GIARTE INSIGHT PORTAL ONE CENTRAL PLACE FOR ALL RESULTS October 2015
ONE CENTRAL PLACE FOR ALL YOUR SATISFACTION INSIGHTS
Introducing Giarte Insight ITsat provides you with a lot of data on the satisfaction
We are proud that we now can introduce Giarte
of your employees with the provided IT-services.
Insight: a central place where you can access
The results are presented by means of reports and
everything related to the ITsat results. Reports,
accessible through the ITsat Action Client. We did
dashboards, the Action Client, it will all be accessible
have a BI-portal, but it was not the most user friendly
with one log-in.
application. And we still think the Action Client is great, but it lacked some important features that are
In this booklet, we describe the key features, the
important to you, our clients, like seeing trends in time.
functionality and a preview on what is in our pipeline. Building Giarte Insight is work-in-progress, so we
Based on all feedback (like you, we also listen to our
welcome any feedback you might have after reading
users‌) we decided to build a new solution from the
this booklet or after your first experience with the new
ground up. To be honest: it took a little bit longer
platform.
than we expected. We didn’t want to compromise on issues like security and role-based access, so we developed a complete new foundation on which all satisfaction insights are presented. It provides us a future-ready platform and it enables us to introduce new features more quickly.
The ITsat team
IT satisfaction dashboard with a breakdown of the business application results into 3 countries.
WHAT YOU CAN EXPECT
Key features of the new platform Giarte Insight provides a central point of access to all
Details - The ‘raw data’ with the results per respondent
ITsat related results. It improves in several ways how
can be downloaded as an Excel-file. It is possible to
you can use the results within your organisation.
restrict this option for individual Insight users.
Interactive dashboards – The dashboards present
Integrated Action Client - the Action Client is now an
the ITsat results and you can make any selection
integrated part of Giarte Insight.
within the data and break down the results to create comparisons. Look at differences in satisfaction scores
The platform also has some other new functionalities:
across divisions, countries or ticket characteristics. Granular access - You can control the access to Trends - The Action Client didn’t allow to follow
different dashboards or particular data on a granular
satisfaction scores in time. Now, most dashboards
level. The platform provides an easy user interface that
feature diagrams that show the up-to-date results for
helps you to manage all accounts.
the last 13 months, displayed as a trend line. You can switch the time frame (week, month, quarter, year) and
Mobile access - You can access the platform on a PC or
go back in time.
on a tablet, including the Action Client functionality. Depending on the screen size, dashboards will be scaled to the right dimensions.
The vendor performance dashboard shows the satisfaction trends for resolved incidents and handled request for every service provider.
NEW WAYS TO EXPLORE SATISFACTION RESULTS
Three standard dashboards You can access all ITsat end user evaluations via
Vendor performance – This dashboard provides trend
3 standard dashboards. Every dashboard takes a
lines for satisfaction with Incidents and Requests per
different angle at the satisfaction data.
(external) service provider. This dashboard can be shared with your suppliers, and you can either give
Satisfaction trends – This dashboard shows
them full access to all results or restrict their view
all satisfaction data from the general survey
so they will only see the results based on their own
(workspace, business applications and training &
tickets.
information) and the ticket surveys (incidents, requests) in historical perspective. You can select
Benchmark - Compare any set of results with the ITsat
any subset of data and breakdown results into any
benchmark. You can compare your performance on a
relevant characteristic.
detailed level against the three benchmark levels: the median score and the best and worst performers. This dashboard will be released in November 2015.
The Action Client is now an HTML5 application and accessible on any tablet.
A NEW AND IMPROVED VERSION OF THE WORKSHOP TOOL
ITsat Action The ITsat Action application is a powerful analysis
Fast loading – We upgraded to a new backend and the
tool targeted at business users. This app allows you to
results are now directly retrieved from an analytical
explore the ITsat results in an intuitive way and plot
database optimized for fast querying. This means that
the results on the world map or view them as simple
there is no need to define and download datasets first.
lists. You can use the tool in workshop settings to
It also means that the Action Client will not slow down
provide an overview of the ITsat results, look at the
when you analyse the results within a large time frame.
open comments and drill down to the lowest level. Accessible via the Insight portal - the ITsat Action ITsat Action is now part of Giarte Insight with some
application is now integrated into the Insight portal.
notable changes:
No more need for users to remember and bookmark different urls for different reports and applications.
Mobile access - The Action Client was originally built with Adobe Flash and was therefore not usable on a tablet. The app is now recoded into HTML5 using Javascript. This means that you can now use the application on the iPad or any other tablet.
