Menu
Application performance and availability affecting employee output: SolarWinds

Application performance and availability affecting employee output: SolarWinds

Management software company finds increased tech complexity is making support difficult.

Most employees find application performance and availability affect their ability to do their job.

The result (94 per cent) comes the way of a SolarWinds survey, which head geek, Lawrence Gavin, said highlighted the dissatisfaction of workers with responses to IT issues.

“A high number of respondents reported that it took a while to get things fixed or they weren’t fixed within a time they reported it,” he said.

The survey found 68 per cent of employees expect IT to solve the issue in an hour or less, yet only one-third of users said IT could meet this demand.

The expectation of rapid response and resolution has always existed, though Gavin said the current entire technology environment has become more “on-demand and immediate response-based.”

“Even in the 1980’s and the 1990s, the attitude was we’ll call you by phone and we want you to fix it in five minutes,” he said.

“Sometimes that is practical, but other times it is unrealistic.”

Looking for the solution

As technology improves, Gavin said there are elevated expectations for responsiveness in terms of support.

Read more: Zebra Technologies strengthens A/NZ channel with expanded repair support

“As the application environment becomes more diverse, and dependant on Cloud services and running on multiple devices, more people and organisations become involved in getting something fixed,” he said.

If an organisation has an application that runs entirely on-premise, such in the case where they own the physical box that runs the virtual machines, Gavin said it is simple for that organisation to identify and deal with a problem.

“As the applications get more complex and is hosted off-site, that is not going to make it easier to resolve issues in a shorter period of time,” he said.

Patrick Budmar covers consumer and enterprise technology breaking news for IDG Communications. Follow Patrick on Twitter at @patrick_budmar.

Follow Us

Join the New Zealand Reseller News newsletter!

Error: Please check your email address.

Tags supporthelp deskSolarWinds

Featured

Slideshows

Kiwi channel reunites as After Hours kicks off 2017

Kiwi channel reunites as After Hours kicks off 2017

After Hours made a welcome return to the channel social calendar last night, with a bumper crowd of distributors, vendors and resellers descending on The Jefferson in Auckland to kickstart 2017. Photos by Maria Stefina.

Kiwi channel reunites as After Hours kicks off 2017
Arrow exclusively introduces Tenable Network Security to A/NZ channel

Arrow exclusively introduces Tenable Network Security to A/NZ channel

Arrow Electronics introduced Tenable Network Security to local resellers in Sydney last week, officially launching the distributor's latest security partnership across Australia and New Zealand. Representing the first direct distribution agreement locally for Tenable specifically, the deal sees Arrow deliver security solutions directly to mid-market and enterprise channel partners on both sides of the Tasman.

Arrow exclusively introduces Tenable Network Security to A/NZ channel
Examining the changing job scene in the Kiwi channel

Examining the changing job scene in the Kiwi channel

Typically, the New Year brings new opportunities for personnel within the Kiwi channel. 2017 started no differently, with a host of appointments, departures and reshuffles across vendor, distributor and reseller businesses. As a result, the job scene across New Zealand has changed - here’s a run down of who is working where in the year ahead…

Examining the changing job scene in the Kiwi channel
Show Comments