra Networks, Reltio, SAP, Stibo Systems and VisionWare. It also hasMDM experience with Ataccama, IBM InfoSphere MDM Server, Informatica MDM, Oracle (CustomerHub EBS and Product Hub EBS), Orchestra Networks and Stibo Systems.

Hub Designs has also developed MDM-specific templates and deliverables for education, currentstate assessment, strategic roadmap development, software selection, and business casedevelopment for customer/party and product domains, and for the financial services, software/high-tech, life sciences, business services and manufacturing industries.

IBM Global Business Services

www.ibm.com

Headquarters: Armonk, New York, U.S.



Top industries: Financial services, oil/gas/chemical process and resource manufacturing and retail


http://hubdesigns.com/

http://www.ibm.com/

Top data domains: Customer, others (contract) and product (sell-side)

Dedicated MDM full-time equivalents (FTEs): Not available

IBM Global Business Services is a global SI with an information management practice that includesMDM and information governance. IBM has MDM experience with all IBM InfoSphere MDMproducts, Informatica (MDM and Cloud Customer 360), all Oracle MDM products, all SAP MDMproducts and TIBCO Software. It has formal alliances with Oracle and SAP.

The company has also developed MDM assets covering most domains and industries. Theseinclude estimation models, strategic roadmaps for information governance and data quality, datamapping, tool selection and consolidation, business interview guides, as well as use-case testingand validation templates.

InforData Consulting

www.infordataconsulting.com

Headquarters: London, U.K.


Regions: EMEA

Top industries: Public sector, telecom and financial services

Top data domains: Asset, customer, and indirect materials (maintenance, repair and operations —MRO)


InforData Consulting is an EMEA-based specialist consulting firm concentrating on informationmanagement, including MDM, information governance and data quality. InforData Consultingcurrently has MDM experience with small organizations and significant partnerships and MDMimplementation experience with Informatica and Talend.

The company has developed a data governance framework that can be adjusted to any customer'srequirements with some modifications. The charter includes roles and responsibilities, processes,and metrics. It has also been able to devise an MDM framework linking data governance and dataquality as a service.

Infosys

www.infosys.com

Headquarters: Bangalore, India



http://www.infordataconsulting.com/

http://www.infosys.com/


Top industries: Retail, other nonmanufacturing and industrial discrete manufacturing

Top data domains: Product (sell-side), customer and supplier

Dedicated MDM full-time equivalents (FTEs): More than 1,200

Infosys is a global consulting and system integration service provider catering to informationmanagement including MDM and information governance. The majority of its MDM experience iswith large organizations. It has formal partnerships with IBM, Informatica, Microsoft, Oracle,Riversand, SAP, SAS, Software AG, Stibo Systems and TIBCO Software. Infosys also hassubstantial MDM experience with IBM (InfoSphere MDM Advanced Edition, InfoSphere MDMStandard Edition, InfoSphere MDM for PIM, and InfoSphere MDM Server), Informatica MDM, Oracle(Customer Hub EBS, Product Hub EBS, and Siebel UCM), Riversand, SAP (MDG-C, MDG-M, MDG-F, MDG-S and NetWeaver MDM) and TIBCO Software.

Infosys has created several MDM tools in partnership with MDM software vendors, includingperformance enhancements, reporting tools, a governance model, and a reference architecture anddata model framework for Informatica MDM, as well as an XML converter and product data modelfor Stibo's Step.

InfoTrellis

www.infotrellis.com

Headquarters: Toronto, Ontario, Canada



Top industries: Life science manufacturing, retail and public sector

Top data domains: Customer, product (sell-side) and other party


InfoTrellis is a specialist consulting firm concentrating on MDM. The majority of its experience iswith large enterprises, although it has also done some work with midsize firms. It has formalpartnerships with IBM and Talend. It also has substantial MDM experience in all of IBM's InfoSphereMDM products.

