Introduction to Service Delivery Excellence EXECUTIVE PROGRAMS SERVICE DELIVERY EXCELLENCE PROGRAM © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

Service Delivery Excellence Defined Service Delivery Excellence Program  Foundation of the Executive Programs   Help improve: Member engagement  Satisfaction  Retention  Results in high

Renewal

rates © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

Service Delivery Excellence Defined Service Delivery Excellence Program  Provides associates with guidance on how to manage your members through a member life cycle from Presale through Renewal  Provides best-in-class-experience  Leveraging the global framework  Standards for fulfilling the Executive Programs deliverables © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

Service Delivery Excellence Modules

2 3 4 5 6 7 8 Module # Topic Covered 1

Introduction to Service Delivery Excellence Overall Guidance for Service Delivery Excellence Stage 1: Presale Definition and Guidance Stage 2: Architected Onboarding Definition and Guidance Stage 3: Value Planning Definition and Guidance Stage 4: Value Delivery Definition and Guidance Stage 5: Value Review Definition and Guidance Stage 6: Renew Definition and Guidance © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

Important Outcomes of Service Delivery Excellence 1.

2.

3.

Globally consistent framework for fulfilling product deliverables Associates know what is expected of them at work Consistent service delivery processes lead to efficiency, and efficiency leads to improved profitability © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

Important Outcomes of Service Delivery Excellence As we continue to grow:  Define how we provide outstanding service to our Members  Increase Member retention around the world  This training program is built on a solid platform  Talk to your manager  Talk to you co-workers © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

After This Training You Will Be Ready To:          Deliver and confirm value Encourage high member engagement through substantive interactions Personalize deliverables to meet your members’ needs Leverage

gartner.com

and other tools available to you Review and plan the service your members receive through value planning Apply process consistently Collaborate Measure success Continually use social contracting with members and peers © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

After This Training You Will Be Ready To:          Deliver and confirm value Encourage high member engagement through substantive interactions Personalize deliverables to meet your members’ needs Leverage

gartner.com

and other tools available to you Review and plan the service your members receive through value planning Apply process consistently Collaborate Measure success Continually use social contracting with members and peers © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

After This Training You Will Be Ready To:          Deliver and confirm value Encourage high member engagement through substantive interactions Personalize deliverables to meet your members’ needs Leverage

gartner.com

and other tools available to you Review and plan the service your members receive through value planning Apply process consistently Collaborate Measure success Continually use social contracting with members and peers

Growth Higher Retention Extending Sphere of Influence

© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

This Module Introduces the Service Delivery Excellence Program Topics covered in this module: 1.

Executive Programs value proposition 2.

3.

4.

The Service Delivery Excellence Program defined Goals and results of the Service Delivery Excellence program Your charter related to Service Delivery Excellence © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

Our Mission Is to Help Our Members Drive Results

Gartner Executive Programs Mission :

Equip CIOs and senior executives with the tools and knowledge they need to deliver exceptional business results for their organizations, and develop themselves as successful business leaders.

© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

Gartner Executive Programs Delivers Strategic Value to CIOs

A service delivery team focused on initiatives

• Membership starts with a Member Value Plan, a road map of how Gartner will work on the key initiatives • All substantive interactions (including inquiries, meetings and workshops at events) focus on key initiatives

CIO VALUE

Collaborate and interact with peers

• Largest CIO community—over 4,000 around the globe • Interact with CIOs with similar key initiatives—at events, through facilitated peer networking and online © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

Get expert input

• Access and share role relevant research on key initiatives, on demand • Call Gartner experts to gain new insights as priorities evolve

Service Delivery Associates Help Busy Members Get Value From Our Broad and Deep Deliverables

Gartner Executive Programs Deliverables Enable Our Value Proposition:

Gartner Executive Programs Deliverables Personalized Service Delivery Unparalleled CIO Community

Service Delivery associate: • Key driver of value for Executive Program Members • Experts of the breadth and depth of Gartner and Executive Programs • • Learn about challenges Match the best deliverable elements

Unparalleled CIO Community CIO Value

© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

Service Delivery Associates Help Busy Members Get Value From Our Broad and Deep Deliverables

Gartner Executive Programs Deliverables Enable Our Value Proposition:

Gartner Executive Programs Deliverables Personalized Service Delivery Unparalleled CIO Community

