PMG Research

Alignment between IT and the business has progressed significantly according to the 2015 PMG IT and the UX Study. The survey of nearly 250 North American corporate IT professionals demonstrates that IT and business users are beginning to work together in a more cohesive manner. In fact, IT’s take on the mutual understanding of strategic objectives has improved by nearly 20 percent.

A contributing factor toward the enhanced relationship is IT’s conscious effort to improve user experiences (UX). ¬†Across the board, IT is doing more to evaluate the UX of applications pre and post implementation. In fact, 54 percent of respondents say they regularly survey business users in order to gauge their happiness.

Another indication that business user satisfaction is at the forefront for IT is the emerging presence of intuitive technology throughout the enterprise. The majority of IT executives (63 percent) say that greater than 50 percent of their organization’s applications require no HTML or coding knowledge to operate.

While the working relationships between IT and business users are on the upswing, IT feels their perception among business users is still not ideal. According to IT leaders, 41 percent of business users continue to view IT as service providers rather than strategic partners.

It’s also evident that greater clarity and commitment is needed among IT leadership regarding further investment in the consumerization of IT within their organizations. Although 42 percent of IT professionals see consumerization as a way to continue improving business user satisfaction, more than 30 percent are unaware of how much budget is available to continue to support the initiative.

“Investing in and deploying easy-to-use technology is not only beneficial to the user; it’s ultimately valuable to IT,” said Joe LeCompte, principal of PMG. “When business users feel empowered, IT suddenly has more time to focus on strategic objectives that enhance the organization as a whole. This positions IT to become more of a collaborative partner.”

Collaboration throughout the organization is fast becoming more of an emphasis for IT. While it’s no surprise IT executives frequently work closely with departments like marketing, legal, and human resources, some groups are seemingly easier for IT to work with than others. In fact, IT feels most effective working with the following departments:

  • Operations (94 percent)
  • Finance (87 percent)
  • Product research and development (83 percent)

When asked to look ahead, IT leaders say connectivity will continue to be essential, citing the Internet of Things (IoT) trend to have the longest lasting positive impact for business users. Conversely, Bring Your Own Application (BYOA) initiatives aren’t catching on with IT leaders. Eighty percent have not implemented BYOA at their organization and are still weighing the pros and cons.

For more in-depth survey findings from the 2015 PMG IT and the UX Study, visit http://www.pmg.net/portfolio-items/2015-pmg-it-and-ux-survey/.

About the 2015 PMG IT and the UX Study

PMG commissioned a blind survey of North American IT professionals in March of 2015. Respondents to the online survey included a total of 249 IT leaders. Of that group, 61 percent were in IT management (managers, supervisors, directors, etc.), and 19 percent were senior IT executives (CIO, CTO, vice president, etc.). Company size ranged from less than $200 million in revenue to more than $3 billion, with 44 percent having more than $1 billion in annual sales, 44 percent having more than 5,001 employees, and 64 percent having IT departments with 51 or more employees. Industries represented included computer technology, consulting, finance/accounting, healthcare and manufacturing.

About PMG

A significant number of the Global 2000 rely on PMG to deploy enterprise service catalog and business process automation software that streamlines operations, reduces costs and improves efficiency. Our solutions transcend traditional IT service management boundaries giving business and IT professionals a smarter way to automate business processes ranging from IT financial management to identity management, employee onboarding and cloud provisioning. As a result, our clients handle shared services requests faster with fewer manual processes and less reliance on staff intervention.