InfoTrellis has also developed an MDM implementation methodology, as well as products thatmonitor the ongoing quality of hub master data and perform mastering of big data sources. It hasalso developed MDM analytics and MDM testing tools.


http://www.infotrellis.com/

Infoverity

www.infoverity.com

Headquarters: Dublin, Ohio, U.S.



Top industries: Retail, consumer goods manufacturing and healthcare

Top data domains: Product (sell-side), customer and other party


Infoverity is a specialist consulting firm concentrating on MDM and information governance. Themajority of its MDM experience is with large enterprises and it has partnerships with IBM,Informatica, Reltio, SAP and Stibo Systems. It also has significant MDM experience with SAPHybris, IBM (InfoSphere MDM Advanced Edition and InfoSphere MDM Standard Edition),Informatica (PIM, MDM, and Cloud Customer 360), Oracle (Product Hub EBS and Siebel UCM),Orchestra Networks, Reltio, Riversand and Stibo Systems.

Infoverity has developed industry-centric starter templates for party and product solutions, as wellas framework assets to accelerate MDM solutions' time-to-value and to reduce project risks.Infoverity offers hosting through national providers and managed services for their clients for MDMand PIM solutions. The company has also developed a cross-functional process and integrationdesign framework for mastering, editing and querying master data assets. It has also developed atesting framework established for use with agile MDM. Also, Infoverity has developed industrysolutions for Basel Committee on Banking Supervision 239 (BCBS 239) compliance and riskaggregation reporting in financial services, and healthcare organization/healthcare professional(HCO/HCP) hierarchy management in the healthcare provider vertical.

Jibes

www.jibes.nl

Headquarters: Houten, The Netherlands


Regions: EMEA

Top industries: Retail, financial services, and healthcare

Top data domains: Product (sell-side) and customer



http://www.infoverity.com/

http://www.jibes.nl/

Jibes is an EMEA-focused specialist consulting firm that concentrates on a partnership with IBM forthe InfoSphere and Watson product portfolios. It also has a partnership with Stibo Systems. Itprovides MDM services through its data integration and governance practice. The vast majority ofits MDM experience is with large organizations.

Jibes's implementation experience is focused on the InfoSphere MDM Collaborative Edition solutionfor MDM of product data, but it also has experience with both the Standard and Advanced Editionsolutions for MDM of customer data. Jibes also has some experience (though less than with IBM)with SAP's MDG-M and the Informatica PIM solution. It has developed several assets for use withIBM Collaborative Edition: data modeling and integration tools, a supplier portal UI and adevelopment framework to enable a 360-degree view of product through Watson Explorer.

Knowledgent

www.knowledgent.com

Headquarters: Warren, New Jersey, U.S.



Top industries: Financial services, healthcare and life science manufacturing



Knowledgent is a data and analytics consultancy that provides MDM strategy and implementationservices under its broader portfolio of data foundation modernization services. The majority of itsMDM experience is with large enterprises, although it has also done some work with midsize firms.Knowledgent has formal partnerships with Informatica, IBM, Kalido, Reltio, Talend, and TIBCOSoftware. It also has significant MDM experience with IBM (InfoSphere MDM Advanced Edition,InfoSphere MDM Standard Edition, and InfoSphere MDM Enterprise Edition), Informatica MDM,Reltio, SAP (MDG-C), Talend and TIBCO Software.

Knowledgent has developed a platform that uses MDM to curate data for data lakes. It has alsodeveloped MDM accelerator packs for governance and operations and standard MDM developmenttemplates for IBM and Informatica.

L&T Infotech

www.lntinfotech.com

Headquarters: Mumbai, India



http://www.knowledgent.com/

http://www.lntinfotech.com/


Top industries: Financial services, energy and utilities and oil/gas/chemical process and resourcemanufacturing.

Top data domains: Others (location, and chart of accounts), direct and indirect material (MRO)


L&T Infotech is a global SI with a MDM practice housed within its larger business intelligence (BI)and data warehouse offering. It has MDM experience, mainly with large enterprises. The companyhas partnerships with IBM, Informatica, Oracle, SAP, Talend, and TIBCO Software. It also hasexperience with Informatica MDM, Oracle (Customer Hub EBS, Product Hub EBS, Siebel UCM,Product Hub Cloud and Fusion Customer Data Management).

