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Getting away from ’old school’ ITSM

A new report from Aberdeen Group, Embracing 21st Century ITSM by Jim Rapoza, uncovers some quite alarming facts about user attitudes to ITSM. In recent research by Aberdeen, as many as a quarter of end-users were dissatisfied with IT support within their organization – 6% extremely so.

Aberdeen puts much of this dissatisfaction down to the out-of-date approach and technology still used by many ITSM teams. It points out that what users increasingly want – even if they’re not especially techie – is a collaborative experience that is similar to the ‘consumer apps’, and associated support experiences, that they use in their personal lives. They also want to be able to tap into the knowledge of their peers, not just the support team.

If users don’t get this experience, they can very quickly start to feel alienated. And that’s happening a lot. Many organizations are still dependent on what Aberdeen calls ‘old school’ ITSM: rigid systems that don’t give end-users much information about status, let alone the opportunity to collaborate. I’m not really surprised that 12% of respondents in Aberdeen’s survey described their organizations’ IT support systems as ‘archaic’. This gap between expectations and reality is surely a major cause of users’ dissatisfaction.

Conversely, Aberdeen’s research shows that the leaders in ITSM have updated their systems and processes to match users’ expectations about collaborative working and mobile support. The report looks at exactly how they are doing that.

In this blog series, I’ll review some of the findings, and look at Aberdeen’s insights – and our own – into how new technologies can be used to transform support and the end-user experience.

Gerry Sweeney

Written by Gerry Sweeney

Gerry founded Hornbill in 1995 and has been responsible for the architecture, design, and planning of the products and technologies that form the core of Hornbill's solutions today.