Failing to Plan is Planning to Fail Best Practices in Technology Support Service Strategies - Certification Showcase Bob Galley – Senior Director, Customer Support November 9, 2005

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Page 10 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. A Plan Is…  Not For:  Ignoring  Locking Up In A File Cabinet  Planning Experts  Is For:  Us!  Achievement Of Strategic Objectives  Guidance  A Living Document That Needs To Shuck And Jive  But, Tough To Get Our Arms Around

Page 11 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. How Many of You Have … ?  Strategic Planning Responsibility  Project Management / Leadership Responsibility  Project Task / Execution Responsibility  Project Reporting Responsibility  No Project Responsibility  Project Irresponsibility

Page 12 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc Company founded SSPA STAR Hall of Fame Award: Five years of Customer Support Excellence “Company to Watch” (Intelligent Enterprise Magazine) Integration Solution Packages IPO – Frankfurt Stock Exchange First Mainframe 4GL First Mainframe Database developed by Peter Schnell Introduced First XML Server First Service Broker for Distributed Applications Winner of 14 Readers Choice Awards (XML / Web Services Journal) 100-Honoree (CIO Magazine) First Platform Independent Language Revenue increases 6% SCP Support Certification achieved for 7 th year in a row First Database to utilize IBM’s 64 bit Virtual Storage Architecture for Mainframe “Global Market Leader for XML Servers” (IDC) Software AG: 36 Years Heritage of Technology Leadership

Page 13 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. 3,000 Mission-Critical Customers Worldwide Media & TelecommunicationsRetail & Manufacturing Public Institutions Transport & LogisticsFinance

Page 14 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc.  Tie Together:  Customer Needs  Resources  Budget  Initiatives: Company, Support  Interlock within / across organizations, partners  Projects  Key Performance Indicators: Targets/Actuals  Accountability  Motivation  Reward  Competition Why a Plan?

Page 15 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Software AG Customer Support Planning Process

Page 16 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Software AG Customer Support: Competitive Differentiators  Rock-Solid Mission Critical Customer Support History  Interlock Across Software AG Sales, Services, R&D Teams  Robust Web Knowledgebase & Self-Support Process  24x7 Live Consultation With Product Experts  Industry-Leading Responsiveness, Status, Resolution Rates  In-Depth Problem Research, Replication, Testing  Full-Time Customer Escalation / Crisis / Support Issue Managers  Premium Technical Acct Manager Support with Priority Handling & Proactive Services  Seven Years of Support Industry Best Practices Audit / Certification  Five Support Industry Awards for High Quality  Customer Satisfaction Goaled and Driven  Direct, Ongoing Dialog with SAGGroup Executive Committee

Page 17 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. What Feeds The Plan: Support Business Drivers  Company Initiatives / Directives  Industry Initiatives  Support Initiatives  Customer Surveys  Employee Surveys  Key Performance Indicators  Technology Requirements / Plan  Training Requirements  Product Release Plans  Staffing Plans  Support Model  Process Needs  P&L Dynamics And of course…  SCP Audit Report

Page 18 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Planning Components  Key Strategies  Actionable Initiatives & Projects  Three Year Plan  Current Year Project Plan  Next Year Plan  Third Year Plan  Continuous Plan Review, Mods  Annual  Monthly Corporate Commitment & Strategy CustomerFeedback ServiceDeliveryProcesses PerformanceMetrics TrainingPrograms PeoplePrograms ProductivityTools ElectronicServiceDelivery Total Quality Management R&DInterface Sales & ServicesInterface

Page 19 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Continuous Planning Cycle Business Drivers Strategies Projects Annual Plan Update Current Year Next Year Third Year Monthly Plan Review, Mods Release Plans P&L Dynamics Industry Initiatives Customer Surveys Employee Surveys Technology Plan SCP Audit Report Resources Budget KPIs Competition Customers  Key Strategies  Actionable Initiatives & Projects  Three Year Plan  Current Year Project Plan  Next Year Plan  Third Year Plan  Continuous Planning Process  Annual  Monthly Annual Individual Performance Evaluation

