ITsat – where ‘sat’ stands for satisfaction – is a Giarte measuring tool designed to improve the quality of IT services and manage costs. ITsat measures end users’ overall experience with IT services: in terms of both effectiveness (doing the right things) and efficiency (doing things the right way).
Satisfaction in IT
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The unique features of ITsat
ITsat has a number of unique features aimed at equipping organisations with the information and guidelines needed to optimise their IT services. This distinguishes ITsat from the more classic method of customer satisfaction measurement which only shows whether or not clients are satisfied. What are these unique features of ITsat?
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How ITsat helps improve service
Constant insight into the experiences of end users provides the organisation with a springboard for initiating, monitoring and adjusting improvements. ITsat contributes to improved service in a variety of ways.
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What ITsat offers
The ITsat service consists of two components:
(1) the process of requesting feedback from end users, and
(2) the reports that interpret this feedback in the most practical way possible.
Articles
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The backbone of service excellence
Provision of information as key to quality improvement
In an average organisation, several parties are involved in the demand and supply of IT. A potential risk in that regard is that the provision of information becomes fragmented.
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Outsourcing clients often dissatisfied
Service orientation = putting the client first
Outsourcing providers often notice that their clients are dissatisfied even though the desired savings have been realised. Giarte’s Marco Gianotten explains this phenomenon in greater detail in this webcast.
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“He who manages processes around user satisfaction saves considerably”
DSM’s business case for ITsat explained
Since the summer of 2006, DSM has been using ITsat to measure and improve user satisfaction with IT at the company's sites around the world. What are the specific benefits that ITsat has delivered for DSM?