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.

Grow your

CompanyDevelop your

TeamAdvance your

Career

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.

”

“

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.