When it comes to managing IT in business, end-user satisfaction can be an
elusive goal. The IT department carries a lot of responsibility, and fulfilling
end-user service demands is only part of the picture. As an internal service
provider, the IT department serves multiple interests, both strategic and
operational, all within the boundaries of IT management best practices. Finding
“satisfaction�? within all that is not easy – but it can be done. Read on to
learn how.

The IT Management Service Dynamic

The Wikipedia online encyclopedia defines customer service as “the set of
behaviors that a business undertakes during its interaction with its customers“.
That’s a basic definition, but how does it apply to the internal IT department –
where the “customer�? is also a “co-worker�?? That’s where IT service satisfaction
gets tricky. To start, you have to consider the four (4) parts of the IT service
relationship:

• The Performing Organization. The designated IT department (or related
  organizational entity) providing the services.
• The Service Portfolio. The actual types of “services�? provided, formed by the
  operational mission, business needs and related technical capabilities.
• The Service Customer/End-Users. The end-users (individuals and as
  departments) receiving the services, and the company (employer) for which the
  services are performed.
• The Service Behaviors. The “manner” in which the services are provided
  considering quality, effectiveness, timeliness, efficiency and performance.

These four (4) elements combine to form the IT service dynamic. In actual
practice the performing organization executes the service portfolio, delivered
to the end-users through various service behaviors. That’s the technical
definition. Now it’s time to move on to the real questions at hand – what
constitutes “service satisfaction�? within this dynamic and how can you best
manage to realize optimal satisfaction levels?

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Does Service Satisfaction = No Complaints?

In a traditional “external customer” sense,
customer service is often defined
by customer satisfaction, or the lack of customer complaints. For the internal
IT department, customer satisfaction must go beyond “the number of complaints
received”. As noted above, internal IT service providers answer to multiple
“customers”, and, as luck would have it, these customers often have conflicting
interests. Taking human nature into account, it is impossible to keep all the
customers “satisfied”, particularly if “satisfaction�? is left open to
interpretation and the heat of the moment. Therefore, effective customer service
planning and management must take all conditions and circumstances into account.
To survive politically, the customer must be kept “reasonably satisfied”, as
business needs are met, costs are managed, and conflicts are balanced.

Once you realize that “IT end-user satisfaction�? is a balancing act (as
opposed to an identifiable absolute), then the drive for optimal “satisfaction�?
is equally nuanced and strategic. To realize stated goals, related service
planning should be guided by five key principles of quality service:

• Services must be properly aligned with business needs, operational
  requirements and the strategic management vision.
• Service delivery must be based on acceptable standards and management best
  practices.
• Open communication must be the cornerstone of IT service delivery and the
  IT/end-user relationship.
• Services must be developed and delivered in partnership with the end-user
  community, with appropriate buy-in of all policies and procedures.
• Service delivery must be subject to ongoing reviews and change in order to
  achieve continuous improvement.

Each of these principles must then be translated into an executable Customer
Service Action Plan (CSAP), used to guide service encounters and seek
appropriate levels of “service satisfaction�?. The goal is to realize
satisfaction levels sufficient to establish IT service “acceptance and
awareness�?. End-users may sometimes be unhappy with technology related policies (which may be viewed as restrictive or bureaucratic), but those
perspectives should not be allowed to spill over on to the views held of service quality,
timeliness and overall performance. That’s where the CSAP comes in to play.

Creating the “Customer Service Action Plan

The Customer Service Action Plan (CSAP) is the primary deliverable used to
plan and implement “satisfaction” goals, objectives, strategies, and all
related actions. The CSAP is typically triggered in response to evident
“satisfaction�? deficiencies and/or as part of a regularly scheduled IT service
review. The first step in CSAP development is to evaluate and quantify current
“satisfaction�? levels, based on the following metrics:

• Actual utilization of the IT service portfolio as reflected in the number of
  support requests, project requests, consulting requests and related engagements.
• Actual results of projects and consulting engagements
  considering timeliness, budget compliance,
  lessons learned, and the degree to which established
  success
  criteria were met.
• Reported satisfaction feedback relating to the use and delivery of the IT
  service portfolio, including the degree to which end users believe that the
  services offered are relevant to their needs and priorities.
• Identifiable variances, anomalies and potential
  
  expectation gaps in light of
  reported satisfaction levels and related trends (positive, neutral or negative).

The next step is to utilize collected information to determine actual CSAP
goals – i.e. what actions must be taken to either improve or maintain “service
satisfaction�?? Related remedial actions should follow the five (5)
key principles of service quality listed above:

• What steps can be taken to improve service alignment?
• What steps can be taken to improve the way standards and
  best practices are applied and followed?
• What steps can be taken to improve service communication considering accuracy,
  timeliness, relevance and professionalism?
• What steps can be taken to build or strengthen the IT/end-user partnership?
• What steps can be taken to further the need for continuous improvement?

Above all, the CSAP analysis must look for ways to eliminate
service
expectation gaps. Nothing can be more damaging to IT service satisfaction than
the existence of a sustained expectations gap. When end-users have unrealistic
expectations regarding the types of services provided and related performance
obligations, it will be impossible to reach desired “satisfaction�? levels. An
effective CSAP can minimize that risk, leading to IT services that are largely
accepted, utilized and appreciated. And, with sufficient “satisfaction�? as a
whole, you can then concentrate on the negative perceptions to minimize related
consequences.

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THE IT SERVICE STRATEGY TOOLKIT

If you’re looking for a fast, easy way to achieve IT service success, you’ll find it inside
the IT Service Strategy Toolkit. This unique, informative online course gives you everything you need to become
an IT management leader and service planning expert. Here’s what you’ll learn:

• The I.T. Service Strategy Toolkit is an easy, engaging online course, containing over 50+
  education components, teaching you how to use the multi-stage ‘Service Strategy Process’ to organize the I.T. service function and deliver value-added I.T. services.

• Topics covered include developing the IT mission, organizing the IT service department, planning IT management policies, managing the IT/end-user service relationship, performing the IT service review, and more.

• Techniques covered include ‘Define, Align and Approve’, the ‘Manage by Process Framework’, the IT/End User Partnership, Proactive Problem Management and more.

• Download the tools and templates to produce the I.T. Vision Statement and multiple Service Review deliverables.

• Build and improve strategic planning skills, as you learn time-saving techniques to become a more productive IT manager or service professional.

• Course enrollment provides lifetime access to all components, with all future updates and additions included.