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Improve IT-End User Relations

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


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12 organizations contributed information to assist with the development of this solution set, including:

  • Brett Beaubouef, IT Director
  • Keith McIntosh, Director of Technical Services, Pima County Community College District

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.

Research & Tools

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.

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