By: How a Lack of Automated Tools Hurts IT Support
Downtime
Managers spend an average of two days per week on administrative tasks that prevent them from doing strategic-based work.
Co-Dependent
Nine out of 10 of those surveyed said their productivity depends on the efficiency of routine work processes provided by other departments–such as providing IT support.
Antiquated Approach, Part I
Nine out of 10 surveyed managers said they'd be more productive if their work processes were automated, but four out of five companies still use unstructured manual tools (such as email and spreadsheets) to drive routine processes.
Antiquated Approach, Part II
44% said the use of email and spreadsheets for managing work hurts productivity.
Bottlenecks
78% said delays within IT support negatively impact productivity.
Unfortunate Encounter
60% describe their experiences with IT support as “time consuming,” and 48% said these interactions are frustrating.
Traditional Tool
43% said email still drives most IT support processes, compared to just 15% who said automated online app technology does.
Crowded Field
44% said an average of three departments get involved with a typical IT support incident, and 16% said anywhere from five to 10 departments will get involved with such matters.
Home Advantage
Three-quarters said they would like support processes at work to be as simple and self-service-oriented as Amazon, OpenTable and other services they use at home.
