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Can Service Desk Win Back Disillusioned End Users?

How do technology services impact their end users? Well, according to an article for ServiceDesk360 by CIO Pedro Bados, they generally don’t. Bados cites a flurry of studies that point to an inadequate state of service delivery based on portfolio complexity – what equates to a general lack of organizational visibility.

Portfolio Complexity & “Silo Mentality”

IT support staff who were surveyed say that 73% of their time is spent troubleshooting complex issues, which leads to the perception among business users that IT support is reactive, rather than proactive. Lack of visibility supports a form of “silo mentality,” inhibiting the ability for IT to effectively diagnose issues and to relate those issues to a wider infrastructure. In one out of every three instances, the IT support team is alerted to an issue only after receiving a ticket from the end user. It gets worse:

Half of the time, according to the report, users have either had a bad experience with IT support in the past, don’t believe that the support team will be able to resolve their issue, or believe that they will be directed elsewhere for assistance.

As the damning statistics continue, the situation becomes almost laughable. Forty-five percent of users attempt to solve the problems themselves before contacting the support desk, 17% of employees don’t believe IT can actually solve their problems, 14% actually prefer to contact the manufacturer over IT, and so on.

The Solution – Visibility

The solution to this lack of faith in IT? Better analytics tools to stay on top of issues ahead of users, says Bados. IT teams are already asking for it (52% are). This is what is meant by visibility – the ability to monitor the status of products across the entire IT estate, with the understanding that full information leads to a more proactive approach to service. In more concrete terms, automated infrastructure monitoring will ensure that reports with meaningful feedback will arrive routinely. This will give IT the insights it needs to ensure worker productivity and to win back the disillusioned end user.

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About Eric Anderson

Eric Anderson is a staff writer for CAI's Accelerating IT Success. He is an intern at Computer Aid Inc., pursuing his master's degree in communications at Penn State University.

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