How IT Falls Short of User Expectations

 
 
By Dennis McCafferty  |  Posted 06-19-2017 Email
 
 
 
 
 
 
 
 
 
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    How IT Falls Short of User Expectations
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    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.
  • Previous
    Contrasting Impressions
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    Contrasting Impressions

    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.
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    Satisfaction Survey
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    Satisfaction Survey

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

    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.
  • Previous
    Bottleneck
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    Bottleneck

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

    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.
  • Previous
    On the Fritz
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    On the Fritz

    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.
  • Previous
    Empathy Issues
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    Empathy Issues

    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.
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    Top Ways to Boost User Productivity
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    Top Ways to Boost User Productivity

    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%
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    Happy Campers, Part I
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    Happy Campers, Part I

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

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

IT managers said they make a wide range of efforts to boost the productivity and effectiveness of their users, but many users don't think the technology department is aligned with the needs of the business, according to a recent survey conducted by Forrester Consulting for Nexthink. The accompanying report, "Mind the (Perception) Gap: How Misaligned Perceptions and Priorities Create a Fissure Between IT And End Users," indicates that a significant number of employees are much less confident in IT than IT is in itself. The vast majority of IT managers, for example, believe they prioritize user satisfaction while aligning the tech department's agenda with that of the business units, but only a minority of employees said this is the case. IT managers and users express similarly contrasting perspectives with regard to the need to boost productivity, deliver new initiatives and reduce tech-related work disruptions. "[There's a] growing divide between IT and the business," said Vincent Bieri, co-founder of Nexthink. "As this divide grows, so too does productivity loss, which is costing enterprises millions of dollars and unimaginable aggravation. Often, IT is delivering services without user visibility, which creates a lot of problems in terms of quality, costs and change management. It's vital for IT executives to get to the root of this gap and rethink the ways in which IT teams collaborate with end users and receive feedback." A total of 100 U.S. IT managers responsible for user monitoring and 300 office workers who use computers daily in their jobs took part in the research.

 
 
 
 
 
Dennis McCafferty is a freelance writer for Baseline Magazine.

 
 
 
 
 
 

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