ITsat is a standardized process to measure, report and improve IT satisfaction. ITsat embodies the methodology framework and the tooling to automate IT satisfaction processes efficiently and in a customer-friendly way. ITsat is a turnkey managed service, delivered by Giarte.

IT performance needs to be evaluated by the customer. It all boils down to customer perception as to how their vendors are really performing. ITsat uses three customer roles: business managers who pay for IT, service managers who manage the demand-side of the SLA and users whose productivity depends heavily on IT.

The Quality of Experience needs to be continuously monitored and enhanced. Within a sourcing landscape with shared service centers (SSC) and outsourcing, ITsat is the key to communicating and improving the supply-side. ITsat is able to deliver weekly or monthly scorecards per strategic business unit, geography and even per vendor.

A global understanding of the customer's experience is not possible with manual processes; an automated tool is needed to understand users' experience. Part of ITsat is the tooling to deliver IT satisfaction management as a managed service. With its ASP architecture, ITsat connects to all relevant data systems within your company, such as directories, email servers, services desk and asset management databases, as well as with data warehouses for business intelligence. ITsat monitors on a day-to-day basis when to survey a customer from the perspective of his or her role.

In a nutshell ITsat is:

• A methodology framework to develop IT satisfaction monitoring processes.
• The automated tooling to measure and report without implementing software.
• Able to use any number of languages to survey all customers or users (from Chinese to Spanish).
• Able to deliver weekly or monthly online customized scorecards.
• An all-in Managed Service, run by an independent organization.

Download ITsat leaflet

Webcast on ITsat by Marco Gianotten

In January 2010, AutomatiseringGids published a webcast in which Marco Gianotten explains the value of ITsat.