Gartner Research

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

Published: 27 January 2016

ID: G00295335

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

Summary

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

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Create a Program to Measure IT Satisfaction by Identifying the Stakeholders First
  • Design an Appropriate Survey Based on the Stakeholders
  • Use Surveys as a Catalyst for Improvement and Communication

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