There are significant differences between North America, EMEA countries, and Latin America when it comes to the availability of data centres, applications, and the use of social media in providing technical support.
In a survey conducted by the market research institute IDC, only 29% of respondents in EMEA (Europe, Middle-East, Africa) countries said that their data centres achieved an availability of 99.9% or more. The figure was 32% in North America and 41% in Latin America.
A similar picture emerged with respect to the availability of desktop management tools and business applications. In the EMEA countries, for only 20 to 30% of these applications is the availability for employees at 99.9%. The US and Canada, on the other hand, report values of 33 and 35%, and in Latin America the corresponding figures are 30 and 32%. The use of social media channels for technical support, at 48%, is lower in EMEA countries than in the other regions, where the average value is 57%.
Finally, the survey also looked at the overall end-user satisfaction with IT services. Although companies in the EMEA region show good results, with 7.9 points out of a possible 10, this score was nevertheless exceeded by North America (8.2 points) and Latin America (8.5 points).
The aim of the survey was to obtain figures on the productivity of employees who depend on IT services. The Unisys People Computing Productivity Index was used as a questionnaire. (Source: Unisys/IDC/rf)