Your ITSM tool is doing exactly what it was built to do, but your employees are still losing time and productivity in the process.
The problem: traditional IT metrics measure process performance rather than human impact.
Closing a ticket on time does not automatically mean someone can get back to work!
CSAT as we know it has some limitations that need to be taken into account.
Resolved does not mean resolved
Experience does not live in reports or dashboards. It happens in very real moments:
- A VPN fails just before a client meeting (🙃)
- An access request takes days instead of minutes
- An issue is marked resolved, but the employee still cannot do their job
From an ITSM perspective, these cases may appear to be successes. From the employee’s point of view, they are anything but.
This is why CSAT fails to convey real experience, and why many IT organizations get stuck. They are rich in operational data but poor at understanding what that data actually means for the people they're trying to support.
Connecting experience to what actually happened
Ideally, you would approach experience differently.
Instead of treating it as a separate layer, it connects employee experience data directly to ITSM operational data.
Every piece of feedback is tied to a real incident, request, or service interaction, rather than standalone surveys, abstract scores like CSAT, or assumptions based on incomplete data.
Experience data is grounded in reality. By linking feedback to actual tickets, services, vendors, and resolution paths, IT leaders can finally see why a green dashboard did not translate into a good outcome.
This is what makes experience actionable.
Experience in real time when it matters
Traditional experience surveys are slow and generic.
By the time results are reviewed, the moment has passed, and the opportunity to act is gone. Real-time experience analytics change that.
You see how IT performance feels as it happens. You can break it down by service or application, issue type or root cause, vendor or support group, and even employee role or location.
Patterns start to emerge. You see where SLAs are technically met but experientially missed, and you'll immediately understand why.
Where better IT decisions really start
Improving IT experience does not begin with more dashboards or more KPIs.
It starts with understanding how IT actually works for the people who depend on it every day.
When experience aligns with ITSM reality, IT leaders can smoothly move beyond assumptions and actually affect how productive or frustrated their employees are.
Decisions are based on what truly happened, not what metrics suggest should have happened. And that is where meaningful improvement begins!
