Gartner G-Cloud Service Definition
Consulting for Cloud: Gartner Cloud & ICT Cost Optimisation —
Cloud Services Baseline
For further information on Gartner support for Cloud initiatives visit:
http://www.gartner.com/technology/research/cloud-computing/services.jsp
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
authorised 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.
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved.
Gartner Service Definition —
Cloud & ICT Cost Optimisation – Cloud Services Baseline
■
Service Description
Gartner will independently assess the cost or price of a client’s Cloud
service provision, where it is provided in-house, or through an external
service provider or both. The assessment will ensure that both ICT and
business executives have an accurate assessment of their Cloud service
position relative to their organisation’s peer group in the Gartner market
place databases, with opportunities for improvement through:
Final presentation to executive stakeholders (IT or business) and
tailored executive summary to suit the audience
Key Benefits
■
Using Gartner frameworks and models the project will capture items
of internal and external expenditure in an overall summary that
facilitates comparisons of staffing, ICT Services hardware, software,
networking etc.
■
Providing both an industry (governmental) and service based peer
comparison, to ensure that recommendations are relevant to the client;
■
■
Identifying areas of potential concern (i.e. Cost, Service Level
Agreements, Value for Money), both at high level, and per delivery
area within scope;
Understand pricing and cost from both a governmental (‘market’)
perspective, and opportunities for improvements based on the
workload and volume of Cloud services being consumed
■
Recommendation of next steps to provide an action plan, and areas
for further focus
Establishes recommendations for further analysis of each of the
identified areas of optimisation including achievability
■
Gartner data sources will be used to provide answers to key
questions, for example:
Allows client organisation to gain an independent insight into both
“basic IT procurement” and Cloud service opportunities
■
Utilising a proven measurement framework based on business and
data analytical interactions with many large Government
organisations and also Global 500 private sector organisations
■
■
–
Is this a competitive market price for the Cloud and other services
being provided?
–
Where can economies and improvements in the value proposition
to our users and stakeholders be made?
Key Deliverables
Price
■
■
IT Cost Optimisation (ITCO) report which comprises:
■
Cost and price information used for the test
■
Overall conclusions, market positioning and recommendations
■
High level sizing of opportunities identified (price, cost, service
levels)
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved.
Gartner is a registered trademark of Gartner, Inc. or its affiliates.
1
Gartner will charge a firm fixed price of £61,025 per service tower
(service tower example can be for instance service desk, or end-user
computing, or server operations, or mainframe, or storage area
networks, or voice networks, or data networks, or applications etc.)
excl. VAT, incl. all expenses for this service.
Gartner Service Definition —
Cloud & ICT Cost Optimisation – Cloud Services Baseline
Full List of Deliverables
■ Project Plan — following Project Initiation, a plan will be prepared to cover roles and responsibilities, business owners , client
stakeholder involvement, key milestones and timescales for the review
■ 2 Workshops — to assist client teams with data collection, using client schedules of cost and contracts which detail service pricing
for external contracts
■ Summary of Data Collected — Using Gartner templates of cost, price and service level, a summary of the cost breakdown for the
client organisation, for agreement and sign off. This will include analysis of cost and price, service levels, high level metrics such as
IT spend as a % of organisational spend, and high level maturity via interview or self-assessment. This will be confirmed via:
■ Workshop 3: Data Freeze Confirmation — Based on a facilitated workshop
■ Report 1 — following Gartner analysis of the market positioning, the report will include high level metrics, tuned by client peer
comparisons by delivery area, covering key cost/ price per unit and potential opportunities identified ready for the next step
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved.
Gartner is a registered trademark of Gartner, Inc. or its affiliates.
2
Gartner Service Definition —
Cloud & ICT Cost Optimisation – Cloud Services Baseline
Approach
Schedule
■ Using Gartner databases of key metrics, cost, price, service
levels and maturity, to compare client against peer
organisations
■ Through use of two workshops and interviews to collect data,
to achieve an IT baseline within a 4 to 6 week period.
