CIOs struggling to make transition from good to great IT services

Nearly half of CIOs (chief information officers) and IT directors do not believe that their department is delivering 'great' IT services, according to a survey by IT business management provider Touchpaper

The survey found that 41 per cent of CIOs and IT directors do not believe that their department is delivering 'great' IT services, while 42 per cent of CIOs and IT directors are not involved in the decision-making process around major organisational changes until the implementation stage or later.

A surprising 44 per cent of organisations do not have an IT representative at board level; and 78 per cent of CIOs and IT directors felt that this lack of senior representation had a direct impact on their ability to deliver 'great' IT services.

The research indicates that while the CIOs and IT directors surveyed understand the concept of 'great' IT, many respondents are struggling to actually deliver it. Some 55 per cent attributed this to not having systems and processes in place to make IT changes effectively, with 49 per cent also lacking solutions to automate the handling of day-to-day IT service and support issues.

The lack of involvement in the decision-making process around major organisational changes is a further hindrance for many in delivering 'great' IT services.

"The time has come when 'good' simply isn't good enough in terms of IT service delivery," says Graham Ridgway, CEO of Touchpaper. "'Good' may keep users happy, but it leaves the CIO reduced to somebody who spends their whole day just putting out fires."

'Great vs Good IT' research was conducted in January 2008 by Omniboss, a division of Vanson Bourne, surveying 125 CIOs and senior IT directors in private and public sector UK organisations.

Further information:
www.touchpaper.com

Image: Many CIOs and IT directors are struggling to actually deliver 'great' IT

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