ISG Performex™

The needs of businesses are constantly evolving – and technology is an increasingly critical component. More than ever before, businesses are turning to data to ensure that their technological transformations are delivering value. ISG Performex™ measures and benchmarks the health of the end-to-end technology value chain, providing objective data to drive decision-making.

Through the ISG Performex ™ suite of products, businesses can strengthen internal and external relationships, enhance end-user productivity and build a world-class workplace technology experience.

ISG Performex™ service offerings include:

  • ISG UserX™, which measures and benchmarks the end-user experience with workplace technologies and shared services.
  • ISG Relationship360™, which assesses the health of enterprise-provider relationships, as well as how IT is meeting the needs of the business with bilateral feedback that ensures joint ownership for driving improvements.
  • ISG Pursuit360™, which undertakes a comprehensive review of a provider’s wins and losses, including the key drivers behind enterprise decisions and key lessons for the provider.

ISG Performex™ is built on ISG’s unparalleled data, methodology and expertise. With one of the world’s largest databases of workplace technology experience and relationship benchmarks, you can understand your performance relative to others, establish realistic performance targets and obtain consistently high quality, action-oriented results.

About ISG Provider Services

Performance-Based-Contracting

Performance-based Contracting: The Next Step in Sourcing

It has long been standard practice to include performance-based metrics in sourcing contracts. These metrics have traditionally been in the form of key performance indicators (KPIs) and service level agreements (SLAs) to define minimal acceptable service standards. The assumption is that if providers maintain certain standards – a set number of full-time equivalents on the service desk or a set number of days to answer service requests – then the quality of the service is being effectively managed.

Today, high-performing organizations are increasingly building experience and satisfaction metrics into their sourcing contracts, especially in cases where the services delivered have a direct impact on the end user and the contract is “outcome-based.” Outcome-based contracts are those in which either all or part of payment to the provider is tied to its ability to achieve a specific outcome or result.

There is growing recognition that, due to their high level of business visibility, end-user services play a critical role in shaping perceptions of the entire IT organization. For many users, end-user services will be the only interaction they have with IT. It is also worth noting that users often do not differentiate between service provider entities that deliver services and internal IT teams that simply manage the provider relationship.

The concern with traditional approaches to performance management is that end users tend not to be aware of, or particularly interested in, KPIs and SLAs. Instead, they focus simply on whether or not the service is meeting their expectations and allowing them to perform their roles effectively and efficiently. To assess this, the enterprise needs to measure how users perceive the quality of services with a more nuanced view than KPIs and SLAs alone can demonstrate. The answer? End-user satisfaction metrics.

This ISG white paper Performance-based Contracting: The Next Step in Sourcing explores how to build satisfaction metrics into a sourcing contract. Contact us to find out more about how ISG’s User Experience index (UEi™) can help you build the workplace of the future.

About the authors

Lauren is a Senior Research Consultant who works to measure and assess the health of business to business engagements amongst many large organizations. She has run a number of programs assessing the User Experience (UEi™) and health of Business and Vendor Relationships (BRm/VRm) between users of technology, technology groups and external vendors. She has conducted more than 100 interviews and worked on a number of bespoke customer satisfaction and programs for clients in manufacturing, resources and the financial sectors.

Jaimee manages the benchmarking database and analyzes business-to-business engagements for some of the largest Australian and international organizations. She is involved in the design and delivery of ISG’s User Experience index (UEi™), taking an active role in the end-to-end research process from design to data analysis and report delivery. Jaimee has expanded the UEi™ question library and the ISG Satisfaction Benchmarking database, which has led to a considerable broadening of ISG’s benchmarking capabilities.

meet the team