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We use the MISO survey as well, and are administering it annually – we do not present all of the questions every year. MISO allows you to customize questions from their standard set, which is an extensive list of service measures for IT and library services, and present them as appropriate to different ...

Hi Steve, We are heading into our third year using the MISO survey for IT customer satisfaction and are pretty happy with it. It's a standardized survey and is administered for all participating organizations by Bryn Mawr College. The main measures of the survey are ratings of 3 things about a list ...

Hi Andrea- Our committee currently includes IT staff only, and our ITSM tool is in use for IT issues only. There are some functional departments that we need to send tickets to (e.g. Registrar's Office, HR, Payroll) and they do use the tool to respond to those tickets. Our central help desk is intentionally ...

Thanks, Lucas. I also like the guiding principles part of the charter – it's a standard template we use for governance groups and it really helps keep us centered on what we should be thinking about. We really haven't run into any serious stalemate issues, in general we've been able to reach consensus ...

Sharing our materials/experience at Illinois State... we have a longstanding ITSM Advisory Group that meets regularly and governs ITSM process as well as approval of change requests for our tool (Cherwell). The scope is ITSM only, and it applies to all of our IT teams as we are all using the same basic ...