The primary target of IT Service Management frameworks is the planning and controlling of services towards a higher customer orientation. It is recommended that measuring IT Service performance is primarily about measuring user perceptions of the service delivered against their expectations. Yet, there are no metrics that measure this.

To measure how well IT/IS is running, the users should be involved. While many companies currently do User/Customer satisfaction surveys, these surveys lack a structured approach and regularly ask the wrong questions.

Users of IT/IS do not only come in contact with IT Services, they come in contact with a combination of Systems, Information and Services. It is a mixture of these three that leads to the value that is provided by IT to the business.

Therefore, we would like to ask the IT users of your company to fill out a survey. The results will show the impact that IT has on the Business, as well as areas that could be improved.