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

Sizing up the NZ security spectrum - Where's the channel sweet spot?

Sizing up the NZ security spectrum - Where's the channel sweet spot?

From new extortion schemes, outside threats and rising cyber attacks, the art of securing the enterprise has seldom been so complex or challenging. With distance no longer a viable defence, Kiwi businesses are fighting to stay ahead of the security curve. In total, 28 per cent of local businesses faced a cyber attack last year, with the number in New Zealand set to rise in 2017. Yet amidst the sensationalism, media headlines and ongoing high profile breaches, confusion floods the channel, as partners seek strategic methods to combat rising sophistication from attackers. In sizing up the security spectrum, this Reseller News roundtable - in association with F5 Networks, Kaspersky Lab, Tech Data, Sophos and SonicWall - assessed where the channel sweet spot is within the New Zealand channel. Photos by Maria Stefina.

Sizing up the NZ security spectrum - Where's the channel sweet spot?
Kiwi channel comes together for another round of After Hours

Kiwi channel comes together for another round of After Hours

The channel came together for another round of After Hours, with a bumper crowd of distributors, vendors and partners descending on The Jefferson in Auckland. Photos by Maria Stefina.​

Kiwi channel comes together for another round of After Hours
Consegna comes to town with AWS cloud offerings launch in Auckland

Consegna comes to town with AWS cloud offerings launch in Auckland

Emerging start-up Consegna has officially launched its cloud offerings in the New Zealand market, through a kick-off event held at Seafarers Building in Auckland.​ Founded in June 2016, the Auckland-based business is backed by AWS and supported by a global team of cloud specialists, leveraging global managed services partnerships with Rackspace locally.

Consegna comes to town with AWS cloud offerings launch in Auckland
Show Comments