Business ObjectsWorldwide Services Accelerate and Maximize Your Business Intelligence Deployment

Comprehensive Services to Support the Enterprise

1

Mitigate Risk

Business Objects will work with you so that your

current and future application and solution

deployments are successful. Our support and services

teams come equipped with BI expertise, best

practices, and a wide range of experience within

multiple industries. We can provide you with single-

vendor accountability and the knowledge and skill you

need to drive results.

Accelerate Time to Benefit

You’ve achieved the necessary buy-in to deploy

powerful BI capabilities that allow you to track,

understand, and manage your critical business data.

Now you need to ensure that your organization

maintains momentum and reaps full benefit from its

new BI system.

Business Objects has a full range of focused services—

based on a proven approach to BI—so that you receive a

rapid delivery of measurable business value, lowered

total cost of ownership (TCO), and maximized user

adoption.

At Business Objects, we know the goals of your

business intelligence (BI) implementation—rapid

business value, demonstrable ROI, and increased user

adoption.

And that's why we offer a comprehensive services

and support offering to our customers around the

world. Our global network of BI technology experts

provides a vast array of services to help you

empower users, mitigate risk, and accelerate time to

benefit.

Empower Users

Empower both your technical and business users by

providing them with the right skills, support, and

knowledge to effectively use BI, improve their ability

to make decisions, and maintain a successful

deployment. Our support and services teams will

guide you through any issues you might have, help

you deploy BI solutions, and share pertinent

knowledge throughout the entire product lifecycle.

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Services

Business Objects worldwide services providedeployment, implementation, training, andsupport services across the entire Enterprise 6product line.

Proven Methodology

2

customers, we created the BI Success Model to outline

the critical functions that drive successful BI

initiatives. This framework brings everyone together

with the understanding needed to quickly and

successfully meet your specific business needs.

Proven Best Practices

Our library of repeatable best practices contains the

processes, tools, and techniques that ensure quality

delivery of capabilities across the BI Success Model,

our conceptual model of the critical capabilities that

drive BI success.

Our iterative approach ensures rapid delivery of

functionality and provides the best environment to

facilitate knowledge transfer to your team.

Each phase of delivery is tightly managed and

controlled, following Project Management Institute

(PMI) standards, to ensure you receive the highest

quality implementation in the most efficient manner.

Developed from the ground up to generate successful

product deployments, the BI Solution Accelerator

provides a common approach to planning, delivering,

and standardizing your BI solution.

Methodology Phases and Key Processes

� Scope: Develop a clear understanding of whatneeds to be achieved, by which resources, andwithin what timeframes.

� Design: Prepare your system to meet businessneeds and technical requirements beforedeployment.

� Build: Collaboratively build and test withtechnical and end-user communities.

� Deploy: Go live in a pilot phase or fullproduction and execute technical and end-usereducation plans.

� Evolve: Continue to mature your BI solutionafter our consultants have left.

BI Success Model

Business Objects Professional Services provides

customers with highly experienced engagement

management resources, technical architects, and

strategic system and education planners. Based on the

implementation experiences of thousands of

BI Solution Accelerator

BuildBuild

Deploy

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Deploy

Scope Design

Evolve

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Take advantage of the proven BI Success Model.

Measurable Results

Behavioral Change Mgmt Process Change Mgmt ROI Analysis

Data Driven Decision MakingPerformance Management

Reporting Query and Analysis

Organizational Readiness Technical Readiness

Vision &Strategy

Organization& Culture

SkillsDevelopment Infrastructure Data

BI Success ModelBI Success Model

3

Consulting Services

Deliver Quality Solutions

We deliver quality BI solutions through our consistent

processes, tools, and techniques. By applying the

proven BI Solution Accelerator methodology to BI

system deployments, you can quickly benefit from a

scalable, high performance platform upon which to

grow user populations and extend deployed

functions. Business Objects consultants can show you

how to make better use of your existing BI systems.

Our professional services organization works with

you to facilitate knowledge sharing and skill tracking.

This way you can truly benefit from a world-class

professional services team when you deploy your BI

system.

