Objectively Measure IT Performance & Drive Systematic IT Improvement
Harness the Insight & Experience trusted by over 20,000 IT Professionals since 1997
As an Info-Tech member, our job is to enable you.
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3.8 4.0 4.3 4.5 4.8 5.0 5.3 5.5 5.8 6.0 6.3 6.5 6.8 7.0 7.3 7.5 7.8 8.0 8.3 8.5 8.8 9.0 9.3 9.5 9.8 10.0
Satisfaction with IT
Managing IT properly is no walk in the park.
Only 28% of stakeholders are in support of their IT Departments
84% 58% 68%of firms score below
80% on averageIT Satisfaction
of all IT stakeholders look externally for IT products & services
without consulting IT
of CIOs are unsure about what their CEO
expects from IT
We give our clients measurable year-over-year improvement.
22%
25%
31%
13%
9%
<1%
1-4%
5-9%
10-19%
20%+
Percent of Organizations
Satis
fact
ion
Impr
ovem
ent
53% of clients moved at least 20% closer to a perfect score
The lowest net satisfaction change was -3%
From 92% to 89%... who are we to judge!
With no compass and everyone rowing on their own, your IT department is heading in all directions but forward.
Use Info-Tech’s
Data-Driven Insight Program to systematically drive IT improvement.
Step 1Move from a subjective to objective measurement of IT performance.
DATA-DRIVENINSIGHT PROGRAM
Objectively Measure IT Performance & Drive Systematic IT Improvement
Step 2Use data to decide which IT issues really matter.
Step 3Task your team members with owning IT processes.
Step 4Build and deploy key initiative plans for your team.
Step 5Accelerate your key projects with Methodologies and Tools that deliver measurable value.
Step 6Use high impact, low effort experiences that enable your team to get the job done faster and more successfully.
Step 7Objectively measure IT’s year-over-year improvement.
Move from a subjective to objective measurement of IT performance.
D A T A –D R I V E N I N S I G H T P R O G R A M
The evaluation of IT can feel more like a popularity contest than a report card.
Step 1
Step 1
Move from a subjective to objective measurement of IT performance.It’s paradigm shift. Begin by moving from feelings and guesswork to measuring IT performance using a data-driven, fact-based approach.
?
Prove Your MeritConfidently report year-over-year
improvements to key stakeholders. You deserve to be recognized.
Track Your ImprovementsKeep yourself and your team honest with scheduled, repeated testing of
stakeholder satisfaction.
Set Goals for Your TeamRally your team behind a big picture
goal that is more than a deadline: increase stakeholder satisfaction.
D A T A –D R I V E N I N S I G H T P R O G R A M
Step 1
Alignment with the business doesn’t happen by guessing.
You can’t benchmark opinions.
35%
34%
31%CIO/CEO
Alignment on the
Target Role for IT
HighlyMisaligned
SomewhatMisaligned
35% of IT Leaders are highly misaligned with their CEO on the target role of IT.
Use our Business Vision diagnostic to…
1 Find our the needs of your stakeholders.
2 Move beyond opinions and get to the facts.
3 Find out what is important to the business.
D A T A –D R I V E N I N S I G H T P R O G R A M
Aligned
D A T A –D R I V E N I N S I G H T P R O G R A M
Making decisions without data is as effective as asking a Magic 8 ball.
Step 2
Begin using a fact-based, data-driven approach to managing IT.
Step 2
Begin using a fact-based, data-driven approach to managing IT.Objectively identify what needs to improve with robust, client-tested diagnostic programs.
How it Works
Choose from our selection of seven robust, purpose-
built Diagnostic programs.
Tell us who your stakeholders are and we’ll administer the survey to
them.
We tabulate your results, make any required
customizations, and publish your final report.
Sit back and relax while our analysts present your report
to you and highlight your key insights.
1 2 3 4
D A T A –D R I V E N I N S I G H T P R O G R A M
Step 2 Spanning more functional areas than anyone else, Info-Tech’s Diagnostics library is the most robust in the industry. Bar none.
A number of firms, including the BigFour, have been in the ‘giving usadvice’ business for some time butnone of them have been able to giveus analytics that spell out the troubleareas more clearly than Info-Tech.
