Shocking study results: People actually think IT is doing a pretty OK job

You won’t believe how non-outraged people are about IT service…


Lame jokes about IT support have been around since businesses started using computers, flying in both directions – users are dumb, IT is lazy, “did you actually plug it in,” “did you try turning it off and turning it back on again,” and so on.

The results of a study released today by IT management firm Landesk, however, paint a more peaceful picture of the relationship between line-of-business and IT. Put simply, people seem to think IT departments are generally doing a good job tackling their issues.

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Of the 2,500 respondents to Landesk’s survey (roughly 500 each from the U.S., UK, France, Germany and Australia) more than 80% said they would give their company’s IT department an A or a B grade, while just 5% said they would give a D or an F. More than 1 in 4 said that they generally got their issues solved within an hour of reporting them, and 68% reported results within 8 hours.

landesk graphic

What’s more, Landesk’s study suggested that users are generally fairly tech-savvy themselves – 81% reported trying to solve their own IT problems before contacting support, and roughly a third were able to handle issues on their own at least half of the time. Less than one in five said that they could “rarely” address problems by themselves.

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Employees of small businesses were more likely to be happy with their IT departments than those of big enterprises – 77% of respondents who worked at companies with fewer than 100 employees said their issues usually got resolved within 8 hours, compared to 56% of those working at companies with 25,000 workers.

The largest enterprises were also the most likely to see employees miss substantial work time – almost one in 10 of workers at those companies said they lost more than 6 hours of work per month due to IT problems, compared to 7% overall who reported losing that much work time.

This story, "Shocking study results: People actually think IT is doing a pretty OK job" was originally published by Network World.

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