Service Delivery associate: • Key driver of value for Executive Program Members • Experts of the breadth and depth of Gartner and Executive Program • • Learn about challenges Match the best deliverable elements

Unparalleled CIO Community Our Value Proposition is to Enable Success for CIOs

© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

The Service Delivery Excellence Program Provides Guidance to Service Delivery Associates on How to Provide High-quality, High-value and High-impact Delivery The service delivery process based on a six-stage model:  Presale  Architected Onboarding  Value Planning  Value Delivery  Value Review  Renew © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

There Are Three Goals for the Service Delivery Excellence Program Service Delivery Excellence is designed to continuously improve three areas: © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

There Are Three Goals for the Service Delivery Excellence Program Service Delivery Excellence Goals:

Continuously improve…

© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

There Are Three Goals for the Service Delivery Excellence Program Service Delivery Excellence Goals:

Continuously improve… …and enable our mission Gartner Executive Programs Mission:

Equip CIOs and senior executives with the tools and knowledge they need to deliver exceptional business results for their organizations, and develop themselves as successful business leaders.

© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

With Service Delivery Excellence, Our Members Enjoy a Consistent, High-quality Experience Member viewpoint with Service Delivery Excellence

“My Service Delivery associate regularly brings me the right tools to solve my business challenges. I don’t know where I would be without Executive Programs.”

-CIO Signature Member

“Two years ago, I was going to let my membership expire because I wasn’t getting value from it. My Service Delivery associate showed me what I was not taking advantage of. Last week I talked a peer into joining.”

-CIO Member

“Gartner does a great job with this program. I get great tools to support my CIO.”

- CIO Signature Delegate

“Gartner content has always been the best; with this program they provide great service, too.”

- CIO Essentials Member © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

Moreover, Gartner Executive Programs Associates Have a Clear Understanding of How They Can Best Contribute to the Success of Our Members and Our Business Associate viewpoint with Service Delivery Excellence

“Service Delivery Excellence gives me a process to uncover my members’ key initiatives and focus on the activities that make a difference.”

- Executive Partner

“Doing this job well is about managing a thousand details without mistakes. Service Delivery Excellence gives me the tools and the clarity to do this. It’s great.”

-Executive Advisor

“I love this job. Service Delivery Excellence helps me do it right, and gives me parameters to balance it with the other important things in my life.”

- Executive Client Manager

“Working with Executive Programs associates, I renewed every single Executive Programs member this year. Moreover, these relationships have led to other sales. I have to get more of my clients into Executive Programs.”

-Account Executive © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

Service Delivery Excellence Is Critical to Gartner Executive Programs’ Success—Your Charter Is to Learn and Implement the Guidance Consistently

Service Delivery Excellence is essential to Gartner and Executive Program’s continued success

© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

Service Delivery Excellence Is Critical to Gartner Executive Programs’ Success—Your Charter Is to Learn and Implement the Guidance Consistently Five Elements: 1.

Complete the Service Delivery Excellence Web-based training program 2.

Apply the guidelines as you work in your role as a Service Delivery associate 3.

Help evolve and improve the Service Delivery Excellence program going forward 4.

Focus on the key outcomes of the Service Delivery Excellence program 5.

Take the Service Delivery Excellence self assessment to gauge current performance © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

This Is the First of Eight Training Modules That Describe the Service Delivery Excellence Program Web-based Training Program for the Service Delivery Excellence Program

Module # Topic Covered 1

Introduction to Service Delivery Excellence

2 3 4 5 6 7 8

Overall Guidance for Service Delivery Excellence Stage 1: Presale Definition and Guidance Stage 2: Architected Onboarding Definition and Guidance Stage 3: Value Planning Definition and Guidance Stage 4: Value Delivery Definition and Guidance Stage 5: Value Review Definition and Guidance Stage 6: Renew Definition and Guidance © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

Think About How You Will Leverage Service Delivery Excellence Plan for Service Delivery Excellence  What is your first step to organize yourself for success?

 How will you plan your first interaction with a new member?

 How will you schedule value reviews?

 How will you collaborate with fellow Service Delivery partners?

 How will you work with the Sales team with your members and prospective members?

© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

Thank You for Participating in This Training Topics covered in this module: 1.

Executive Programs value proposition 2.

3.

4.

The Service Delivery Excellence Program defined Goals and results of the Service Delivery Excellence program Your charter related to Service Delivery Excellence © 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

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