IT Service Catalog FY 2019-2020

IT Satisfaction Scorecard I T S A T I S F A C T I O N S U R V E Y R E S U L T S • F Y 2 0 1 7 - 2 0 1 8

City of Greensboro

IT Satisfaction Scorecard

Total

City of Greensboro

IT Satisfaction Scorecard

Total S Busi The co satisfa

This Year Overall Metrics Overall Satisfaction and Value are key indicators of the overall impression of the IT dep rtment. These m trics let the IT leader determine at a glance if they are meeting the needs of the busine s. 80% Last Year

Satisfaction

Value

This Year

Last Year

This Year

Last Year

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 This Year

Business Satisfaction and Importance f The core services of IT are important when determining what IT s satisfaction offer the largest area of improvement for IT to drive b Business Satisfaction and Importance fo The core services of IT are important when determining what IT sh satisfaction offer the largest area of improvement for IT to drive bu 74% 3%  Core Service Device Deployments Satisfaction with desktops, laptops, tablets, mobile devices etc. IT Service Desk Satisfaction with responsiveness and effectiveness of service des IT Work Requests Satisfaction with service desk tickets, Application Security, bug fix configuration changes, etc. Network & Comm. Infrastructure Satisfaction with reliability of networks, Internet speed, and comm Data Quality Satisfaction with providing reliable and accurate data IT Policies Satisfaction with policy design and enforcement around security, Client-Facing Technology Satisfaction with user experience and effectiveness Business Apps Satisfaction with applications and functionality Projects Satisfaction with large department or Enterprise wide initiatives Analytical Capability and Reports Satisfaction with effective standard reports, custom reports capa to generate business insights Requirements Gathering Satisfaction with BA's ability to work with stakeholders to underst the business IT Innovation Leadership Satisfaction with providing opportunities for innovation and innov improve the business Business Satisfaction and Importance f The core services of IT are important when determining what IT s satisfaction offer the largest area of improvement for IT to drive b Core Service Device Deployments Satisfaction with desktops, laptops, tablets, mobile devices etc. IT Service Desk Satisfaction with responsiveness and effectiveness of service des IT Work Requests Satisfaction with service desk tickets, Application Security, bug fix configuration changes, etc. Network & Comm. Infrastructure Satisfaction with reliability of networks, Internet speed, and comm Data Quality Satisfaction with providing reliable and accurate data IT Policies Satisfaction with policy design and enforcement around security, Client-Facing Technology Satisfaction with user experience and effectiveness Business Apps Satisfaction with applications and functionality Projects Satisfaction with large department or Enterprise wide initiatives Analytical Capability and Reports Satisfaction with effective standard reports, custom reports capa to generate business insights Requirements Gathering Satisfaction with BA's ability to work with stakeholders to underst the business IT Innovation Leadership Satisfaction with providing opportunities for innovation and innov improve the business City of Greensboro Total Core Service Device Deployments Satisfaction with desktops, laptops, tablets, mobile devices etc. IT Service Desk Satisfaction with responsiveness and effectiveness of service des IT Work Requests Satisfaction with service desk tickets, Application Security, bug fixe configuration changes, etc. Network & Comm. Infrastructure Satisfaction with reliability of networks, Internet speed, and comm. Data Quality Satisfaction with providing reliable and accurate data IT Policies Satisfaction with policy design and enforcement around security, g Client-Facing Technology Satisfaction with user experience and effectiveness Business Apps Satisfaction with applications and functionality Projects Satisfaction with large department or Enterprise wide initiatives Analytical Capability and Reports Satisfaction with effective standard reports, custom reports capab to generate business insights Requirements Gat ering Satisfaction with BA's ability to work with stakeholders to understa the business IT Innovation Leadership Satisfaction with providing opportunities for innovation and innova improve the business Detractors (scored 1-6) Neutral (scored 7) Supporters (scored 8-10) IT Support Breakdo n = Supporters - Detractors Satisfaction Last Year 75% 2%  75% 0% 74% 1%  confi Net Satisf Dat Satisf IT P Satisf Clie Satisf Bus Satisf Proj Satisf Ana Satisf to ge Req Satisf the b IT I Satisf impr 1%  2%  1%  0% 3%  2%  10%  1%  4%  Dev Satisf IT S Satisf IT Satisf

