Workshop IT Score for I&O

Gartner IT Infrastructure, Operations & Cloud Strategies Conference
09 – 12 December 2019 / Las Vegas
Workshop: IT Score for I&O
Mark Cleary
Mark Margevicius
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What You Can Expect Today
• A brief introduction to Gartner’s IT Score maturity assessments,

with the focus on IT Score for I&O
• Understand how it can help you identify areas of strength and areas
for improvement
• In individual activities, determine your I&O maturity and potential
areas to improve (at least as a first cut)
• In a group, select and develop best practices to improve I&O maturity
1 © 2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.
The History of IT Score for I&O
• The initial I&O maturity model developed in 2008

• The full IT Score set of assessments launched in 2010:
– Periodic updates (mostly minor)
– Ability to track progress over time
– Benchmark comparisons available by industry
Gartner’s acquisition of CEB created an opportunity to start over from

scratch using a modern platform — launched in April 2019
Key Challenges I&O Leaders Face in Delivering
Functional Priorities
Challenge How IT Score Addresses This Challenge
Flawed, incomplete insight on performance gaps
! Our methodology is grounded in markers of
Stakeholder feedback on gaps and traditional maturity maturity, as opposed to opinion, across all core
assessments rely on perception rather than actual practice, responsibilities of the IT function. This allows us to
and they often fail to cover key functional responsibilities. derive maturity in a way that diminishes subjectivity.
Uncertainty on what best practices is Our unparalleled insight into best practice enables
!
Defining desired functional performance is difficult without a us to define best practice based on behaviors from
clear understanding of the best-in-class approaches that leading companies who have demonstrated superior
are proven to be successful and economically viable. outcomes, but filtered for practical application.
Inability to connect gaps to concrete actions

! By basing maturity on actual practice, we are able to
A lack of specific steps necessary to improve functional provide clear roadmaps to move up the maturity
performance results in false starts , slow progress and curve, backed by proven best practices, tools, and
wasted resources. templates to save time and effort.
Exercise No. 1: Maturity Assessment
On a level of 1 to 5 (highest), how mature is your I&O

organization, and what are you basing your maturity on?
What Differentiates Gartner’s IT Score for I&O
From Other Maturity Models?
Web-based and interactive Detailed, comprehensive
self-assessment
• More than 300 • Specify key activities that
individual questions are important for you
• Simple yes/no questions • Improve the assessment
with a multiperson approach
• Complete in one to
two hours
Evaluates key I&O Objectives Provides customized and

Evaluate, Plan Measure specific recommendations
and Design and Optimize
Transition and Plan and Manage

Operate IT Services I&O Talent Recommendation Gartner
No. 1 Research
Manage the
Function of I&O
Reasons You Should Take Gartner’s I&O IT Score
Assessment for I&O
Maturity by Key Capabilities and Enterprise Perspective
IT org. managerial and
leadership perspective
CIO View
How your enterprise
leverages IT
Assess one or more

Enterprise
Architecture Identity and Infrastructure Program Security
disciplines. Measure
Data and Sourcing and Vendor
Applications
Analytics
and Access and and Portfolio and Risk
Management
effectiveness of
Technology Management Management Procurement
Operations Management
Innovation
developing and
exploiting core
IT capabilities
Enterprise Maturity
Part of a Family of Gartner Score Measurements
Strategy Score
Sales Score Audit Score
Risk Management Score Communications Score
Quality Score Customer Service & Support Score

Gartner
Score
Procurement Score Finance Score
Marketing Score Financial Services Score
Legal & Compliance Score HR Score

IT Score
Common Questions About the Assessment
• Do I have to complete the entire assessment, or can I only answer parts of it?
• Is it better to be done by one or multiple people?
• Is there an ideal number on how many people should do it?
• Who are the right type of people who should do it?
• Can I compare my results to industry averages?
• How do these scores compare to other IT Score/Gartner Score results?
• I did an IT Score assessment two years ago, can I compare the data?
• How much time do I need to allocate to complete the assessment?
Scope of the New IT Score for I&O
The activity map for I&O consists of five objectives and a set of activities that underpin each objective
• The new IT Score for I&O measures
maturity and priority across five objectives
• The model focuses on key aspects
of culture and talent management, which
is a crucial focal point for I&O leaders in
the digital age
• Each activity consists of a series of
subactivities that reflect a set of
maturity levels
• Scoring is on a 1 to 5 scale, with +/-
denoting more granular scoring
• 300+ yes/no questions asked in 25
functional areas
Activity: Develop Workforce Strategy
Sub Activity
The subactivities each require a

yes/no answer which contributes
to the overall maturity
Develop Workforce Strategy
Featured Resources
Leading the Next-Generation Workforce: An IT Perspective
IT leaders must evolve the composition and capabilities of teams to maximize outcomes. To lead next-generation workforces within IT, you must innovate
Foundational Practices Progressive Practices

