Gartner App Support Metrics.pdf

Gartner IT Key Metrics Data2011 SUMMARY REPORT

Key Applications Measures: Application Support summary report

This report contains database averages and only represents a subset of the published metrics and custom analysis capability available through Gartner Consulting Benchmark Analytics.

IT Key Metrics Data 2011: Application Support Summary Report

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IT Key Metrics Data 2011: Application Support Summary Report Jamie Guevara Eric Stegman Linda Hall

Thank you for your participation in the IT Key Metrics Data Survey. This IT Key Metrics Data 2011: Application Support Summary Report provides an overview of Application Support key metrics.

Sourced from Gartner research note (RN)# G00208279, IT Key Metrics Data 2011: Key Applications Measures: Application Support: Current Year

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Publication Date: February 17, 2011 2 2011 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

Gartner IT Key Metrics Data Series Overview IT Key Metrics Data is part of the Gartner Consulting Benchmark Analytics range of solutions and offers a macro-level look at Gartners global database of comprehensive cost and performance measures. IT Key Metrics Data provides you with immediate access to authoritative data on IT staffing and investment levels as well as key technology cost and performance metrics. The spending profiles published represent key metrics data collected directly from CIOs, CTOs, IT leaders and practitioners with respect to their organizations IT investment levels and future IT budgets. These metrics enable improved budget and investment decisions with regards to the business and ITs changing environments.

The IT Key Metrics Data program was established in the 1995 to support the strategic IT investment decisions of a G8 nation. Today IT Key Metrics Data is delivered online in an annual Gartner publication series of over 2000 metrics across 92 documents categorized by 5 core technology topic areas to allow you to rapidly identify high level IT spending, staffing and performance trends across 21 different industries as well as by technology area.

These key metrics reports are broadly defined by 5 key areas of the IT portfolio:

Key Industry Measures

Enterprise-level total IT spending and staffing metrics across 21 industry verticals. Including current year and multiyear averages. Metrics based on enterprise size are often provided.

Key Infrastructure Measures

Technology domain specific unit cost, productivity and performance measures for the IT infrastructure environments. Including current year and multiyear averages for the Mainframe, Wintel server, Unix server, Storage, Client & Peripheral Support, IT Help Desk, Data and Voice Network environments. Metrics by workload size are often provided.

Key Applications Measures

Application Development and Application Support spend & staffing metrics, project measures, life cycle phase, productivity and quality measures (current year and multiyear).

Key Information Security Measures

Enterprise-level total spending and staffing measures by industry and region.

Key Outsourcing Measures

Enterprise-level total spending and staffing measures by industry and region.

For a complete outline of all related published research in the series, see RN# G00208192 IT Key Metrics Data 2011: Index of Published Documents and Metrics (http://www.gartner.com/resId=1495114).



TABLE OF CONTENTS

IT Key Metrics Data 2011: Application Support Summary Report .................................................... 4Application Support Spend Distribution ($US) ..................................................................... 4Distribution of Application Support Activities: By Region ..................................................... 5Existence of a Service Level Agreement/Set of Objectives for Application Support Team . 6Break/Fix repair time included in Service Level Agreement ................................................. 6Performance Measurement Solutions from Gartner............................................................. 7About Gartner ....................................................................................................................... 8



IT Key Metrics Data 2011: Application Support Summary Report Looking Ahead The measures that follow highlight key cost and performance measures in the Applications domain. The measures explored should help to identify overall trends, although individual variations from these trends may be justified by specific business needs, as well as differences due to size and complexity of an organizations Applications environment.

Application Support Spend Distribution ($US)

Source: Gartner IT Key Metrics Data 2011

Application support spend distribution provides insight into what cost areas are consuming the application support budget.

3%5% 15% 4% 74%

0% 20% 40% 60% 80% 100%

Occupancy 3%Software - Development Software 5%Software - User Vendor Packages 15%Hardware 4%Personnel 74%



Distribution of Application Support Activities: By Region


This distribution provides further detail regarding how application maintenance activities are distributed in terms of time spent supporting faulty or aging systems vs. supporting changing user demand.

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EMEA

North America

Total

EMEA North America TotalBug Fixes 17% 20% 19%Minor Enhancements 20% 26% 25%Business & Operations Support 46% 38% 41%Technical Upgrades 17% 12% 13%Other 0% 3% 2%



Existence of a Service Level Agreement/Set of Objectives for Application Support Team


Service Level agreements help set expectations between a IS and business units. They outline the types services to be delivered, the single point of contact for end-user problems and the metrics by which the effectiveness of the process is monitored and approved.

Break/Fix repair time included in Service Level Agreement


Break/Fix Repair Time is the amount of time that is required to make a defective application operational. This would constitute an unplanned incident.

83% 17%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Yes No

80% 20%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Yes No



Performance Measurement Solutions from Gartner IT Custom Benchmark and Executive Solutions

These solutions analyze the costs associated with operating internal IT functions and the price competitiveness of outsourced IT services.

Gartner IT Custom Benchmarks are individually configured, project-specific benchmarks that support mergers and acquisitions, the implementation of packaged software, or the support of major outsourcing contract evaluation. Through on-site data collection and client interviews, Gartners IT custom benchmarks leverage proven tools, and pre-packaged measurement components to streamline the process and ensure quality.

Gartner IT Executive Benchmarks help to support periodic events such as a performance review, strategy planning and the annual budgeting cycle. The Gartner team helps to collect the necessary data and the results are delivered in a formal on-site presentation. IT Executive Benchmarks provide a detailed analysis of the situation and are focused on delivering tangible results.

We provide peer-group price & cost comparisons for clients in the following areas:

Application Development and Support (including ERP Support) Client & Peripheral Support and IT Help Desk Data and Voice Network Enterprise Computing (Unix, Wintel, Linux, Mainframe) and Storage IT Service Catalog Rate Assessments Outsourced IT Services And more

High-Level Spending and Performance Scorecards and Metrics Gartner for IT Leaders Scorecard: Provides an objective external assessment

of IT investment or costs and service levels designed to identify strengths and areas for improvement based on a peer comparison using standard measurement frameworks for tracking and communicating IT performance.

CIO Scorecard IT Budget Scorecard Application Development and Support Scorecard Green Information & Communications Technology (ICT) Scorecard Information Security Scorecard Infrastructure & Operations Scorecard PMO Scorecard And more...



Gartner IT Key Metrics Data: Published Metrics, IT Key Metrics Data provides you with immediate access to authoritative data on staffing levels, spending, key performance metrics and trends for all areas of IT to support your business.

About Gartner

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