Most public sector organisations rely solely on their end users to discover and report IT problems and are not receiving the benefits of using IT best practice guidelines.
That is according to research commissioned by Compuware, which found that out of 100 IT managers surveyed, only 12 per cent use management monitoring technology to find out how efficiently their system is working for its end users, despite most of them - 61 per cent - implementing the UK government ITIL's (IT Infrastructure Library) best practice guidelines.
Compuware claimed that this could mean government organisations were opening themselves up to risks, for example, the inefficient use of applications by users, who as a result are not able to do their jobs as efficiently and cost-effectively as possible. This in turn could lead to more expenditure on resolving IT problems and less central funding being received in future budgets.
Michael Allen, Compuware’s performance solutions director, said: "Although we are seeing the right trend in so far as most public sector organisations are educating their staff about best practice guidelines, only 12 per cent of them have implemented these guidelines far enough to be able to measure how their system is working for the end user. They need to have the technology to do that embedded."
He added this was important because most Government organisations have an underlying IT policy and their work is increasingly relying on the efficiency of their IT systems.
"The end user monitoring market is accelerating and organisations need to use this kind of technology because if it is used from the start there is likely to be less cost to a service in the long run," he said. Allen advised that if government services wanted to use public money more effectively, their IT managers needed to see IT, and this kind of management monitoring technology, as an enabler to providing better services to both end users and customers alike.