Access and sufficient support

User satisfaction is a key performance indicator (KPI) for many IT managers.  Understanding user needs and expectations is critical to delivering value from IT – with clear implications for quality of systems and responsiveness of support.
 
A key element of an IT Optima analysis is a web-based user survey – providing vital insights into the IT total cost of ownership (TCO).

 User perception

The purpose of the user survey is to uncover the users' perception of IT operations and support, as well as their views on how well the most critical systems give them support in their daily work.  The user survey provides a detailed mapping of user satisfaction with IT:

• Is the service level adequate?
• What are the users' wishes and demands?
• What is their experience of the systems?
 
We measure the things that matter most to users, such as

• support roles
• uptimes
• response times

We identify specific areas where the accessibility to the systems should be improved; we uncover and document the users' needs.

Optimising IT spend

Using benchmarking comparisons, we also identify areas that outperform and underperform in comparison with other locations, departments and external organisations.  By highlighting where users are getting too much - or not enough - service, the company can identify ways of optimising IT spend.
 
We provide our clients with the management tools needed to measure, report and optimise IT user satisfaction.