End users are more impressed with the performance of their corporate networks and with the ability of their IT department than the IT professionals who service them are.
That's according to a survey from vendor Managed Objects which found that 84% of end users thought IT departments were putting in a sufficiently good performance in keeping the enterprise systems running - even though only 54% of systems administrators thought their departments did enough to prevent outages.
However, there is discrepancy between the two worlds on how much downtime there actually is: some 7% of business users thought that outages occurred often, compared with 15% of IT managers and 3% of end users thought that their organisations experienced no outages at all - compared to 0% of IT managers.
There was also a discrepancy in the impact of outages: just 6%of IT managers thought an outage had little or no impact on an organisation, compared with 15% of end users who thought it had.
Managed Objects surveyed 156 IT managers and 561 end users in the US, all of whom relied on technology to do their jobs. The feeling was that IT departments were improving. Some 95% of end users thought their techies were as or more responsive than they were five years ago. That is not been reflected in the attitude of business users, however. Rising standards have prompted rising expectations. Only 22% of systems administrators found end users more patient and 25% of them found them less or much less patient than five years ago.
The survey revealed that IT groups perceive users to be more impatient with poorly performing applications and less tolerant of network downtime than they are in reality. But that is a good thing, Managed Objects officials said, because the perception drives IT to keep the network up, applications available and systems running smoothly.
"The perception of end-user impatience is a good thing. [IT managers] have clearly realised when performance issues make it all the way to the end-user experience, the IT team has let its organisation down," said Siki Giunta, president and CEO Managed Objects..