it service quality bfletcher

8/8/2019 IT Service Quality BFletcher

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Bronwyn Fletcher

Systems Thinking Pty Ltd


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Survey background

Systems Thinking Pty Ltd 2010 maturing IT service quality

Measures the quality of service being delivered by IT

support

24 -26 Universities in Australia and New Zealand participate

each year

Different surveys for staff and students


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Benchmark Survey


IT Client Client

Services

3rd Tier/Other Vendor

Communicationflow

Delay to fix


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Benchmark Survey


IT Client Client

Services

3rd Tier/Other Vendor

Communicationflow

Delay to fix


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Staff


1. Over servicing

1. Huge variety of hardware and software

2. Generational support issues

3. AV/VC pressure

4. Sessional lecturers and Post Grad students

5. Mac support and mobile devices


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Students


1. Poor understanding of technology support

2. Generational support issues

3. ESL and Non-English operating systems

4. Access to University provided computers

5. Mac support and mobile devices


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Impact on service

quality


1. Centralization

2. Outsourcing

3. Outages

4. University wide roll outs


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What clients want


1. Desire to help

2. Communicate in plain English

3. Communicate relevant information on a regular basis

4. Understand their priorities and needs

5. Be responsive

6. Not to be treated like an idiot


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Improving service

quality


May require changing a clients:

Perception

Expectation

Behaviour


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Over servicing


1. Unrestricted best effort

2. Non urgent before urgent

3. Doing things for clients they should be doing

themselves

4. While youre here, before you go syndrome


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Inter-team Service Quality

Assessment


Q9: How effective is the Network team communicating on outstanding job status?


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IT Scripting

AV

Corp

Apps

Networks

End UserService

Desk

Knowledge

Base


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Service model


1. Service provider

2. Technology partner


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Retail model


1. The Customer is always right

2. Keep the Customer happy

3. Exceed the Customers expectations


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IT service alternative


1. Customer perception is their truth

(but not necessarily fact)

2. Customers can be satisfied, but not happy

(need versus wants)

3. E

ngage with the client to set a realisticexpectation; then meet it


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2011 Benchmark

Project


1. Process capability and maturity

2. Inter-team service quality assessments

3. Coding of free text responses


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Ideas for action


1. Segment your client groups

2. Agree on a service model

3. Revise your service values and;

4. Be consistent


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it service quality bfletcher

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