Managed.IT - Issue 63

5 IT PRIORITIES IT decision-makers highlight consolidation of technology, cost savings and better customer support as top priorities it is very important to consider reducing the burden on IT when choosing new software, up from 35% last year. Two thirds (68%) of company leaders say they are now more involved in the procurement process for IT products and tools than they were a year ago. n Supporting IT teams with better IT support tools. Two thirds (65%) of organisations have seen an increase in their IT workload in the past year and 92% want to reduce the burden on IT through their software choices. Changes or upgrades to digital tools are being driven by the preferences of the IT team in 40% of organisations. n Hybrid work is still the preferred way to work. While there are now almost twice as many inoffice workers as there were last year (36% vs. 19% in 2022), hybrid work remains the gold standard, with half of respondents splitting their time between home and the office. Year-over-year results show a decrease of 10% in the number of businesses that have official rules on the number of days an employee needs to be in the office, meaning that employees have more flexibility than ever. n Finding new ways to prioritise the customer. Businesses can only function if employees have the right IT support and communication tools, and for customer-facing teams this means having the right technology to seamlessly support customers. Two thirds (66%) of respondents plan to spend more this year on customer experience (CX) technology than they did in 2022. n Partners have a key role in decision-making. Over the last year, there has been a 55% increase in the use of technology partners, with 44% of businesses now consulting channel partners when choosing new business communication and IT support tools, compared to 27% who prefer to go directly to the solution provider. For more insights, please visit: GoTo, the IT management, support and business communication specialist, has published the main findings from its IT Priorities: 2023 Report. The report, conducted by Frost & Sullivan and commissioned by GoTo, looked at global trends among 1,000 IT decision-makers at companies with fewer than 1,000 employees. Against a background of economic uncertainty, scrutinised budgets and overburdened resources, IT decision-makers are having to set goals and objectives to maximise their investment, grow their business and streamline their processes. Among respondents to GoTo's survey the four main business objectives are to: n grow revenue; n improve operational efficiencies; n reduce costs; and n increase customer satisfaction. The IT Priorities: 2023 Report identifies a number of key trends that will allow teams to achieve these objectives. Key IT Trends n Consolidation for enhanced productivity and cost savings. Eight out of 10 respondents (83%) consider consolidation of communication, collaboration and IT management and support tools an important initiative for the year; 93% have completed, planned or are already undertaking these consolidation efforts. The top reasons given for consolidation are to increase employee productivity, to give the IT team solutions that are easier to manage and to make cost savings, with 41% saying they plan to switch vendors to reduce costs. n Taking responsibility. Nearly half (48%) of decision-makers say GoTo reveals key trends shaping IT priorities in 2023 are focused on consolidating vendors GoTo asked 1,000+ SMB decision makers what’s top of mind right now. aim to reduce the burden on IT are supporting hybrid work