Faculty, staff and student participation in Washington University IT’s service quality surveys provides critical information regarding the technology services our end users depend on each day.
Information provided is always anonymous and confidential.
Survey results assist in setting university technology priorities, funding allocation and service improvements. Feedback also helps create a baseline for comparing Washington University’s IT services to other Association of American Universities (AAU) and Carnegie Foundation classification of High Research Universities.
Washington University IT collects and reports on IT service metrics to provide visibility into cost detail. This helps business managers better serve their units. The reports highlight key service performance indicators for customer satisfaction, and our core ITIL processes (access, change, customer relations, incident, problem, request fulfillment, service catalog.) Reporting and metrics are part of our commitment to IT Transparency.
Find some common terms used in reporting below:
- Continuous service improvement programs (CSIP): establishes goals based on business drivers and stakeholders.
- Critical Success Factors (CSFs): are important performance aspects of CSIP goals.
- Key Performance Indicators (KPIs): measure CSFs to show achievement of CSIP objectives.