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Research: Only one in four organisations satisfied with IT provider

Research: Only one in four organisations satisfied with IT provider

Managed service providers need to show more commitment to customers in the year ahead

Less than one in four companies are content with their present IT management solution providers, while 80 per cent of organisations will reassess existing service choices before end 2012, according to research conducted by IT services company, Applaud IT.

The research into the Australian IT managed services market included organisations from the public sector, manufacturing, financial services, retail, professional services, health and gaming sectors.

Slow service restoration, lack of seamless workflow processes with IT service providers, lack of technical skills, ongoing expenses and little adherence to agreed service levels as reasons for the respondent's dissatisfaction.

However, one in five organisations do not have plans to re-evaluate their current IT service provider relationship within the next 18 months.

According to Applaud managing director, Ricci Danieletto, managed service providers have to demonstrate greater dedication to their customers and concentrate on having great people, exemplary skills and a robust customer focus in the year ahead.

“Increasingly, organisations will look for an extended cooperation strategy which combines an ability to work locally with a managed service provider while operating a model which can ensure both the quality and cost efficiency in outcomes and delivery,” he said.

The survey also found:

1. One in three companies agreed the reputation of the service provider and its technical capabilities were more important when selecting one at the outset of a relationship as compared to the managed service provider demonstrating solid procedures in place and a proven stream of customer references

2. 80 per cent of businesses are contented with the IT Management tools currently deployed, with one in four selecting it for their functionality, cost and ease of implementation and one in five choosing it for the ease and cost of ongoing support and maintenance

3. Managed service providers were best able to provide services for service desk and call centres, desktop and server infrastructure management and support as only 10 per cent stated appointing them would result in reduced costs, increased productivity and a more reliable IT infrastructure.


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