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

2. 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
Info-Tech Research Group

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

4. 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

5. 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

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

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

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