TechQual, Budgets, and Improving Service Management

The TechQual+ project provides a standard way for measuring your campus community's perceptions of your institution's information service quality. Furman University has been using the TechQual survey since 2008. This presentation will explore how Furman University used TechQual to measure how our community's perceptions of service quality improved as we implemented ITIL service management best practices. It will include a discussion of selected service management techniques, and how we use the TechQual results to inform the university's senior leadership's discussions of information technology, budgets, and the university's strategic plan.