Do You Measure User Satisfaction? How to Measure Satisfaction in Your IT Service Management
Collecting user feedback and customer satisfaction data is important for any IT organization that is looking to improve the end user experience.
Mark Hodgen has worked in the networking/telecom industry since the mid-'90s, with a focus on ITIL Service Management since 2006. He currently works as a Sales Engineer for Bright Pattern.
In the IT Service Management (ITSM) field, many incidents and requests are repetitive despite being needed for business needs. Tasks like status updates, approvals, password resets, and outbound notifications are extremely tedious for IT organizations and service desks to conduct, giving them less time to handle more important tasks within the organization.