IT service management professionals spend a significant proportion of their time on repetitive and disjointed tasks rather than on providing end users with the services they need to be most productive, according to a recent Unisys Corporation poll.
When asked what percentage of their time various tasks occupied, respondents cited the following four as most time-consuming:
■ Coordinating with others in the IT department: 23 percent of their time
■ Responding to fundamental or unnecessary questions from end users: 21 percent
■ Dealing with organizational "siloes": 19 percent
■ Reporting metrics to superiors: 18 percent
Given the percentages of time spent on administrative and non-critical tasks, it's not surprising that the respondents expressed concern about their organization's ability to deliver the services that end users need in the most efficient way. When queried about the biggest challenges they foresee for their organizations over the next year, 74 percent of respondents cited providing adequate IT support and resources, while 54 percent cited dealing with outdated or inefficient service management systems.
81 percent of the respondents said that they thought it would be helpful or very helpful if they and their clients had a single, integrated view of all the business and IT services critical to their jobs.
"Businesses and government today are increasingly connected and driven by digital technology," said Paul Gleeson, Global VP, Edge Services, Unisys. "Their workers need personalized, on-demand, 'always on' business and IT services to stay productive and keep their organizations competitive. IT organizations that give their support personnel innovative tools for consistently providing services that integrate delivery channels – from online portals to on-site concierge services – will be the big winners in the evolving digital economy."
The online poll, which Unisys conducted in February and March of 2015, drew 153 responses.
The Latest
If you were lucky, you found out about the massive CrowdStrike/Microsoft outage last July by reading about it over coffee. Those less fortunate were awoken hours earlier by frantic calls from work ... Whether you were directly affected or not, there's an important lesson: all organizations should be conducting in-depth reviews of testing and change management ...
In MEAN TIME TO INSIGHT Episode 11, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses Secure Access Service Edge (SASE) ...
On average, only 48% of digital initiatives enterprise-wide meet or exceed their business outcome targets according to Gartner's annual global survey of CIOs and technology executives ...
Artificial intelligence (AI) is rapidly reshaping industries around the world. From optimizing business processes to unlocking new levels of innovation, AI is a critical driver of success for modern enterprises. As a result, business leaders — from DevOps engineers to CTOs — are under pressure to incorporate AI into their workflows to stay competitive. But the question isn't whether AI should be adopted — it's how ...
The mobile app industry continues to grow in size, complexity, and competition. Also not slowing down? Consumer expectations are rising exponentially along with the use of mobile apps. To meet these expectations, mobile teams need to take a comprehensive, holistic approach to their app experience ...
Users have become digital hoarders, saving everything they handle, including outdated reports, duplicate files and irrelevant documents that make it difficult to find critical information, slowing down systems and productivity. In digital terms, they have simply shoved the mess off their desks and into the virtual storage bins ...
Today we could be witnessing the dawn of a new age in software development, transformed by Artificial Intelligence (AI). But is AI a gateway or a precipice? Is AI in software development transformative, just the latest helpful tool, or a bunch of hype? To help with this assessment, DEVOPSdigest invited experts across the industry to comment on how AI can support the SDLC. In this epic multi-part series to be posted over the next several weeks, DEVOPSdigest will explore the advantages and disadvantages; the current state of maturity and adoption; and how AI will impact the processes, the developers, and the future of software development ...
Half of all employees are using Shadow AI (i.e. non-company issued AI tools), according to a new report by Software AG ...
On their digital transformation journey, companies are migrating more workloads to the cloud, which can incur higher costs during the process due to the higher volume of cloud resources needed ... Here are four critical components of a cloud governance framework that can help keep cloud costs under control ...
Operational resilience is an organization's ability to predict, respond to, and prevent unplanned work to drive reliable customer experiences and protect revenue. This doesn't just apply to downtime; it also covers service degradation due to latency or other factors. But make no mistake — when things go sideways, the bottom line and the customer are impacted ...
