Patent ID: 7406430
Filing Date: 2008-07-29
Classification: G06Q

Abstract:
1. A computerized method for evaluating the satisfaction and value of information technology services as perceived by an external customer using information technology services provided by an information technology organization, the method comprising the steps of: connecting the external customer to a collection of databases, the collection of databases comprising an engagement model database, an engagement family database, and an engagement template database; retrieving a first engagement template from the engagement template database; presenting a plurality of user interfaces of the first engagement template to the external customer whereby the external customer provides input data on a plurality of information technology service attributes, the information technology service attributes comprising: presenting additional user interfaces having a focus area of the service attribute, a set of descriptions of the service attribute, a set of considerations of the service attribute, and an example of the service attribute; retrieving a second engagement template from the engagement template database; presenting a plurality of user interfaces of the second engagement template to the external customer whereby the external customer can provide input data, the second engagement template comprising an assessment matrix having a plurality of rows and columns, each row corresponding to a respective one information technology service attribute selected from the group of policies and procedures, team work, consistency of delivery, defect handling, and use of results, and each column corresponding to a respective one level of maturity of the information technology service attribute selected from the group of ad hoc, repeatable, consistent, exceptional, world class; providing metrics of the external customer's satisfaction of each information technology service attribute determined by the external customer's input data pertaining to each information technology service attribute in response to the first engagement template; and providing metrics of a degree to which the external customer and the information technology organization have a common understanding of a scope and objectives of the information technology services; identifying any disparity between expectations of the information technology organization delivering the information technology services and expectations of the external customer using the services; evaluating the customer's input data to the second engagement template; and outputting a maturity metric of each information technology service attribute.