IT industry priorities are looking towards customer satisfaction this year, with new research indicating senior IT leaders are focusing on improving processes.
According to the results of international research conducted by IT service management firm Axios Systems, the top IT opportunities of 2016 are:
1. Process optimisation (26% of respondents)
2. Service catalogue/self-service (19% of respondents)
3. Aligning IT with business needs (15% of respondents)
Delivering on these priorities can help minimise business costs and create new efficiencies, Axios says.
“By focusing on improving processes, or helping business users resolve issues more quickly via a service catalogue or self-service functionality, IT creates an increasingly positive customer experience,” it says.
According to Tasos Symeonides, CEO of Axios Systems, when IT aligns its objectives with the long-term goals of the wider business, a new level of customer satisfaction can be achieved with key stakeholders and all end users.
“The top three opportunities highlight the ultimate challenge for IT departments in 2016,” he says.
Symeonides says IT leaders must become catalysts for positive organisational change, by enabling new services that are closely aligned to the organisation’s strategy. “This approach will lead to significant increases in user satisfaction,” he says.
“The new year is an ideal time for CIOs and other IT leaders to review organisational priorities and challenges,” Symeonides explains.
“We’re committed to supporting these leaders with timely and relevant research designed to help strengthen their organisational IT maturity, which translates into a greater opportunity to secure competitive advantage by becoming more efficient and cost-effective,” he says.
“We’re not just talking about IT, but each and every department engaged in service delivery, be it HR, finance, procurement, etc.,” says Symeonides.
“This guidance is part of our dedication to developing great service management in virtually every industry and sector around the world,” he adds.