High Quality Impact Assessment What does good look like? 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 authorized 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. © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. DO NOT DISTRIBUTE What does a good Impact Assessment look like? 1. Examples of client value that you have captured and the client agrees can be used in IA (ensure value is confirmed with client prior to inclusion) 2. Our understanding of client’s top priorities (linked to company goals) 3. Given the understanding of client priorities, showcase Gartner resources and engagement aligned to their initiatives 4. Proposed Gartner services 5. Next steps/mutually agreed upon written plan DO NOT DISTRIBUTE The Executive Summary is completed last, and succinctly showcases the 5 elements of a good Impact Assessment. Executive Summary TIP: The Executive Summary should be able to stand on its own, so it can be shared with other relevant parties in your client’s organization (such as other key decision makers, procurement, CFO, etc.) COMPANY NAME currently has 67 seats for a total investment of USD 417K. It comprises the following: • • • • • 1 3 2 13 48 Industry Advisor Workgroup seat Industry Workgroup Member seats Gartner for IT Leaders Reference seats Advisor seats Reference seats In the last 16 months, COMPANY NAME users have: Accessed 1909 research documents and 157 Toolkits (2066 total). Conducted 123 analyst inquiries. Had 334 executive interactions. Conducted 3 contract reviews and 34 document reviews. Completed 15 analyst onsite discussions. Received 3 published research recommendations. In addition, US MARINE CORPS had 78 event attendances (includes webinars). Through these interactions Gartner provided advice and insight on initiatives including: IT Cost Optimization, Innovation Management, IT Strategic Planning, ITIL and Process Improvement, Business Value of IT. For these initiatives, COMPANY NAME users gave an average value rating of: 4.71 out of 5 for analyst inquiries rated. Business Impact (Optional – AE to create this paragraph based on the below example or delete the section.) Seat-holders scored Gartner support at X out of 5 driven by improved vendor selection for virtualization and expert advice on ERP and PPM. Company XYZ saved $#,###K through reviews of Oracle and Microsoft contracts. In addition, Company XYZ reduced risk on three key projects by leveraging Gartner’s written research and analyst advice. Gartner has aligned its proposed services to COMPANY NAME’s key initiatives including: Application Development, Insurance Legacy Modernization, Cloud Computing, Application Governance and Strategy, Application Overhaul. COMPANY NAME has active projects with Gartner Consulting, including: 1 consulting engagement Automated output from Client Connect – AE to update with support of seatholders, champions and decision makers © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 2 1. Example of Value Captured • Client Testimonials • Value Statements COMPANY NAME’s Engagement Dashboard from Jul 11 to Jun 12 2066 Documents and Toolkits Accessed1 ITIL & Proc Improv 190 Top Key Initiatives DataCtr Mod & Consol 85 IT Strat Planning 81 Unif Comm & Collab 75 Info Gov & MDM Prgms 74 Ent Arch Program 66 Info Sec Tech & Svcs ITIL & Proc Improv 7 ContntCollab&SocInit 7 IT Asset Management 6 Business Value of IT 6 Prog&Port Mgmt Ldrs 5 DataCtr Mod & Consol 5 Application Overhaul 5 61 Virtualization 61 Negot SW Contracts 5 App Gov & Strategy 59 Prog & Port Mgmt 4 54 Others D. Olson 310 D. Wegner 290 G. Heaivilin 257 N. Andrew 140 B. Chapman 89 K. Hoag B. Harder 75 62 Other Activities: • 334 Executive Interactions • 3 Contract Reviews • 34 Document Reviews • 15 Analyst Onsite Discussions • 3 Published Research Recommendations • 78 Event Attendances • 18 out of 26 Tickets Remaining 9 Outsourcing Comms Infra Moderniz Top Users 123 Inquiries Conducted 64 P. Bennett 11 S. Burrill 10 C. Swett 9 A. Gillespie 8 K. Nally 7 R. Thomas 7 D. Olson 6 6 R. Smith 49 J. Del Colliano J. Petto 48 C. Schlafer C. Granger 43 D. Wegner 5 4 1 1260 additional documents and toolkits from other Key Initiatives not shown in the chart NOTE: Document and toolkit counts may not be consistent across pages due to rounding (if associated with more than one Key Initiative) © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 4 Automated graphical output from Client Connect TIP: Data on its own does not always correlate to value. Leverage this slide if and when it supports your value story. When used properly, this slide should help the case for proposed future services. COMPANY NAME’s Value Review