IT Xperience Measurement - Amaze

From gut feeling to real UX insights with Amaze

IT Xperience Measurement Amaze

Based on Giarte’s XLA methodology, Amaze is a practical, hands-on tool to measure the feelings, failings, perceptions, and expectations that together form end-user experience. And it does it based on hard numbers, not assumptions. Amaze has a fundamental and positive impact on IT performance and changes the way organizations think about IT delivery.

Make user experience in ITSM visible with Amaze

Positive impact on IT Performance

Amaze is a turnkey survey management solution, pre-packaged with intuitive dashboards and templates based on XLA

Start measuring how your employees really feel

Amaze uncovers deep-felt perceptions and turns them into actionable data. We create dashboards that allow you to track the development of the user experience

Insights from multiple angles

We can calculate which buttons to push to improve people’s experiences and advise which experience indicators (XIs) matter most

Computer says NO

Everyone stumbles upon IT in their daily work. A good or bad IT experience has a huge impact on motivation, performance and even sick leave. The experience people have and the feeling they get is almost invisible. And when it does become visible, things have often spiraled out of control. You cannot look into people’s heads. Or can you?

Computer says YES

Amaze reveals how people really think and feel about IT. For over 15 years, we have charted IT experiences in business environments. We combine extensive research with plug-ins for ITSM platforms for daily checks. We see exactly where the shoe pinches before it starts to hurt.

Why Amaze

Happy employees pave the way for more satisfied customers, and IT is key to making this happen. Amaze helps to discover the value drivers of an excellent experience with IT. The Amaze insights show which buttons IT needs to press to make the employees more satisfied, engaged, and productive.

Fully integrated in ITSM

Amaze is available as an official app for the hugely popular ServiceNow®platform. Through this tight integration, Amaze can use ServiceNow’s advanced ticketing and resolution workflow to implement granular, data-driven experience measurements.

We provide standard surveys and experience indicators (XIs) for almost all domains within ITSM, from omnichannel support to application management. Our strong point is combining the subjective user experience data with the hard ITSM data for optimal insight. With this cross-over, we provide insights for continual service improvement (CSI).

Feedback focused on output and outcome

Amaze measurements focus not only on the quality of the IT tools and services (Output) but also on the added value of IT (Outcome). This multilevel focus helps employees provide meaningful feedback and the stakeholders to objectively evaluate the true value of IT to the business.

Over-time and in-time feedback

The Amaze methodology uses over-time surveys for measuring the general experience with IT resources. Furthermore, it uses in-time (trigger) surveys for measuring incidental experience with specific IT tools and services. This approach offers holistic insights to the business from multiple angles and interaction moments with IT.

Insights targeting the right part of IT

Our signature survey packs capture your customers’ voice and relate their feedback to ITSM processes and continual service improvement. Given the different needs and experiences with IT, Amaze uses a targeted approach focused on three types of measurements.

Why Amaze?


Use dynamic surveys to measure IT experience, based on proven methodology and more than a decade of continuous research.


Get detailed insights into both what your employees want and your business needs with our smart dashboards.


Identify key areas to improve the IT experience in your organization and turn insights into actions.

Start measuring how your employees really feel.