L&T Infotech has developed a solution framework to provide data quality and a technology-neutralMDM strategy/development framework with reusable components and customizable solutions. Ithas also developed an in-house custom MDM solution with significant implementation experience.

LumenData

www.lumendata.com

Headquarters: Santa Clara, California, U.S.



Top industries: Retail, financial services, and high-tech manufacturing



LumenData is a specialist consulting firm with a concentration on MDM and other informationmanagement disciplines. The majority of its MDM experience is with large enterprises, although ithas also done some work with small and midsize firms. The company has partnerships with IBM,Informatica, Oracle, Reltio and Talend. It also has MDM experience with IBM (InfoSphere MDMEnterprise Edition and InfoSphere MDM Server), Informatica MDM, and Oracle (Siebel UCM andFusion Customer Data Management, DRM/DRG, and Oracle Customer Hub EBS).

LumenData has developed hub solutions based on Oracle for spend monitoring, B2B solutions andhigher education, as well as solutions to integrate Oracle Customer Hub with Oracle CRM onDemand and Salesforce. It has also developed a predictive analytics solution combining personallyidentifiable information (PII) data in MDM with third-party data to make business predictions forbusiness-to-consumer (B2C) enterprises. It has also built a B2B cross-sell and prospecting solutionbased on Fusion MDM and Oracle Data as a Service (DaaS) for Customer and other Oracletechnologies.


http://www.lumendata.com/

Luxoft

www.luxoft.com

Headquarters: Zug, Switzerland

Engagement experience: 100% implementation


Top industries: Financial services

Top data domains: Customer and product (sell-side)


Luxoft is an IT services company providing end-to-end data management solutions. Luxoft'soffering is focused on IT systems implementation, IT maintenance and operations, and dataoperations. It has MDM experience with large enterprises and a formal partnership with significantMDM implementation experience for Informatica MDM. In February 2015, Luxoft acquired U.K.-based system integrator and consultancy Excelian, which expanded their reference data footprintinto Asia/Pacific and increased it in North America and EMEA.

The company has developed a custom MDM application and custom code for Informatica MDMfunctionality for financial instruments (listed derivatives, index and fixed income), book projects, andlegal entities for banks and financial services. The company has also developed custom MDMsolutions using Java, Informatica and webMethods (Software AG), and has a lab ecosystem to testMDM solutions, develop proof of concepts (POCs) and a training/supply chain engine that can scaleto a client's MDM requirements.

Myers-Holum

www.myersholum.com

Headquarters: New York City, New York, U.S.



Top industries: Financial services, oil/gas/chemical process and resource manufacturing andhospitality



Myers-Holum is a U.S.-based specialist consulting firm that provides information management andanalytics services. It has an implementation partnership with Informatica that encompasses the


http://www.luxoft.com/

http://www.myersholum.com/

Informatica MDM, PIM, and Cloud Customer 360 solutions, though the vast majority of itsexperience is with Informatica MDM. The vast majority of its MDM experience is with largeorganizations.

Myers-Holum has created implementation templates for the customer, product (security), andemployee domains for financial services, and for the customer, product and asset (property)domains for the hospitality industry. In addition, it has developed proprietary tools to facilitatemetadata integration between business glossaries, the MDM logical data model and the physicalimplementation of MDM. Myers-Holum has also constructed templates to facilitate informationgovernance implementations.

Serene

www.serenecorp.com

Headquarters: Santa Clara, California, U.S.



Top industries: Financial services, media and life sciences

Top data domains: Customer, other party and others (chart of accounts and reference data)


Serene is a U.S.-based specialist consulting firm focused on application and informationmanagement, with a distinct master data management practice area. The majority of its MDMexperience is with large enterprises, although it has also done some work with midsizeorganizations. Serene has formal partnerships with Oracle, Informatica, Orchestra, Reltio, Semarchyand Stibo. Serene has concentrated experience with several Oracle MDM solutions, in particularOracle Siebel UCM. It also has some more limited experience with Informatica MDM and OrchestraNetworks' EBX5.

