MSIS Notifications: What We Want

The MSIS notification approach project, codenamed 'Beacon', began with a simple notion: the way we tell people about IT service statuses and events probably could use a tune-up. We didn’t claim to know how to improve the situation yet, nor that we necessarily should improve it, but rather that it was time to launch an investigation into the matter.

• What purposes do notifications serve for us?
• How do we want to send and receive them?
• What information do we want them to contain and how should it be presented?
• What about them do we want to measure and track?

These questions and more lie within the scope of Beacon, and to begin to find answers, we first decided to ask our customers and staff what they actually want from notifications. That conversation was facilitated through a survey, and this report walks you through the results.