IT Service Providers, Customers Needs Poorly Aligned, Study Shows
New research finds a substantial disconnect between IT service providers and IT departments in how their relationships should evolve.While IT departments initially reach out to IT service providers to help tackle an immediate, business-critical need, many service providers right away try to offer a wider, more consultative service in response, giving this greater priority than addressing the more pressing requirement, new research shows. There is a substantial disconnect between IT service providers and IT departments in how their relationships should evolve, according to the findings of IT service management specialist LogicNow's worldwide survey of more than 1,300 IT departments and almost 700 IT service providers. The study showed 71 percent of U.S. IT service providers were keen for their customer relationships to move toward greater strategic consultancy and looking to offer wider, more diverse knowledge-based services. "Service providers are acutely aware of the importance of good communications, but they don't always focus on tailoring the message to their prospective clients," Alistair Forbes, general manager of LogicNow, told eWEEK. "You never really know what you have said until you know what the person who was listening actually heard. The survey results show that the communication approach of many service providers is not matching what their prospective clients are looking for." Showing broader capability at an early stage is a sensible approach, but it should be clearly delineated from the core response to the client's requirements, Forbes said.
However, just 13 percent of IT departments felt the same, with the remainder split evenly between wanting no change at all, and actually wanting more focus on tactical, technical IT support instead.