How a Lack of Automated Tools Hurts IT Support

By Dennis McCafferty  |  Posted 04-29-2015 Email

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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