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CIOFortune 100 FirmLogistics
D A T A –D R I V E N I N S I G H T P R O G R A M
Governance& ManagementScorecard
IT SecurityBusiness
Satisfaction& Alignment
SecurityProcess& TechnologyEffectiveness
Security Incidents
& Root CausesDashboard
D A T A –D R I V E N I N S I G H T P R O G R A M
Intra-portfolio Application Benchmarking
Application Portfolio Health
Assessment
Department-level Application Satisfaction
Individual Application Scorecards
APPLICATIONP O R T F O L I O A S S E S S M E N T
D A T A –D R I V E N I N S I G H T P R O G R A M
D A T A –D R I V E N I N S I G H T P R O G R A M
Are you training your key decision-makers? Trial and error never hurt anyone .
Step 3
Use best-practice training and implementation assistance for your entire IT executive team.
Portfolio Mgmt.
Step 3
Use best-practice training and implementation assistance for your entire IT executive team. Empower your entire IT team with targeted research in a wide range of IT topics including
CIOVP Applications VP Infrastructure VP Security
StrategyApplications InfrastructureSecurityArchitecture
Enterprise Architect
BI & Data
CDO PM
D A T A –D R I V E N I N S I G H T P R O G R A M
Step 3
Task your team members with owning IT processes.Match people to processes to ensure your team is accountable and ready to succeed.
Use the Management & Governance Diagnostic to
Set Goals for Your TeamGet key IT leaders to commit to a
process improvement timeline, and hold them accountable to it.
Map Your ProcessesEnsure every process has an owner
and that no single person is accountable for too much.
Understand the BusinessReach a consensus on what the
business’ most critical priorities are for your IT department.
D A T A –D R I V E N I N S I G H T P R O G R A M
D A T A –D R I V E N I N S I G H T P R O G R A M
IT MANAGEMENT &G O V E R N A N C E F R A M E W O R K
Utilize our Role-Specific Roadmaps to drive process maturity & sustainable IT improvement.
Step 4
Planning your improvement plansounds redundant because it is.
D A T A –D R I V E N I N S I G H T P R O G R A M
Step 4
Utilize our Role-Specific Roadmaps to drive process maturity & sustainable IT improvement
More than just a library card. This is your plan to systematically improve IT by driveing measurable results year-over-year.
And, we’ve already done the planning for you.
CIO Key Initiative Plan
Applications Key Initiative Plan
Infrastructure Key Initiative Plan
Vendor Management Key Initiative Plan
Security Key Initiative Plan
Enterprise ArchitectureKey Initiative Plan
Business IntelligenceKey Initiative Plan
Portfolio Management Key Initiative Plan
D A T A –D R I V E N I N S I G H T P R O G R A M
1 CEO/CIO Alignment Overview
2 Executive Communication Plan
3 COBIT Goals Cascade
Step 1
Core Deliverables
Step 2 Step 3
1 IT Satisfaction Report Card
2Stakeholder Satisfaction Reports
3Service Improvement Curriculum
1 IT Process Landscape
2Process Ownership and Accountability Report
3 Team Alignment Report
CIO/CEO AlignmentAre you clear on your CEO’s vision for IT? Decipher business needs by understanding the CEO’s perspective.
CIO Business VisionUnderstand where the business is leading; use the business vision diagnostic to be sure you know where the path leads
M&G FrameworkMost IT shops need to get their house in order before doing anything drastic. Service is most common firefighter problem and biggest win.
CIOD A T A –D R I V E N I N S I G H T P R O G R A M
Step 4
Core Deliverables
Step 5 Step 6
IT Strategy
You know where you are going, but not how to get there; your IT Strategy will determine all the steps along the way.
Organizational DesignYou are implementing change, which means new people and processes. Organizational Design will help ensure you build the right team.
Service Management RoadmapThere is little structure or formalization in the way services are managed. Engage the right people to create the roadmap and help you sell the result to senior management.
1COBIT Current State Assessment
2 IT Strategy
3 IT Strategy Roadmap
1Organizational Structure Effectiveness Assessment
2Organizational Design Assessment Framework Tool
3IT Organizational Design Transition Plan Tool
1Service Management Roadmap Tool
2Service Management Stakeholder Presentation
CIOD A T A –D R I V E N I N S I G H T P R O G R A M
Step 1
Core Deliverables
Step 2 Step 3
End User Satisfaction DiagnosticUnderstand how end users feel about the services provided by IT and take the first step toward standardization.
Optimize the Service DeskYou are implementing change, which means new people and processes. Organizational Design will help ensure you build the right team.
