A study published by Forrester and commissioned by us shows that 90% of CIOs admit they cannot detect issues experienced by their end-users and more than 50% of incidents are not reported to support teams, therefore for the most part these issues are never resolved. The immediate impact of this reality is the efficiency of the IT department and also the business.
In the end, it is the overall business performance that is impacted on a daily basis. Without visibility into the realities of consumerisation, mobility and cloud, CIOs are operating in an inefficient and reactive mode. A lot of time is spent and wasted to isolate issues that continually circulate between different network, application, desktop and server teams. There is also an impact on the business units and end-user productivity, as a result of unreported and unresolved issues that hinder the performance of workstations and applications. End-users spend more time trying to solve their own IT challenges or those of colleagues, rather than focusing on their business tasks, and eventually when an issue is reported, end-users are disappointed that they did not receive the expected level of service from support.
There is an urgent need for CIOs to get a better view of what is happening for and with their end-users. Not only to more quickly understand issues and avoid the circle of going back and forth between various technical teams to provide a faster solution, but to transform into a CIO that is proactive and closer to the business. A legitimate CIO is an enabler for the organisation that shifts the perception of IT from a cost centre, to a value added partner for the business units and every end-user employee.
To become an efficient CIO at the service and in partnership of the business, IT transformations and optimisations are needed across different levels, depending on the maturity of the organisation, such as business processes and policies, the model of operation and governance, risk management, and employee training. New technologies should be considered to accelerate and enable this transformation to a modern and efficient CIO that will be appreciated by the business units and engineers, support agents, managers and project managers, who take pleasure and pride in their work.
The visibility of what is happening from the end-user perspective is the missing piece for all CIOs to improve efficiency. End-User IT Analytics is a unique solution allowing CIOs to quickly and easily find, manage and improve the quality and security of IT services to end-users, whether hosted by the CIO or SaaS / cloud services. IT analytics solutions provide concrete examples of how CIOs can proactively leverage information to reduce incidents before end-users are impacted, and ensure the availability of IT for the business. IT analytics are used daily to improve the efficiency of CIOs who can make the best decisions and enable transformations, migrations and risk management.
With the consumerisation of IT, more than ever the cohesion of CIO and end-user relationships is fundamental to ensure the creation (sustainable and mastered) of value, increase efficiency and optimise company resources. IT analytics solutions are technological innovations to achieve this link to effectiveness and efficiency.