from Jan 11 to Apr 12 (page 2 of 7) Automated output from Client Connect – AE to update with support of seatholders, champions and decision makers Value Rating (1-5)1/ Comments Key Initiative Engagement Snapshot Innovation Management Strategy/Review Meeting including: • Innovation & Emerging Technology, B. Ringdahl, 20-Apr-2011 (D. Green) 4.72 Consultation including: • Augmented Reality, C. Heiliger, 14-Feb-2011 (F. Hopewell) 33 Contextualized Research Documents for Executives including: • • • • • • Better ITAM, A. Hohnjec, 11-Sep-2012 (D. Rose) Autonomy Acquisition from HP, Y. Lucas, 24-Jul-2012 (N. Barron) Finance related research, A. Streifler, 17-Jul-2012 (P. Hungerford) Workshop prep work, A. Hohnjec, 13-Jul-2012 (N. Barron) HP relationship, A. Hohnjec, 13-Jul-2012 (D. Rose) LEAN/6 sigma, A. Streifler, 20-Jun-2012 (P. Hungerford) Toolkit including: • Toolkit: My Hype Cycle, 2011 (J. Petto) 28 Research Documents including: • • • IT Strategic Planning Hype Cycle for Emerging Technologies, 2011 (M. Cirillo) Roundup of Innovation Management Research, 2011 (B. Chapman) Unleashing the Entrepreneurial CIO (N. Andrew) Workshop including: • On-site workshop on PPM for leadership plus 25+ members of staff, R. Towry, 20-Mar-2011 (J. Dillon) Strategy/Review Meeting including: • Not Yet Rated AE to conduct value review with client to obtain Value Rating IT strategy, R. Towry, 05-Jul-2011 (T. Adams) 1 Contract Negotiation including: • • Utilized Contract Negotiations service for 1 vendor contract Please contact Sue Withycombe at sue.whithycombe@gartner.com or +44 121 506 9708 for more details. AE to insert details here. Contract Negotiations – AE to update with internal support from CFC 1 5 is extremely valuable; 1 is not valuable , 2 Average Value Rating for inquiries rated NOTE: Document and toolkit counts may not be consistent across pages due to rounding (if associated with more than one Key Initiative) © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 5 Automated output from Client Connect – AE to update with support of seatholders, champions and decision makers COMPANY NAME’s Captured ~$XK In Hard Dollar Savings Contract Review Owner Spend Savings Captured Redemtech with Stewart Buchanan 27-Jul-2011 J. Lock < Insert Spend > < Insert Savings > IBM Audit with JoAnn Rosenberger 23-Feb-2012 D. Perez < Insert Spend > < Insert Savings > F5 Networks Pricing with Joe Skorupa 03-Nov-2011 K. Shah < Insert Spend > < Insert Savings > IBM Audit with Frank DeSalvo 23-Feb-2012 D. McCloud < Insert Spend > < Insert Savings > Access Management and Federation Management Software with Perry Carpenter 04-Apr-2012 M. Hiromuro < Insert Spend > < Insert Savings > < Insert Spend > < Insert Spend > TOTAL © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 6 COMPANY NAME’s Captured ~$XK In Hard Dollar Savings through Contract Negotiation Service Contract Negotiations Owner Spend Savings Captured • SYNGENTA CROP PROTECTION - SWITZ utilized Contract Negotiation service for 1 vendor contract • Please contact Sue Withycombe at sue.whithycombe@gartner.com or +44 121 506 9708 for more details • AE to work with CFC associate to get more details and complete this page AE to work with CFC associate to complete AE to work with CFC associate to complete AE to work with CFC associate to complete < Insert Spend > < Insert Spend > TOTAL Automated output from Client Connect – AE to update with help from CFC associate © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 7 COMPANY NAME’s Average Client Value Rating of 4.1 for Rated Inquiries (Jan 11 - Apr 12) Number of Responses Extremely Valuable 5 5 4 15 Automated graphical output from Client Connect 3 3 2 0 Not valuable 1 at all 0 TIP: Data on its own does not always correlate to value. Leverage this slide if and when it supports your value story. When used properly, this slide should help the case for proposed future services. NOTE: The rated inquiries include contract reviews and document reviews © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 8 COMPANY NAME’s Active Consulting Engagements 1 Key Initiative Engagement Snapshot Enterprise Applications Suites and ERP • Automated output from Client Connect – AE to update with support of seatholders, champions and decision makers Value Rating (1-5)1/ Comments Consulting Engagement including: SAP complexity assessm. 