Improve IT-End User Relations

Ease the pain caused by end-user dissatisfaction with IT.

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Your Challenge

  • IT constantly struggles with end-user complaints about services, communications, or both.
  • IT leaders are left out of the decision-making process due to lack of trust in IT capability, and they experience funding and approval roadblocks due to lack of end-user satisfaction with IT’s ability to deliver services.
  • IT has a departmental reputation for being unhelpful and causing problems and contend with misperceptions of what IT should be doing.

Our Advice

Critical Insight

  • The nature of the end user-IT relationship has an organization-wide impact. A less than ideal relationship results in a breakdown of trust and confidence, negatively impacting IT’s ability to deliver what the organization needs. Like a marriage, this failed relationship eventually leads to a parting of ways.
  • End-user satisfaction can be measured by the perception of IT in two broad categories. Info-Tech classifies the relationship type based on survey satisfaction scores in:
  1. IT services provided to the end user (support, capacity, availability, reliability)
  2. IT communications with the end user (communications, projects, changes)
  • Most IT organizations have difficulty in one of these two categories, but some will struggle with both. In all cases, there is a need to prioritize for immediate, cost-effective improvement to save the relationship and allow time for longer term repairs.

Impact and Result

  • Understand how the negative perceptions of end users become IT's reality.
  • Identify the areas where end-user satisfaction is low and the relationship between IT and the user community has become strained.
  • Learn quick, low-cost tactics to smooth away the friction, improve end-user satisfaction, and repair the relationship.
  • Restore operational effectiveness by removing the roadblocks to productive IT/end-user interactions.

Improve IT-End User Relations

1

Identify current IT-end user relationship type

Recognize which areas of service and communications need improvement.

2

Assess current standing with the end user and steps needed for advancement

Prioritize areas on which to focus and take steps for improved end-user satisfaction.