Exploit Disruptive Technology
To prepare for change, figure out the impact of disruptive infrastructure technology on your planning (updated annually).
1 End-User Satisfaction Report
2Business and IT Communications Overview
3 Departmental Overview
1Service Desk Maturity Assessment
2Service Desk Software and RFP Evaluation Tool
3Service Desk Action Plan Roadmap
1Disruptive Technology SWOT Analysis and Tech Monitor
2Disruptive Technology Research Database Tool
3Disruptive Technology Project Planning and Monitoring Tool
INFRASTRUCTURED A T A –D R I V E N I N S I G H T P R O G R A M
Step 4
Core Deliverables
Step 5 Step 6
Build an Infrastructure RoadmapYou are ready to map out the future of your Infrastructure practice; build a roadmap to guide the way.
Disaster Recovery PlanWork on the recommendations of the EU Satisfaction survey, but also, you need to shore up DRP and/or BCP.
Exploit Disruptive Technology
Now that you are a reliable operator, start mapping out a longer-term view of how to exploit disruptive infrastructure technology.
1Infrastructure Roadmap Stakeholder Survey
2 Emerging Technology Radar
3 Legacy Technology Watchlist
1DRP Business Impact Analysis Tool
2DRP Vendor Evaluation Questionnaire and Tool
3DRP Incident Response Management Tool
1Disruptive Technology SWOT Analysis and Tech Monitor
2Disruptive Technology Research Database Tool
3Disruptive Technology Project Planning and Monitoring Tool
INFRASTRUCTURED A T A –D R I V E N I N S I G H T P R O G R A M
Step 1
Core Deliverables
Step 2 Step 3
Application Portfolio AssessmentAssess the current state of your application portfolio, to identify opportunities to invest or divest of current systems.
Application Rationalization & RoadmapThis will definitely involve understanding, consolidating and retiring your application portfolio.
Optimize Requirements GatheringPrepare for the rollout of enterprise applications by standardizing your requirements processes.
1 Applications Overview
2 Departmental Overview
3Application SpecificScorecards
1 Agile Project Charter
2Application Rationalization Disposition Assessment Tool
3Application Rationalization Impact Analysis Tool
1Requirements Gathering Process Flow Diagram
2Requirements Management Maturity Assessment Tool
3Requirements Traceability Matrix
APPLICATIONSD A T A –D R I V E N I N S I G H T P R O G R A M
Step 4
Core Deliverables
Step 5 Step 6
Optimize an Enterprise App
Based on the outcome of the APA and Roadmap, work with the business to create a plan for one of your core Enterprise Apps (ERP, CRM, HRIS etc.)
Optimize the Current Agile ProcessContinuously optimize your development practices (whether agile or not) to boost throughput and meet business expectations.
Application Maintenance StrategyLeverage a model that addresses all stages of the application lifecycle, from initial intake to final resolution.
1Business Process Assessment and Prioritization Tool
2ERP Optimization Program Manual
3Business Process-Based Documentation Template
1 Agile Team Satisfaction Survey
2 User Story Workbook
3 Visual Process Template
1Application Maintenance Maturity Assessment
2Application Maintenance Business Analyst
3Application Maintenance Visual SOP Intake Template
APPLICATIONSD A T A –D R I V E N I N S I G H T P R O G R A M
Step 5
Best-practices are best because they work.
Accelerate your key projects with best-practice Methodologies and Tools that deliver measurable value.
D A T A –D R I V E N I N S I G H T P R O G R A M
Step 5
Accelerate your key projects with Methodologies and Tools that deliver measurable value.
Insights from 20,000 members
Step-by-Step Methodologies
Practical Tools & Templates
Boardroom ready Deliverables
Don’t reinvent the wheel. Equip your team with the experience of industry experts and a community of thousands of IT professionals, saving you time, money, and a lot of headaches.
D A T A –D R I V E N I N S I G H T P R O G R A M
Step 5
Powerful tools to help your team identify what’s wrong and take action
Info-Tech’s research catalog boasts over 500 powerful Excel tools, tailor-made to
fit every imaginable purpose.
Example Project:Modernize Data Architecture for Measurable Business Results
Phase 1: Plan your data architecture project and align it with the business and its strategic vision.
Develop a Data Architecture Vision
Modernize Data Architecture Project Charter
Data Architecture Strategic Planning Workbook
Phase 2: Evaluate the current and target capabilities of your data architecture, identifying performance gaps to build a fit-for-purpose practice.
