User Register Significantly Better IT Services Five Years Ago
Exagon comparison study: nearly half of 2006 reduced downtime and clearer responsibilities Kerpen increased satisfaction, 09.05.2011 – that satisfaction of the companies with the IT services has significantly improved in the last five years. To long reaction and downtime, criticized 2006 the majority of the staff so this critical position in the meantime has changed significantly. You feel now much better understood by IT. To these results a comparison study of Exagon consulting is about 1,500 IT users from more than 400 medium-sized and large companies. According to the study, increased the level of satisfaction among employees with an IT workplace compared with 2006 by almost half.
Still 58 percent of respondents criticized the quality of IT services, so this rate now significantly by 21 percent to just 37 percent fell. In the ranking of discontent even three out of five say the respondents communication problems between the IT staff and the Users. Five years ago their share was still about two-thirds. The criticism to high downtime as a result has been halved almost technical difficulties (33 percent). Similarly, for the long response time to user actions for problem messages. You have declined by 55 to 37 percent.
At the same time, significantly more users have the impression that part of IT clear responsibilities for errors are service organization and the professional skills of the staff is good. Apparently bear fruit much”investment in the process orientation and the ITIL training of in recent years, Exagon – Managing Director Werner Stangner assessed the results of the comparison. The previously often be observed structural quality defects in the IT service management have changed in recent years to the positive and also according to his observations. The service organization was usually not part of the requirements and process-oriented set up”, he looks back. It has been recognized, but increasingly, are finding that an inadequate service quality has negative effects on the Produktivtat of the affected business processes and the reasons for it often in the unstable or inadequate operational processes of the service provider.” Despite the positive development, looks Stangner, but long still no reason for an all-clear. By a higher level of satisfaction among users has been reached, only really fundamental basic requirements are met.” Thus, a modern orientation in the ITSM is by no means stop. It is important that the IT service management is also strategically further develop. In particular they must address the subject of compliance with its greater focus on business alignment, as well as the continuous improvement of process structures”, emphasizes the consultant. About Exagon: The Exagon consulting & solutions GmbH has been established since 1994 as an independent IT consulting firm on the market. The business focus is on holistic support of their customers during the introduction professional IT service management, with regard to the strategic, organisational and also operational aspects. This includes Exagon performance portfolio both consulting services such as extensive training. The customer companies and institutions such as AirPlus, BASF, Bayer, German Defense Ministry, DEKRA, Deutsche Bank, Deutsche Telekom, airport include Cologne, Heraeus, information and technology of North Rhine-Westphalia, Hesse Center for data processing, host Europe, Postbank, T-systems, TuV Sud, Vodafone, VolkswagenNutzfahrzeuge airport Cologne/Bonn and IT.NORTH RHINE-WESTPHALIA. of think factory groupcom gmbh Bernhard Duhr Pastorat Street 6, D-50354 Hurth phone: + 49 (0) 22 33 61 17-75 fax: + 49 (0) 22 33 61 17-71
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Tags: hardware & software, it
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