CONFIDENTIAL AND PROPRIETARY 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 intended 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. © 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Presenter: Lori Clark

CONFIDENTIAL AND PROPRIETARY © 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Service kickoff agenda 1 Why service kickoff is important Before we get started Your Gartner Service Your service delivery team

CONFIDENTIAL AND PROPRIETARY © 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Why service kickoff is important 2 Service kickoff process Welcome Welcome to Gartner and notification of gartner.com sign-on credentials Online experience Overview of gartner.com and your online resources Kickoff meeting Service team introductions and identification of your mission-critical priorities Getting started Building your engagement plan and actions At the conclusion of this process, you will: Know your service delivery team and who to contact for assistance Understand how to gain the greatest value from your Gartner services Know how you can personally maximize the value of Gartner Initiate an engagement plan that addresses your mission- critical priorities

CONFIDENTIAL AND PROPRIETARY © 2014 Gartner, Inc. and/or its affiliates. All rights reserved. 3 Gartner solutions are tailored to support the unique needs of IT professionals at every level of the organization Gartner for IT Executives Gartner for Enterprise IT Leaders Gartner for IT Leadership Team Gartner for Technical Professionals Gartner Offering Senior IT Leaders CIO IT Leader's Extended Team Technical Teams RoleFocus Strategy Planning Management Execution

CONFIDENTIAL AND PROPRIETARY © 2014 Gartner, Inc. and/or its affiliates. All rights reserved. GTP Coverage CIO Infrastructure Servers Networks Storage Cloud Mobility UC / VP – Biz Apps ERP Finance E-Biz CRM Supply Chain Application Development Integration SOA Web / Mobile APIs Portals Information Management BI Analytics Master Data Big Data Content Management VP – Operations Systems Mgt Service Desk Mainframe Cloud Management Data Center Management Security Policy and Govern Operations Identity Privacy Architecture Enterprise Architecture Tech Arch Info Arch Solution Arch Biz Arch Exec Dir, IT Finance & PMO Procurement / Sourcing Budgets Project Lead PM’s BRM

CONFIDENTIAL AND PROPRIETARY © 2014 Gartner, Inc. and/or its affiliates. All rights reserved. 5 What is Gartner for Technical Professionals? Research service for IT Practitioners and technical teams focused on Technical Strategy Architecture Project Execution GTP coverage Application Platforms and Development Security and Risk Management Identity and Privacy Cloud Computing Mobility Data Center Data Management Content and Collaboration Professional Effectiveness Delivered in a model designed for you as a technical professional Broad access for your teams Unlimited reading of Technical Professionals research Unmetered inquiry with analysts as individuals or project teams

Our world-class experts become your objective technical advisors “Advice On-Demand” – consider analysts as an extension of your team, and an opportunity to avoid short-term consulting projects. Course-correct or validate your technical strategy, architecture and project plans Evaluate and innovate quickly with new technologies Apply best practices your peers have used to implement technologies Analyst facts 60+ analyst experts Average of 23 years industry experience Collectively: 32 books, >55 patents Deep technical expertise in architecture and deployment challenges Meet some of our analysts Matt Brisse 31 years in the IT industry Long-serving SNIA Leader Kirk Knoernschild 20 years in the IT industry Open source contributor, author of Java Application Architecture Ramon Krikken 19 years in the IT industry Previously security architecture manager at TD Bank Mei Selvage 12 years in the IT industry Previously IBM Information Architect, holds over 20 patents

Our research covers the topics most important to you 7 Access Management Agile Development Application and Database Security Application Integration Application Development Application Platforms, Languages and Frameworks Audit and Compliance Authentication Big Data Business Intelligence BYOD Cloud Application Development Cloud Computing Collaboration Communications, Messaging Content Management Data Analytics Data Center Computing Hardware Data Center Power & Cooling Data Loss Prevention Data Management, Governance Database Management Desktop Virtualization Directory Services Disaster Recovery, Availability Encryption Enterprise Mobile Management Host and Endpoint Protection HTML5 and Javascript Hybrid IT Identity Creation and Management Identity Federation Infrastructure as a Service iPad and Mobile Devices Mobile Application Development Mobility Perimeter and Infrastructure Security Platform as a Service Privacy Private Cloud Computing Public Cloud Computing Risk Management and Compliance Security Monitoring Server Virtualization SharePoint SOA and Application Architecture Social Software Software Defined Networks Software Development Life Cycle Storage VoIP Unified Communications Web API Development Web Conferencing Wireless