City of Greensboro

Satisfaction

Value

Total Survey Responses: 53

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. City of Gr ensboro Total Survey Responses: 53

Last Year

This Year

Last Year

Value

80%

3% 

3%  This Year

74% Last Year

3% 

ses: 53

80% tion and Importance for Core Services portant when determining what IT should focus on. The most important services with the lowest area of improvement for IT to drive business value. tion and Importance for Core Services portant when dete mining what IT s ould focus on. The most important services with the lowest area of improvement for IT to drive business value. 3%  Core Service ervices on. The most important services with the lowest e.

74%

3% 

Importanc Ranking IT Support Breakdown The IT Support Breakdown charts are indicators of the percent of stakeholders that f ll into three important c tegories. Promoters are loyal enthusiast of IT. Neutral stakeholders are satisfied but unenthusiastic about IT. Detractors are unhappy stakeholders who can damage your reputation.

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. Satisfaction Last Year

Detractors (scored 1-6) IT Support Breakdown The IT Support Breakdown charts are indicators of the percent of stakeholders that fall into three important categories. Prom t rs are loyal enthusiast of IT. Neutral stakeholders are satisfied but unenthusiastic about IT. Detractors are unhappy stakeholders who can damage your reputation. 84% 6 th 1%  Importance Ranking Last Year Satisfaction Importance Ranking Last Year Ne IT Support Score: Satisfaction IT Support Breakdown Net IT Support Score: Satisfaction IT Support Breakdown

s laptops, tablets, mobile devices etc.

Core Service

Satisfaction

+53%

2 nd

84%

2% 

Neutral (scored 7)

eness and effectiveness of service desk aptops, tablets, mobile devices etc. 84% 6 th

6 th

84%

1% 

1% 

+53%

IT Support Breakdown

Net IT Support Score: Satisfaction

Detractors (scored 1-6)

IT Support Breakdown

Supporters (scored 8-10)

4 th

Net IT Support Score: Value

80%

1% 

2 nd

2 nd

sk tickets, Application Security, bug fixes, report requests, ness and effectiveness of service desk 84% 2% 

84%

2% 

+53%

IT Support Breakdown = Supporters - Detractors

IT Support Breakdown

+28% Neutral (scored 7)

Net IT Support Score: Value

nfrastructure f networks, Internet speed, and comm. systems uests, 80% 4 th 1%  k tickets, Application Security, bug fixes, report requests,

1 st

4 th

80%

0%

80%

1% 

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. I Satisfaction Scorecard Supporters (scored 8-10) IT Support Breakdown 79% 3 rd 3%  80% 1 st 0% +28%

reliable and accurate data frastructure f networks, Internet speed, and comm. systems 80% 1 st

Net IT Support Score: Valu

0%

IT Support Breakdown = Supporters - Detractors

11 th

79%

2% 

3 rd

3 rd

+28%

79%

79%

3% 

Relationship 3% 

Satisfaction Last Year

Needs Satisfaction with IT's understanding of your needs. Overall Metrics Overall Satisfaction and Value are key indicators of the overall impression of the IT department. These metrics let the IT leader determine t a glan e if they are meeting the needs of the business. 75% 7 th 73% 5 th 79% 11 th 75% 7 th Communication Satisfaction with IT communication.

ign and enforcement around security, governance, etc. eliable and ac urat data

75% 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 nough communication. 2%  Satisfaction This Year Last Year Value This Year Last Year 10%  2% 

ology rience and effectiveness etc. 79% ology ience and effectiveness ns and functionality 75%

11 th

2% 

gn and e forc ment around security, governance, etc.

