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

Summary

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

Analysis

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

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