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Presentation on theme: "This presentation, including any supporting materials, is owned by Gartner, Inc. and/or its affiliates and is for the sole use of the intended Gartner."— Presentation transcript:

1 This presentation, including any supporting materials, is owned by Gartner, Inc. and/or its affiliates and is for the sole use of the intended Gartner audience or other authorised recipients. This presentation may contain information that is confidential, proprietary or otherwise legally protected, and it may not be further copied, distributed or publicly displayed without the express written permission of Gartner, Inc. or its affiliates. © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Benchmarking: Gartner User Satisfaction Benchmark for Cloud-Based Services Gartner G-Cloud Service Definition For further information on Gartner support for Cloud initiatives visit:

2 © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 1 Gartner Service Definition — User Satisfaction Benchmark for Cloud-Based Services Service Description Gartner will benchmark user satisfaction levels with cloud services for either or both of end users and senior business management, by: ■Hosting a tailored, web-based survey that is designed to capture views of a sample of people within the client organisation regarding how well ICT helps them in their everyday job or, in the case of senior stakeholders, meets the strategic needs of their part of the organisation ■Considering quantitative and qualitative criteria ■Selecting peer organisations from Gartner’s benchmark database ■Producing a management report that provides input into client’s ICT service improvement programme Price ■Gartner will bill a firm fixed price of £25,000 excl. VAT, incl. all expenses for this service. Key Deliverables ■Comparison of user satisfaction levels ■Identification of the hotspots from the user perspective ■Identification of the areas most and least important to the user communities Key Benefits ■Understand the level of ICT customer satisfaction across your enterprise and by various segments ■Communicate how the ICT organisation delivers value to end users ■Establish the foundation for a continuous improvement programme ■Focus exclusively on factors contributing to end-user satisfaction with ICT services, to determine priorities for addressing your customers’ top concerns ■Enable continuous improvement, measure the impact of quality initiatives, and get help setting realistic expectations and targets

3 © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 2 Full List of Deliverables ■Project Plan – Following Project Initiation. To cover roles and responsibilities, business stakeholders with an interest, client ICT and Gartner point of contact, and timescales for the review. ■Online, secure, web-based survey — tailored to client requirements. A sample of people within the client organisation are invited via to participate in the survey. Online survey window typically three weeks. There are two types of survey: –ICT Customer Satisfaction (ITCS): Survey designed to gain views of end users with the ICT services the receive. –ICT Business Effectiveness (ITBE): Survey designed to gain views of senior stakeholders within client organisation regarding how well IT serves the strategic needs of their part of the organisation, e.g. product quality, productivity, cost management. ■Regular Survey Updates – Statistics showing numbers of responses at regular stages during the online survey window: overall number of responses, and responses by demographic breakdown (e.g. by department or site within client organisation). ■Report 1 – Preliminary report showing results and findings of survey: user expectations and perceptions of quality and effectiveness of IT services. Report will be reviewed with client. ■Database of Response Data Collected – Complete record of response data entered by respondents into the online survey. ■Report 2 – Based on feedback from client organisation following review of Report 1, Gartner will refine analysis for an IT or business audience and include recommendations. The report will be input to the client’s IT service improvement programme. Gartner Service Definition — User Satisfaction Benchmark for Cloud-Based Services

4 © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 3 Schedule ■Through use of Gartner-client meetings and offsite work to achieve comprehensive survey results, conclusions and recommendations that may be input to the client’s IT service improvement programme, within an 8- week period. Benefits ■Understand the level of IT customer satisfaction across your enterprise and by various segments ■Communicate how the IT organisation delivers value to end users ■Establish the foundation for a continuous improvement programme ■Focus exclusively on factors contributing to end-user satisfaction with IT services, to determine priorities for addressing your customers’ top concerns ■Enable continuous improvement, measure the impact of quality initiatives, and get help setting realistic expectations and targets Approach ■Project initiation and planning – the client will be assigned a Gartner Project Manager who will act as the central control and contact point. An on-site kick-off meeting will be held at the client’s premises. The project plan will be issued following the meeting ■Survey launch– a link to the survey will be sent to the user communities. Gartner will provide regular updates on the number of responses to the survey. The survey will be closed after 3 weeks. ■Findings and results– Gartner will select peer organisations from its benchmark database. The preliminary report will be issued to the client together with the database of response data collected. Following any feedback on the preliminary report the management report will be presented either on site or via teleconference as agreed Gartner Service Definition — User Satisfaction Benchmark for Cloud-Based Services

5 © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 4 Any Additional Information ■There is no additional information related to this service. Prerequisites ■There are no prerequisites to this service. Gartner Service Definition — User Satisfaction Benchmark for Cloud-Based Services

