SHARE

Business Users’ Demands for App Performance, Availability Accelerate

Lost productivity Time Is of the IT Services Essence Business users are more demanding than ever. Indeed, 76% of business end users said they are not willing to wait more than an hour to contact their IT departments, 42% said they would wait only a half hour or less, and 22% are unwilling to wait […]

Written By

Michael Vizard

Aug 28, 2014

Channel Insider content and product recommendations are editorially independent. We may make money when you click on links to our partners. Learn More

Lost productivity

Time Is of the IT Services Essence

Business users are more demanding than ever. Indeed, 76% of business end users said they are not willing to wait more than an hour to contact their IT departments, 42% said they would wait only a half hour or less, and 22% are unwilling to wait at all.

IT Patience No Longer a Virtue

Increased IT complexity makes this a major challenge. A full 67% said they expect IT issues to be solved within an hour of reporting them while 35% expect a resolution in a half hour or less.

More Riding on Applications Than Ever

Approximately one in five said slow or unavailable applications result in financial loss of tens of thousands of dollars or more. A whopping 93% of end users said application performance and availability affect their ability to do their job, with 62% saying it is absolutely critical.

IT Outages Remain a Problem

Seven in 10 end users said they have experienced a job-critical app performance or availability issue. One-third of them said they contacted IT about an issue six times or more.

Waiting for IT

Patience is starting to run thin; 36% said they have waited a full business day or more for IT problems with business-critical apps to be resolved, and 22% waited several business days or more.

IT Flying Blind

Many IT organizations just don’t have the right tools; 54% say that when they contact their IT departments, the IT department was, on average, already aware of the problem half the time or less.

Typical Courses of Action

A lot of hidden costs in terms of lost productivity. A full 76% try to solve their problems on their own or with help from co-workers before contacting IT.

Applications Most Often Used

The most widely used applications still run on client devices. Office and email applications are the most widely used, at 94%, followed by file-sharing and custom applications, at 50% and 38%, respectively.

Michael Vizard

Michael Vizard is a seasoned IT journalist, with nearly 30 years of experience writing and editing about enterprise IT issues. He is a writer for publications including Programmableweb, IT Business Edge, CIOinsight, Channel Insider and UBM Tech. He formerly was editorial director for Ziff-Davis Enterprise, where he launched the company’s custom content division, and has also served as editor in chief for CRN and InfoWorld. He also has held editorial positions at PC Week, Computerworld and Digital Review.

Business Users’ Demands for App Performance, Availability Accelerate

Michael Vizard

Recommended for you...

Company

Categories