IT Pro Value Survey: The End User’s Perspective (Global)
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The IT Pro Value Survey conducted by Harris Poll reveals that 70% of end users prioritize technology, primarily computers and smartphones, over personnel in their daily work. Many users believe their productivity would suffer significantly without IT support, with 64% stating that an IT department's absence would impact their work more than executive leadership. Additionally, over half of end users have limited understanding of IT professionals' roles beyond basic technical support, yet a majority frequently seek help from them.
IT Pro Value Survey: The End User’s Perspective (Global)
- 1. IT PRO VALUE SURVEY: THE END USER’S PERSPECTIVE S URV E Y CO NDUCTE D BY HARRI S P O LL J ULY 2 0 1 5 E X P LO RI NG THE V ALUE O F I T P RO FE S S I O NALS THRO UG H E ND US E RS ’ ATTI TUDE S AND O P I NI O NS ABO UT I T P RO FE S S I O NALS AND THE BUSINESS TECHNOLOGY THEY SUPPORT (G LO BAL)
- 2. STUDY OVERVIEW This survey was conducted online in Australia, Brazil, Germany, Singapore, the United Kingdom and the United States by Harris Poll on behalf of SolarWinds from July 7-15, 2015 among 7,382 adults ages 18 and older, among whom 3,626 are employed but not as an IT professional or executive. 2 S C O P E AN D D E M O G R AP H I C S © 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
- 3. KEY FINDINGS • 70% of end users identify a type of technology (computer, software, smartphone or tablet) as among the most important in their daily work life. More than half (55%) say their computer, while a little more than one third (35%) say a smartphone, one in four say software (24%) and 9% say a tablet is among the most important in their daily work life. • Only a little more than one third (37%) say personnel is among the most important in their daily work life, with one in ten (11%) indicating administrative assistants, 8% business operations managers and 6% each for project managers and HR professionals. 3 E N D U S E R S P L AC E G R E ATE R I M P O R TAN C E O N TH E TE C H N O L O G Y S U P P O R TE D B Y I T P R O F E S S I O N AL S I N TH E W O R K P L AC E — S U C H AS S M AR T P H O N E S , TAB L E T S , C O M P U TE R S AN D S O F TWAR E — T H A N TH E Y D O O N P E R S O N N E L © 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. Question: Which of the following would you say are the most important in your daily work life? Please select up to three items. • Computer • Smartphone • Tablet • Software (e.g., email, CRM, word processing and spreadsheet applications) • IT professional(s) • Administrative assistant • CEO • HR professional(s) • Legal department • Procurement department • Project manager • Business operations manager • Other
- 4. KEY FINDINGS • Nearly three fourths (70%) say it would take them more time to complete a typical day’s worth of work without the use of the technology typically maintained by the IT department or professionals employed by the company in which they work, with 32% saying one day’s work would take an additional business day or longer. 13% of employees say it would not be possible to carry out their daily work without the technology supported by IT professionals. 4 A M AJ O R I TY O F E N D U S E R S I N D I C AT E W O R K P R O D U C TI V I TY I S L O S T W I TH O U T TH E TE C H N O L O G Y S U P P O R TE D B Y I T P R O F E S S I O N AL S © 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. Question: How much more time, if any, would it take you to complete a typical day’s worth of work without the use of the technology that is typically maintained by IT professionals (e.g., computers, software and telephone systems)? • An hour or less • More than an hour, but less than a business day • One business day • More than one business day, but less than a business week • A business week • More than one business week • It would not be possible to carry out my daily work without the technology supported by IT professionals. • No additional time • Not applicable
- 5. KEY FINDINGS • More than three in five (64%) agree that their company’s IT department going on vacation for a month would have a greater impact on their daily work life than if their company’s executive leadership did. 5 M O S T E N D U S E R S AG R E E TH AT I T H AS A G R E ATE R I M PAC T O N TH E I R D AI LY W O R K L I V E S TH AN TH E C - S U I TE © 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. Question: How strongly do you agree or disagree with the following statement? My company’s IT department going on vacation for a month would have a greater impact on my daily work life than if my company’s executive leadership (e.g., CEO, CFO, CMO) did. • Strongly disagree • Somewhat disagree • Somewhat agree • Strongly agree • Not applicable
- 6. KEY FINDINGS • More than half (56%) of end users say they do not understand or understand only a little about the role IT professionals employed by their company, beyond helping them as an end user resolve their technology issues. • Nearly all (89%) of those who work for a company that employs IT professionals say they ask for technical help/support from their IT professionals. More than half (53%) ask for help/support from IT professionals monthly or more frequently. 6 W H I L E TH E R O L E O F TH E I T P R O F E S S I O N AL I N I TS E N TI R E TY I S N O T ALWAY S W E L L U N D E R S TO O D B Y E N D U S E R S , TH E Y K N O W W H O TO C AL L O N W H E N TH E Y H AV E A TE C H N O L O G Y P R O B L E M © 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. Question: How well, if at all, do you understand the role of IT professionals beyond helping you as an end user resolve your technology issues? • I do not understand at all • I understand a little • I understand a lot • I understand very well Question: On average, how often, if ever, do you ask for technical help or other forms of support from IT professionals at work? • Multiple times a day • Daily • Weekly • Monthly • A few times a year • Once a year • Less than once a year • Never
- 7. The SolarWinds and SolarWinds & Design marks are the exclusive property of SolarWinds Worldwide, LLC and its affiliates, are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other SolarWinds trademarks, service marks, and logos may be common law marks, registered or pending registration in the United States or in other countries. All other trademarks mentioned herein are used for identification purposes only and may be or are trademarks or registered trademarks of their respective companies. © 2015 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.