Many hands make… inefficient work

Findings from a recent survey reveal that the process of application support in most companies is inefficient and resource intensive. For example, on average it took nine people to solve a single enterprise application problem. Most support staff invest the majority (75%) of their time and effort in reproducing and communicating the problem to other team members, and only 25% actually fixing the problem! These inefficiencies have a huge impact on product development, with 39% of application developers’ time taken up with fixing problems in current software versions rather than on developing new software products. The survey was commissioned by Identify Software, whose AppSight product is designed to improve problem resolution.