How a Lack of Automated Tools Hurts IT Support

 
 
By Dennis McCafferty  |  Posted 04-29-2015 Email
 
 
 
 
 
 
 
 
 
  • Previous
    Downtime
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    Downtime

    Managers spend an average of two days per week on administrative tasks that prevent them from doing strategic-based work.
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    Co-Dependent
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    Co-Dependent

    Nine out of 10 of those surveyed said their productivity depends on the efficiency of routine work processes provided by other departments–such as providing IT support.
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    Antiquated Approach, Part I
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    Antiquated Approach, Part I

    Nine out of 10 surveyed managers said they'd be more productive if their work processes were automated, but four out of five companies still use unstructured manual tools (such as email and spreadsheets) to drive routine processes.
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    Antiquated Approach, Part II
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    Antiquated Approach, Part II

    44% said the use of email and spreadsheets for managing work hurts productivity.
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    Bottlenecks
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    Bottlenecks

    78% said delays within IT support negatively impact productivity.
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    Unfortunate Encounter
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    Unfortunate Encounter

    60% describe their experiences with IT support as "time consuming," and 48% said these interactions are frustrating.
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    Traditional Tool
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    Traditional Tool

    43% said email still drives most IT support processes, compared to just 15% who said automated online app technology does.
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    Crowded Field
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    Crowded Field

    44% said an average of three departments get involved with a typical IT support incident, and 16% said anywhere from five to 10 departments will get involved with such matters.
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    Home Advantage
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    Home Advantage

    Three-quarters said they would like support processes at work to be as simple and self-service-oriented as Amazon, OpenTable and other services they use at home.
 

A lack of automated tech solutions–including those for IT support efforts–is reducing productivity within today's organizations, according to a recent survey from ServiceNow. The report, titled "Today's State of Work: The Productivity Drain," indicates that managers spend far too much time during their week on administrative tasks that keep them from contributing to strategic-based initiatives. Nearly all would benefit from automated work processes, but most companies still depend upon manual tools such as email and spreadsheets to get the job done. As a result, managers feel that their general experiences with IT support and other processes are both time consuming and frustrating. "Email was never intended to run a company's business processes," said Dave Wright, chief strategy officer for ServiceNow. "It is a communication vehicle that has been (misused) to fill a gap that exists in the systems permeated throughout the enterprise. While everyone agreed that productivity depends on how smoothly internal business processes run, the survey showed those processes are akin to navigating a labyrinth." A total of 915 managers in the United States and the U.K. took part in the research.

 
 
 
 
 
Dennis McCafferty is a freelance writer for Baseline Magazine.

 
 
 
 
 
 

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