IT departments failing to meet service level agreements, study finds

IT departments are still not delivering what the business needs, according to Forrester Consulting.

IT departments are still not delivering what the business needs, according to Forrester Consulting.

A survey of 389 IT decision makers in the UK, Germany, France, the US and China found that on average IT departments fail to meet service level agreements with the business 26% of the time.

The study, commissioned by Compuware, found there is still too little co-ordination and dialogue between IT and their business colleagues.

Service level metrics are still very IT-centric and demonstrate little alignment with business needs, the Forrester report said.

Some 47% of respondents said service levels were missed because application performance problems present at launch were never resolved.

Jean-Pierre Garbani, vice-president and principal analyst at Forrester Research, said, "The ultimate judge of IT and business alignment is the end-user."

He said the only way IT knows it is meeting end-user expectations is by measuring the availability, usability, and accuracy of the business applications from an end-user perspective.

Fifty seven per cent of respondents said poor application performance cost the business money through lost production and poor sales performance.

They said it also negatively impacts customer satisfaction, hurts brand image, hinders strategic decision making and impedes product development.

The report said that measuring the quality of service is not as automated as it could be, and that most enterprises do not understand the value of end-user experience monitoring or how to implement it.

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