TOTAL CONTROL OVER DISTRIBUTION OF DATA
Granular access and data restrictions The Insight portal makes it very easy to allow access
Granular access - Administrators can control the
to different dashboards or set restriction filters on
access rights for every end user. Access can be given
data. All is managed within an easy to use graphical
on a dashboard level. This makes it possible to control
user interface. Giarte Insight assigns a role to each
which users can access which dashboards.
user of the platform. Administrators control who have access to the portal and what they can see. End Users
Data restriction - Per end user a custom data
can only use the portal to look at results, they have
restriction can be defined. For example, you can set a
no administrative rights.
restriction that allows country managers to only see the results for their country. Or you can make sure
Giving access – Administrators can easily add an
that service providers only see information for their
account by filling out the name and email address
own tickets. The data restriction will be automatically
for a specific person. He or she will receive an
applied to all dashboards to which a specific user has
email to set his or her password online. When
access.
done successfully, the new user has access to the Insight portal. There is a self-service option to reset passwords in case someone has forgotten his or hers.
HAVE IT YOUR WAY
Customized projects and dashboards Giarte Insight provides you with many reports and
with ITsat results to provide a meaningful insight.
dashboards. But sometimes you have a specific need
Examples of this kind of data would be SLA data or
for insights that is not captured with the available
financial data. A custom data import procedure needs
dashboards and reports. There are several options to
to be set up to support these situations.
provide you with a bespoke solution. Customized projects - Several of our customers Customized dashboards – In case the dashboards that
run customized continuous feedback programs on
we offer do not fulfil your exact needs, customized
our platform. Most of those projects measure the
dashboards can be developed. The dashboards are
sentiment and satisfaction in the fields of human
visible in the same dashboard overview as other
resources, finance projects or specific IT projects.
dashboards. Also giving access to these dashboards
The results of these projects can be distributed
works exactly the same, so you can control who sees
via one or more customized dashboards. All of
what.
your dashboards will be conveniently listed in one overview. And access control to these dashboards
External data - Customized dashboards can also
and restricting access to data is managed in the same
contain data from other sources (delivered by you
way as the other dashboards, so you only have one
from other sources like monitoring systems). In most
user interface to work with.
cases this will be data that needs to be combined
Overview of the evaluation of a specific business project. The focus of reporting is on early detecting negative signals.
MANAGE PROJECT ENGAGEMENT AND VENDOR RELATIONS
TrAction and OP360
COMING IN 2016
While you are reading this booklet, we are working
periodically surveyed on their perception of the quality
on two new services that Giarte can run for you.
of execution and confidence in success. The results
TrAction and OP360 help you to manage the complex
provide a rich insight to the project organization and
relationships in two areas: projects and managed
can be used to steer and fuel discussion.
services (outsourcing). Outsourcing Performance 360 - Like TrAction, OP360 TrAction - IT projects that hold strategic value to
helps to obtain insights into complex relations. Based
your organization tend to be complex in terms
on a decade of research, Giarte developed a method
of stakeholder management and execution. The
to evaluate the relation between outsourcers and
commitment and active participation of stakeholders
their service provider(s). Key individuals on both sides
in projects is key to success. TrAction enables project
are periodically asked to rate different aspects of the
sponsors to signal issues within the governance,
relationship. The outcomes can be used to support
execution or personal commitment before projects
meetings with your vendor(s) and help to build a trusted
derail. Stakeholders in both business and IT are
partnership.
A DETAILED LOOK AT THE CLOSED TICKETS
PLANNED IN DECEMBER 2015
Ticket data and the ‘combined view’ When you run the ITsat ticket surveys, Giarte
• The quality of the solution/delivery
receives all closed ticket data on a weekly basis. This
• The timeliness of the solution delivery
collection of tickets is made accessible for further
• The ‘no hassle’ score indicating if it was easy for the
inspection in Giarte Insight. This means that you can
end user to get this incident resolved or request
get a structured overview of all work that has been
fulfilled
done in the last week.
• The number of tickets (hard metric)
Determine your productivity - all closed tickets will
This dashboard will help you to make the hard/soft
be ready for analysis with the ‘usual selection and
connection on metrics. For example, the dashboard
breakdown options. You can see the development
can show how all channels like email, phone and chat
of Incidents and Requests for different countries,
perform on the abovementioned metrics. This helps
divisions or service providers.
you to determine whether you are succeeding in making an effective shift to low cost channels. The IT
The ‘combined view’ - A new dashboard will be
Service Effort tells you if you are really efficient or just
introduced that will show several hard and soft
shifting the burden from the helpdesk to the employee.
metrics over time:
Planning Giarte Insight will be accessible for customers
After the launch new data and dashboards will be
and their end users as of October 28 2015. When
added. Currently, the planning is as follows:
launched, the portal will contain the following
• ITsat benchmark dashboard: November 23rd
reports:
• Ticket data and dashboards: December 21st
• IT satisfaction trends dashboard
Reports and dashboards for custom projects will be
• Vendor performance dashboard
deployed in the portal from the launch date.
th
• ITsat Action Client • All customized pdf and excel reports that are sent to the customer
Benchmark dashboard Ticket data & dashboards
Launch Insight
Oct
Nov
Dec
Jan
ITsat TrAction
Feb
March
OP360
Q2 2016
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