Keeping up with the IT Support Joneses

  • 4 August 2022
  • 3 replies
  • 62 views

Userlevel 7
Badge +9
  • Featured Influencer
  • 365 replies

One of the things I realised via customer conversations (as an industry analyst) is that we all tend to think that everyone else is doing things right (while we aren’t).

Hopefully industry survey and benchmarking stats help us to see our relative strengths and weaknesses, but what else would you like insight into to better assess how well your IT organization is doing?

Please share in a response :)


3 replies

Userlevel 7
Badge +9

Two new short ITSM surveys - on Sustainability and Cloud Management - are being run with AXELOS in September and October. Hopefully, these will provide some new helpful insights for ITSM pros.

Userlevel 7
Badge +9

@manns we send out an IT survey at the start of every year and try and track our NPS rating on both our support and the technology that we use. We also have open forms where we ask “If you could change one thing in IT it would be...” and questions like that to get a general feel of what our team members are experiencing. The only downside to this approach is that your responses are usually based on what the participants most recent IT experiences has been, and not the whole past year. I am still weighing the pros and cons of doing a quarterly survey (perhaps more condensed) to gauge if our service is trending in the right or wrong direction.

Hi @keefe.andrews if you haven’t seen it before, this data offers good insight into NPS-style measurement across IT organizations: https://www.happysignals.com/global-it-experience-benchmark (it needs updating for H1 2022 though).

Userlevel 6
Badge +7

@manns we send out an IT survey at the start of every year and try and track our NPS rating on both our support and the technology that we use. We also have open forms where we ask “If you could change one thing in IT it would be...” and questions like that to get a general feel of what our team members are experiencing. The only downside to this approach is that your responses are usually based on what the participants most recent IT experiences has been, and not the whole past year. I am still weighing the pros and cons of doing a quarterly survey (perhaps more condensed) to gauge if our service is trending in the right or wrong direction.

Reply