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How to measure the cost of IT issues at your organization

  • In response to rapidly changing workplace needs, many companies launched into scaling up their tech stacks and providing employees with new tools that promised greater efficiency, improved productivity, and a better digital experience. Research shows, however, that 40% of employees and 44% of executives believe that employees are either somewhat or significantly over-provisioned by tech at work. As a result, workplaces now are grappling with an abundance of tools that were poorly matched both to employees’ needs and to specific workplace challenges.

    The underlying disconnect is this: companies focused too much on providing new equipment to teams in an attempt to make broad, sweeping improvements in productivity or to accelerate business transformations. In turn, they fell short of providing the right equipment to the right employee at the right time.

    Without specific and actionable insights into employees’ daily tech-related experiences—such as whether latency is affecting their work or whether a desktop is about to bluescreen—executives and IT leaders are, essentially, winging it with end-user tech investments. And, yes, while these tech investments are well-informed by expert opinions and strategic assessments of both the market and the company’s needs, IT leaders inevitably need more data to make a compelling business case that the C-suite will approve.

    Fortunately, IT leaders today have a seat at the strategy table, as IT’s old-school “cost center” designation has evolved. IT leaders are data-driven stakeholders that hold the key for unlocking strategic insights about the health of an organization, its systems, and the overall digital risk the company faces. As such, IT leaders need data that speaks to issues such as system downtime, latency, and other tech issues both at the individual level and across the organization.

    Resource allocation based on IT health

    Measuring the health of an organization’s entire tech stack doesn’t come down to a single data set. A company’s IT health includes multiple data points collected from multiple systems. Calculating the financial impact of IT decisions requires collating data related to KPIs, digital employee experiences (DEX), technical debt, and the entire IT estate.

    This data-driven approach isn’t just a tech one; it’s a financial one as well. Without a proactive approach to IT, the monetary impact of IT issues on an organization’s bottom line can be considerable. With an average of 54 minutes per week, per worker lost to IT issues, companies need a clear and measurable solution to minimize productivity costs.

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