But less than half the users surveyed expressed satisfaction when it came to IT's communications with the rest of the company. Only 48 percent of respondents were satisfied with the progress reports they receive on system repairs; 42 percent were satisfied with the updates they receive on IT projects that affect them; 39 percent were satisfied with communications on technology introductions; and 39 percent were satisfied with the updates they receive on IT organization roles. In all four areas except progress reports, more users were on the fence than satisfied, but only 9 percent or 10 percent were dissatisfied.
Among the 692 "tech influencers" surveyed by Forrester, 41 percent said they want more timely information on the status of technical issues, and 38 percent want better links between their business units and IT. The biggest beef among these more senior-level users? Integration between apps used in their business units, with half the respondents calling for improvements.
A majority of tech influencers see IT as vital to boosting workforce productivity, improving product and process quality, lowering operating costs, and driving innovation. Yet less than 40 percent said they were satisfied with IT's support for such initiatives.
For the most part, users seem OK with the level of tech functionality, service and support they're receiving internally. But you want users who are delighted with you and your IT colleagues, not just passively content or indifferent. Enlist an enterprise of IT organization champions, one user at a time. Even those users who aren't tech influencers today may be tomorrow, so get them into your corner.
Rob Preston is editor in chief of Network Computing. Write to him at [email protected].
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