A well-thought-out strategy and implementation of IT Experience result in the following benefits:
Improved end user satisfaction: resulting in increased productivity and lower turnover rates.
Reduced support costs: by identifying and addressing issues that drive up the number of support tickets.
Increased efficiency: by identifying service delivery gaps and optimizing service delivery processes.
Enhanced decision-making: actionable insights for IT management to make informed decisions about IT service delivery and investments in IT infrastructure.
Competitive advantage: by delivering high-quality IT services that support employees in their work, ultimately leading to more loyal customers and revenue growth.
A comprehensive framework for IT Experience
Know Why provides a framework for measuring IT Experience, consisting of a) a methodology to measure satisfaction for various IT services, b) the platform to survey end users, and c) a portal to analyze the results. The different IT services and their contents are described in the following table.
Network connectivity, server performance, storage capacity, and other technical components supporting the delivery of IT services.
Desktop support, service desk services, and other services supporting end users.
Business applications/software used for primary and supporting business processes.
Services provided by cloud providers, such as Infrastructure as a Service (IaaS), Platform as a Service (PaaS), or Software as a Service (SaaS).
Email systems, video conferencing, instant messaging, and other communication and collaboration tools.
Mobile device management, support for mobile applications, and other services enabling remote work for users.
Customization and user focus
The framework offers a proven, effective foundation for measuring IT Experience across all IT services. Based on the specific IT landscape and customer's solutions, the framework is customized and translated into a set of generic and transactional surveys to continuously measure satisfaction. The survey content can be dynamically adjusted to the situation and user profiles.
To engage end users, communication and surveys are made available in all supported languages. Customized policies are implemented to ensure minimum time intervals between two invitations for an individual employee, regardless of the process. The user-centric approach guarantees consistently high response rates.
Results: one view, one analysis model
All results are accessible through a portal where the overall user experience is captured in a single overview. Interactive dashboards combine results from different IT services, including all textual comments from end users. Organizational characteristics (country, division, etc.), application or transaction characteristics are available for breakdowns. All results can be analyzed for any relevant attribute. Some examples of questions that can be answered are:
What are the differences in end user satisfaction regarding incident resolution across different channels?
How do different user groups rate the effectiveness of our CRM application?
How do response times for office applications vary from location to location?
Delivered as a Service: Bringing Everything Together
The entire process is delivered as a service. In consultation with the client, the framework and surveys are adapted to the specific customer situation. All necessary source data is processed, surveys are conducted on a continuous basis, and results are processed to be available in interactive dashboards. The continuous process is actively monitored, including response rates.
This turn-key approach overcomes the major practical obstacles for larger organizations to achieve a comprehensive, continuous, and insightful process. For example, obstacles such as:
Where to begin in creating a comprehensive view of IT Experience?
Do we have the platform to conduct data-driven surveys or surveys in multiple languages?
How do we keep employees engaged and achieve a high response rate?
How do we present an integrated view of the IT Experience?