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Routine Technology Problems Drive Huge Losses in Productivity for Employees, Companies and Countries
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New global survey on “IT Friction” reflects a negative annual impact exceeding $100 billion for Fortune 100 companies alone, potentially trillions in global GDP

SAN JOSE, Calif.--(BUSINESS WIRE)--Apr. 24, 2013-- A first-of-its-kind survey of the global workplace reveals that the cost of routine IT issues experienced by workers and businesses has reached crisis proportions, negatively impacting employee and company productivity – and by extension shareholder value and national economic performance – to an extent not previously understood. (view the digital content capsule)

Enterprise technology leader BMC Software (NASDAQ: BMC) asked top analyst firm Forrester Research to examine the issue of “IT friction” in the workplace. The result was a global survey and report entitled “Exploring Business and IT Friction: Myths and Realities.”

Forrester surveyed 900 IT professionals and 900 business users from across North America, Europe and Asia and found that workers and their companies suffered significant losses in productivity due to IT issues. Fully 86 percent of employees lose an average of 18 hours a month – totaling more than five weeks each year -- due to IT issues and the subsequent challenges in resolving them. Representing a 10 percent productivity hit, the average annual cost for each “normally” impacted employee is approximately $3,700. That number can spike even higher for the most severely impacted employees, who lose as much as 52 percent of their productive work time.

From a corporate perspective, this means that lost productivity for Fortune 100 companies could easily exceed $100 billion annually. Their 2011 payrolls accounted for approximately 26-27 million employees around the world, plus a very large but unpublished number of full-time contract workers. Beyond the lost time and productivity, companies also suffer lost “upside” associated with the failure to repurpose those employee hours towards productive work and revenue – an issue that will be the subject of a future report.

The “IT Friction” issue also impacts national Gross Domestic Product (GDP) performance – an impact estimated to be many trillions globally – which also will be examined in a future survey of the same eight countries included in the initial Forrester report.

See related video commentary by Eveline Oehrlich, Forrester vice president and research director.

In response to this workplace crisis, BMC today is launching BMC MyIT, the revolutionary new enterprise software application that provides personalized assistance to employees experiencing IT issues (see the demo). Major global leaders in the energy and financial services are among the first to adopt MyIT, a move that will allow their employees to take personal control over the delivery of the technology services and information they need – anytime, anywhere, from any device.

Kim DeCarlis, chief marketing officer at BMC, said: “This first-ever global IT Friction study confirms with data what many have long suspected: enterprise IT departments need to strike a new balance, continuing to deliver business solutions and security while enabling new freedom and productivity for employees. In many ways, it’s time for an “IT Spring” – one that liberates IT from repetitive, low-level tasks while simultaneously giving employees more control over their technology. With many billions of dollars on the line, it’s time for dramatically new approaches that put employees and technology managers on the same team. Only through unity of purpose can this productivity crisis be resolved.”

Kia Behnia, chief technology officer at BMC, said: “People around the world are calling for change on many fronts – socially, politically, and economically. They’ve also come to expect a true consumer-like experience from their IT organizations in the workplace. IT organizations are responding to this demand for change. BMC MyIT is the liberating technology that reduces IT friction and enables IT professionals to better serve the rapidly changing needs and expectations of the employees.”

Learn more about BMC and MyIT:

See the latest in MyIT shareable content:

Read what people are saying about MyIT: Are you being served? and My Top IT Products for 2012

Business runs better when IT runs at its best.

Tens of thousands of IT organizations around the world -- from small and mid-market businesses to the Global 100 -- rely on BMC Software (NASDAQ: BMC) to manage their business services and applications across distributed, mainframe, virtual and cloud environments. BMC helps customers cut costs, reduce risk and achieve business objectives with the broadest choice of IT management solutions, including industry-leading Cloud Management offerings. For the four fiscal quarters ended December 31, 2012, BMC revenue was approximately $2.2 billion.

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. © Copyright 2013 BMC Software, Inc.


*Based on average global cost – $306 monthly or $3,677 annually – per moderately impacted employee. Calculated from data in Figure 9 of the Forrester report.

Editors' Note: Photos are available via the Associated Press Photo Network and online at Feature Photo Service's link through

Source: BMC Software

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