Demanding Users Give IT Pros Headaches
If you and your tech colleagues are frequently downing aspirin, it's understandable: A significant share of IT service management professionals describe their company users as "demanding and unrealistic," according to a recent survey from Unisys. Tech workers spend far too many hours of their workday responding to basic or unnecessary questions from end users, instead of helping to support strategic business objectives. These professionals are also constantly attempting to navigate organizational silos instead of working within a cohesive, enterprise-focused environment. What's needed are more advanced, integrated solutions to replace service management systems that are outdated and inefficient, findings reveal. "[Organizations] today are increasingly connected and driven by digital technology," says Paul Gleeson, global vice president of Edge Services, an integrated service management solution, Unisys. "Their workers need personalized, on-demand, always-on business and IT services to stay productive and keep their organizations competitive. IT organizations that give their support personnel innovative tools for consistently providing services that integrate delivery channels … will be the big winners in the evolving digital economy." As an added bonus, the research reveals which company departments give IT the biggest headaches, and we've included that information here. More than 150 IT service management professionals took part in the research.