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Evaluating IT Service Quality using ServQual

Evaluating IT Service Quality using ServQual. Janice El- Bayoumi CANHEIT 2012. TOPICS. The Improvement C ycle ServQual Survey Development Getting Participation Analysis Displaying Results Actions / Plans Lessons l earned. SERVICE QUALITY IMPROVEMENT CYCLE. WHY SERVQUAL?.

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Evaluating IT Service Quality using ServQual

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  1. Evaluating IT Service Quality usingServQual Janice El-Bayoumi CANHEIT 2012 www.unb.ca/its

  2. TOPICS The Improvement Cycle ServQual Survey Development Getting Participation Analysis Displaying Results Actions / Plans Lessons learned

  3. SERVICE QUALITY IMPROVEMENT CYCLE

  4. WHY SERVQUAL? • Bell, Thomas J., and Smith, Thomas. The Assimilation of Marketing’s Service Quality Principles and the IT Auditing Process. In ISACA Journal. Volume 4, 2011.

  5. What is Quality

  6. What is Quality

  7. Quality

  8. SURVEY DEVELOPMENT PRINCIPLES Survey Length Actionable Results Accountability / Transparency

  9. QUESTION and SURVEYDEVELOPMENT WORK FLOW

  10. SERVICE QUALITY IMPROVEMENT CYCLE

  11. COMMUNICATION PLAN • Survey Audience: Faculty and staff • Target Response Rate: 100 completed surveys • Channels: ITS Website, email, ITS blog, Twitter and Facebook, eNewletters, myUNB Portal, Inside UNB web page • Key Messages: • Feedback is important to identify areas for improvement • Results and improvement progress will be posted on the ITS website • Needed for UNB Quality Assurance program

  12. Survey Results

  13. SURVEY RESULTS

  14. RESULTS FOR SERVICE OWNERS

  15. Publish Results

  16. RESULTS FOR UNB COMMUNITY

  17. LESSONS LEARNED Question reviews Survey length Monitor participation Plan B promotion – extras that helped People don’t read Depersonalize questions Performance mgt and survey results Survey fatigue Survey structure Follow-up on commitments Management accountability

  18. Closing the loop

  19. LIST OF SERVICES SURVEYED Faculty/Staff Internal Website Portal HelpDesk Email Support HelpDesk Phone Support Wired Internet Wireless Desktop Software Delivery Collaboration Tools IT Communications Telephony Administration Printing / Copying Content Mgt System Support Visual Design Support Shared Software License Delivery Students Internal Website Portal Printing/Copying Residence Internet Wireless Computer Labs Self-Serve Printing Collaboration Tools (email) IT Communication HelpDesk - Business Hrs. HelpDesk - After Hrs. Services for Tier 1 Support New computer Prep Hardware Repair IT Procurement Tier 2 Desktop Support Access Control Level 1 Liaison Support Network Support Printing Support Shared Sftwr License Support Data Storage Services Hardware Disposal Projects Portfolio Mgt Project Management Project Team Membership Business Analysis Development CMS Projects Student Tech Fee Project Server Support Consultation/Hosting Storage/Backup/Restore Contracted Services Tier 1 On-Site Support ECN (3 services)

  20. See our results at: http://www.unb.ca/its/about-its/it-services-quality/ THANK YOU

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