2019 IT Strategic Plan Report

THE ANNUAL IT STAKEHOLDER SURVEY IS USED TO DEVELOP STRATEGIES AROUND IMPROVING CUSTOMER SERVICE

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BusinessSatisfactionand Importancefor CoreServices The core services of IT are important when determ ining what IT should focus on. The most important services with the lowest satisfaction offer the largest area of improvement for IT to drive business value.

Overall Metrics Overall Satisfaction and Value are key indicators of the overall impression of the IT department. These metrics let the IT leader determine at a glance if they are meeting the needs of the business.

SatIsfact Ion

This Year

Last Year

Core Service

3%

Device Deployment s Satisfaction with desktops, laptops, tablets, mobile devices etc. IT Service Desk Satisfaction with responsiveness and effectiveness of service desk IT Work Requests Satisfaction with service desk tickets, Application Security, bug fixes, report requests, configuration changes, etc. Network & Comm. Infrastru ctur e Satisfaction with reliability of networks, Internet speed, and comm. systems Data Quality Satisfaction with providing reliable and accurate data IT Policies Satisfaction with policy design and enforcement around security, governance, etc. Client-Facing Technolog y Satisfaction with user experience and effectiveness Business Apps Satisfaction with applications and functionality Projects Satisfaction with large department or Enterprise wide initiatives Analyti cal Capability and Report s Satisfaction with effective standard reports, custom reports capability, and the ability to generate business insights Requirement s Gathering Satisfaction with BA's ability to work with stakeholders to understand and support the business IT Innovation Leadership Satisfaction with providing opportunities for innovation and innovation leadership to improve the business

6 th

84 %

1%

2 nd

84 %

2%

IT SupportBreakdown

The IT Support Breakdown charts are indicators of the percent of stakeholders that fall into three importan t categories. Promoters are loyal enthusiast of IT Neutral stakeholders are satisfied but unenthusiastic about IT.Detractors are unhappy stakeholders who can damage your reputation.

4 th

80 %

1%

i i i

IT Support Breakdown

1 st

Net IT Support Score Sat1sfact1on ii i iiiiiii Net IT Support Score Value iii i iiiiii

80 %

0%

Detractors (scored 1-6)

3 rd

79%

3%

+53%

Neutra l (scored 7)

11 th

79%

2%

IT Support Breakdown

Supporters (scored 8-10)

I

]1h

75%

10%

IT Support Breakdown = Supporters - Detractors

+28%

5 th

73%

1%

10 th

73%

4%

IT Relationship Satisfaction

Relationships are a key driver in stakeholder management. It is important that the business feels IT understands their needs and is getting enough commun ication.

9th

71%

1%

Satisfaction | Last Year

Relat1onsh1p

12'h

70%

1%

Needs Satisfaction with IT's understanding of your needs.

l 75%

Execution Satisfaction with the way ITexecutes your requests and meets your needs.

8 th

0%

75%

66%

5%

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