Hidden IT problems are quietly creating risk, shadow IT, and lost productivity

A staggering 70 percent of digital dysfunction never reaches the IT help desk, with employees instead choosing to work around slow applications, failed logins, and intermittent glitches, according to research from TeamViewer based on a global survey of 4200 managers and employees. This hidden IT problem is creating significant risk, shadow IT, and lost productivity for organizations. The research found that the majority of employees are reluctant to report IT issues, with 60 percent of respondents saying they have experienced IT problems in the past month, but only 30 percent reporting them to the IT help desk. Why it matters to readers The cumulative cost of these hidden IT problems is significant, with employees losing an average of 2.5 hours per week due to IT issues, translating to a loss of around 130 hours per year. This not only affects employee productivity but also has a significant impact on the overall performance of the organization. For example, a study by Forrester found that the average cost of IT downtime is around 5000 dollars per minute, highlighting the importance of addressing these hidden IT problems. Background context The research from TeamViewer also found that the majority of employees are using workarounds to deal with IT issues, with 70 percent of respondents saying they have used unofficial software or apps to get their work done. This is creating a significant risk for organizations, as these workarounds can often be insecure and unapproved, putting sensitive data at risk. For instance, a recent study by Ponemon Institute found that 60 percent of organizations have experienced a data breach due to an insecure endpoint, highlighting the need for organizations to address these hidden IT problems. What to expect next As organizations become more aware of the risks associated with hidden IT problems, we can expect to see a greater focus on addressing these issues. This may involve implementing new IT systems and processes, as well as providing employees with the training and support they need to report IT issues effectively. For example, some organizations are now using AI-powered IT service management tools to help identify and resolve IT issues more quickly, reducing downtime and improving productivity. The key takeaway from this research is that organizations need to take a proactive approach to addressing hidden IT problems, rather than relying on employees to report issues, in order to minimize risk and improve productivity.