20309, R. Unger (J. Fitzpatrick) 5 is extremely valuable; 1 is not valuable © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 9 Example of high quality customization done by Account Executive COMPANY NAME Value Delivery Summary 2010-2012 Gartner has delivered strategic value to COMPANY NAME’s top IT initiatives through traditional interactions : Accessed 1778 research documents. Leveraged 5 Toolkits. Conducted 49 analyst inquiries. In addition, COMPANY NAME’s had 3 separate event attendances. Gartner assisted to provide cost avoidance at a minimum of $360k, cumulative time savings of 3 months, and risk mitigation on initiatives dealing with Information Governance, Auto Insurance Claims policies, security monitoring and Application Overhaul. AE worked with client champions and stakeholders to capture value statements throughout the year Key Initiative COMPANY NAME Team Example Value Delivered Overall Gartner Support (EA Program, Application Overhaul, Auto-policy system) • Mark Jones “I estimate that I would need 2-4 people at a minimum cost of $90/hour, which would equate to $360,000 in replacement of Gartner research support” - Mark Jones Infrastructure Support • Bill Kresman • Chris O’Malley “Magic quadrants give us a good initial ranking and then analysts explain why those rankings are the way they are. This often helps in elimiating companies that we are consider from like 10 down to 3. This saves a lot of time and money…” -Bill Kresman Virtual Clients • Kristen Walker “Saved about a month’s worth of time…when Gartner helped to steer us away from vendors that are not on top.” - Kristen Walker Enterprise Content Managements • Priya Gupta “This information assisted with risk avoidance result of knowing whether the current vendors we have are safe vendors, are they looked at as leaders in the field, are they going to stay in business and grow?” - Priya Gupta Gartner is working with your organization to develop a proposed solution for 2011-2012 aligned to your top IT priorities: Business IT Alignment, Mobile Enterprise Strategy, Cloud Computing strategies, CRM upgrades/implementations, Vendor Management, Enterprise Content Management, and Security and Privacy, DO NOT DISTRIBUTE Alternative format - example of high quality customization done by Account Executive Critical Decisions Impacted By Gartner Overall Gartner Support “I am getting a good deal of value and exposure to a wide range of subjects at a level that makes sense. In terms of value, I look at what it would cost me in terms of head count to have similar access to this level of expertise. I estimate that I would need 2-4 people at a minimum cost of $90/hour, which would equates to $360,000. Gartner provides a quick way to provide a moderate level of expertise in areas that I don’t have access to. - Mark Jones Enterprise Content Management Gartner Infrastructure Support Enterprise Architecture “Gartner is watching and tracking more than I am able to do so and this saves me time in researching on my own and allowing me to implement with my team.” - Mark Jones “This information assisted with risk avoidance result of knowing whether the current vendors we have are safe vendors, are they looked at as leaders in the field, are they going to stay in business and grow?” - Priya Gupta “The team that I am working with is very pleased with Gartner. Their question is mainly around how to use security monitoring within our systems. The support is helping with risk avoidance.” “ The service has gotten better over the years. Quality has been consistently improving, a lot of time we are calling to find out about companies and products. Magic quadrants give us a good initial ranking and then analysts explain why those rankings are the way they are. This often helps in elimiNelsoning companies that we are consider from like 10 down to 3. This saves a lot of time and money as we don’t have to go talk to all of the companies that we were initially considering, we don’t have to do RFPs for all of them. We have project teams that review those RFPS, so its much better to review 3 instead of 10 RFPs.. saves money in the long run.” - Bill Kresman “I am looking for a best variety for information which is what I find when I use Gartner as my primary provider for that. I have recently accessed research in many areas: BPM research, Architecture, EA tools, Cloud computing – we have a group working on that, Information mgmt. I started using Gartner when I was working on Y2K program. It’s the breadth of information that I can get from the one stop shop of Gartner” - Mary Scott AE worked with client champions and stakeholders to capture value statements throughout the year DO NOT DISTRIBUTE 2. Understanding of Priorities • Key Initiatives • Projects < Sample template – AE to update> Prioritization of Client Initiatives High Size of bubble indicates Investment level Automated output from Client Connect – AE to update with support of seatholders, champions