6 © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 5 Changes to Scope ■The scope of the engagement is defined herein. All client requests for changes must be set forth and explained in writing. As soon as practicable, Gartner shall advise of the cost/schedule implications of requested changes and any other necessary details to allow both parties to decide whether to proceed with the requested changes. The parties shall agree in writing upon any requested changes prior to Gartner commencing work. ■As used herein, “changes” are defined as work activities or work products not originally planned for or specifically defined by this service definition. Assumptions ■The client will designate a project manager as primary point of contact who will work closely with Gartner as needed and will: (a) approve priorities/task plans/schedules; (b) facilitate scheduling of interviews with personnel; (c) notify Gartner in writing of project issues and assist in their resolution. ■Client will review and approve documents within five business days. If no formal approval/rejection is received within that time, the deliverable is considered accepted. ■Client personnel will be made available per the schedule agreed in the kickoff meeting. ■The benchmark data is reasonably available via workshops and telephone support ■With the exception of meetings and workshops, Gartner work will be performed at Gartner locations. ■Offices, phones, printing/copying and Internet access will be available to Gartner at client locations. ■Gartner will use Microsoft Office for documentation production ■Any requests for additional information and/or deliverables(beyond the details described in this service definition) that are made will be considered a change in scope and will be handled accordingly (see Changes to Scope). This does not apply to clarification questions. Gartner Service Definition — User Satisfaction Benchmark for Cloud-Based Services

7 © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 6 Backup Restore and Disaster Recovery ■The Gartner service under discussion requires Gartner to manage or store client survey response data on the client’s behalf. Therefore, as there is a risk of break in service (impacting online surveys) that will affect the client experience, there is a policy required. Information Assurance ■Gartner possesses analysts and consultants with various security clearances, or we will acquire those clearances as the client demands. ■Gartner associates are bound by very specific rules around client confidentiality and security, given that our clients reveal to us their greatest challenges and difficulties in order that we can help and support them most effectively. ■Gartner’s benchmarks are predicated on the confidentiality of its data sources, with only outline information given as to the nature of the data points contained within its databases (e.g. Government; UK; workload range of X-Y end users, and the like). Data Restoration ■This does not apply: all data retained is anonymized before use with other clients; no client is able to access this data directly and therefore there is no data restoration process related to this service. Service Migration ■There is no need for a Service Migration plan given the nature of the service under discussion. The client is able to complete and conclude the service without any ongoing process being required for transfer of service or information to an alternative provider or successor. Gartner Service Definition — User Satisfaction Benchmark for Cloud-Based Services

8 © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 7 Offboarding ■Does not apply. Gartner’s process does not rely on any individual’s knowledge of the client IT organisation. There is some dependency on accessing the correct member of client staff with whom to discuss key areas of the survey process, including survey tailoring. Gartner’s recommendation is that this be handled during the project initiation phase. ■Gartner retains responsibility for agreeing any survey data collected with the client sponsor/project manager. Onboarding ■Does not apply. Gartner’s process involves guiding the client staff through the activities, through Gartner-client meetings. ■Gartner retains responsibility for agreeing any data collected with the client sponsor/project manager. Gartner Service Definition — User Satisfaction Benchmark for Cloud-Based Services

9 © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 8 Ordering and Invoicing Process ■Gartner will bill for 100% of the professional fees at contract signing. ■All invoices are payable net 30 days from date of invoice. While Gartner does not itemise billing for professional services, Gartner agrees and will comply with any reasonable requests for records substantiating our invoices. Pricing ■Gartner will bill a firm fixed price of £25,000 excl. VAT, incl. all expenses for this service. Gartner Service Definition — User Satisfaction Benchmark for Cloud-Based Services Termination Terms (by Consumer / by the Supplier) ■Services may be terminated without cause by the Customer on at least thirty (30) Working Days’ notice. Financial Recompense Model ■In the event that a Service does not meet the specifications set out in the applicable Service Description, the breach will be handled in accordance with the Liability and Termination terms set out in the Call-Off Agreement.

10 © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 9 Service Management ■Gartner Advisory is focused on the delivery of high quality and timely advice and guidance to its client base, and has a number of quality gates which it has built into its products. ■Gartner’s benchmarking process is UKAS ISO9001 accredited and includes the completion of key project governance artefacts such as a project initiation document, project plan, progress review calls, and Quality Assurance by the relevant Managing Partner for Government. ■Gartner Consulting recommendations are produced independently without the influence, review or approval of outside investors, shareholders or directors. For further information on the independence and integrity of Gartner Research, see “Guiding Principles on Independence and Objectivity” on our Web site, or contact the Office of the Ombudsman at or Guiding Principles on Independence and Gartner Service Definition — User Satisfaction Benchmark for Cloud-Based Services Service Levels ■Not applicable but all and any deliverables will be subject to review and commentary by client. ■Final schedule payment will depend upon client acceptance of the work. Service Constraints Place of Performance ■With the exception of meetings defined, Gartner work will be performed at Gartner locations. ■Office space will be made available to Gartner staff at client locations for any on­site project time. Deliverables and Changes to Scope ■ Any requests for additional information (beyond the details described in the tasks above) that are made by client will be considered a change in scope for this engagement and will be handled accordingly (see Changes to Scope). ■All deliverables will be in English and developed using Microsoft products (for example, Project, Excel, Word and PowerPoint).

11 © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 10 Technical Requirements ■Client may be asked to provide a projector, to assist with the discussion of cost, price, service level and maturity items at the workshops. ■No other technical requirements exist. Consumer Responsibilities Data Collection ■ Client will provide the necessary support to all data collection activities and workshops. ■ All data collection and interviews/workshops will take place via telephone or in person at client location as agreed to at the project initiation. Gartner Service Definition — User Satisfaction Benchmark for Cloud-Based Services Trial Service ■Gartner does not offer a trial service option in relation to this service. Training ■No training is required


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