A new study from industry analyst firm Gartner Inc. shows that budget restrictions are the biggest barrier to widespread use of e-support in the enterprise. Almost 60 percent of IT support solution users surveyed said tight budgets are the reason they are not using e-support solutions.
And 52 percent said what they are using isn't cutting the mustard when it comes to resolving hardware and software support incidents.
''The issue of the budget is understandable, given the economy, but it translates to a reluctance to make the investment if the payback is in question,'' says Robert Igou, principal analyst for Gartner's IT Services Group. ''The most alarming concern for support providers is that e-support solutions are not generally seen as effectively solving support incidents. If this perception is not remedied with an evolution of improvements, it could have a retarding effect on the demand for this technology.''
Gartner reports that of those surveyed 54 percent said the availability and reliability of Web-based, e-support solutions is the top factor that needs improving. Nearly half of all users surveyed had just about an equal concern about e-support content, and another concern related to expertise and response time.