Nice article, Tony. There is a better way of course...
Managing end user expectations around IT is an uphill battle for most IT departments, but end user surveys only tell half the story and are arguably subjective to recent IT experience rather than an objective look at how IT performs for them as a whole. It’s an area that has received much debate, but IT needs to take the destiny of end user experience into its own hands.
Traditionally they have been hampered in doing this as vendors have only offered siloed tools that don’t provide the visibility required to both identify and then swiftly resolve an IT problem impacting users. The result is wasted time and resources. What the support desk needs is a real-time view of the IT environment to ensure that the level of service delivered to the business is meeting expectations.
Relying on end user surveys is flawed and does not reflect the true value, or otherwise, of IT.
Biting the hand that feeds IT
