Key Analyst Report on the Impact of Enterprise Data Metrics and How to Use Metrics to Build Customer Profiles

1. Gartner IT Key Metrics Data
2011 SUMMARY REPORT
Key Industry Measures: IT Spend & Staff
summary report
This report contains database averages and
only represents a subset of the published
metrics and prescriptive analysis capability
available through Gartner Consulting
Benchmark Analytics.

2. IT Key Metrics Data Summary Report
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IT Key Metrics Data 2011: 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 Summary Report provides an overview of IT Spend and Staffing Key Metrics as well as
offers some insight into the distribution of that spend on average.
Sourced from Gartner research notes (RN): RN# G00208190 IT Key Metrics Data 2011:
Executive Summary, RN# G00208200 IT Key Metrics Data 2011: Key Industry Measures: Cross
Industry Analysis: Current Year.
Questions? Interested in Custom Extracts or Benchmarking? Contact us at
benchmarkinginfo@gartner.com
More information on Gartner’s Benchmark Analytics solutions can be obtained at:
www.gartner.com/benchmarking
Please feel free to participate in additional surveys at: www.gartner.com/surveys

3. Publication Date: January 15, 2011 2
© 2011 Gartner, Inc. and/or its affiliates. All rights reserved.
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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 Gartner’s 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 IT’s 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.

4. IT Key Metrics Data 2011: Summary Report
Publication Date: January 15, 2011 3
© 2011 Gartner, Inc. and/or its affiliates. All rights reserved.
Gartner is a registered trademark of Gartner, Inc. or its affiliates.
TABLE OF CONTENTS
IT Key Metrics Data 2011: Summary Report .....................................................................................4
Demographics: Distribution by Industry ................................................................................4
IT Intensity Measures.........................................................................................................................5
IT Spend Key Metrics: By Industry: IT Spend as a % of Revenue - 2010...........................5
IT Spend Key Metrics: By Industry: IT Spending per Employee - 2010($US).....................6
IT Staffing Key Metrics: By Industry IT FTEs as a % of Total Employees (2010) ................7
IT Resource Distributions...................................................................................................................8
IT Spend Key Metrics: Cross Industry: Capital vs. Operational Expenses...........................8
IT Spend Key Metrics: Cross Industry: IT Strategic Spend to Run, Grow, and Transform the
Business................................................................................................................................8
IT Spend Key Metrics: Cross Industry: Distribution of Spending on Hardware, Software,
Personnel, Outsourcing.........................................................................................................9
IT Staffing Key Metrics: Cross Industry: In-House vs. Contract Employees.........................9
Performance Measurement Solutions from Gartner...........................................................10
About Gartner......................................................................................................................11

5. IT Key Metrics Data 2011: Summary Report
Publication Date: January 15, 2011 4
© 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: Summary Report
Looking Ahead
The measures that follow highlight key spend and sourcing measures in the IT Enterprise. The measures
explored should help to identify overall trends, although individual variations from these trends may be
justified by specific business needs and objectives, as well as differences due to the size and complexity
of an organization’s IT environment.
Demographics: Distribution by Industry
Source: Gartner IT Key Metrics Data 2011
Sample = 2,252
2%
2%
2%
2%
3%
3%
3%
3%
3%
4%
4%
4%
4%
4%
5%
5%
7%
7%
8%
11%
14%
0% 5% 10% 15%
Energy
Chemicals
Consumer Products
Telecommunications
Media and Entertainment
Food and Beverage
Transportation
Industrial Electronics and Electrical Equipment
Pharmaceuticals Life Sciences and Medical Products
Construction Materials and Natural Resources
Healthcare Providers
Software Publishers and InternetServices
Industrial Manufacturing
Utilities
Government- State/Local
Retail and Wholesale
Education
Government- National/International
Insurance
Banking and Financial Services
Professional Services
Percent

6. IT Key Metrics Data 2011: Summary Report
Publication Date: January 15, 2011 5
© 2011 Gartner, Inc. and/or its affiliates. All rights reserved.
Gartner is a registered trademark of Gartner, Inc. or its affiliates.
IT Intensity Measures
IT Spend Key Metrics: By Industry:
IT Spend as a % of Revenue - 2010
Source: Gartner IT Key Metrics Data 2011
IT spending as a percent of revenue is helpful in understanding the relative level of IT investment.
0.7%
1.2%
1.2%
1.4%
1.4%
1.9%
2.0%
2.5%
2.7%
3.1%
3.1%
3.2%
3.3%
3.9%
4.5%
4.5%
4.7%
5.8%
6.0%
3.5%
0% 1% 2% 3% 4% 5% 6% 7%
Energy
Construction Materials and Natural Resources
Food and Beverage Processing
Retail and Wholesale
Chemicals
Industrial Manufacturing
Consumer Products
Utilities
Industrial Electronics and Electrical Equipment
Transportation
Insurance
Healthcare Providers
Pharmaceuticals Life Sciences and Medical Products
Telecommunications
Professional Services
Media and Entertainment
Education
Software Publishing and InternetServices
Banking and Financial Services
Database
Percent

