IT Service Catalog for Year 2018-2019
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
IT Satisfaction Scorecard
City of Greensboro
IT Satisfaction Scorecard
Total
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.
IT Support Breakdown
IT Support Breakdown Detractors (scored 1-6)
Net IT Support Score: Satisfaction
Net IT Support Score: Satisfaction
Detractors (scored 1-6)
+46%
Neutral (scored 7)
IT Support Breakdown
+46%
Net IT Support Score: Satisfaction
Detractors (scored 1-6)
Neutral (scored 7)
IT Support Breakdown
Supporters (scored 8-10)
Net IT Support Score: Value
+46%
Neutral (scored 7)
IT Support Breakdown
Supporters (scored 8-10)
IT Support Breakdown = Supporters - Detractors
Net IT Support Score: Value
+41%
IT Support Breakdown
IT Support Breakdown = Supporters - Detractors
Supporters (scored 8-10)
Net IT Support Score: Value
+41%
City of Greensboro
IT Satisfaction Scorecard 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. IT Support Breakdown = Supporters - Detractors
Total
+41%
Relationship
Satisfaction
Last Year
Needs Satisfaction with IT's understanding of your needs.
77%
--
Execution Satisfaction with the way IT executes your requests and meets your needs.
75%
--
City of Greensboro
Total Survey Responses: 37
Communication Satisfaction with IT communication.
73%
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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
IT Support Breakdown
Net IT Support Score: Satisfaction Service Desk Satisfaction with responsiveness and effectiveness of service desk Net IT Support Score: Value Work Orders Satisfaction with small requests and bug fixes Devices Satisfaction with desktops, laptops, mobile devices etc. Network & Comm. Infrastructure Satisfaction with reliability of comm. Systems and networks
Detractors (scored 1-6)
2 nd
86%
--
+46%
Neutral (scored 7) 85% 3 rd
--
8 th
81%
--
IT Support Breakdown
Supporters (scored 8-10)
1 st
80%
--
Support akdown
IT Support Breakdown = Supporters - Detractors
+41%
Detractors (scored 1-6)
IT Policies Satisfaction with policy design and enforcement around security, governance, etc...
9 th
77%
--
46%
Data Quality Satisfaction with providing reliable and accurate data Business Apps Satisfaction with applications and functionality
Neutral (scored 7)
5 th
76%
--
4 th
74%
--
Support akdown
Supporters (scored 8-10)
IT Innovation Leadership Satisfaction with providing opportunities for innovation and innovation leadership to improve the business
12 th
IT Support Breakdown = Supporters - Detractors
71%
--
41%
Requirements Gathering Satisfaction with BA's ability to understand and support the business
10 th
71%
--
Analytical Capability and Reports Satisfaction with effective standard reports, custom reports capability, and the ability to generate business insights
7 th
70%
--
Projects Satisfaction with large department or corporate projects Client-Facing Technology Satisfaction with user experience and effectiveness
10 th
69%
--
6 th
65%
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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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