Business Users' Demands for App Performance, Availability Accelerate
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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.
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Why Metrics Matter to the Channel Business users are more demanding than ever when it comes to application performance and availability. Three-fourths of business end users said they don't want to wait more than an hour to contact their IT departments when they experience an application performance or availability problem, according to a new survey conducted by RedShift Research on behalf of SolarWinds. The study, based on a poll of 403 U.S. business users, found that some respondents were even less patient. More challenging yet, two-thirds said they expect application performance or availability problems to be solved within an hour of reporting them, and some wanted a resolution more quickly. Expectations for service cut both ways for the channel. On one hand, internal IT organizations have a hard time rising to those challenges without help from external IT service providers. The downside is that the expectations concerning the quality of service to be provided appear to be only getting higher. A big part of the reason that patience is running thin with IT is that more is riding on those applications than ever; that means that every time there is an IT problem, it now equates directly to thousands of dollars in lost profits and revenues.
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