Best Practice Report

IT Must "Get" Business Satisfaction

Measuring And Improving Business Satisfaction Requires A Framework

March 20th, 2009
Alexander Peters, Ph.D., null
Alexander Peters, Ph.D.
With contributor:
Alex Cullen

Summary

Today's business execs have high expectations for technology's contribution to their organizations, but they tend to be dissatisfied with IT's delivery. In order to close this gap, IT must be able to understand the components of business satisfaction (or dissatisfaction), measure them, and translate the resulting data into corrective action. IT execs should establish a stable process that determines whether and how well IT satisfies business needs, predicts what business satisfaction will be, and determines what must be done to improve it.

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