Execution Satisfaction with the way IT executes your requests and meets your needs. 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. 1%  7 th 10%  10%  Relationship 75% 74% City of Greensboro 80% Total Survey Responses: 53 3%  74%

0%

3% 

1% 

10 th Needs Satisfaction with IT's understanding of your needs. 4%  5 th 1% 

5 th

73%

Relationship 73% 73%

1% 

Satisfaction Last Year

rtment or Enterprise wide initiatives s and functionality

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. 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. 75% 2%  10 th 4%  Execution Satisfaction with the way IT executes your requests and meets your needs.

Value

This Year Needs Satisfaction with IT's understanding of your needs. 10 th 73%

ast Year y and Reports tandard reports, custom reports capability, and the ability ts ering to work with stakeholders to understa d and support 73% 4%  ability 71% 9 th 1%  rtment or Enterprise wide initiatives and Reports t ndard reports, custom reports capability, and th ability s ring to work with stakeholders to understand and support 3%  Last Year 3%  keholders that fall into three important categories. Promoters husiastic about IT. Detractors are unhappy stakeholders who rship opportunities for innovation and innovation leadership to rship p ortunities for innovation and innovation leadership to Communication Satisfaction with IT communication. ort 70% 12 th 1%  hip to 5%  66% 8 th

9 th

71%

1% 

Importance Ranking

Core Service Communication Satisfaction with IT communication. Device Deployments Satisfaction with desktops, laptops, tablets, mobile devices etc. IT Service Desk Satisfaction with responsiveness and effectiveness of service desk Net IT Support Score: Satisfaction 70% 12 th 1%  71% 9 th 1% 

Satisfaction

Last Year

74% Execution Satisfaction with the way IT executes your reques s and meets your needs.

75%

0%

IT Support Breakdown

Detractors (scored 1-6)

6 th

84%

74%

1% 

+53%

84% Neutral (scored 7) 2 nd

12 th

70%

1% 

IT Work Requests Satisfaction with service desk tickets, Application Security, bug fixes, report requests, configuration changes, etc. Network & Comm. Infrastructure Satisfaction with reliability of networks, Internet speed, and comm. systems Net IT Support Score: Value IT Support Breakdown +28% 66% 8 th 5%  66% 8 th 5% 

4 th

80%

Supporters (scored 8-10)

Support akdown

1 st

IT Support Breakdown = Supporters - Detractors

80%

Detractors (scored 1-6)

Data Quality Satisfaction with providing reliable and accurate data

3 rd

79%

53%

Neutral (scored 7)

IT Policies Satisfaction with policy design and enforcement around security, governance, etc. IT Relationship Satisfaction Rel ionships are a key driver i stak h ld r man gement. It is imp rta t that the business feels IT understands their needs and is getting enough communication. 2 2 79% 11 th

2

Support akdown

Supporters (scored 8-10)

Client-Facing Technology Satisfaction with user experience and effectiveness Business Apps Satisfaction with applications and functionality Relationship Needs atisfaction ith IT's understanding of your needs.

7 th

75%

Satisfaction Last Year

IT Support Breakdown = Supporters - Detractors

5 th

28%

73%

75%

2% 

Projects Satisfaction with large department or Enterprise wide initiatives Execution atisfaction ith the way IT executes your requests and meets your needs. Analytical Capability and Reports Satisfaction with effective standard reports, custom reports capability, and the ability to generate business insights Requirements 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 Communication atisfaction ith IT communication.

10 th

73%

75%

0%

74%

1% 

tant that the business feels IT understands their needs and is

9 th

71%

1% 

Satisfaction Last Year

12 th

70%

1% 

75%

2% 

8 th

66%

5% 

75%

0%

eeds.

74%

1% 

6

I T S E R V I C E C A T A L O G • F Y 2 0 1 8 - 2 0 1 9

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