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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