Assess Data Architecture Capabilities
Data Architecture Assessment and Roadmap Tool
Initiative Definition Tool
Phase 3: Translate your planned initiatives into a sequenced roadmap.
Develop a Data Architecture Roadmap
Architecture Roadmap Presentation Template
D A T A –D R I V E N I N S I G H T P R O G R A M
Example Project:Create a Right-Sized Disaster Recovery Plan
Create a Right-Sized Disaster Recovery Plan
Phase 1: Create a DRP pilot project charter
DRP Project Charter Template
DRP Workbook
Phase 2: Identify key applications and dependencies
DRP Business Impact Analysis Tool
Phase 3: Identify projects to close gaps and mitigate risks
DRP Project Roadmap Tool
Phase 4: Document your Incident Response Plans
DRP Incident Response Management Tool
Severity Definitions and Escalation Rules Template
Phase 5: Roll-out the DRP to Remaining Apps
DRP Pilot Results Presentation Templates
Ready-to-use Templates that make life easier
With over 800 plan and policy templates at your fingertips, your team will never
need to start from scratch again.
Step 5D A T A –D R I V E N I N S I G H T P R O G R A M
Boardroom-ready deliverables that give you credibility.
Deliver presentations prepared by our analysts to easily impress your
stakeholders with minimal effort.
Example Project:Modernize Data Architecture for Measurable Business Results
Phase 1: Plan your data architecture project and align it with the business and its strategic vision.
Develop a Data Architecture Vision
Modernize Data Architecture Project Charter
Data Architecture Strategic Planning Workbook
Phase 2: Evaluate the current and target capabilities of your data architecture, identifying performance gaps to build a fit-for-purpose practice.
Assess Data Architecture Capabilities
Data Architecture Assessment and Roadmap Tool
Initiative Definition Tool
Phase 3: Translate your planned initiatives into a sequenced roadmap.
Develop a Data Architecture Roadmap
Architecture Roadmap Presentation Template
Step 5D A T A –D R I V E N I N S I G H T P R O G R A M
Projects & Technology
Management & Governance
Projects & Technology
Management & Governance
Projects & Technology
Management & Governance
Systems Integration Application Selection & Development Infrastructure Operations Enterprise Technologies Strategy & Governance
Enterprise Integration Application Portfolio Management Outsourcing & Co-Location DR and Business Continuity Enterprise Integration Risk Management
Analytics, BI & Reporting Application Development Availability & Capacity Management
Availability & Performance Management Data Management IT Governance
Enterprise Applications Quality Assurance, Testing & Development
Data Center & FacilitiesOptimization Service Desk Analytics, BI & Reporting Strategy & Alignment
Human Resource Applications Vendor Management Storage & Backup Optimization Manage Budgets & Costs Trending Technologies Cloud Strategy
ERP Optimization Requirements Definition Server Optimization Service Management Mobile Application Development IT Management & Policies
CRM Sales, Marketing & Customer Support
Project Management Office
Asset Management Operations Management Disruptive Technologies Compliance
Information Management Organizational Change Management Cloud Strategy
Security & Risk Management Architecture Value & Performance
Data Management Project ManagementNetwork & Communications
Security Management Application Portfolio Management Project Portfolio Management
Content & Document Management Application Maintenance End-User Computing Risk Management Business Arch, Business Process
& Workflow Program & Project Management
Database Optimization Application Maintenance Network Management Enterprise Architecture Manage Budgets & Costs
Collaboration & Productivity Apps
Quality Assurance, Testing & Deployment Voice & Video Management Data Architecture Performance Measurement
Worker Collaboration Architecture Security Innovation Manage Business Relationships
Worker Content Creation Business Arch, Business Process& Workflow Network Security Innovation Management Benefits & Value Delivery
Email & Messaging Enterprise Architecture Asset Security Vendor Management
Data Architecture Identity Management
APPLICATIONS INFRASTRUCTURE STRATEGY
Step 6
Training has historically been viewed as a costly and time-consuming task.
Use high impact, low effort experiences that help your team get the job done faster and with more success.
D A T A –D R I V E N I N S I G H T P R O G R A M
Step 6
Use high impact, low effort experiences that help your team get the job done faster and with more success.
Guided Implementations
On-site Workshops
ConsultingDIY Research
You have a tight budget, and you want to make the most of every dollar. That’s why our services are flexible to give you the solution that fits your needs, from DIY to full-on consulting.