Standardize your Services Investment

Business Objects offers a range of consulting services

that include first-time project consulting, full

implementations, and standardization and

enhancement services. So we can help you reduce

your TCO by enhancing control and data consistency,

or by integrating small BI solutions within a

standardized infrastructure. You can also extend

system functions and performance, or migrate your

technology to the latest platform.

Business Objects is a full solution provider with

extensive experience in multiple business

environments. And our customers know that the

Business Objects professional services team is

committed to their success.

It can be complex to plan, deliver, and standardize on

a business intelligence system. We’ll help you choose

and implement the most economical and scalable mix

of software, services, and processes to meet your

immediate and/or long-term business needs.

Plan Your Deployment

Business Objects consultants have in-depth

experience with our entire product suite, and the

project management experience to successfully

deploy large, global BI systems. Our consultants can

develop both strategic and issue-specific project plans

to rapidly meet your BI goals and deliver a successful

deployment plan for effective product use. These

consultants have core competencies in several

key areas:

� Customer intelligence

� Enterprise performance management

� Enterprise business intelligence

� Migration from earlier versions ofBusinessObjects™ and from other BI systems

� Organizational data integration andwarehousing

� Deployment and custom development ofanalytic applications

Business Objects can develop a user interface that is easy to use,maintain, and manage to keep down total cost of ownership.

4

Education Services

Whether you need training for one or 10,000—take

advantage of courses that are crafted to accelerate

learning and empower users with the knowledge and

skills they need to be productive and self-reliant. We

can quickly and efficiently train entire teams of

project personnel, support staff, and business users.

We assess your requirements, propose the most

economical plan, and tailor delivery.

Accelerate Time to Value

Business Objects training acts as a value accelerator—

helping you develop the right skills within your

organization for self-reliance and empowered

decision-making. With our full set of education

services, you can anticipate faster user adoption,

proficiency, and greater use of features, resulting in

accelerated ROI. To help you achieve maximum

results, we will work with you to design a training

plan for both your IT and business users—giving

them exactly what they need to do their jobs now

and in the future.

Maximizing Adoption and Self Sufficiency

Business Objects will develop a training plan that is

tailored to your organizational goals and

requirements to accelerate the learning cycle and

allow users to make best use of their Business Objects

capabilities faster. The plan outlines the training

courses, methods, and strategies you need to ensure

effective product use, enable successful deployment,

get the most out of our product expertise, and avoid

pitfalls and other issues.

Training Plan Development

We will recommend the best way to train your

implementation team to set up, maintain, and

optimize your BI system to meet business

requirements so your end users learn to effectively

use and adopt BI to improve their decision making.

And as users become proficient with Business

Objects products, they can continue to benefit from

continuous learning on a variety of topics to keep up

with the evolution of the products and continue to

maximize the value they get from BI.

BusinessObjects Knowledge Accelerator

We can help raise user adoption with BusinessObjects

Knowledge Accelerator, a customizable, web-based

learning and performance support solution that

allows you to meet the specific needs of your

organization. Knowledge Accelerator is flexible,

modular, learner-centric, and delivered directly to

user desktops. It's divided into different tutorials and

quick reference material based on different learning

objectives, business processes, and tasks, allowing

you to focus only on the products, features, and

concepts you need to know.

Knowledge Accelerator: maximizing value through relevant learning.

Provide context for why youwould want to perform the task.

Callouts to highlight howto perform the task.

Use your own datafor relevance.

Pick up where you left offor skip to specific tutorials.

Support Services Overview

5

To maximize the return on your BI investment, you

require support services that are 100% committed to

your success.

Choose from a range of support services providing

the resolution, responsiveness, access, and expertise

that best meet your needs. Regardless of the support

plan you choose, our worldwide team of experienced

support engineers is committed to working with you

to diagnose and resolve problems quickly and

effectively.

Resolve

Our experienced, solution-focused engineers will

quickly resolve your issues by escalating to—and

working closely with—our research and

development teams as needed. Our extensive online

knowledge base, forums, documentation, sample

applications, and tips and tricks allow you to find

fast answers to your questions.

