Published on May 21st, 20120
Break/fix firefighting stunts development of IT services
Support teams failing to automate basic tasks are wasting ten hours per week on menial jobs, racking up an average annual loss of £32,000 in the process and preserving the break/fix ‘firefighting’ mentality which is stunting development of IT services.
Just 25 per cent of IT teams questioned by Kaseya use automation to manage routine activities, such as software updates, with the majority still relying on manual intervention.
The break/fix mentality still dominates, with IT staff frustrated at constant ‘firefighting’ and being unable to address underlying issues. This inefficiency means just 15 per cent of requests for support are actioned within the same day, with 80 per cent of end users waiting between one and five days for resolution.
Subsequently, respondents felt they were unable to focus on strategic IT projects, such as mobile deployment, which potentially can increase effectiveness across an organisation. 61 per cent said they would like to free up resources to concentrate on using IT more effectively instead of spending time on routine maintenance.
“The message is clear and compelling – if IT teams are given more time, they will make IT work smarter for their organisations. Most IT administrators have so many things to contend with that it is almost impossible to get past the ‘firefighting’ mentality and turn their attention to more proactive activities. The problem with this is that while things might just about tick over on a day-to-day basis, IT teams are leaving themselves vulnerable by not gearing themselves up for the impact of emerging trends,” says Kaseya director Koby Amedume.