New Service Desk Survey Reveals Ease-of-Use Trumps ITIL and Advanced Features
14 6월 2011 - 9:00PM
Business Wire
Dell KACE today announced the results from a new global survey
of almost 850 IT professionals on service desk trends. Conducted by
Dimensional Research and commissioned by Dell KACE, the survey
revealed 71% of small and midsized organizations (SMBs) did not
consider ITIL support as a factor during the purchase of their
service desk tool, even though half indicated having adopted ITIL
in some form. An overwhelming majority, 92%, indicated they have
either not adopted ITIL at all or only use it as a guideline.
Additionally, the survey showed SMBs preferred ease-of-use over
advanced features. Almost all reported integration of service desk
with a desktop management tool as beneficial, though most SMBs
reported that they did not have an integrated solution.
“Our survey revealed IT departments believe they can achieve
increased efficiencies by integrating their service desks with
other processes to rapidly provide complete information about the
endpoints they service,” said Diane Hagglund, senior research
analyst for Dimensional Research and the study’s author. “Although
most organizations see the value in integrating their service desk
solutions with other systems, few SMBs have been able to implement
this important integration.”
Service desk (also commonly referred to as help desk) tools are
seen as the face of the IT organization by employees, and
interactions and successes with a company’s service desk have
become the primary manner that corporate IT is judged. The primary
goal of the “Current Trends with Service Desk Tools: A Survey of IT
Professionals” study was to gather data about the current trends in
service desk solutions, particularly among SMBs. Although the
majority of SMB organizations strive to optimize their service desk
by integrating with desktop management, 71 percent feel cost
factors or technical complexity have hampered their ability to make
the integration.
Key survey findings include:
- 71 percent reported they did not
consider ITIL support when purchasing their service desk
solution;
- SMBs ranked ease-of-use higher than
advanced features when asked to rank a list of service desk
features. Web-based interface was the highest ranked service desk
feature;
- 71 percent of survey respondents
reported the reputation of corporate IT is significantly impacted
by service desk interactions;
- 92 percent reported seeing a benefit in
integrating service desk to desktop management tools with 71
percent stating the integration enables faster
time-to-resolution;
- 87 percent of SMB’s surveyed reported
they have not completed this integration due to cost or technical
factors.
Understanding the needs of IT organizations to optimize their
desktop management capabilities, the Dell KACE Systems Management
Appliance™ offers an appliance-based approach to service desk that
is fully integrated with its asset and configuration management
features. The appliance offers advanced functionality to help
automate repetitive management tasks as well as provides real-time
incident management as end-user issues arise. This integrated
approach to processes and incident management reduces errors
stemming from manual methods assuring high service levels and
end-user satisfaction.
“Our latest research underscores what our customers already say
about the importance of the service desk to their overall business
success,” said Rob Meinhardt, president and co-founder of Dell
KACE. “IT organizations of all sizes are continually graded on how
well their ‘tech support’ optimizes end-user performance and this
research shows reputations are on the line here. The integrated
service desk and desktop management capabilities of Dell KACE
appliances offer both IT and end-users better performance and
faster time to resolution, helping to save IT administrators’ time
and their organizations' money.”
Survey Methodology
In April 2011, an independent database of IT professionals
world-wide was emailed and invited to participate in a web survey
on the topic of trends in service desk tools. A total of 844
respondents completed the survey. Participants included hands-on IT
professionals (43 percent), IT managers (36 percent), IT executives
(18 percent) and others. Participants represented a wide range of
company size and industry verticals. Respondents were not
compensated for participating in this survey except to be offered a
copy of the final report. The full report can be accessed at:
https://www.kace.com/resources/Service-Desk-Survey-2011.
About Dell
Dell Inc. (NASDAQ: DELL) listens to customers and delivers
innovative technology and services that give them the power to do
more. For more information, visit www.dell.com/kace or follow the
conversation at http://twitter.com/DellKACE.
Helpful Links
- Dell KACE Management Appliance
- Dell KACE Deployment Appliance
- Dell KACE Trial Appliances
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