SERVICE MANAGEMENT, SMAAS28 April
CIOs: Your Efficiency Equation for 2016
Ninety percent of CIOs admit they cannot detect issues experienced by end-users, and more than 50% of incidents are not reported to support teams, according to a recent Forrester study. The result? Most of these end-user issues are never resolved, negatively impacting the efficiency of both IT departments and the business as whole. How can CIOs manage end-user variables and solve the efficiency equation?
Active or Reactive?
The role of chief information officer has undergone significant evolution in the past few years, with C-suites now tasking CIOs to delivering both technical and line-of-business benefits. Without reliable visibility into the evolving roles of technology consumerization, mobility and cloud — and how each impacts end-user performance — CIOs are forced to operate reactively rather than taking positive action to permanently solve IT issues.
In addition to continually fighting the cycle of IT problems which circulate between network, application and desktop teams, business units and end-users also suffer a productivity loss thanks to unreported and unresolved issues. Why? Because users are forced to spend time solving their own technology challenges and those of their colleagues instead of working on critical business tasks. And since CIOs have limited visibility they’re unable to proactively detect emerging issues or provide the level of support expected by employees.
Getting a Better View
There is an urgent need for CIOs to get a better view of the end-user experience, both to assist end-users and improve their own job performance — the ideal CIO is an enabler for the organization that shifts the perception of IT from a cost center to a value added partner for business units and every end-user employee.
The first step in improving visibility starts with the role of CIO itself. Chief information officers must be given the discretion and autonomy necessary to implement organization change which empowers direct observation of end-user issues and streamlines the process of reporting these issues.
Next, CIOs must have access to technology which supports these organizational changes. While traditional reporting tools and metrics are valuable for providing a high-level overview of IT issues, real-time solutions capable of working backwards — from the end-user back along their resource and services route to determine where bottlenecks exist and suggest how CIOs can correct these issues.
At Nexthink, we’ve re-imagined the traditional IT viewpoint. We’ve thrown out «top down» thinking — trying to assess end-user behavior and technology issues based on C-suite expectations and perception. Instead we’ve designed frictionless, zero-management kernel-based agent technology for Windows and Mac systems which drive real-time endpoint data collection that encompasses all users, applications and connections. The result? A comprehensive view of all IT systems from any device populated by both live and historical data — in other words, actionable visibility.
Both the consumerization of IT and increasing expectations of C-suite members means the cohesion of CIO and end-user relationships is fundamental to ensure the creation of value, increase efficiency and optimize company resources. Best-of-breed IT analytics solutions , therefore, are a critical variable in solving the efficiency equation.