Faced with Repetitive Tasks, IT Service Management Professionals Want Better Ways to Support End Users, Unisys Poll Shows
The online poll, which Unisys conducted in February and March of 2015, drew 153 responses.
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year, 74 percent of respondents cited providing adequate IT support and resources, while 54 percent cited dealing with outdated or inefficient service management systems.
Eighty-one (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 vice president, 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."
Edge Service Management by Unisys provides a comprehensive, integrated solution for delivery of digital IT and business services. Using advanced analytics, it helps organizations make employees more productive by enabling them to choose personalized services based on their specific organizational role. It also enables service-management professionals to proactively design and provide the services that individual and groups of related users need most.
Unisys is a global information technology company that solves organizations' most pressing IT and business challenges. With more than 20,000 employees serving clients around the world, our offerings include cloud and infrastructure services, application services, business process outsourcing services, and high-end server technology. For more information, visit www.unisys.com.
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