IT departments, including the IT service desk, are nearly
twice as involved with business decisions today compared to five
years ago.
Research from the
Service Desk Institute and
Hornbill Systems shows IT involvement in business
planning doubling, with 56% of IT departments now involved in
business processes, compared to five years ago (31%).
The research among 205 firms has identified that the role of the
service desk has grown, with the numbers of support desk staff
almost doubling to meet extended round the clock, dedicated support
demands.
Technology has facilitated the expansion of the service desk role,
making it easier to track and measure service delivery.
The research shows that 74% of organisations now measure internal
user satisfaction as a key performance indicator, compared with
only 30% five years ago.
Patrick Bolger, chief marketing officer of Hornbill Systems, said,
"In the last five years we have seen IT change from being an
outside function to one that is core to the business. Users
throughout organisations are dependent on IT to work, which in turn
has increased the visibility of systems, problems and the IT
teams.
"This dependency has raised the profile and growth of IT as a
business function, with a real human interface."
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