IT support delay projects
Demands from IT customer support account for 66% of IT project delays. The following IT manager survey details the feedback from server IT managers and the frustrations they encounter.

SMB IT teams across North American are still suffering from project delays; due primarily to the unexpected demands of support operations. Structured resource management, or the lack thereof, is at the root of this issue and until it’s addressed project delays will continue.

A 2014 survey, (Entry, page 5, 2014) performed by Entry Software Corporation indicated that, in spite of the significant investment and inroads into the practices and adoption of Project Management, that 66% of the projects scheduled were delayed and the number one cause of delay was lack of knowledge of the ongoing requirements that support had for project resources.

In other words: the project manager did not or could not account for the support demands of individual project team members. 

One high profile IT consulting firm even went so far as to say that “86% of projects fail to deliver against their budget, schedule, scope, quality and benefits baseline.” (Price Waterhouse Cooper, page 15, PPM Global Survey, 2014).

Further drill down into these studies show that:

  • Maturing organizations are improving when they adapt new technologies, (software), in combination with new methodologies. They are completing more projects on time, on budget, in scope and with good quality.
  • On the other hand, maturing organizations that adopt new methods for project management, service management, etc… without supporting technologies introduce risks.
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When adopting new technologies for the support of project management and service desk processes a holistic approach is necessary. All systems and resources in IT must be analyzed and included in the study in order to effectively implement and succeed.

One area that organizations can improve easily is the integration of all IT work into a single system. Entry Software has long been a promoter of the holistic approach to IT Work Management Systems, (, 2014). Entry advises that “the integration of all service, support, and operational work along with all projects and project management activities will prove to be a workable solution in estimating resource involvement and scheduling resources intelligently”.

Project and service management that does not take a holistic approach i.e. development, database, service, project management, specialized services, etc… runs the risk of scheduling resources for projects without full knowledge of work load, work history and projected availability.

The report, “Challenges Facing IT Leaders when Managing Planned and Unplanned Work in Disparate Systems” outlines six issues and how your peers are addressing them. Download the FREE report today to learn more.

For more information visit the Entry Software site and signup for an online 30-minute demo with an Entry Software consultant.