IT support units failing users because swamped by change (190)

IT support functions are failing to resolve user problems as they struggle to keep up with IT changes in UK organisations, according to a recent study by benchmarking consultancy Compass.

Compass has amassed evidence from a series of worldwide client/server studies, which indicates that, while the increasing complexity and diversity of distributed systems has complicated support tasks in organisations, training of support staff has not reflected this trend.

The company?s statistics show that distributed computing environments can require up to three times the level of support needed by centralised environments.

?The problem for most companies is that they don?t understand the increasing capacity of user resource. Growth is occurring in so many physically disparate locations - companies need to take a holistic approach to the problem and recognise the scale of what they are dealing with,? said Simon Scarratt, principal consultant at Compass.

The studies found that supporting distributed computing systems was 6.8 times more labour intensive than supporting centralised environments and that fewer calls get resolved in the former. Compass also stated that growth in decentralised environments will only exacerbate these problems.

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