Technology isn’t the problem, its practitioners are – that’s according to the Information Technology Service Management (ITSM) survey, published recently by DMR Consulting, a business and IT consulting firm with offices in Canada and the U.S.
In it, the company lists responses to 38 questions it posed to 70 IT managers across Canada, the U.S. and the United Kingdom last summer. The report, entitled Human Factor, Not Technology, is IT Department’s Greatest Challenge, found that IT depart-ments aren’t utilizing their resources very well.
“Companies have chosen productivity tools on the infrastructure side, and we find
a lot of times that the tools can be used more efficiently (to) deliver on what those tools originally promised when purchased,” said Hal Dally, ITSM practice director for DMR Consulting in Edison, N.J.
Given the state of the economy, the fact that IT departments are being asked to do more with less should come as no shock, Dally said. However, the more challenging issue facing IT is its oldest nemesis: the organization itself. Nearly 70 per cent of respondents said they are given critical business information only on a need-to-know basis. “There is a gulf between IT and the business. The feeling was that from the standpoint of IT, they felt they were not involved early enough in some decisions being made in order to have input on changes and implementations,” Dally said.
The full findings of the survey will be available on DMR’s Web site when they have been compiled.