IT support plays an important role in every company. From
mobilizing and maintaining hardware to charm up new employees with the right
tools to solve software problems, some modern businesses can operate
effectively without continuous assistance from IT
support.
This challenge comes from the acquisition nature of the
software that is increasingly decentralized and more democratic. Because ease
with the SaaS application can be obtained, business units and individual
employees now often and quickly choose, buy, and spread software without
requiring IT professional support.
This trend will continue to grow. IDC analysts predict that
more than 70 percent of application spending now occurs especially in the
business unit budget, not. Zylo data analysis recently based on more than $ 12
billion of cloud expenditures under management shows that 1 in 3 employees use
replacement costs to obtain the SaaS application.
But while it might not be involved in any decision for the
SaaS application (because each team and users now often do it themselves), they
can still be expected to provide technical assistance for the SaaS application
- no matter how it is obtained.
Whether the SaaS
application acquisition has been decentralized unconsciously (as with its
shadow) or consciously (as in the case of organizations with IT governance
structures that promote team or employee-based application management),
companies that fail to adapt to their growth. Changes in the risk of software
ownership to flexibility of organizations needed to encourage innovation.
Directly to:
Increased SaaS adoption led to an increase in IT
support needs
IT support in the SaaS management environment is distributed
Enable self-service support for the SaaS application
Increased SaaS adoption led to an increase in IT support
needs
Gartner predicts the Cloud Service Market will grow 17
percent by 2020 to a total of more than $ 266 billion, up from $ 228 billion in
2019. SaaS so far is the category of expenditure in the cloud market. The
Gartner SaaS project will take more than $ 116 billion in spending in 2020. For
most organizations, this increase in expenses leads to a larger number of
applications. According to Zylo data, business average business maintains 600
applications.
And when the overall application quantity grows, as well as
complexity in providing IT support. Consider the following. According to
Zendesk, about 70 percent of internal support tickets reach the status of
"resolved" in one touch.
However, the average resolution time takes more than 24
hours. This data might suggest that
IT support may be too busy to provide faster resolution. On average,
Zendesk said the internal support team handled around 500 tickets per month.
According to IT supporting HDI advisory companies, after
factoring in all costs (including technology, training, and personnel salary),
total ownership costs for tickets support IT $ 104. Business with IT practices
that effectively prevent problems to achieve IT support can quickly reduce
Related operational costs.
No comments:
Post a Comment