Improving the IT Service

IT service to become a modern and proactive function

Improving the IT service

Today, business employees perceive that IT work re-actively. As far as users are concerned IT only respond when there is a problem or they are asked to participate in the yearly IT survey.

There are two key issues that promote the employees perception that IT are re-active.

The first is that IT communications is generally poor in corporate business. Again, this is not limited to the IT function but as they provide a business-wide service this issue is emphasised.

The second is that help desks have an important role but they do not accurately reflect user satisfaction. There are many instances that do not require a help desk call but has still annoyed the employee.

empulse provides IT users with specific IT communication channels to help them perform their roles more effectively and gives employees the opportunity to register their satisfaction with their IT service in real-time.

IT benefits can include the following:

Online training
Application upgrades
IT tips, advice and education
IT Service incident management
(issues and resolution progress)
Employee’s feel their IT is being proactively managed and feel less frustrated

IT management briefings
IT improvements
Scheduled service interrupts
Alerts (essential communication
and uses SMS)
IT users provide real-time feedback
and respond to IT ‘Pulse Polls’

❝ As an IT Director, what was
it about empulse that
interested you? ❞

I had spent 2 years trying to improve my IT communications and felt quite frustrated as I had received little User feedback. I did not know how many of them had even read my emails, let alone liked them. empulse addressed these issues directly. Sometimes, IT tools can take years to deliver business value but the empulse tool delivered value almost immediately.