Our Service Offerings
D A T A –D R I V E N I N S I G H T P R O G R A M
Guided Implementations Call Activities
Launch
Call 1 Analyze Competencies
Call 2 Assess Business Stakeholder Satisfaction
Call 3 Gather Information
Assess
Call 1 Evaluate Strategic CIO Competencies
Call 2 Evaluate Business Stakeholder Relationships
PlanCall 1 Take Control of your
Development
Call 2 Manage your Stakeholders
Execute
Call 1 Track your Development
Call 2 Revise & Re-evaluate your Personal Development Plan
On-call industry experts to help you and your team finish your projects on time with more success.
Example Timeline
Become a Strategic CIO
Expert Analyst Access
For every project you start, we have an expert analyst waiting to help you execute best-practices and stay on schedule.
Randy HearnDirector of Research
Suanne McGrath-KellySenior Director
D A T A –D R I V E N I N S I G H T P R O G R A M Step 6 $20kAverage Measured Value
On-Site Workshops
Business Intelligence Vendor Selection
Workshops that drive results.
Project WorkshopsA valuable way to plan your IT project implementations. Take
advantage of our know-how and facilitation skills featuring an
innovative workshop held onsite at your location.
Process WorkshopsA dynamic way to enhance your
core IT processes and build a world class operation. Engage
your IT team onsite at your location in an innovative
workshop.
Day 1 Day 2 Day 3 Day 4 Day 5
Workshop Preparation (Offsite) Business Case & Enterprise Requirements
Define Business Area Requirements
Formulate Vendor Selection Criteria
Define Selection Tactics and Implementation
Workshop Objectives and Scope Planning
Confirm workshop objectives and scope
Identify up to three areas that will contribute in the workshop
Set workshop Agenda and secure participants’ commitment
Information Gathering (offsite)
The case for BI/Analytics
Industry Outlook BI/Analytics
Enterprise Level - Business Requirements
Identify business goals, objectives, and stakeholders
Identify high-level data/analytics requirements
Map business needs to key features of BI/Analytics Tools
Discuss Business BI/Analytics Challenges and Opportunities
Identify business needs
Map business needs to key features of BI/Analytics Tools
Discuss authoritative data environment
Identify challenges, opportunities, & environmental constraints
Solution architecture
Consolidate workshop’s outcome & rationalize requirements
Develop high-level solution architecture
Discuss requirements in the context of vendors’ offerings
Refine requirements
Shortlist vendors
Develop vendor selection tactics and approach
Define the Select and Implement Project
Create use-case scenarios for vendor demos
Develop vendor demo script
Define high-level implementation strategy
Define high-level implementation roadmap
$50kAverage Measured ValueStep 6D A T A –D R I V E N I N S I G H T P R O G R A M
Step 7
Solving IT issues can be a thankless task (apart from getting yelled at less).
Objectively measure IT’s year-over-year improvement and demonstrate the value of each project you deliver.
D A T A –D R I V E N I N S I G H T P R O G R A M
Step 7
Objectively measure IT’s year-over-year improvement and demonstrate the value of each project you deliver.
74%
80%
85%
89%
92%
On average, our clients see their stakeholder satisfaction scores get 20% closer to a perfect score each year.
D A T A –D R I V E N I N S I G H T P R O G R A M
Innovator/ Transforms
Business Partner/ Expands
Trusted Operator/ Optimizes
Firefighter/ Supports
Unstable/ Struggles
Reliable Technology Innovation
Executive Execution on Business Projects
Executive Fulfillment of Work Orders
Reliable Infrastructure of IT Service Desk
Inability to Provide Reliable Business Services
90-100%
80-90%
70-80%
60-70%
< 60%Satisfaction
D A T A –D R I V E N I N S I G H T P R O G R A M
INFO-TECH RESEARCH GROUP
IT MATURITY MODEL
Step 1Move from a subjective to objective measurement of IT performance.
DATA-DRIVENINSIGHT PROGRAM
Objectively Measure IT Performance & Drive Systematic IT Improvement
Step 2Use data to decide which IT issues really matter.
Step 3Task your team members with owning IT processes.
Step 4Build and deploy key initiative plans for your team.
Step 5Accelerate your key projects with Methodologies and Tools that deliver measurable value.
Step 6Use high impact, low effort experiences that enable your team to get the job done faster and more successfully.
Step 7Objectively measure IT’s year-over-year improvement.
Welcome to our team.
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