Serene has created frameworks to optimize MDM implementation for environments such asmarketing and omnichannel sales, a maturity model-based delivery framework for MDM,assessment and facilitation templates for information governance, and frameworks for specific usecases of Oracle DRM. It has also developed technology assets such as adapters for Salesforce forOracle Siebel UCM, and data quality capabilities via third-party providers in Oracle environments.

Softpath System

www.softpath.net

Headquarters: Norcross, Georgia, U.S.



http://www.serenecorp.com/

http://www.softpath.net/

Regions: North America and Latin America

Top industries: Financial services, public sector and high tech manufacturing



Softpath System is a U.S.-based specialist consulting firm focused on application and informationmanagement, with a distinct master data management practice area. The majority of its MDMexperience is with large enterprises, although it has also done some work with midsize and smallorganizations.

Softpath System has formal partnerships with Informatica, IBM, and Oracle, for all MDM andapplication data management (ADM) solutions from those vendors. Its implementation experience islimited to Informatica MDM and IBM InfoSphere MDM Advanced Edition, with a significant majorityfocused on the former.

Tata Consultancy Services

www.tcs.com

Headquarters: Mumbai, India



Top industries: Retail, financial services and life science manufacturing.

Top data domains: Product (sell-side), customer and direct material.


Tata Consultancy Services (TCS) is a global SI concentrating on information management (includingMDM and information governance) under its BI and performance management practice. Themajority of its experience is with large enterprises, although it has also done some work with smalland midsize firms. TCS has partnerships with IBM, Informatica, Oracle, SAP, Riversand, Stibo andTIBCO Software. The company has substantial experience with IBM (InfoSphere MDM AdvancedEdition, InfoSphere MDM Collaborative Edition and InfoSphere MDM Standard Edition), InformaticaMDM, Oracle (Customer Hub EBS, Product Hub EBS and Siebel UCM), Riversand, SAP (MDG-C,MDG-M, MDG-S and NetWeaver MDM), Stibo and TIBCO Software.

TCS has developed consulting frameworks for MDM around business case development, maturityassessment and solution evaluation and information governance. The company offers vertical-specific MDM assets for the telecommunications, retail, banking and oil and gas industries. TCSalso has product-specific frameworks and templates for IBM, Informatica, Oracle, SAP, Stibo andTIBCO Software.


http://www.tcs.com/Pages/default.aspx

Utopia

www.utopiainc.com

Headquarters: Mundelein, Illinois, U.S.



Top industries: Healthcare, oil/gas/chemicals/process/resource industries manufacturing andenergy and utilities.

Top data domains: Indirect materials (MRO), customer and supplier


Utopia is a specialist consulting firm concentrating on providing information management solutionsin SAP environments. It has substantial experience with SAP MDG-C, MDG-F, and MDG-M, as wellas SAP NetWeaver MDM.

Under its partnership with SAP, Utopia has developed MDM assets for the automotive (supplier andmaterial), consumer packaging (customer, material, finished product, regulatory compliance),chemicals (material, supplier customer), energy (material, financial, equipment, asset, material), lifesciences (regulatory compliance) and transportation (asset) industries. Utopia has also developed acustomer MDG solution for the enterprise asset management domain, which was released inNovember 2014.

Virtusa

www.virtusa.com

Headquarters: Westborough, Massachusetts, U.S.


Regions: EMEA, North America and Asia/Pacific

Top industries: Telecom, financial services and healthcare

Top data domains: Customer, product (sell-side) and other party


Virtusa is a global SI with MDM and information governance offerings housed under its EIMpractice. The majority of its MDM experience is with large enterprises, although it has donesubstantial work with midsize firms and some MDM engagement with small firms as well. Virtusahas MDM implementation experience with IBM (InfoSphere MDM Server), Informatica MDM, Oracle


http://www.utopiainc.com/

http://www.virtusa.com/

(Product Hub EBS) and Talend MDM. It also has formal alliances with IBM, Informatica, Oracle andTalend.

