Gartner Research

Raise the Bar on Satisfaction Through Improving IT Strategy, Services and Two-Way Communications

Published: 03 July 2014

ID: G00263923

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

Summary

CIOs must understand the reasons for user satisfaction/dissatisfaction with IT services and develop a plan to improve IT's performance and contributions to business success.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • Dissatisfaction with IT services inhibits IT leaders from maximizing the IT organization's contributions to business performance
  • Lack of understanding of business expectations for IT services means IT leaders may be focusing on the wrong things
  • Inadequate communications from IT leaders to business executives and users can result in user frustration

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