Access

Make the most of phone and online access to our

global network of regional support centers. Our

technical specialists speak your language, provide

support during your local business hours, and

respond to your emergency issues 24 hours a day, 7

days a week.

Ensure

With our support services, you will attain maximum

benefits from our solutions and optimize your

operational performance. And the latest updates of

our new features and bug fixes provide ongoing

value.

“Tech support has come through for us timeand time again, which is a huge perk becauseunresolved problems lead to major decreasesin business performance. We receive rapid

responses and quality solutions from Business Objects.”

Fairchild Semiconductor International, Inc.

Premium Support

For large organizations with mission-critical

deployments that require reactive and proactive

technical support, BusinessObjects Premium Support

provides the most comprehensive support services

available. We offer personal attention from a technical

account manager, quarterly reviews on your BI

environment, emergency on-site support, and other

services that provide you with the assurance you need

to know your issues will be quickly addressed and

resolved.

Elite Support

Designed for the organization needing flexible and

cost-effective support, BusinessObjects Elite Support

provides you with a dedicated team of engineers, fast

track access to support, and 24/7 emergency support

for your mission critical technical support issues.

Standard Support

BusinessObjects Standard Support gives you phone

and online access to the expertise that your

implementation needs to operate efficiently, as well as

the online resources you want so that your BI systems

are always optimized. With Standard Support, you

receive the most essential support services, and the

flexibility to grow with your needs in the future.

Ensuring Maximum Business Benefit

6

Regardless of the size of your organization, services

are a critical success factor in the BI solution

deployments. Tailored to fit the needs of any

organization, our global network of BI technology

experts will provide you with a vast array of services

allowing you to empower your employees, mitigate

your risk, and accelerate your time to benefit.

With our proven approach to BI and a complete range

of services and support, you can obtain the maximum

business benefit from your BI deployments. To learn

more about how services and support can work for

you visit: www.businessobjects.com/services or

contact your account manager.

A Track Record of Success

Founded in 1990, Business Objects pioneered the

modern BI industry by inventing a patented semantic

layer that insulates users from the complexity of

databases. Today, Business Objects products are used

around the world, and available in 13 languages.

Millions of users in over 24,000 organizations and in

more than 80 countries rely on our products. In

tandem with our hundreds of global business

partners, we stand ready to meet your business

intelligence needs.

We understand that IT and business departments

today are faced with the dual challenge of stretching

budgets to their limit, while maximizing the value for

the money spent on consulting, training, and support

services. Further, we recognize that you'll only sign

up for future business with us if you're happy with

the results of your next project.

With that in mind, Business Objects worldwide

services offerings are based on a framework that

focuses on rapid delivery of measurable business

value, maximizing user adoption, and lowering total

cost of ownership. Our professional services and

support organizations can help you meet your BI

goals faster and more efficiently.

“Training and performance support mustreflect the learning needs critical to meeting

stated business objectives. Organizationsshould realize that if those objectives involve

using a new application and/or businessprocess, the proficiency and skill with which

people can perform their jobs using thetechnology and/or business process can meanthe difference between organizational success

and a wasted investment.”

IDC, “Training Efforts Drive Enterprise Application Success,” October 2002

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The Business Objects product and technology are protected by US patent numbers 5,555,403; 6,247,008; 6,578,027; 6,490,593; and

6,289,352. The Business Objects logo, the Business Objects tagline, BusinessObjects, BusinessObjects Broadcast Agent, BusinessQuery,

Crystal Analysis, Crystal Analysis Holos, Crystal Applications, Crystal Enterprise, Crystal Info, Crystal Reports, Rapid Mart, and

WebIntelligence are trademarks or registered trademarks of Business Objects SA in the United States and/or other countries. Various

product and service names referenced herein may be trademarks of Business Objects SA. All other company, product, or brand names

mentioned herein, may be the trademarks of their respective owners. Specifications subject to change without notice. Not responsible for

errors or omissions. Copyright © 2003 Business Objects SA. All rights reserved.

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