Conclusion: Withouthonest and informed feedback from clients on the effectiveness of the services delivered, IT management must rely on their intuition to devise ways to enhance services and measure the department’s performance.

The ideal way to obtain the insights needed to enhance IT services and measure performance is to conduct an IT Service Effectiveness, or Customer Satisfaction Survey, on a regular basis and act on the findings. Actions might include, for instance, justifying an increase in the IT Expense budget or acquiring extra computing resources to improve online systems performance.

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Alan Hansell

About The Advisor

Alan Hansell

Alan Hansell is an IBRS advisor who focuses on IT and business management. Alan is able to critique and comment on IT and business management trends, ways to justify and maximise the benefits from IT-related investment, IS management development and the role of the CIO. Alan has extensive experience in IT management, consulting and advising senior managers in matters related to IT investment. He was a Director in Gartner's Executive program and adviser to over 50 CIOs and business managers and before joining Gartner a consultant with DMR Group. He also worked as an IS professional, manager and industry consultant for IBM for nearly 30 years. Alan is a CPA and Associate of Governance Institute of Australia.