Page 20 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Key Strategies – Boil Down The Business Drivers Key Strategies  Resources  Budget  Initiatives  Interlock  Projects  KPIs  Accountability  Motivation  Reward  Competition  Customers  Industry Initiatives  Customer Surveys  Employee Surveys  Technology Plan  Training Requirements  Product Release Plans  Staffing Plans  Support Model  Process Needs  P&L Dynamics  SCP Audit Report

Page 21 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Key Strategies – Build Focus  Ownership  Accountability  Visibility  Communication Business Drivers Strategies Examples  Employees as Assets  Self Service  Content Management  Corporate Strategies  Operations  Workload Optimization

Page 22 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Build Actionable Projects / Initiatives  Importance  Ownership  Resources  Description  Business Need / Justification  Requirements  Timeframe / Schedule Strategies Projects

Page 23 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Build Current Year Plan  Finalize  Ownership  Priority  Schedule  Resource Definition  Project Management System  Coordinate with  Business Owners: Sales, Professional Services …  Resource Owners  Service Providers: IT, Marketing, Product Mgmt, Engineering …  Report to  Executives  Support Team Projects Current Year Plan Current Business Drivers Annual Plan Update

Page 24 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Build Year Two & Three Plans  Long-Term View  Strategic, Directional Focus  Industry  Company  Support  Two Year Plan  Strategies, Initiatives  Third Year Plan  Strategies, Directions Current Year Plan Year Two Plan Year Three Plan Current Business Drivers Annual Plan Update

Page 25 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Annual Planning Events  Six Month Checkpoint - July  Review Business Plans / Initiatives / Conditions / Results  Update Current Year Plan - Projects  Update Next Year Plan – Initiatives  Annual Planning Retreat – November  Key Strategies  Actionable Projects  Current Year Plan – Finalize This Year’s  Current Year Plan – Build Next Year’s From Next Year Plan  Build Next Year and Third Year Plans  End of Year Planning Sessions  Review Operational Results  Set Targets / KPIs  Finalize Ownership, Priorities, Schedule, Communication Current Year Plan (This Year) Current Year Plan (Next Year) Year Two Plan Year Three Plan Current Business Drivers Annual Plan Update

Page 26 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Monthly Planning Review  Leadership Team Joint Review  Initiative / Project Owners Deliver Project Control System Updates Prior to Meeting Status & Outlook for each active Project Brief Project Accomplishment Report  Joint Re-evaluation & Decision on Each Project Direction, Scope, Priority, Schedule  1-1 Bi-Weekly Meetings: Manager & Sr. Director  Monthly Project Review  Accountability, Issue Mgmt, Schedule Mgmt  Current Year Plan Adjustments Whenever Needed  Strategy  Priority  Scope  Schedule Current Year Plan Current Business Drivers Current Year Plan

Page 27 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Individual Performance Review  Individual Accountability  Manager Ownership: Initiatives & Projects Tasks Can be Delegated  Project Completion with Deliverables  Defined Objectives Met  On Top of Their Day Jobs  360 Degree Review Process  Manager’s Team Members  Manager’s Peers  Manager’s Self Evaluation  Manager’s Manager Current Year Plan Current Business Drivers Individual Performance Review

Page 28 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Continuous Planning Cycle Business Drivers Strategies Projects Annual Plan Update Current Year Next Year Third Year Monthly Plan Review, Mods Release Plans P&L Dynamics Industry Initiatives Customer Surveys Employee Surveys Technology Plan SCP Audit Report Resources Budget KPIs Competition Customers Annual Individual Performance Evaluation

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Page 30 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Tips  Be Firm on Ownership & Accountability  Be Flexible on Dates and Scope Whenever Possible  Share, Share, Share  Objectives, Roadblocks, Issues, Solutions  Celebrate, Celebrate, Celebrate  Completions, Accomplishments  Communicate, Communicate, Communicate  Results, Benefits