Surveyed end users cited slow service restoration, lack of seamless workflow processes with their IT service provider, lack of technical skills, ongoing expense and little or no adherence to agreed service levels as the most common features plaguing outsourced relationships.
As a result, only one in five organisations have no plans to review their current IT service provider relationship in the next 18 months.
The survey also found that the reputation of the service provider and its technical capabilities were highly prized by more than one in three organisations when selecting a managed service provider at the outset of a relationship. These elements were viewed as being more important compared to the managed service provider demonstrating solid procedures in place and a proven stream of customer references.
On a positive note, the survey found that 80 per cent of organisations are satisfied or somewhat satisfied with the IT Management tools currently deployed. These were initially selected by one in four organisations for their functionality and cost and ease of implementation. Only one in five organisations initially selected these tools for the ease and cost of ongoing support and maintenance.
The survey also found that managed service providers were best able to provide services for service desk and call centres, desktop and server infrastructure management and support. Only ten per cent cited that appointing a managed service provider would result in reduced costs, increased productivity and a more reliable IT infrastructure.
Ricci Danieletto, Managing Director of Applaud, said, 'The survey suggests that managed service providers will need to demonstrate greater commitment and dedication to their customers in the year ahead and arm themselves with great people, exemplary skills and a robust customer focus.
'An important element will be successful cooperation if outsourced vendors are to be entrusted to expand delivery of their support services. They will need to underpin their services with strong service management methodologies and provide services which are flexible and transparently-priced to support customer goals.
'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.'
The survey was conducted during May 2011 and included organisations from the public sector, manufacturing, financial services, retail, professional services, health and gaming sectors. 44 per cent of the surveyed organisations had more than 100 employees while 13 per cent had more than 1,500 employees.
Applaud is a leading provider of managed IT, service desk and professional services. The company's enterprise-class support services embrace the proven benefits of ITIL which not only provides a modular and adaptable service and support model but it ensures a very real end-to-end solution delivery model provided through Applaud's Professional Services and Applaud's Managed Services.
Applaud's clients include Aristocrat Technologies, Chandler Macleod, Rocla, Penrith Panthers Entertainment Group, Scotts Group, The Observatory Hotel, Pan Pacific Hotel Group, Virgin Mobile, Tony Ferguson, and Healthe Care.