and decision makers Projects: Client Connect • Client Connect • Apps Platform Strategies Risk Business/ Personal Virtualization Apps Platform Strategies Cloud Computing • Virtualization • Shared Services • Cloud Computing Shared Services This template is available from Gartner Proposal tool Low 2-3 years Time / Urgency (for project progress/completion) High 3-6 months Automated output from Client Connect – AE to update with support of seatholders, champions and decision makers COMPANY NAME’s Value Plan* (page 1 of 2) Key Initiative Recommended Resources Application Development - (Measure and Improve) Representative Written Research: • 2012 Programming Language Market Impact Assessments for Systematic IT Projects • Administrative Time Is an Organizational Drain • Agenda for Application Development, 2012 Representative Toolkits: • Toolkit: Basic Enterprise Architecture Metrics • Toolkit: Best Practices Checklist for Secure Application Development Conduct inquiries with analysts. Representative analysts include: Ian Finley, Ross Altman, Eric Knipp. Connect with peers - 709 peers available for this initiative. Team: T. Shar, D. Rodriguez, P. Winters. Business Goal: <AE Insert> Challenges / Opportunities: <AE Insert> Key Milestone Dates: <AE Insert> Vendor Management- (Measure and Improve) Team: J. Apted, A. Begg, C. Brodte, F. Dugrillon, S. Vasilevski. Business Goal:<AE Insert> Challenges / Opportunities:<AE Insert> Key Milestone Dates: <AE Insert> Cloud Computing - (Technologies and Vendors) Team: D. Rodriguez, M. Jones, R. Salvo. Business Goal: <AE Insert> Challenges / Opportunities: <AE Insert> Key Milestone Dates: <AE Insert> Representative Written Research: • Assessing Your Outsourcing Relationship's Health • Best Practices to Drive the Early Engagement of IT Procurement • Best Practices: Saving Costs Through Outsourcing and IT Services Representative Toolkits: • Toolkit: Outsourcing Contract Legal Compliance Article • Toolkit: Outsourcing Contract Relationship, Integration and Governance Attachment Conduct inquiries with analysts. Representative analysts include: David Edward Ackerman, William Maurer, Gayla Sullivan. Connect with peers - 573 peers available for this initiative. Representative Written Research: • Case Study: Using Cloud IaaS for Business Continuity Solutions • Cloud Infrastructure as a Service: An Essential Overview • Cool Vendors 2012: The Nexus Alters Business and Consumer Strategies Representative Toolkits: • Toolkit: Comparing Cloud Computing Infrastructure Providers • Toolkit: Sample RFP for DAST Tool Selection Conduct inquiries with analysts. Representative analysts include: Biswajeet Mahapatra, David W. Cearley, David Mitchell Lock. Connect with peers - 1760 peers available for this initiative. © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. * Entitlement depends on type of service. 14 Gartner’s Understanding of COMPANY NAME Initiatives Example of high quality customization done by Account Executive Initiative and Team Description and Challenges Group Identity Description and Goals Team Mary Scott & COMPANY NAME Team There is organizational confusion, in some areas, around the roles of BUSINESS UNIT NAME and COMPANY NAME. Efforts have been made to address but have not fully been successful. Deliverables and Milestones • Branding of BUSINESS UNIT and COMPANY NAME • Timeframe = Q2? Challenges/Questions • How does COMPANY NAME gain visibility and recognition? • How do we clearly define roles of BUSINESS UNIT NAME and COMPANY NAME? IT Management Frameworks Description and Goals Team Mary Scott & COMPANY NAME Team; BUSINESS UNIT NAME IT Management framework is a collection of legacy things and processes. There is a lack of understanding of the model and framework BUSINESS UNIT NAME is operating under. This is a challenge because COMPANY NAME is responsible for ensuring enterprise and operational systems are functioning properly. Deliverables and Milestones • Better understanding of IT / OT Service Management framework • Timeframe = Q2? Challenges/Questions Project & Portfolio Management Description and Goals Team Mary Scott • Integration of IT/OT is not clear cut so how do we best manage flow of information across the enterprise? COMPANY NAME has managed to catalog all of the technology projects and has some level of governance. Challenges/Questions • How does COMPANY NAME move up to the next level of maturity in this area? DO NOT DISTRIBUTE 3. How Gartner Will Support • Alignment to Priorities • Timeline Sample Proposed Engagement Plan for DataCenter Strategy Automated output from Client Connect – AE to update with support of seatholders, 1 