Gökhan Tuna, Senior Consultant, itSMF Netherlands
Are your clients really satisfied? - Measuring service delivery with a client-focused approach
Delivering quality is a standard for success within any IT service organization. But how does one measure success? To measure success, IT service organizations often report on KPIs and SLAs, and these reports are usually based on their own performance. One risk of this approach towards measuring and reporting is that clients are no longer the focus, even though the service is intended for them. Reporting should focus on the experience of clients instead.
This presentation focuses on how the IT organization can best acquire a full insight into its own service by combining measuring and reporting with a client-focused approach.