Gartner Research

Mature Organizations Measure IT Satisfaction More Often and Yours Should, Too

Published: 29 January 2013

ID: G00245843

Analyst(s): Jeffrey Brooks, John P. Roberts, Heather Colella


Evaluating IT satisfaction is a core part of performance measurement for IT organizations, and is crucial in identifying service improvement opportunities. CIOs and IT operations managers must measure IT satisfaction to drive the IT strategic road map and align with enterprise goals.

Table Of Contents
  • Key Challenges



  • Create a Program to Measure IT Satisfaction
  • Design a Survey Program, and Identify the Stakeholders
  • Use Surveys as a Catalyst for Improvement and Communication

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