A recent Nintex (2018) report about the corporate America which also points to similar trend in the rest of the world indicate that IT represents the most broken corporate process in enterprises, leading to the rise of shadow IT and employee dissatisfaction.
The report surveyed 1,000 professionals from firms with more than 1,000 employees, finding that 62% reported that they observe broken IT processes within their company, making it the most problematic department.
Only 24% of employees said they receive “very prompt service” from in-house IT teams, while just 7% said the same for remote IT teams.
These findings highlight the need for IT teams to work on relieving bottlenecks and improving service times.
The report indicated that frustrated employees often turn to shadow IT, using unsanctioned devices or apps at work thus increasing security risks. Some 46% of millennial workers surveyed reported doing this as a direct response to delayed IT troubleshooting, and complicated technologies that are difficult for the line of business to manage.
Unfortunately the bad example has been modelled by the IT professionals themselves: According to the report, 60% of them said they have used unsanctioned apps or devices because of unresolved IT issues, making them the largest culprits of shadow IT.
The Nintex report also brought to light the fact that broken processes are found in many organizations but remain unsolved due to a load of other priorities that IT teams have to handle. This has resulted into the processes being classified as “unsolvable issues.”
Other than technology troubleshooting, employees named access to tools and documents that enable strong job performance, annual performance reviews, promotions, and employee onboarding as top broken processes.
One third of employees surveyed said that they are currently looking for a new job, with 86% of those naming their company’s broken processes as a main reason behind this decision.
Nintex CEO pointed out that broken processes within organizations like trouble contacting IT and inconsistent performance reviews are taking a serious toll on employee morale and increasingly becoming a top concern for C-suite leaders. He further recommended automating some of these processes to increase efficiency as part of the solution to the menace.