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IT Performance Surveys

By rshannon ·
We are preparing a survey for our company's users to track perceptions about IT performance issues, including things like Help Desk quality, application performance, remote access facilities, training, communications, etc. Does anyone have any survey forms they have used? Do you know of any other source of suggestions for constructing such a survey? Thanks.

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Measuring IT

by CallCtrMgr In reply to IT Performance Surveys

This is a difficult topic. A method that can be useful is to attempt to measure the effectiveness, efficiency and customer service of any part of whole of an IT department.

This shows:

1. How quickly things are gettind done, e.g. rolling outsoftware, fixing problems, servicing "valid" requests, fixing user problems on the call center/help desk.

2. How effective are the people in solving problems, rolling out apps. that people really need and will use, when things get fixed are theyfixing the cause or just symptoms.

3. How well is IT viewed in terms of customer service. Does IT work well with it's "customers"? When requests or problems are raised, what impression does the person having the problem or request have? etc.Hope this helps.

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