Learn From Research Talk to an Expert Network With Peers Attend Conferences Create Technical PlanArchitect Solution Implement Select Product Ensure the success of your key initiatives Solutions to help you in every phase of your critical projects Build a project plan… Evaluation Criteria for …Assess technologies… Solution Path for … Decision Point for … Select architecture approach for… Guidance Framework for… Gartner RFP Criteria saves 1 month project time Recommended changes in project plan to avoid pitfalls Architecture review uncovers new considerations Product references from peers guide purchase Deployment obstacles revealed by peer input Catalyst, Summits, and Symposium Blueprint point for … Identify product requirements In-Depth Product Assessment for … Feedback to improve implementation strategy Step-by-step project guidance…

9 Detailed research for every phase of the projects to execute your IT strategy – exclusive to Technical Professionals Single Assessment Discovery and assessment of a single technology Comparison Assessment: Side-by-side technology or solution comparison Initiative Analysis: Analyzing the business case and plan for an initiative Reference Architecture Decision Points: Choose technical architecture Reference Architecture Blueprints: Editable Architecture diagrams Evaluation Criteria: Prioritized product requirements In-Depth Assessments: Product scored against the criteria Solution Comparison: Side-by-side product comparison Guidance Framework: Step-by-step guidance to tackle a specific challenge or implementation Plan and Prioritize Design and Architect Discover and Analyze Select and Deploy Planning Guides: Market Trends and Priorities Solution Path: Analyzing the business case and plan for an initiative

CONFIDENTIAL AND PROPRIETARY © 2014 Gartner, Inc. and/or its affiliates. All rights reserved. CONFIDENTIAL AND PROPRIETARY © 2014 Gartner, Inc. and/or its affiliates. All rights reserved. 10

CONFIDENTIAL AND PROPRIETARY © 2014 Gartner, Inc. and/or its affiliates. All rights reserved. 11 Solution Path Description: Guides the process of implementing a new initiative Example: Solution Path: Create a Business Analytics Technical Strategy Length: 11 pages DESIGNSELECT PRODUCTSPLANIMPLEMENT

CONFIDENTIAL AND PROPRIETARY © 2014 Gartner, Inc. and/or its affiliates. All rights reserved. 12 What is the risk to the enterprise (of unauthorized data or application access)? Take control of the fixed device, control physical and logical access to it, heavily manage it, and properly configure the fixed device Take control of the mobile device, heavily manage it, and properly configure the mobile device Does the use case require a mobile device? Risk is not appropriate to accept. Reevaluate the use case or move to an enterprise owned device Does the enterprise own the mobile device? High YesNo MediumLow Does the enterprise own the mobile device? Put data into a managed container with appropriate controls or moderately manage the mobile device Is it possible to separate enterprise data and application in a managed container? Use a managed container to separate and protect enterprise data Moderately manage the device YesNoYesNo Yes No Does the enterprise own the mobile device? Require authentication to the mobile device, consider the ability to wipe the mobile device, and provide security awareness to the user on how to protect the mobile device Provide security awareness to the user on how to protect the mobile device YesNo DESIGNSELECT PRODUCTSPLANIMPLEMENT Decision Point, Reference Architecture Description: Frameworks to make the right technical architecture decisions Example: Decision Point for Mobile Endpoint Security Length: 23 pages

CONFIDENTIAL AND PROPRIETARY © 2014 Gartner, Inc. and/or its affiliates. All rights reserved. 13 DESIGNSELECT PRODUCTSPLANIMPLEMENT Blueprint, Reference Architecture Description: Architecture diagrams that you can customize Example: Blueprint for Implementing a Hosted Lync Service

CONFIDENTIAL AND PROPRIETARY © 2014 Gartner, Inc. and/or its affiliates. All rights reserved. 14 Criteria (Storage)Details Intraprovider Replication Service Offering It is required that CSPs offer data replication capabilities for customers to asynchronously replicate or copy data to any of a provider's physical hosting locations. Independent, Scalable Public Cloud Storage Service A CSP must offer a large-scale storage service offering where enterprise customers can upload, download and interact with files and objects across the Internet. Network Storage Service Offering for Compute Services To meet large-scale requirements, the network storage service offering must support at least five volumes of at least 1TB in size and allow the overall capacity of the storage service to be unlimited per customer. Support for Consumer Drive Bulk Data Import and Export CSP must have a bulk data import and export service for moving large amounts of data into and out of the environment. Offer Backup as a Service for at Least One Storage Service CSP must provide capabilities for customers to conduct their own backups via APIs, software development kits (SDKs) and/or the management console. DESIGNSELECT PRODUCTSPLANIMPLEMENT Evaluation Criteria Description: Technical features required for product selection Example: Evaluation Criteria for Public Cloud IaaS providers Length: 79 pages 163 Technical Features

