Gartner IT Key Metrics Data

2011 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

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 Questions? Interested in Custom Extracts or Benchmarking? Contact us at benchmarkinginfo@gartner.com More information on Gartners Benchmark Analytics solutions can be obtained at: www.gartner.com/benchmarking

Please feel free to participate in additional surveys at: www.gartner.com/surveys

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IT Key Metrics Data 2011: Application Support Summary Report

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).

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

IT Key Metrics Data 2011: Application Support Summary Report

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

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

IT Key Metrics Data 2011: Application Support Summary Report

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)

3%5%

15%

4%

74%

0% Occupancy Software - Development Software Software - User Vendor Packages Hardware Personnel

20%

40% 3% 5% 15% 4% 74%

60%

80%

100%

Source: Gartner IT Key Metrics Data 2011

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

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

IT Key Metrics Data 2011: Application Support Summary Report

Distribution of Application Support Activities: By Region

Total

North America

EMEA

0%

10%

20%

30%

40%

50%

60%

70%

80%

90% Total 19% 25% 41% 13% 2%

100%

EMEA Bug Fixes Minor Enhancements Business & Operations Support Technical Upgrades Other 17% 20% 46% 17% 0%

North America 20% 26% 38% 12% 3%

Source: Gartner IT Key Metrics Data 2011

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.

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

IT Key Metrics Data 2011: Application Support Summary Report

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

83%

17%

0%

10%

20%

30% Yes

40%

50%

60%

70% No

80%

90%

100%

Source: Gartner IT Key Metrics Data 2011

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

80%

20%

0%

10%

20%

30% Yes

40%

50%

60%

70% No

80%

90%

100%

Source: Gartner IT Key Metrics Data 2011

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

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

IT Key Metrics Data 2011: Application Support Summary Report

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...

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

IT Key Metrics Data 2011: Application Support Summary Report

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.

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