Reasons why Others use Gartner
■ To identify gaps to good market practices and opportunities
for improvement in cost and price
■ Gartner has a track record of identifying real and material IT
cost optimisation opportunities, like SLA adjustment resulting
in increased Value for Money or cost optimisation of typically
10% to 20%
■ To understand the current and desired future state of IT Cloud
and services, and support client teams in achieving both
strategic and tactical change
■ Gartner will field a highly experienced team to ensure
maximum leverage of expertise and insight for you as the
client
■ To input into client IT strategy and supplement existing
planning
Project Team
■ Gartner has developed a proven methodology and fact based
analysis using the unique Gartner Benchmarking databases
to provide a firm foundation to identify real and achievable
cost reductions
■ Gartner will provide consultants which are experienced in the
area of base-lining of IT and evaluation against market. The
project will be led by a Director, or an Associate Director and
supported by a team of subject matter experts.
■ Gartner will follow an accelerated process, using proprietary
tools, industry experience and focused data collection
■ You will be engaging recognised industry specialists that are:
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved.
Gartner is a registered trademark of Gartner, Inc. or its affiliates.
3
–
Experts in Benchmarking and IT best practices
–
Experts in optimising service delivery models
–
Experts in organisation optimisation
Gartner Service Definition —
Cloud & ICT Cost Optimisation – Cloud Services Baseline
Assumptions
■
■
■
The due diligence (‘as-is’) data are reasonably available via
interviews and documentation review.
The client will provide timely access to all appropriate personnel to
be interviewed. These personnel will have the ability to provide data
necessary to complete this project, answer questions, provide
existing documentation and attend working sessions.
Service pricing assumes that the client will arrange all sessions with
the client personnel.
■
All data collection and interviews/workshops will take place via
telephone or in person at the client offices.
■
The client will designate a project manager to act as the primary
point of contact for this project who will be expected to work closely
with the Gartner employees as needed and will: (a) approve project
priorities, detailed task plans and schedules; (b) facilitate the
scheduling of Gartner interviews with appropriate client personnel;
(c) notify Gartner in writing of any project or performance issues;
and (d) assist in resolving project issues that may arise.
■
■
The client is to schedule the client resources for project activities
and provide meeting facilities as necessary.
■
The client personnel will be made available per the final project
schedule.
■
Any requests for additional information (beyond the details
described in the tasks above) that are made by the client will be
considered a change in scope for this engagement and will be
handled accordingly .
■
All deliverables will be developed using Microsoft products (for
example, Project, Excel, Word and PowerPoint).
Changes to Scope
The work effort described in this service definition assumes that the
client personnel are available to assist in the project as defined in
this Proposal. In the event that the client personnel are not
available, a change of scope may be necessary.
The client will review and approve documents within five business
days. If no formal approval or rejection is received within that time,
the deliverable is considered to be accepted by the client.
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved.
Gartner is a registered trademark of Gartner, Inc. or its affiliates.
■
4
■
The scope of the engagement is defined herein. All client requests
for changes must be set forth and explained in writing. As soon as
practicable, Gartner shall advise of the cost/schedule implications
of requested changes and any other necessary details to allow both
parties to decide whether to proceed with the requested changes.
The parties shall agree in writing upon any requested changes prior
to Gartner commencing work.
■
As used herein, “changes” are defined as work activities or work
products not originally planned for or specifically defined by this
service definition.
Gartner Service Definition —
Cloud & ICT Cost Optimisation – Cloud Services Baseline
Information Assurance
Backup Restore and Disaster Recovery
■ Gartner possesses analysts and consultants with various
security clearances, or we will acquire those clearances as
the client demands.
■ The Gartner service under discussion does not require
Gartner to manage or store any critical client data on the
client’s behalf. Therefore, as there is no risk to the client and
no break in service that will affect the client experience, there
is policy required.
■ Gartner associates are bound by very specific rules around
client confidentiality and security given that our clients reveal
to us their greatest challenges and difficulties in order that we
can help and support them most effectively.
■ Gartner’s benchmarks are predicated on the confidentiality of
its data sources, with only outline information given as to the
nature of the data points contained within its databases (e.g.
