How IT Falls Short of User Expectations

How IT Falls Short of User Expectations

IT managers said they make great efforts to help users become more productive, but many users don’t think the tech department is aligned with business needs.

Just 12% of the IT managers surveyed think that business users are detractors of the tech department. But, based on their responses, 31% of the workers are detractors of IT.

79% of the IT managers said they prioritize business user satisfaction, but only 34% of users feel that IT does this.

79% of IT managers said they prioritize the alignment of IT’s agenda with that of business, yet just 36% of the employees said this is the case.

78% of the IT managers surveyed said they prioritize employee productivity, but only 40% of workers in the survey agree.

77% of the IT managers said they prioritize the successful delivery of new initiatives and projects, yet just 41% of the users said IT does this.

75% of the IT managers said they prioritize the reduction of disruption time experienced by users, while only 40% of the employees agree with this statement.

62% of the IT managers said they prioritize the need to better understand user preferences and requirements, but just 23% of the workers said this is the case.

Provide faster computers: 86%,
Improve employees’ ability to find needed information: 73%,
Reduce the time it takes for IT to resolve issues: 71%,
Enable faster, easier remote access to apps and data: 70%,
Reduce the number of IT-related disruptions: 68%

100% of the business users surveyed who are very satisfied with the tech department said IT proactively addresses their service issues.

92% of the business users who are very satisfied with the tech department said IT regularly updates their devices.