Home Business IT Business Telecommunications LANDESK: The state of IT support – and its not too bad

LANDESK is a company you have probably heard of – especially if you have 100 or more employees. It provides a highly automated, end to end method of managing systems, security, IT service (help desk), asset lifecycles, and enterprise mobility.

Originally founded in 1985 as LAN Systems it was acquired by Intel in 1991 to form its LANDESK division. In 2002 it became a stand-alone company and in 2010 was acquired by Thoma Cressey Bravo Equity partners. In the past few years LANDESK has rounded out its offerings by acquiring wireless technology company Wavelink, network patch management company Shavlik and mobile e-gateway company LetMobile.

For those in the know it has an ITIL solution – information technology infrastructure library – a set of practices for ITSM - IT service management and conforms to the ISO 20000 standard.

LANDESK’s Adam Blue, ANZ Territory Manager, and Andrew Souter, Systems Engineer Asia Pacific and Japan presented research from more than 2,500 companies – 505 from Australia. The companies ranged from less than 100 employees to 25,000+.

The three main findings were:

  • 77% of Australian end-users are mostly happy (a grade of A or B) with the service provided by their IT departments
  • Savvy ‘millennial’ end-users are more self-reliant than ever and willing to try and solve IT issues themselves – 74% try to solve the issue first even searching for solutions online
  • BYOD (bring your own device) was now a major issue for IT support

The full report is here.

If that all sounds a little dry there are some significant issues.

Those who try to solve issues themselves only 34% resolve IT challenges 50% of the time and 19% report they rarely solved their own problems many problems go unreported and unresolved. This has huge implications for productivity. LANDESK can show that if corporate self-help resources are available 40% will use them before contacting IT departments.

Of those who contact an IT department (by email, in person, by phone or via an automatic self-help portal) - 28% see results in the first hour, 68% within 8 hours, and 88% within 24 hours (percentages are not mutually exclusive). LANDESK found that 54% of end-users lost more than one hour (large organisations lost more than 6 hours) of work a month due to IT issues.

BYOD (bring your own device/disaster) is a real issue. When end users lose their devices their main concern is to recover personal data – not company data!

Its findings included

  • Providing users with tools to enable self-support can significantly cut down on IT costs and support issues
  • With some minor adjustments, IT organizations of all sizes can improve end-user satisfaction and increase employee productivity
  • Good systems reduce the amount of IT-related downtime employees experience
  • Automated IT resources are scalable and provide additional self-help support as you grow
  • Most organizations have implemented mobile security measures, even if their users don’t recognize them as part of a BYOD policy
  • There’s a strong correlation between organizations having BYOD and mobile security policies, and employees adhering to those policies. Avoid putting your users in a situation where they feel the need to break rules to get their work done

Opinion

I found the statement that ITIL and ITSM really means little to small to medium enterprises a little disturbing. These are suffering from major issues such as BYOD, software asset management, mobile device management, IT support, patch management and lack of management systems. LANDESK now offer SMEs their software as a service.

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Ray Shaw

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Ray Shaw ray@im.com.au  has a passion for IT ever since building his first computer in 1980. He is a qualified journalist, hosted a consumer IT based radio program on ABC radio for 10 years, has developed world leading software for the events industry and is smart enough to no longer own a retail computer store!

 

 

 

 

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