7. IT Key Metrics Data 2011: Summary Report
Publication Date: January 15, 2011 6
© 2011 Gartner, Inc. and/or its affiliates. All rights reserved.
Gartner is a registered trademark of Gartner, Inc. or its affiliates.
IT Spend Key Metrics: By Industry:
IT Spending per Employee - 2010($US)
Source: Gartner IT Key Metrics Data 2011
IT spending per employee is often used to determine the amount of IT support the average company
employee receives.
$4,388
$4,400
$4,760
$5,078
$5,343
$5,812
$5,954
$7,140
$7,584
$7,758
$8,226
$10,426
$11,168
$11,610
$13,278
$13,297
$14,724
$15,012
$15,937
$22,961
$28,756
$12,350
$0 $10,000 $20,000 $30,000 $40,000
Food and Beverage Processing
Construction Materials and Natural Resources
Retail and Wholesale
Education
Healthcare Providers
Industrial Manufacturing
Consumer Products
Transportation
Government- State/Local
Chemicals
Industrial Electronics and Electrical Equipment
Professional Services
Pharmaceuticals Life Sciences and Medical Products
Energy
Telecommunications
Software Publishing and InternetServices
Government- National/International
Utilities
Media and Entertainment
Banking and Financial Services
Insurance
Database Average

8. IT Key Metrics Data 2011: Summary Report
Publication Date: January 15, 2011 7
© 2011 Gartner, Inc. and/or its affiliates. All rights reserved.
Gartner is a registered trademark of Gartner, Inc. or its affiliates.
IT Staffing Key Metrics: By Industry
IT FTEs as a % of Total Employees (2010)
Source: Gartner IT Key Metrics Data 2011
IT employees as % of total employees is an additional measure of IT support and IT intensity from a
human capital perspective.
1.5%
1.8%
2.1%
2.2%
2.5%
2.5%
2.6%
2.9%
3.5%
3.5%
3.5%
4.0%
4.8%
5.4%
5.5%
6.0%
6.5%
6.6%
7.5%
9.4%
11.9%
5.4%
0% 2% 4% 6% 8% 10% 12% 14%
Construction Materials and Natural Resources
Food and Beverage Processing
Industrial Manufacturing
Retail and Wholesale
Consumer Products
Healthcare Providers
Chemicals
Transportation
Pharmaceuticals Life Sciences and Medical Products
Industrial Electronics and Electrical Equipment
Government- State/Local
Energy
Education
Professional Services
Utilities
Telecommunications
Software Publishing and InternetServices
Government- National/International
Media and Entertainment
Banking and Financial Services
Insurance
Database Average
Percent

9. IT Key Metrics Data 2011: Summary Report
Publication Date: January 15, 2011 8
© 2011 Gartner, Inc. and/or its affiliates. All rights reserved.
Gartner is a registered trademark of Gartner, Inc. or its affiliates.
IT Resource Distributions
IT Spend Key Metrics: Cross Industry: Capital vs. Operational
Expenses
Source: Gartner IT Key Metrics Data 2011
IT capital expenses vs. operational expenses helps to portray the investment profile for an organization in
a given year.
IT Spend Key Metrics: Cross Industry: IT Strategic Spend to Run,
Grow, and Transform the Business
Source: Gartner IT Key Metrics Data 2011
The distribution of IT spending to “run”, “grow”, and “transform the business” provides a view of the
investment profile in business terms. In some industries, it is not uncommon to see high “run” focus –
typically because organizations in the industry are not planning strong changes in business model or high
organic growth - so this often times translates into a more “cost center” role of IT in the industry.
25% 75%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Capital Operational
67% 19% 14%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Run Grow Transform

10. IT Key Metrics Data 2011: Summary Report
Publication Date: January 15, 2011 9
© 2011 Gartner, Inc. and/or its affiliates. All rights reserved.
Gartner is a registered trademark of Gartner, Inc. or its affiliates.
IT Spend Key Metrics: Cross Industry: Distribution of Spending on
Hardware, Software, Personnel, Outsourcing
Source: Gartner IT Key Metrics Data 2011
Distribution of spending between hardware, software, personnel, and outsourcing can show the dynamics
of business investments in IT.
IT Staffing Key Metrics: Cross Industry: In-House vs. Contract
Employees
Source: Gartner IT Key Metrics Data 2011
In-house vs. contract employee can help provide a view of the IT staffing strategy.
17% 21% 41% 21%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Hardware Software Personnel Salaries & Benefits Outsourcing
81% 19%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Insourced Contractors

11. IT Key Metrics Data 2011: Summary Report
Publication Date: January 15, 2011 10
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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.

12. IT Key Metrics Data 2011: Summary Report
Publication Date: January 15, 2011 11
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