ITsat brochure english

1 SERVICE SATISFACTION

SERVICESATISFACTION

USER EXPERIENCE WITH ITSAT


Rainer Ziegler | CIO, Germany and Austria TEVA, Global IT

We thought we knew IT until we invited

our colleagues in the business to provide feedback. Now we

see much better and earlier where and how changes lead directly to business impact.

i


Ambitious CIOs drive the value of IT from an

outside-in perspective: customer-centric. ITsat

provides CIOs and their teams as well as the service

provider community with the feedback that they

need to enhance both the user experience and

improve the user-facing IT Service Management

processes.

In IT, we are so busy that we don’t take the time to

talk to users or listen to their issues. Knowing

their views, beliefs, and hardships is essential for

managing outside-in. ITsat creates a shared

understanding of how users rate their IT solutions

(workplace, business applications) and services

(incident resolving, change management) to power

continuous service improvement.

Today’s consumers are tomorrow’s business users

The ITsat platform connects your IT service

management metrics, such as call-to-fix, to the

experience of your user community that is measured

as user satisfaction. This provides you with deeper

and more meaningful insight with regards to the

business impact of IT; it is information that enables

waste reduction and increased accountability in

your IT delivery.

In our digital world, the productivity of employees hinges

on the use of the services and solutions provided by IT

organizations and their service providers. Each day, the IT

organization has to meet the sky-high expectations of a digital

savvy workforce. Those expectations are fueled by trends

such as consumerization that put new hardware, devices, and

software into the hands of your employees. Today’s consumers

are tomorrow’s business users.

USER EXPERIENCE WITH ITSAT


BE IN CONTROL OF YOUR DESTINYIt pays off to know how business users perceive and experience the IT

services that they need every day. Gathering user feedback in a structured

way provides IT with the controls it needs to steer more effectively.

1. Control your end user experienceDo not go into discussions blind regarding the

technical performance of hardware and applications.

Demonstrate that you are listening by driving

conversations away from tech-talk toward concrete

steps that IT is taking to create value for your

business.

2. Control continuous service improvement Your IT service management processes allow you to

manage call volumes, response times, and first time

right metrics, but the reality is: you do not know

the effectiveness of all of these efforts unless you

measure the satisfaction of the user community.

Continuous IT service improvement requires rich

user feedback to identify opportunities for service

improvements and waste reduction.

3. Control IT delivery Especially in larger organizations, it can take a while

before frustrations with IT come to the surface.

Bit by bit the pressure builds up until the volcano

erupts. By actively listening to the user community,

you can have an early-warning system for troubles

within your IT delivery.

4. Control external providers Although you have outsourced the delivery of IT

services to external providers, you will always

remain responsible for your end users. The ITsat

user satisfaction metrics can help you shift the

attention of your providers to the business impact of

their services, instead of just focusing on delivering

plain technology. Enable your service providers to

understand the experience of your user community

and hold them accountable for their contribution

to the user satisfaction. Increasingly more

organizations are including user centric metrics in

SLAs nowadays. Giarte provides the support needed

to get the right metrics in your SLA.


Track the impact of changesChanges in IT systems often have a larger impact

than you know. ITsat measures those changes on

a weekly basis thereby allowing you to track the

impact of IT changes like migrations close to real-

time. This enables IT to adapt quickly when needed.

Service levels that really satisfyIntroduce service levels that incorporate user

satisfaction. Discussions with business managers

and IT service providers will become more effective

when based on user satisfaction, rather than

technical issues.

FROM ASSESSMENT TO ACTIONITsat engages the professionals in your organization to share their feedback

on the performance of IT. This is feedback that complements the data you

already have about the technical and operational performance of your

IT delivery. These are exactly the insights you miss but that you need to

monitor regarding the effectiveness of IT operations and strategic changes.

Source with confidenceDo not depend on your service provider to report

its performance. You are responsible for your

own users; make sure that you know how IT

delivery impacts your business. Take control of the

discussion and govern relations based on business

insights that drive results that count.

+15%



Metrics and reports need to be easy to understand

and should inspire to drive action. ITsat delivers its

satisfaction insights in simple yet powerful dashboards.

Some examples are shown on this page regarding how

the built-in reporting engine structures and presents

the user feedback.

The dashboard platform Action Client enables you to

easily compare the metrics per country and per region,

so that you can quickly deep-dive to individual user

feedback. User comments can be gathered in any language

and are automatically translated into English overnight.

WE PUT BUSINESS USER SATISFACTION ON THE MAP


ELEMENTS OF ITSAT IN A NUTSHELL

DASHBOARD A complete, online oversight of all service aspects that are tied to the delivery of IT services, viewed from the perspective of users in the business.

ANALYSIS

Connect soft metrics like satisfaction with hard metrics like response times in order to see patterns and possible inconsistencies.

ACTUALS Don’t waste time on annual surveys; get fresh insights based on weekly surveys. Each night, we populate your online dashboard with the latest evaluations.

REPORTS

ITsat comes with a coherent set of weekly, monthly, and quarterly reports, each with a specific focus and a specific target group. All insights are delivered to your inbox.

BENCHMARK

See how your employees rate IT compared with other large organizations. Determine if you are a follower or top-performer and adjust your strategy based on an external and objective check.


Smart invitation logicITsat allows you to set thresholds for the number

of invitations that a user will receive. This ensures

that user participation is managed and the time

occupation remains acceptable for the end user.

Multilingual and personalized surveys ITsat can invite and survey in any language. It even

remembers the preference when a user switches the

language. When a user provides feedback in his/her

language, ITsat can translate the open comments

overnight into English.

Service management tool agnostic ITsat is delivered as a service on top of your service

management tooling. It is easy to link several tools

or data-sources together in case you have a multi-

vendor landscape.

Giarte delivers ITsat as a service. No additional software licenses or any hardware are necessary. ITsat connects to your data sources, such as the service management systems and/or HR systems. Implementation is easy and can be done within two months. Most clients take their time to communicate the adoption of ITsat to stakeholders within IT and the business. All data is gathered securely, we use our own infrastructure and do not use a public cloud infrastructure. ITsat is used by well-known brands, such as AEGON, AkzoNobel, Philips, and Teva.

HOW ITSAT IS DELIVERED


Giarte is a data-driven research and consulting firm

that is based in Amsterdam. We improve relationships

between internal IT operations, the business, and

IT service providers. We have developed a product

named ITsat for driving continuous performance

management in IT.

Interested in taking the next step with ITsat? Contact [email protected] or call us at

+31 20 622 3444 (Amsterdam, the Netherlands).

GiarteJacob Bontiusplaats 91018 LL AmsterdamThe NetherlandsP.O. Box 890 1000 AW AmsterdamTelephone +31 20 622 [email protected]

ABOUT GIARTE



www.giarte.com

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ITsat brochure english