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Question 1 of 5: What IT service solution are you using today? (Check one)

Atlassian

BMC

Freshworks

Internally developed IT service solution

Ivanti

Microfocus

ServiceNow ITSM

Other

Question 2 of 5: What are the reasons for considering changing your IT Service Management solution? (Check all that apply)

Drop in CSAT scores

Internal process changes-wanting more automation

Easier to deploy/customize/use/maintain

Regulation

Upgrade cost too high

Expert guidance, e.g., consultant or analyst

Merger or acquisition

More cloud-focused

If other, please specify

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Question 3 of 5: How satisfied are you with your current ITSM solution? (Check one)

Completely unsatisfied

Unsatisfied

Neutral

Satisfied

Completely satisfied

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Question 4 of 5: Which of your KPI results needs the most improvement? (Check one)

Mean time to resolution (MTTR)

Employee retention

Customer NPS

Employee experience and satisfaction

Cost savings

Improved agent productivity

If other, please specify

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Question 5 of 5: Do your IT service and IT operation teams share data from a single platform?

No, each team has different tools with no/little sharing of access

Some, we share some information as needed when issues arise

Yes, teams can share service and infrastructure data all of the time

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Thank you for filling out the survey!

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