Government; UK; workload range of X-Y end users, and the
like)
Service Migration
Data Restoration
■ There is no need for a Service Migration plan given the nature
of the service under discussion. The client is able to complete
and conclude the service without any ongoing process being
required for transfer of service or information to an alternative
provider or successor.
■ This does not apply: all data retained is anonymised before
use with other clients; no client is able to access this data
directly and therefore there is no data restoration process
related to this service.
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved.
Gartner is a registered trademark of Gartner, Inc. or its affiliates.
5
Gartner Service Definition —
Cloud & ICT Cost Optimisation – Cloud Services Baseline
Onboarding
Offboarding
■ Does not apply. Gartner’s process involves guiding the client
staff through the baseline activities, either through workshop
or through structured interview.
■ Does not apply. Gartner’s process does not rely on any
individual’s knowledge of the client IT organisation, cost base.
There is some dependency on accessing the correct member
of client staff with whom to discuss key areas of data
collection. Gartner’s recommendation is that this be handled
during the project initiation phase.
■ Gartner retains responsibility for agreeing any data collected
with the client sponsor/ project manager
■ Gartner retains responsibility for agreeing any data collected
with the client sponsor/ project manager
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved.
Gartner is a registered trademark of Gartner, Inc. or its affiliates.
6
Gartner Service Definition —
Cloud & ICT Cost Optimisation – Cloud Services Baseline
Pricing
Ordering and Invoicing Process
■ This service is provided at a firm fixed price of £61,025 per
service tower excl. VAT, incl. all expenses for this service.
■ Gartner will bill for 100% of the professional fees at contract
signing.
■ Service towers defined are: service desk, end-user
computing, server operations, mainframe, storage area
networks, data networks, applications, IT security and day
rates.
■ All invoices are payable net 30 days from date of invoice.
While Gartner does not itemise billing for professional
services, Gartner agrees and will comply with any reasonable
requests for records substantiating our invoices.
Financial Recompense Model
Termination Terms (by Consumer / by the Supplier)
■ In the event that a Service does not meet the specifications
set out in the applicable Service Description, the breach will
be handled in accordance with the Liability and Termination
terms set out in the Call-Off Agreement.
■ Services may be terminated without cause by the Customer
on at least thirty (30) Working Days’ notice.
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved.
Gartner is a registered trademark of Gartner, Inc. or its affiliates.
7
Gartner Service Definition —
Cloud & ICT Cost Optimisation – Cloud Services Baseline
Service Management
Service Constraints
■ Gartner Advisory is focused on the delivery of high quality and
timely advice and guidance to its client base, and has a
number of quality gates which it has built into its products:
■ This is not applicable to this service.
■ Gartner’s benchmarking process is UKAS ISO9001
accredited and includes the completion of key project
governance artefacts such as a project initiation document,
project plan, progress review calls, and Quality Assurance by
the relevant Managing Partner for Government
■ Gartner Consulting recommendations are produced
independently without the influence, review or approval of
outside investors, shareholders or directors. For further
information on the independence and integrity of Gartner
Research, see “Guiding Principles on Independence and
Objectivity” on our Web site, www.gartner.com or contact the
Office of the Ombudsman at ombudsman@gartner.com or +1
203 316 3334.
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved.
Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Service Levels
■ This is not applicable to this service.
8
Gartner Service Definition —
Cloud & ICT Cost Optimisation – Cloud Services Baseline
Training
Trial Service
■ This is not applicable to this service.
■ Gartner does not offer a trial service option in relation to this
service.
Consumer Responsibilities
Technical Requirements
Data Collection
■ Client may be asked to provide a projector, to assist with the
discussion of cost, price, service level and maturity items at
the workshops.
■ Client will provide the necessary support to all data collection
activities and workshops.
■ No other technical requirements exist.
■ All data collection and interviews/workshops will take place via
telephone or in person at client location as agreed to at the
project initiation.
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved.
Gartner is a registered trademark of Gartner, Inc. or its affiliates.
9