Stable and Efficient IT Department September 2011 Info-Tech Research Group

Introduction Key Insights Survey Question Graphs In appreciation for your participation in this survey, we have created this exclusive summary of results. The data you provided is being leveraged in our research. Thank you for your participation. This document has these three main sections: Key Insights Survey Question Graphs Respondent Demographics If you have any questions or concerns please contact: Scott Koopman Panel Coordinator Info-Tech Research Group E-mail: skoopman@infotech.com Info-Tech Research Group

Survey Question Graphs Respondent Demographics Key Insights Info-Tech Research Group

Put more effort into processes and technology rather than people to have greater success with you IT department Processes and technology factors are the most important things to consider when considering the overall success of the IT department You should put more effort into processes and technology if you want to increase the success of your IT department People do not have a significant impact on the success of the IT department so less effort should be placed on this area Processes = 50% 56% Technology = 31% Relative Importance to Overall Success of the IT Department People = 19% 22% 11% 4% 2% 2% 3% Root Cause Building PoliciesBuilding Policies Ticket Triage Stable InfrastructureStable Infrastructure Stable ApplicationsStable Applications Getting Buy-inGetting Buy-in Manage ExpectationsManage Expectations Effort Factor Source: Info-Tech Research Group, n = 185 The IT department success was calculated by taking the average of the following questions that were measured on a six-point scale (1 = Strongly Disagree to 6 = Strongly Agree): IT staff fully accept the culture of the IT department Service delivery targets are consistently met IT policies are fully adopted by IT staff IT knowledge is shared between IT staff where necessary IT staff willingly comply with standards and processes An IT project triage system is always used to prioritize IT initiatives Productivity levels are above organizational standard IT staff are not overworked IT is viewed favorably by the organization Note: Each percentage represents the relative importance each factor had on the overall success of the IT department. The values may not add up to 100% due to rounding. Info-Tech Research Group

Having an IT staff that is resistant to standards and processes has the largest negative impact on your IT department success Each component of the company’s culture has a negative impact on the success of the IT department. Having IT staff who are resistant to standards and processes has the largest negative impact on the success of the IT department Most of the IT knowledge share is held by 1 or 2 key IT staff has the smallest negative impact on the success of the IT department, however, this negative impact is still a significant deterrent of success Standards and Processes -67% Projects from Scratch -12% High Priority Projects -10% Change Management -10% Knowledge Share -1% The IT department success was calculated by taking the average of the following questions that were measured on a six-point scale (1 = Strongly Disagree to 6 = Strongly Agree): IT staff fully accept the culture of the IT department Service delivery targets are consistently met IT policies are fully adopted by IT staff IT knowledge is shared between IT staff where necessary IT staff willingly comply with standards and processes An IT project triage system is always used to prioritize IT initiatives Productivity levels are above organizational standard IT staff are not overworked IT is viewed favorably by the organization Relative Impact on IT Department Success Source: Info-Tech Research Group, n = 407 *Each bar represents a statistical estimate of the relative impact each component of IT department culture had on the success of the IT department. The scores may not add to 100% due to rounding. The percentages are negative because each has a negative impact on the success of the IT department. Info-Tech Research Group

Survey Question Graphs Respondent Demographics Key Insights Info-Tech Research Group

Survey Question Graphs Respondent Demographics Key Insights Info-Tech Research Group

Like This? Want More? Watch your inbox. Within the coming weeks, Info-Tech will be launching several more short surveys that will offer similar results to these. If you participate, you will receive the results for every project you participated in. To ensure you are included or for more information please email Scott Koopman Info-Tech Research Group