ITSMO updates ServiceNow assessment tool


The new assessment tool allows for better survey reporting.

In the effort to constantly improve the ServiceNow user experience, ITSMO is excited to announce that old survey tool, used to measure customer satisfaction, has been replaced with an enhanced survey management tool. Built on an assessment engine which offers performance scorecards, robust comparative reporting, new ServiceNow menu options and more, the tool sends out a survey invitations to the user once an IT ServiceNow ticket has been resolved.

The survey allows users to rank their experience on a scale of 1 to 5, with 1 being “Very Dissatisfied” and 5 being “Very Satisfied.” The results help service managers track performance and make necessary improvements service.

Improving the ServiceNow assessment tool has been a goal of Rose Harris, IT service manager, for the past year. She explains that the success of this new tool is thanks to a coordinated effort of a variety of people and teams. These include the Incident Manager Team (Tanisha Hill, Tiffany Kady, Mike Derry, Sharon Gregory, Steve Wimish, John Peterson, Pasha Mubarak, Celia Pike, Mike Buchmann, Patrick Maloney, Sonja Westbrook, and Nina Long) who contributed the new management tool requirements. Additionally, Mark Kawasaki and Missie Martin built the report view and Al Shelton was the lead developer who created over 300 lines of code for this project.

Please spread the word of this valuable upgrade to your departments and be sure to respond to as many of the surveys as you can.

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