ThinkITSM Survey Framework

Surveys can find out more than whether a customer or consumer was happy with a service desk call. Crafted correctly, a survey can gather and provide data that can inform a CSI initiative. 

Proposed Survey Framework Approach

ThinkITSM provides help to establish a repeatable approach to assess satisfaction and action improvements as part of a continual improvement practice with a focus on creating "actionable" information and to simplify analysis and trending. 

We have different surveys for different types of stakeholders. Focus initially on Client (IT User)  and Practitioner(IT Provider) satisfaction with the Service Desk and Incident Management Practice. Later, you may want to consider adding a survey of the Business-Level Client (Business Executive) to help understand their satisfaction with key elements of your overall IT services and IT Executives to see how well aligned they are with their Business’s satisfaction/importance ratings.

The “ThinkITSM Survey Service” will help you to define and set-up your survey framework, administer the survey and analyze and action plan the results.