How does IT deal with the
issues today?
- While IT executives strive to automate as many IT tasks as possible, the workflow of identifying a solution to a problem/incident and acting on it remains very manual
- Many IT tasks begin with searching for and reading the most relevant technical information. This process often takes as long as fulfilling the task
- Employees use between 25-30% of their time trying to find information they need in order to fulfill their daily tasks (according to a recent Forrester Report). In IT organizations this easily translates to hundreds of thousands or even millions of pounds which often go unnoticed
- On average, over 50% of the time from flag raising to resolution is spent on searching for the appropriate solution. This lost "in-production" time is often priceless
- IT operations are diverse physically, geographically & technologically. Therefore, governing how problems, errors, tasks are approached is increasingly difficult
Due to the ever-growing flood of IT technical information, in order to identify the relevant solution or find technical information, IT professionals often have to spend time:
- Digging into mountains of books and manuals
- Googling for hours or even longer
- Asking their team leader/guru
- Calling internal technical support
- Calling external (vendor or outsourced) help desks