IT Service Catalog FY 2018-19

IT Satisfaction Scorecard

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.

Satisfaction

Value

This Year

Last Year

This Year

Last Year

City of Greensboro

Total Survey Responses: 37

77%

77%

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

t – i – i --

IT Support Breakdown

Net IT Support Score: Satisfaction

Detractors (scored 1-6)

+46%

Neutral (scored 7)

IT Support Breakdown

Supporters (scored 8-10)

Net IT Support Score: Value

IT Support Breakdown = Supporters - Detractors

+41%

Satisfaction -- l l I I 77% 75% 73%

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 communication.

Relationship

Last Year

Needs Satisfaction with IT's understanding of your needs.

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Execution Satisfaction with the way IT executes your requests and meets your needs.

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Communication Satisfaction with IT communication.

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Business Satisfaction and Importance for Core Services The core services of IT are important when determining 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.

Importance Ranking

Core Service

Satisfaction

Last Year

l

l

Service Desk Satisfaction with responsiveness and effectiveness of service desk Devices Satisfaction with desktops, laptops, mobile devices etc. Work Orders Satisfaction with small requests and bug fixes Network & Comm. Infrastructure Satisfaction with reliability of comm. Systems and networks

2 nd

86%

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3 rd

85%

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I I I

I I I I

8 th

81%

--

1 st

80%

--

IT Policies Satisfaction with policy design and enforcement around security, governance, etc...

9 th

77%

--

Data Quality Satisfaction with providing reliable and accurate data Business Apps Satisfaction with applications and functionality

5 th

76%

--

4 th

74%

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IT Innovation Leadership Satisfaction with providing opportunities for innovation and innovation leadership to improve the business

12 th

71%

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71% I ~

Requirements Gathering Satisfaction with BA's ability to understand and support the business

10 th

--

Analytical Capability and Reports Satisfaction with effective standard reports, custom reports capability, and the ability to generate business insights

7 th

70%

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I

I

Projects Satisfaction with large department or corporate projects Client-Facing Technology Satisfaction with user experience and effectiveness

10 th

69%

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6 th

65%

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