It has developed MDM and governance assets such as a design methodology to align stakeholdersand accelerate business benefits, a modeling framework for customer data including preconfiguredbusiness rules, and a toolkit for modeling complex product portfolios. The company has alsodeveloped assessment methodologies for MDM, information governance and data quality. It is alsodeveloping a customer value management solution for telecom and banking, financial services andinsurance (BFSI) clients that will assist with customer profiling, cross-sell and upsell opportunitiesand effective customer churn management.

Wipro

www.wipro.com

Headquarters: Bangalore, India



Top industries: Oil/gas/chemical process and resource manufacturing, life science manufacturingand financial services

Top data domains: Customer, supplier and indirect material (MRO)

Dedicated MDM full-time equivalents (FTEs): 1,005

Wipro is a global SI providing MDM and information governance solutions from its analytics andinformation management practice. The majority of its MDM experience is with large enterprises.Wipro has formal partnerships with Agility Multichannel, IBM, Informatica, Microsoft, Oracle,Orchestra Networks, Pitney Bowes Spectrum MDM, Reltio, Riversand, SAP (including hybris), SAS,Software AG, Teradata, TIBCO Software and Talend. It also has substantial MDM experience with allIBM InfoSphere MDM products, Informatica (MDM and PIM), Kalido, Microsoft, Oracle (CustomerHub EBS, Product Hub EBS, Siebel UCM, Site Hub, Supplier Hub and DRM/DRG), OrchestraNetworks, Riversand, all SAP MDM products (including hybris), SAS MDM, Teradata, TIBCOSoftware and Winshuttle.

Wipro has developed MDM assets for customer and product data for high-tech manufacturers, legalentities for financial services, multidomain for retail, and service master data for oil and gas, industryneutral solutions for reference data, and the supplier data domain. Wipro offers frameworks forMDM strategy and blueprinting, MDM tool evaluation, business case development, processanalysis, information governance, and managed MDM services (business process outsourcing). Ithas patents in MDM reference architecture and information management, and has set up an MDMleadership council for its customers for sharing industry best practices and leveraging experiences.The company has also created frameworks to facilitate MDM for big data and MDM as a service.


http://www.wipro.com/

Capabilities Summaries

Figures 1 to 4 represent the capability summary of each MDM ESP listed in the RepresentativeVendors section by Region, Domain, Industry and MDM software product. The data represents the12 months ending in November, 2015.

For further clarification, refer to the explanation in the Representative Vendors section.


Figure 1. Region and Data Domain

GBS = Global Business Services; MRO = maintenance, repair and operation

Source: Gartner (February 2016)


Figure 2. Industry

ESP = external service provider; GBS = Global Business Services



Figure 3. Software Product (Part 1)

CDH = Customer Data Hub; EBS = E-Business Suite; ESP = external service provider; GBS = Global Business Services; MDC = MasterData Center; MDM = master data management; MDS = master data services; PDH = Product Data Hub; PIM = product informationmanagement; UCM = Universal Customer Master



Figure 4. Software Product (Part 2)

CDH = Customer Data Hub; DRM/DRG = Data Relationship Management/Data Relationship Governance; EBS = E-Business Suite; ESP =external service provider; GBS = Global Business Services; MDC = Master Data Center; MDM = master data management; MDS = masterdata services; PDH = Product Data Hub; UCM = Universal Customer Master



Market RecommendationsMDM is a complex discipline requiring long-term planning and close integration between IT andvarious business units. Moreover, the MDM software market is complex and largely characterized byspecific segments focused on particular master data domains (for example, customer/party,product/thing, or location/site). Because of this complexity, many organizations planning to executeMDM programs have reported gaining significant traction and momentum by using ESP partners.This is particularly useful in organizational environments constrained by bandwidth or organizationalissues, or lacking the appropriate expertise required to execute a holistic MDM programsuccessfully.

