IT departments admit to only knowing 60% of the solutions used by their own employees – and they also have very little idea about whether the technologies they deploy are effective.
The problem(s)
The issue here is that IT departments lack visibility – and this can be just as much of a problem in smaller enterprises as it is in larger corporations.
To be clear, by visibility, what we mean here is an accurate (and up-to-date) indication of the problems users are experiencing, and how effective newly-implemented (or existing) solutions are dealing with these problems.
Add to that the fact that most problems (which happen about once a week, according to the report) aren’t being taken to IT in the first place and users are probably ‘turning it off and on again’ or trying to figure out how to resolve the issue themselves, and the problem is compounded.
In fact, scarily, the report says that IT departments admit to only knowing 60% of the solutions used by their own employees – and they also have very little idea about whether the technologies they deploy are effective. Yet 93% of organizations have deployed new technologies in the last two years, which includes workflow automation tools (33%) and chatbots/AI (30%).
The solution
There are exceptional tools available, designed precisely for this purpose – independently evaluating employee satisfaction with processes and solutions. These tools eliminate the potential for human errors or oversights in the process.
According to Johan Blaix, Service Desk Manager at Penta Hosting: “In our environment, these tools have been instrumental in accurately and independently identifying and measuring IT satisfaction continuously.”
If you have any questions about this, or would like more information about streamlining your IT satisfaction processes, just get in touch – we’re always happy to help.