Recently, industry analyst firm Digital Enterprise Journal (DEJ) issued the results of research the firm had done into what would be the most important factors for successful IT operations in 2018. The full report, entitled “17 Areas Shaping the IT Operations Market in 2018” is an excellent read.
One of the most important takeaways is just how critical it is that companies pay attention to each employee’s experiences with their IT tools and the way they are being serviced by the IT department itself. One of the key findings of the research was that “58% reported monitoring IT performance from the user perspective as a strategic goal for IT transformation.”
This shows that companies are beginning to recognize how important paying attention to employee-IT interactions and their success/failure is to overall IT operations success within an organization.
In fact, in the report, author Bojan Simic writes that organizations that deployed these three capabilities: “(1) Ability to monitor IT services from user perspective; (2) Ability to monitor IT performance in business context; and (3) Ability to create an end-user feedback loop” ended up “…reporting significant improvements in some of the key performance indicators.”
In other words, the ability to monitor IT efforts and receive regular employee feedback about satisfaction with those efforts has resulted directly in better business performance. Specifically, respondents reported the following:
- 47% improved their ability to use technology as a source of competitive advantage,
- 55% improved value of IT to the business; and
- 41% improved success rate in preventing performance issues before users are impacted.
Here at Nexthink, we’ve embraced this reality and understand fully how important it is, not only for your business’ IT department to be able to easily manage company-wide IT operations, but also for employees to have a favorable view of the IT department and its initiatives. Our technology helps to proactively prevent the creation of new incidents, while helping reduce the mean time to resolution for open incidents – and most importantly, providing businesses with deep insight into the end-user experience.
As Bojan’s writings note, it’s important to understand the employee experience and to measure it accurately – but if you’re not doing so in a way that instantly alerts you to dips in satisfaction, then by the time you realize employees are unsatisfied, it may already be too late to win them back.
If you’d like to read the report, register here and we’d be happy to provide you a full copy to download. If you’d like to learn more about how Nexthink can help you manage the full employee digital experience cycle – from issue detection, to employee engagement, to resolution – straight from your screen, drop us a line here.