Unisys study indicates surge in IT support services

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Unisys Corporation (NYSE: UIS) research indicates that while end-user support requirements are growing exponentially in large enterprises, executives' misperceptions about outsourcing as a way to deliver IT services threaten to impede services from achieving the value employees need most.

 

Compared to five years ago, technology usage - including daily use of desktop computers, laptops, cell phones and PDAs - has increased 50 percent among professionals in nearly two-thirds of large organizations surveyed by Unisys. In half of the organizations polled, at least one-third of employees use more than one digital device that requires regular support. Additionally, in nearly one-third of the organizations surveyed, employees are using digital devices at least twice as long each day as they did in the past.

 

Along with increased dependence on technology comes the need for increased IT support, and averages indicate that supporting a PC and other digital devices costs four times more than the device itself. As a result, in nearly half of these large organizations, spending on end-user services has grown at least 50 percent since 2001.

 

"The end-user community in many organizations is diverse, geographically dispersed and increasingly mobile, severely challenging IT staff to provide appropriate levels of support to ensure that technology is always working and employee productivity never suffers," said Joe Hogan, vice president, Strategic Outsourcing Programs, Unisys. "Some employees are extremely proficient with new technology, while others are complete novices requiring different levels of support. Plus, workers' increasing use of consumer technology for work and 'life-related' business adds new levels of complexity to support requirements." 

 

Sourced From: Text 100 Public Relations Consultancy