90-day engagement plan for Data Center Modernization and Consolidation champions and decision makers July 2 9 August 16 23 6 13 September 20 27 3 10 17 24 Key Milestones Service Interactions 30-day check-in <AE to insert> Kickoff 'Windows Server 8' to Provide Administration and Operations Advantages Toolkit: RFP for Data Center Construction Agenda for Data Center Infrastructure, 2012 <AE to insert> Toolkit: CostBenefit Analysis for Dual-Vendor Network Architectures Written Research and Tools Subject Matter Experts Engage with an analyst expert to get actionable advice tailored to your priorities Engage with an analyst expert to get actionable advice tailored to your priorities Connect with peers to learn and share best practices on your top priorities Peers Indicates Gartner for IT Leaders Advisor level of service The Six Triggers for Using Data Center Infrastructure Management Tools Engage with an analyst expert to get actionable advice tailored to your priorities This slide is generated by the Gartner Proposal tool © 2011 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 1 90-day review 17 Sample Engagement Plan Example of high quality customization done by Account Executive for COMPANY NAME Initiatives April 1 12 May 19 26 2 9 June 16 23 6 13 20 27 Key milestones Service interactions Kickoff Portfolio review 30-Day checkin IT/ OT Alignment, PPM Research…. ITScore for PPM, Review Toolkits for PPM & IT Service Mgmt, … IT Market Clock , Magic Quadrant, Hype Cycles, other Foundational Research, … Written research and tools Talk to an analyst expert to get actionable advice contextualized to your priorities Subject matter experts Bring Gartner SME (Analyst) on site for to discuss initiative and get actionable advice contextualized to your priorities Connect with peers to learn and share best practices on your top priorities Peers * Gartner for IT Leaders Workgroup level of service DO NOT DISTRIBUTE 90-day review Toolkit: Comparing Cloud Computing Infrastructure providers PPM & IT Governance Summit (Nelsonional Harbor, MD, May 21-23) Talk to analysts and peers to get actionable advice contextualized to your priorities Talk to an analyst expert to get actionable advice contextualized to your priorities Showing an engagement plan in a timeline format helps to create urgency and align proposed Gartner support to client priorities milestones Gartner has Subject Matter Experts for DataCenter Strategy Automated output from Client Connect – AE to update with support of seatholders, 1. Representative analysts 72 analysts are experts for Data Center Modernization and Consolidation champions and decision makers include: David J. Cappuccio, Research VP 43 Years in IT industry David J. Cappuccio is a managing vice president and chief of research for the Infrastructure teams with Gartner, responsible for research in data center design, construction and cost models, data center futures, servers, power/cooling, green IT, virtualization and data center consolidation strategies. Mr. Cappuccio's experience extends more than 41 years in the technology arena, including financial services, IT operations, market research and management consulting. Starting in 1992, he spent 10 years at Gartner in various research and executive roles, including group vice president and general manager of Gartner's worldwide Research organization. Rakesh Kumar, Research VP 25 Years in IT industry Rakesh Kumar is a vice president in Gartner Research, where he specializes in enterprise infrastructure and operations strategies. With more than 23 years of international experience, Mr. Kumar is a recognized leader in data center architectures, infrastructure, high availability and operational processes. Mr. Kumar is also leading the research in data center power and cooling issues and is an established international authority in environmental and "green" IT strategies. He has worked with the European Union and various governments around the world on energy-related technology issues. Mr. Kumar has spent considerable time in India working with many companies and government departments. He is one of the world's foremost experts on the development of core IT infrastructure in India. Mike Chuba, Research VP 30 Years in IT industry Mike Chuba is a vice president in Gartner Research. He has covered the large systems marketplace for Gartner for the last 28 years. This slide is generated by the Gartner Proposal tool 1 Indicates Gartner for IT Leaders Advisor level of service 19 4. Proposed Services Automated output from Client Connect – AE to update with support of seatholders, champions and decision makers Proposed Services Service