Survey and Feedback Management
What is Survey and Feedback Management in ITSM? Survey and Feedback Management in ITSM is a feature that enables organizations to systematically collect, analyze, and act upon user feedback regarding IT services. This process helps in measuring user satisfaction, identifying areas for improvement, and tracking the effectiveness of IT service delivery over time.
The system typically includes tools for creating and distributing surveys, collecting responses, and analyzing results. It often integrates with other ITSM processes to correlate feedback with specific incidents, services, or changes.
Key aspects of Survey and Feedback Management include:
- Survey creation and distribution tools
- Automated feedback collection mechanisms
- Response analysis and reporting
- Integration with other ITSM processes
- Trend analysis and benchmarking capabilities
Effective Survey and Feedback Management contributes to improved user satisfaction, better alignment of IT services with user needs, and data-driven decision-making in service improvement initiatives.