Build Resilience in Your Workforce Through Succession Planning Survey Analysis: CIOs Must Invest in Reskilling and Transforming the IT
and Management Workforce to Propel Digital Business
CIOs must respond to disruptions and manage workforce-related risk. This CIOs must rethink how they plan and source new digital skills and
research guides CIOs to build workforce resilience for digital business competencies, focusing more on reskilling and development of the existing
Bold Steps CIOs Can Take to Extend Expertise, Skills and Performance workforce
Without Hiring
Traditional staffing models do not scale. This research helps CIOs fortify
expertise, skills & performance without necessarily hiring.
Note: Some documents may not be available as part of your current Gartner subscription.
Exercise No. 2: Subactivity Assessment
By reviewing the subactivities, which maturity level would you

achieve for the “Develop Workforce Strategy” activity?
Then we’ll discuss the findings as a group and
assess any patterns or trends
Interpreting Results
Each Activity Is Assessed to Provide an Overall
Maturity Rating
How We Define Activity Maturity
5 Practice Percentile
Best 90th
4
Advanced 75th
3
Common — Typical 50th
2 Foundational 25th
1 Ad Hoc — Informal 10th
Level
Maturity is measured on a scale ranging from 1 (Low) to 5 (High), indicting how advanced an organization’s development is in a functional activity relative to
best-practice research. Intermediate maturity scores can refined using a (+) or (-).
Maturity and Importance Can Be Compared
What Are the High-Priority Areas for Your Function?
High-Priority Area: Articulate Customer Needs
Team Consensus Can Be Measured for Maturity
and Importance
Exercise No. 3: Importance and Maturity
1. Of the 25 activities, what would be your three most

important activities and why?
2. Which three activities do you think would score the lowest
maturity and why?
Then we’ll do a show of hands
1. “Evaluate, Plan and Design” Maturity-Level Definition
2. “Measure and Optimize” Maturity-Level Definition
3. “Transition and Operate” IT Services Maturity-
Level Definition
4. “Plan and Manage I&O Talent” Maturity-
Level Definition
4. “Plan and Manage I&O Talent” Maturity-Level
Definition (Continued)
5. “Manage the Function of I&O” Maturity-Level Definition
Exercise No. 4
Review the maturity level in the

“Design Workforce Strategy”
maturity definition and assess how
closely (or not!) the definition maps to
the maturity level you thought you
had achieved in the first exercise
Exercise No. 5
1. Think about the maturity levels again — this time for the “Transition
and Operate” IT services maturity definition.
2. Indicate which maturity level you think you would achieve for
each activity.
3. Add up the activity maturity levels achieved and divide by four.
4. This is a loose approximation of your maturity for that objective.
5. Which maturity level was the highest and which the lowest?
We’ll then discuss the results as a group.

Observations and Best Practices
• IT Score is a catalyst to create an I&O continuous improvement plan

• Offers clarity on what is important in your organization
• Consider having multiple people take the assessment
• Follow the “80% of the time” rule when answering questions
• Treat the assessment like an annual physical exam
• Gartner can recommend follow-ups with specialists as needed
• Use the results as fodder for group/team meetings and activities
• Reassess every nine to 18 months
• Socialize IT Score and Gartner Score across other non-IO areas
Discussion on Improving I&O Maturity
Action Plan for I&O Leaders
When You Return to the Office:

• Familiarize yourself with IT Score by reviewing the assessment online
at gartner.com.
Next 90 Days:
• Baseline your I&O maturity by taking IT Score, preferably as a group.
• Implement a systematic and continuous roadmap for I&O improvement by
leveraging the IT Score results and recommended reading.
Next 12 Months:
• Reassess maturity progress every nine to 18 months by retaking IT Score.
Recommended Gartner Research
 IT Score for Infrastructure & Operations

Infrastructure and Operations Research Team (G00709540)
 How Gartner Score Helps You Assess Maturity and
Prioritize Improvements
Jeremy Hayes (G00389478)
 Building a Climate of Openness in IT
CIO Research Team (G00338924)
 IT Score for CIOs
CIO Research Team (G00709517)
For information, please contact your Gartner representative.
Appendix
Team Consensus
Team Consensus
Team Consensus
What Are the High-Priority Areas for Your
Function? (Leader Scores Only)

Workshop IT Score for I&amp;O

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Gartner IT Infrastructure, Operations & Cloud Strategies Conference

09 – 12 December 2019 / Las Vegas

Workshop: IT Score for I&O

• A brief introduction to Gartner’s IT Score maturity assessments,

• The initial I&O maturity model developed in 2008

Gartner’s acquisition of CEB created an opportunity to start over from

Inability to connect gaps to concrete actions

On a level of 1 to 5 (highest), how mature is your I&O

Evaluates key I&O Objectives Provides customized and

Transition and Plan and Manage

Assess one or more

Risk Management Score Communications Score

Quality Score Customer Service & Support Score

Marketing Score Financial Services Score

Legal & Compliance Score HR Score

The subactivities each require a

Foundational Practices Progressive Practices

By reviewing the subactivities, which maturity level would you

1 Ad Hoc — Informal 10th

1. Of the 25 activities, what would be your three most

Review the maturity level in the

We’ll then discuss the results as a group.

• IT Score is a catalyst to create an I&O continuous improvement plan

When You Return to the Office:

 IT Score for Infrastructure & Operations

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