Insight

Would you like practical, usable information on the user experience on more than just one level? A standard customer satisfaction research will not provide you the answers which you can actually use to take action. Satisfaction is more that ‘satisfied’ or ‘unsatisfied’. Giarte’s ITsat will provide the detailed information on the satisfaction of the users.

You can then work out optimization rounds for your IT service provision in more depth. How? Like this:

“ITsat enables us to make a quicker and better diagnosis. That in turn avoids a lot of guesswork and discussion.”

Complete insight

ITsat gives you an overview on the basis of six aspects. These begin with general aspects such as the quality of the workplace and office applications, the business applications or training and schooling. These are supplemented with specific aspects such as the contact moments between end users and the IT organization. ITsat requests selected groups of your staff to give their evaluation of incident resolution, either on the basis of their experience with the delivery of a service or their experience with a non-standard service (RFC).

Continual measurements

The IT end users submit their weekly evaluations, but not all together. ITsat asks successive small groups of the staff for their evaluations. You then make continual of the quality of the IT service provision without causing hindrance to the end users. You can then immediately see whether improvements have had the required effect. You are given confirmation that things are going well or you immediately gain an insight into the necessary adjustments.

Context-based measurements

Context is needed for interpretation. Everything takes place in a context: your staff work in a specific business unit, in a specific division and, where relevant, in a specific country. Consequently, the work is context-based. This is also applicable to IT services and incidents, both of which have context-based characteristics, such as the priority assigned to an incident or the IT group that resolved the incident. The context is of importance to a detailed analysis: this then reveals which things are going well and which things are in need of improvement. Giarte customises ITsat for your organization and your situation. All reports reveal the organizational structure of your business, namely the context. This distinguishes ITsat from the standard CSS (Customer Satisfaction Survey).

The strength of the chain: end-to-end

IT services (both their provision and the resolution of incidents) consist of a chain. This chain extends from the end user via the helpdesk and internal IT department and external outsourcing supplier, where relevant to the specific department that is ultimately entrusted with the specific service. ITsat gives you an insight into all the links in this complex chain, from end-to-end. You obtain this insight as our measurement instrument takes the specific supplier, department or desk responsible for the provision of the relevant service or resolution of the investigated incident into account in the evaluation. You then automatically gain insight into which links in the chain exhibit a sub-optimal performance. Which are the strong and weak links?

3 Insight

See where improvements are required

Seeing what can be improved is one thing, but knowing where and how the improvements can be made is something else Measuring the level of user satisfaction is the first step. Knowing what to do to increase the level is the second – necessary – step. Obviously, you will wish to make targeted improvements. ITsat visualises your improvement potential: which (detail) elements can be improved by making which adjustments?

Proven cost savings

Giarte’s ITsat clients are not only able to make continual improvements to their IT service provision: the frequency and depth of the resultant information also enables them to achieve cost savings! You can also increase efficiency and reduce the costs of your use of IT

Read about an example from practice here.

Test theory against practice

Although ITsat is tailored to each organization, this is always carried out on the same basis. Most of the questions the end users are asked about their workplace, business applications and incidents, etc., are the same in each case. As a result, your organization can be compared with other organizations that use ITsat. Giarte uses this benchmark to provide you insight into your performance as compared to the entire group of ITsat users. You can then assess whether your theoretical scope for improvement can be utilized in practice.

 

Do you have any questions? Don’t hesitate, contact Giarte.

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