Citrix Online Research Report Sample

"Forrester recently surveyed 2,138 technology users at US companies to uncover their opinion of their company's IT organization and its technologies. While users are generally satisfied with the technologies their company has adopted, such as desktop technology and business applications, the IT organization needs to work on its help desk support and communication. Just 53% of users report being satisfied or very satisfied with their help desk support. This is cause for concern. As the help desk or service desk is the face of the IT organization, loss of help desk credibility can negatively affect IT perception, potentially resulting in tighter budgets, longer approval cycles, and a reduction in the overall role of IT in driving business change. Help desk organizations must assess their competencies, find areas for potential improvement, and grow. A list of best practices can serve as the starting point for such an evaluation and improvement process. Use this list to reconsider what you’re doing and why, and what you should be doing and when. Balance each potential change in a practice, procedure, or technology with a cost/benefit analysis."...

HELP DESK NEEDS HELP
"In Forrester’s Business Technographics® March 2005 United States Technology User Benchmark Study, we surveyed 2,138 technology users — outside of the IT organization — at US companies with 500 or more employees. Although 53% of users are satisfied with the help desk’s support overall, 41% are on the fence with their opinion (see Figure 1). Courtesy of staff is not an issue, but areas like time to resolve requests, timeliness of status updates, and even help desk expertise could use improvement in users' eyes. A periodic assessment of service desk or help desk practices may identify areas of potential improvement to help reposition the help desk higher in the eyes of its customers."...

"To improve, an organization must assess its current practices against those used in other organizations, or "best practices." Simply put, a best practice is the most effective way to get something done. These practices, processes, and procedures have emerged as proven models for the majority of organizations. However, best practices are dynamic, evolving over time to adapt to changing needs. Periodically, new methods, models, and technologies arise, augmenting or replacing the existing best practice with a new one"...