It goes without saying that 2020 has been a challenging year for businesses. Faced with unexpected and unfamiliar hurdles, organizations have been under immense pressure to maintain or improve performance in all areas of their business.
But this has also been a year of innovation. We’ve seen modern organizations embrace new, innovative technologies and tactics that have reshaped the way they manage IT performance. Thanks to a new study by Digital Enterprise Journal, we have some new insights into the specific factors that are transforming the IT performance landscape.
Keep reading for a few of the most significant findings of DEJ’s report. Then, check out the full study to learn about all 19 of the key areas impacting IT performance markets!
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IT departments are redefining user experience monitoring.
DEJ’s study reveals a 64% increase in the importance of employee experience over the last 18 months. But the report also indicates that standard employee experience measurement has been widely inefficient — in fact, 71% of organizations are using IT performance metrics that do not meaningfully reflect true user experience.
These findings indicate the need for change in how organizations measure their employee experience. Companies are beginning to prioritize end-user experience and embrace new, more experience-driven IT metrics related to engagement and employee sentiment.
46% of companies say creating new user experiences — not just for customers, but also for employees — provides a competitive advantage. This is perhaps the most significant implication of DEJ’s study: managing and monitoring user experience is not only changing, it’s becoming a core element of the modern business strategy.
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“Customer-centric IT” is on the rise.
DEJ’s report reveals that 40% of organizations have adopted or are looking to adopt a customer-centric approach to managing IT. What does this mean, exactly? A customer-centric IT strategy is one in which end-users — customers as well as employees — become the focal point of an IT department’s decision-making.
Here are a few examples of the attributes of a customer-centric IT strategy, as outlined in the DEJ study:
- Proactive monitoring for the purpose of preventing performance issues
- Increased visibility into user experience
- A business culture focused on user experience
Such a strategy requires a certain amount of technological investment. Fortunately, modern IT departments have become well-positioned to embrace this sort of user-driven approach. DEJ’s research found that businesses who implement automation, AI, and knowledge management for IT are better equipped to place the end user at the center of their IT strategy.
Top performers are taking a new approach to incident management.
It goes without saying that incident management is a fundamental element of IT performance. Unsurprisingly, DEJ’s research shows that organizations with successful incident management strategies are more likely to be top performers.
The study also examines how the rapidly changing technology landscape has impacted the incident management strategies of these businesses. Most importantly, DEJ found a 40% increase in organizations deploying or looking to deploy context-driven automation for incident management over the last year.
The IT performance markets have become increasingly complex and competitive. It’s no longer sufficient for IT departments to “reduce the noise” and efficiently remedy performance issues. As a result, top performers are taking a more proactive approach to prevent performance issues, with 61% of organizations saying that they’re seeking IT solutions that provide more business context to their incident management strategies.
Automation continues to transform IT processes.
Over the past several years, organizations have gradually increased the role of automation in their business strategies. When it comes to IT tasks, DEJ found a significant uptick in automation, with their study revealing a 58% average increase in IT tasks being automated over the last 12 months. Moreover, 38% of organizations in DEJ’s research are looking to implement end-to-end automation for their IT processes.
As organizations continue to recognize the limits of manual work in IT processes, automation can yield a number of high-impact benefits. Businesses in 2020 are increasingly leveraging automation for some of the key IT management areas, from cloud performance to problem remediation.
2020 has produced major changes in IT solution purchases.
The pandemic has caused organizations of all shapes and sizes to reexamine the technologies they use to operate successfully. DEJ’s research provides clear evidence of how IT purchases have changed in 2020.
The number of organizations that have cancelled or postponed IT purchases over the past year has increased, of course. But DEJ also found that more and more organizations are actually accelerating deployments of new technologies. In 2020, 29% of organizations reported an increase in the importance of investing in technologies that are driving innovation.
Forced to adapt to remote or flexible work environments, companies are making smart investments and considering what IT technologies will produce their desired business outcomes moving forward. As the DEJ report states: “The pandemic will cause a power shift that will be defined by having a clear understanding of the role that technology plays in creating competitive advantage.”
Key Takeaways from DEJ’s State of IT Performance Management Study
The IT performance market has always changed at a rapid pace, but 2020 has been a particularly dynamic year. Top businesses aren’t just adjusting their IT strategies; they’re reshaping their entire mindset and culture when it comes to managing IT performance.
The above findings are just a small sample of what you’ll find in DEJ’s report on the state of IT performance. Read the study here to learn more about all 19 key areas affecting the world of IT performance in 2020.
If your IT department is eager to improve its work anywhere setup, and they seek tangible, proactive solutions, then contact a Nexthink representative today.
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