Johannesburg, 24 Apr 2017
The need to collect and interrogate customers' IT performance data in order to improve IT service delivery is beyond hype - it's a necessity. Enterprises and SMEs have come to expect their IT service providers to have the ability to investigate trends, pre-empt threats to productivity and deliver more thorough and proactive services as a result.
But, if this expectation is so prevalent, and so much opportunity for service providers hinges upon it, how many are meeting it?
Given its importance to the future of IT service delivery, we felt it incumbent upon us to investigate the degree of sophistication among service providers in collecting and making use of performance data from customers' IT estates - and whether tangible, quantifiable opportunities were being made, or missed.
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