Data and analytics leaders and MDM program leads looking to leverage the expertise of ESP firmsto kick-start or accelerate their MDM initiatives should:

■ Use the techniques described in "Best Practices in MDM: How to Evaluate and Engage ExternalService Providers" to effectively partition ESP work and maintain control of the overallengagement.

■ Perform a thorough assessment of your internal MDM capabilities to determine which ESPengagement model is most suitable for your MDM programs from the skills, funding andbandwidth perspectives.

■ Evaluate and engage an ESP for MDM based on its experience in your vertical industry andrequired data domains. Determine what, if any, applicable industry solution, templates, or otheraccelerators the ESP has developed. If direct industry experience is unavailable, consideradjacent industries.

■ Consider an ESP based on its MDM software implementation experience only if your MDMstrategy is complete, or you intend to use an MDM software solution based on other factors,such as an enterprise-level software vendor relationship. This will prevent the software vendor'sspecific capabilities from influencing or affecting your overall MDM strategies.

■ Carefully evaluate your mix of vendor partnerships, domain experience and the number of MDMESP firms that you are willing to engage with for their MDM programs by leveraging thecapability summary tables in the Representative Vendors section.


Acronym Key and Glossary Terms

ADM Application data management (ADM) tools solely perform data management functions for use in aspecific business application's or application suite's data. These solutions require the presence ofthat specific business application or suite to function, may store data locally in that businessapplication/suite, or remotely, and will operate on all data in use by that application/suite includingshared master data.

MDM Master data management (MDM) is a technology-enabled discipline in which business and IT worktogether to ensure the uniformity, accuracy, stewardship, semantic consistency and accountabilityof the enterprise's official, shared master data assets. Master data is the consistent and uniformset of identifiers and extended attributes that describes the core entities of the enterprise, such ascustomers, prospective customers, citizens, suppliers, sites, hierarchies and the chart ofaccounts.

ESP An external service provider (ESP) is a firm that provides consulting and staffing services focusedon developing and/or supporting IT-based or operations-based disciplines or processes (such asinformation governance and/or MDM) for client organizations. By contrast, business consultingfirms generally assist client enterprises with developing an overall vision of the future state of theorganization. This vision encompasses broader topics such as marketing strategy and operationalexcellence, which may in turn be used to initiate an MDM program.

Gartner Recommended ReadingSome documents may not be available as part of your current Gartner subscription.

"Best Practices in MDM: How to Evaluate and Engage External Service Providers"

"The Seven Building Blocks of MDM: A Framework for Success"

"The Five Vectors of Complexity That Define Your MDM Strategy"

"Magic Quadrant for Master Data Management of Customer Data Solutions"

"Magic Quadrant for Master Data Management of Product Data Solutions"

"Why You Will Probably Need More Than One Master Data Management Vendor"

"Hype Cycle for Enterprise Information Management, 2015"

"Toolkit: A Program Manager's Guide to MDM"

"Market Definitions and Methodology: IT Services"

Evidence

A dedicated survey was transmitted to 51 ESP firms identified through regular Gartner interactionswith clients, event attendees and software vendors. Additionally, vendor briefings and other


structured surveys of software vendor customer references (as part of the master data managementMagic Quadrant research process) were used.

The companies listed in this research represent the qualified respondent base for this dedicatedsurvey. The survey included data points for revenue, dedicated and aligned FTE counts andexperience by client enterprise revenue segment, vertical industry sector, geographic region, masterdata domain, and MDM software product (indicating formal alliances, as appropriate). Therepresentative vendor table and the capability summary tables have been prepared from the resultsof this dedicated survey.

Note 1 Organization Size

For the purpose of this research, organizations are defined as follows:

■ Large organizations are those with annual revenue more than $1 billion.

■ Midsize organizations are those with annual revenue between $250 million and $1 billion.

■ Small organizations are those with annual revenue less than $250 million.


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