Only one in 10 IT directors believe that end-user experience is a useful metric in measuring IT performance.
But a disconnected view of IT across the business could lead to a reduction in productivity and an increase in the time it takes to find technology faults within the business, warn experts.
Of the 100 senior IT professionals interviewed by services company Compuware, nine out of 10 indicated that technical metrics are more important indicators of the performance of IT.
Three quarters said that uptime and downtime were the most important.
The survey also found that only 23 per cent believed their IT department would be able to find the root cause of an IT problem within an hour.
Nearly half (48 per cent) suggested that it would take them between one and four hours, and 20 per cent of IT directors believed that they would need four to nine hours to identify the problem. One in ten said it would take even longer.
Failing to identify problems within an hour could mean serious costs and decreased productivity, services firm Compuware said.
The company claimed that only four per cent of businesses had a single view of their IT infrastructure, and that this omission resulted in slow response times.
Mike Lucas, regional technology manager at Compuware, said: "With e-commerce and enterprise resource planning becoming mission critical to the business, IT departments need to be able to communicate with the rest of the business in away that can be understood."
Ivor Macfarlane, an independent consultant with Guillemot Rock, suggested that the report is disappointing, but not surprising.
"It reflects the continuing preoccupation with the means of delivery rather than an understanding of what and why we deliver services to the business," he said.
"Without customer and supplier relationships being taken seriously, we will remain techies in an increasingly service oriented world."
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