As a CIO this is hard pill to swallow since you’re doing everything you can to ensure workers enjoy the access and ease-of-use they require to complete critical tasks while IT professionals remain satisfied with the level of network security offered.
The problem? On average, 10 percent of all employees had a terrible experience with corporate technology today — but most didn’t report the issue to IT pros. In some cases they’re not certain a response will be forthcoming or helpful, in others they choose to leverage personal technology or cloud-based services to get the job done. Either way, you’ve got a problem: IT troubles occurring just out of sight but beyond your reach. How do you identify the “worst of the worst”? More importantly, how can you improve IT service?
Day by Day
Many CIOs faced with the reality of IT issues default to the old adage: “You can’t please everyone, all the time.” But here’s the bigger worry – The number and type of users having an IT “bad day” are in a constant state of flux, meaning what worked today for one department may cause havoc the next for someone else. The result is that IT bad luck inevitably makes the rounds, moving from front-line employees up through tech experts and eventually into the C-suite itself.
But the most important part of this story isn’t the narrative of less-than-stellar IT interactions. Instead, it’s the unwillingness of employees to report their poor experience to administrators or managers. Why? Because many feel that existing processes are effectively set in stone; at best, making a report means minor cosmetic changes. At worst, reporting employees are compelled to provide detailed explanations of their issue with a particular service or piece of software. It’s no surprise, then, that many suffer in silence rather than speaking out.
According to Data Center Knowledge, one of the best things a company can do to optimize user computing experience while also reducing IT complexity and cost is embracing the concept of user environment management (UEM). The idea here is to use a combination of physical and virtual devices along with multiple delivery mechanisms to limit the chance of poor IT interactions — put simply, users encounter a seamless experience regardless of device or location, in turn reducing the chance they’ll be part of the 10 percent.
But here’s the trick: How do you find the best-fit for UEM? How do you discover which processes are performing optimally and which prove difficult for users to handle? More importantly, how do you track the unique habits of users across the IT environment — what causes problems in marketing, for example, may be no issue for customer service. C-suites may struggle with managing SaaS-based reporting tools, while IT pros have no complaints about their data entry mechanisms.
Ultimately, it comes down to effectively tracking users and monitoring their activities without the specter of “big brother” controls on usability. In other words, to identify the ideal UEM solution you need a lightweight, easily integrated analytics tool which operates at the end user level and sends relevant data back up the chain — a way to effectively “see” problems with your IT that users may or may not report. With C-suite support and a focus on empowering IT service delivery, end-user analytics let you target your worst 10 percent, address their issues day-to-day and create an environment which takes aim at 100 percent satisfaction — and has the data necessary to make this a viable goal.