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Customer Satisfaction with IT Services A Clear and Concise Reference

Customer Satisfaction with IT Services A Clear and Concise Reference

$359.00
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Paperback: 286 pages. FREE delivery.
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What does the Customer Satisfaction with IT Services: A Clear and Concise Reference include?

The product delivers a 60+ file digital playbook comprising PDFs and XLSX spreadsheets: a platinum-tier master playbook, adoption roadmap, implementation templates, anti-pattern catalogue, dashboards, and runbooks; plus sections for getting started, self-assessment, requirements, models, processes, performance, governance, sustainment, advanced topics, and quick reference cards. All files are emailed to you within 24 business hours of purchase.

Are you watching user complaints rise, service tickets pile up, and senior leaders question the value of your IT function? The risk of inaction is real - failed service reviews, missed SLA penalties, lost internal contracts, and a tarnished reputation. The Customer Satisfaction with IT Services: A Clear and Concise Reference puts an evidence-based diagnostic system in your hands, so you can turn dissatisfied users into advocates before the next audit or budget cycle exposes the gaps.

What You Receive

  • 00_Platinum_Tier centrepiece files (5-6 PDFs/XLSX) - a master operations playbook PDF, a 90-day adoption roadmap XLSX, a implementation template PDF, an anti-pattern catalogue XLSX, an outcomes dashboard XLSX, and an incident-response runbook PDF; each one accelerates rollout and safeguards against common pitfalls.
  • 01_Getting_Started guide (PDF) - step-by-step onboarding notes that get your team measuring satisfaction on day one.
  • 02_Self-Assessment and Diagnostics (XLSX) - 668 targeted, case-based assessment questions across the seven ITIL-aligned maturity domains, plus scoring rubrics and gap-analysis matrices to quantify performance in under an hour.
  • 03_Requirements and Goal-Setting (PDF/XLSX) - goal-setting templates and stakeholder-mapping worksheets that align service improvements with business objectives.
  • 04_Models and Frameworks (PDF) - ITIL-based comparison matrices and decision tools that benchmark your service against global best practice.
  • 06_Processes and Execution (13-17 files, PDF/XLSX) - implementation playbooks, RACI templates, interview scripts, and execution worksheets that reduce setup time by up to 70%.
  • 07_Performance and KPIs (XLSX) - ready-to-use measurement dashboards that track satisfaction trends and ROI.
  • 08_Quality and Governance (PDF/XLSX) - audit-prep checklists, policy templates, and oversight tools that protect you from compliance findings.
  • 09_Sustainment and Improvement (PDF) - continuous-improvement frameworks that embed a culture of service excellence.
  • 10_Advanced Topics (PDF) - case archives and scenario libraries for senior leaders to explore strategic outcomes.
  • 11_Reference and Quick Cards (PDF) - at-a-glance cheat sheets for rapid decision-making.
  • README.md and CUSTOMER_EMAIL.txt - onboarding notes that ensure you access the full playbook within 24 business hours of purchase.

How This Helps You

  • Identify hidden service gaps in under an hour, preventing costly user churn and SLA breaches.
  • Prioritise remediation spend with a data-driven roadmap, so every dollar delivers measurable satisfaction gains.
  • Communicate clear, executive-level insights to leadership, reducing the risk of budget cuts or audit penalties.
  • Benchmark against anonymised industry data, giving you confidence that your IT function meets or exceeds global standards.
  • Embed continuous-improvement processes that sustain high satisfaction scores and protect your organisation’s reputation.

Who Is This For?

  • IT Service Delivery Managers who need a repeatable method to assess and improve user experience.
  • Service-Desk Leads responsible for SLA compliance and ticket-volume reduction.
  • Business Relationship Managers tasked with aligning IT services to business outcomes.
  • Chief Information Officers who must demonstrate IT value to the executive board.
  • Digital Transformation Officers seeking a rapid, evidence-based approach to service optimisation.

Choose the Customer Satisfaction with IT Services reference and give yourself a proven, turnkey system that turns dissatisfaction into a strategic advantage. Your next service audit will thank you.

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