Quantity of Licenses Proposed Seat Holder Investment Industry Advisor Workgroup 1 M. Jones Industry Workgroup Member 3 D. Rodriguez, R. Salvo, P. Winters Gartner for IT Leaders Advisor Workgroup 2 T. Shar, P. Winters Gartner For IT Leaders Workgroup Member 13 D. Meadows, C. Domineca, K. Faun, T. Washer, H. Grafland, E. Cubby, J. Nero, B. Thompson, S. White, R. Salvo, T. Womack Reference 48 Price Plan contains more than 30 enabled seats; the seat holder list has been suppressed. Total Investment: © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.Run ID: 74989 21 Example of high quality customization done by Account Executive Proposed Services Service Quantity of Licenses Key Initiatives Proposed Seatholder Investment Gartner for IT Executives CIO Essentials with IAS Banking 1 •Core Banking System Upgrade •Change Management (Core Banking) •General Ledger •Applications Overhaul – (Temenos/Corporate Financial Management) •Outsourcing/Vendor Management – (HCS/Cap Gemini) C. Grant $69,500 Industry Advisor Workgroup Essentials 1 Advisor 5 Workgroup Members •Windows 7 and Understanding of Windows 8 •Mobile Device Management •CRM •Foreign Exchange •Loans OrigiNelsonion System •Quality Assurance •Data Center Modernization and Consolidation •Core Banking Systems Replacement •Bank of the Future •Microfinancing/Social Banking Advisor - G. Christopher Workgroup - J. Zhu Workgroup - S. Lopez Workgroup - L. Datta Workgroup - B. Noujaim Workgroup - H. Brook $91,900 IT1 SMB Advisor Enterprise Access Enterprise •Master Data Management •BI Integration •Video Conferencing Strategy •Collaboration Strategy •Migrating BI Environment to Temenos •MS BI Tools •Enterprise Power Management •Virtualization/ESX •BizTalk 2010 ESB features •Security •Identity and Access Management •Application Development Enterprise $61,900 IT News & Insight from Gartner 10 D. Florian, M. Mellott, D. Kushnir, D. Long, J. Daniels, K. Murphy, F. Lee, R. Armstrong, J. Ashcraft, K. Turner $0 $223,300 CAD Run ID: 41741 DO NOT DISTRIBUTE Total Investment: 5. Next Steps • Mutually agreed written plan/next steps • Platform to ensure client commitment Automated output from Client Connect – AE to update with support of seatholders, champions and decision makers Next Steps Description Owner Date Update this document based on today’s discussion <AE name> <Date> Provide service agreement reflecting services discussed today <AE name> <Date> Complete sign off process with target date of <AE to insert> <Decision maker name> <Date> Kick-off services • Onboard new seat holders • Ensure value delivery plans are up to date for all seat holders • Conduct kick-off meeting with <Decision maker name> to review his plan on using Gartner for top priorities <AE name> New Client Engagement Team <CP, EP, LP name, if applicable> <Date> © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.Run ID: 74989 24 Suggested Next Steps to Mature Gartner Knowledge Capability Example of high quality customization done by Account Executive Action Description Milestone Dates Ownership Review of individual support and requirements per IT business unit We will provide our recommended proposal and agree on mutual next steps 10/28/2011 Andy Johnson, Raveena Nelson, Roderick Wong, Brent Festo, Rob Gomez, Don Lock, Andrew Enzor Decision-Making Process and proof of concept We would like to understand your decision-making process so that we can finalize the appropriate services mix. 11/04/2011 David Josefsson and Navi Waters COMPANY NAME’s Gartner support agreement decision COMPANY NAME will provide their final decision with contracts. 11/28/2011 David Josefsson and Navi Waters Support kick off Final Decision Individual IT Teams will have kick off meeting to set up just in time resource, and team analyst call Review of Corporate support and impact on critical decisions We will provide our report on quarterly basis on impact, areas of improvement and recommended changes 1st month of contract 1/2/2012 3/1/2012 Gartner is a registered trademark of Gartner, Inc. or its affiliates. 9/1/2012 David Josefsson, IT Directors, Executive Partner and Navi Waters 12/1/2012 Ensure next steps includes engagement actions after the contract signing TIP: This approach creates urgency to commit and also showcases continuity of relationship and value delivery aligned to Inc. key priorities © 2011 Gartner, and/or its affiliates. All rights reserved. 6/1/2012 David Josefsson, IT Directors, Executive Partner and Navi Waters DO NOT DISTRIBUTE 25 Drive renewal commitment by clearly defining dates and ownership – be sure to align dates that will lead to renewal sigNelsonure well in advance of contract start