How to use CIOPulse to measure IT support quality

Have you heard of the Watermelon Effect? It’s a rather common problem where service level status reports for IT support show that everything is green but the customer is still unhappy. Green (statuses) on the outside, red (angry customer) on the inside.

The Watermelon Effect - Support SLAs are all green, but your customer is still red and angry

Data from Forrester shows how prevalent this mismatch of perceptions is – there are about twice as many IT teams that think they provide great IT support than there are internal customers who feel they are getting it.

One of the causes of this problem is that Service Level Agreements are flawed. Typically, support service levels are measured on the basis of target response and resolution timeframes. But purely time-based measures are an ineffective indicator of the quality of IT support.

(more…)

Read More

Why CIOPulse won Service Management ‘Innovation of the Year’

According to Forrester research, there are nearly twice as many IT teams who think they provide great service than as there are organisations who feel they receive great service from their IT teams.

Forrest business vs IT perception of IT performance

On the plus side, this has given rise to classics like ‘The IT Crowd’ (“Have you tried turning it off and on again?”) and ‘Silicon Valley’ (“We’re making the world a better place through constructing elegant hierarchies for maximum code reuse and extensibility”).

(more…)

Read More