IT service management professionals spend a significant proportion of their time on repetitive and disjointed tasks rather than on providing end users with the services they need to be most productive, according to a recent Unisys Corporation poll.
When asked what percentage of their time various tasks occupied, respondents cited the following four as most time-consuming:
■ Coordinating with others in the IT department: 23 percent of their time
■ Responding to fundamental or unnecessary questions from end users: 21 percent
■ Dealing with organizational "siloes": 19 percent
■ Reporting metrics to superiors: 18 percent
Given the percentages of time spent on administrative and non-critical tasks, it's not surprising that the respondents expressed concern about their organization's ability to deliver the services that end users need in the most efficient way. When queried about the biggest challenges they foresee for their organizations over the next year, 74 percent of respondents cited providing adequate IT support and resources, while 54 percent cited dealing with outdated or inefficient service management systems.
81 percent of the respondents said that they thought it would be helpful or very helpful if they and their clients had a single, integrated view of all the business and IT services critical to their jobs.
"Businesses and government today are increasingly connected and driven by digital technology," said Paul Gleeson, Global VP, Edge Services, 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 – from online portals to on-site concierge services – will be the big winners in the evolving digital economy."
The online poll, which Unisys conducted in February and March of 2015, drew 153 responses.
The Latest
The power of AI, and the increasing importance of GenAI are changing the way people work, teams collaborate, and processes operate ... Gartner identified the top data and analytics (D&A) trends for 2024 that are driving the emergence of a wide range of challenges, including organizational and human issues ...
IT and the business are disconnected. Ask the business what IT does and you might hear "they implement infrastructure, write software, and migrate things to cloud," and for some that might be the extent of their knowledge of IT. Similarly, IT might know that the business "markets and sells and develops product," but they may not know what those functions entail beyond the unit they serve the most ...
Cloud spending continues to soar. Globally, cloud users spent a mind-boggling $563.6 billion last year on public cloud services, and there's no sign of a slowdown ... CloudZero's State of Cloud Cost Report 2024 found that organizations are still struggling to gain control over their cloud costs and that a lack of visibility is having a significant impact. Among the key findings of the report ...
The use of hybrid multicloud models is forecasted to double over the next one to three years as IT decision makers are facing new pressures to modernize IT infrastructures because of drivers like AI, security, and sustainability, according to the Enterprise Cloud Index (ECI) report from Nutanix ...
Over the last 20 years Digital Employee Experience has become a necessity for companies committed to digital transformation and improving IT experiences. In fact, by 2025, more than 50% of IT organizations will use digital employee experience to prioritize and measure digital initiative success ...
While most companies are now deploying cloud-based technologies, the 2024 Secure Cloud Networking Field Report from Aviatrix found that there is a silent struggle to maximize value from those investments. Many of the challenges organizations have faced over the past several years have evolved, but continue today ...
In our latest research, Cisco's The App Attention Index 2023: Beware the Application Generation, 62% of consumers report their expectations for digital experiences are far higher than they were two years ago, and 64% state they are less forgiving of poor digital services than they were just 12 months ago ...
In MEAN TIME TO INSIGHT Episode 5, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses the network source of truth ...
A vast majority (89%) of organizations have rapidly expanded their technology in the past few years and three quarters (76%) say it's brought with it increased "chaos" that they have to manage, according to Situation Report 2024: Managing Technology Chaos from Software AG ...
In 2024 the number one challenge facing IT teams is a lack of skilled workers, and many are turning to automation as an answer, according to IT Trends: 2024 Industry Report ...
