It is essential to be aware of the current position in any situation where the infrastructure or the workstation management is outsourced or organized in-house. This current situation can be determined in part from existing KPIs such as availability of the systems or in case of the Service Desk: waiting times and the number of closed calls. However, in our opinion, the best indicator is the perception of the end user. It cannot and must not be left out of the SLAs with your service provider, or ignored in your own team. Your end users are sure to expose exactly how well your IT organization works, not only showing where improvements can and should be made, but also where things are already running smoothly.
We recommend a baseline measurement followed by frequent measurements in order to monitor how end-user satisfaction is developing. These frequent insights offer the possibility of changing the SLAs if required, in cooperation with the service provider.
Create your own IT end user satisfaction survey.