CONFIDENTIAL AND PROPRIETARY © 2014 Gartner, Inc. and/or its affiliates. All rights reserved. 15 Rackspace Evaluation Criteria Scorecard Criteria (Storage)SupportComments Intraprovider replication service offering N Rackspace does not offer replication services for data across regions. Customers must manually copy data between regions. Independent, scalable public cloud storage service Y Cloud Files fulfills this criterion. For customers who need more than 50 volumes, Rackspace will lift the limit. Network storage service offering for compute services Y Cloud Block Storage fulfills this criterion. Support for consumer drive bulk data import and export Y Rackspace Cloud Files offers a bulk import service that accepts USB, SATA and eSATA drives and offers support for NT File System (NTFS), ext2, ext3, ext4 and 32-bit File Allocation Table (FAT32) file system formats. For full details, see Cloud Files: FAQs. Rackspace Required Features Coverage Percent Required Preferred Optional 0% 20% 40% 60% 80% Compute Storage Network Cross Service Support and Communication Service Levels Management Price and Billing 53% 25% DESIGNSELECT PRODUCTSPLANIMPLEMENT In-Depth Product Assessments Description: Products scored against the Evaluation Criteria Example: Rackspace Public Cloud: In-Depth Assessment Length: 35 pages

CONFIDENTIAL AND PROPRIETARY © 2014 Gartner, Inc. and/or its affiliates. All rights reserved. 16 Start with the application first not the storage infrastructure Obtain management support, funding and cooperation Get business units and application owners on board Share 3-5 strategic vision and projects Prework: Create a Collaborative Delivery Framewoek Define corporate initiatives Perform a detailed storage assessment Leverage the Gartner storage evaluation Tool Step 1: Plan for Success Define key business and system requirements Define terms, conditions and timelines Define current storage environment and solution objectives Define weighted values Step 2: Develop and Submit the RFI Translate RFI into RFP requirements Translate business requirements into technical storage requirements Define weighted values Leverage e-RFP tools Step 3: Develop and Submit the RFP Use the Gartner evaluation tool to perform vendor ratings Down select out-of-scope vendors Vendor oral presentations and ratings Perform POCs Step 4: Perform the Vendor Down Select Develop summary presentation by leveraging the Gartner template Leverage consulting services for contract and pricing assistance Be willing to go with Vendor B Step 5: Perform Price Negotiations and Contract Reviews Guidance Frameworks Description: Step-by-step guidance to tackle a specific challenge Example: Rosetta Stone for Storage RFP’s Length: 25 pages DISCOVER & ASSESSDESIGN & ARCHITECTPLAN & PRIORITIZESELECT & DEPLOY

CONFIDENTIAL AND PROPRIETARY © 2014 Gartner, Inc. and/or its affiliates. All rights reserved. 17 Professional Effectiveness Research Non-Technical Skills & Organizational Dynamics How do I persuade my boss/company/peers to do X/Y/Z? How do I deal with shadow IT and unreasonable end users? Business Context & Trends What new technologies should I be focused on? How do I increase innovation? How can I be perceived as innovative? Cross-Discipline Concepts & Collaboration I have been asked to put together a non-technical strategy. How do I do that? What practices help me improve effectiveness across silos? CareerContext Collaboration & Effectiveness Interpersonal skills BehaviorsPerceptions RelationshipCommunication ActionsBeliefs Trends

CONFIDENTIAL AND PROPRIETARY © 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Tony Fulcher Phone: Account Executive Manages the relationship between you and Gartner Ensures you’re receiving the appropriate services Handles all contract-related questions and issues Leads regular onsite meetings/information sessions to ensure you’re deriving maximum value from Gartner Lori Clark Phone: Client Relationship Associate Help you identify Gartner’s best resources to save you time and deliver value from your service Connect you with the right GTP research content and analysts relevant to your key initiatives - by phone and Review your experience and align support to any changing needs Be available by phone or when you need additional support Share best practices of others and how they effectively use Gartner Your service delivery team 18