Gartner Research

I&O Organizations Must Strike a Better Balance Between Business Satisfaction and Engagement Levels

Published: 11 September 2013

ID: G00247663

Analyst(s): Jarod Greene


I&O organizations struggle to support and deliver IT services that satisfy the business. Instead, they should strive to drive engagement, which can foster a deeper, more beneficial relationship and better position them to satisfy customers moving forward.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • I&O organizations continue to unsuccessfully satisfy consumers, resulting in alienation and disengagement from unmet expectations
  • Unsatisfied business users will shift to consumerization and cloud-based services, and thereby receive support outside the IT organization, making it hard for I&O to demonstrate value in rapid restoration of services
  • I&O organizations continue to use antiquated means to gather customer sentiment and satisfaction levels, failing to gather valuable feedback and trend analysis for IT strategic planning
    • Four Methods of Gaining Feedback

Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.