USER EXPERIENCE WITH ITSAT
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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. Rainer Ziegler | CIO, Germany and Austria TEVA, Global IT
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USER EXPERIENCE WITH ITSAT
Today’s consumers are tomorrow’s business users 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. Ambitious CIOs drive the value of IT from an
The ITsat platform connects your IT service
outside-in perspective: customer-centric. ITsat
management metrics, such as call-to-fix, to the
provides CIOs and their teams as well as the service
experience of your user community that is measured
provider community with the feedback that they
as user satisfaction. This provides you with deeper
need to enhance both the user experience and
and more meaningful insight with regards to the
improve the user-facing IT Service Management
business impact of IT; it is information that enables
processes.
waste reduction and increased accountability in your IT delivery.
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.
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BE IN CONTROL OF YOUR DESTINY It 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 experience
4. Control external providers
Do not go into discussions blind regarding the
Although you have outsourced the delivery of IT
technical performance of hardware and applications.
services to external providers, you will always
Demonstrate that you are listening by driving
remain responsible for your end users. The ITsat
conversations away from tech-talk toward concrete
user satisfaction metrics can help you shift the
steps that IT is taking to create value for your
attention of your providers to the business impact of
business.
their services, instead of just focusing on delivering
2. Control continuous service improvement
plain technology. Enable your service providers to understand the experience of your user community
Your IT service management processes allow you to
and hold them accountable for their contribution
manage call volumes, response times, and first time
to the user satisfaction. Increasingly more
right metrics, but the reality is: you do not know
organizations are including user centric metrics in
the effectiveness of all of these efforts unless you
SLAs nowadays. Giarte provides the support needed
measure the satisfaction of the user community.
to get the right metrics in your SLA.
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.
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FROM ASSESSMENT TO ACTION ITsat 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. Track the impact of changes
Source with confidence
Changes in IT systems often have a larger impact
Do not depend on your service provider to report
than you know. ITsat measures those changes on
its performance. You are responsible for your
a weekly basis thereby allowing you to track the
own users; make sure that you know how IT
impact of IT changes like migrations close to real-
delivery impacts your business. Take control of the
time. This enables IT to adapt quickly when needed.
discussion and govern relations based on business insights that drive results that count.
足Service levels that really satisfy Introduce 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.
1+ 5%
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WE PUT BUSINESS USER SATISFACTION ON THE MAP 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.
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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 topperformer and adjust your strategy based on an external and objective check.
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Smart invitation logic
Service management tool agnostic
ITsat allows you to set thresholds for the number
ITsat is delivered as a service on top of your service
of invitations that a user will receive. This ensures
management tooling. It is easy to link several tools
that user participation is managed and the time
or data-sources together in case you have a multi-
occupation remains acceptable for the end user.
vendor landscape.
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.
HOW ITSAT IS DELIVERED Giarte delivers ITsat as a service. No additional software licenses or any hardware are necessary. ITsat 足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.
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ABOUT GIARTE Giarte is a data-driven research and consulting firm
Giarte
that is based in Amsterdam. We improve relationships
Jacob Bontiusplaats 9
between internal IT operations, the business, and
1018 LL Amsterdam
IT service providers. We have developed a product
The Netherlands
named ITsat for driving continuous performance
P.O. Box 890
management in IT.
1000 AW Amsterdam Telephone +31 20 622 3444
Interested in taking the next step with ITsat?
info@giarte.com
Contact reinout.jorg@giarte.com or call us at 足足足
www.giarte.com
+31 20 622 3444 (Amsterdam, the Netherlands).
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www.giarte.com
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