IT Struggles to Adapt to Expanding Role, but Organisations Can Do More to Help Them Succeed, 2018 Insight Intelligent Technology Index Shows

London, September 25, 2018 – The current role of IT and the one that business leaders need them to play is creating both friction and opportunity within the discipline. According to the 2018 Insight Intelligent Technology™ Index,  56 percent of IT decision makers agree that the department struggles to adapt to an expanding role that includes both adopting innovation initiatives while keeping core systems running effectively.

As companies turn to IT to help them navigate systemic cultural and technological changes, business leaders have thrust IT into a state of change with increasing roles and responsibilities. But the infrastructure, budget and clear roadmap forward to manage complex IT challenges and transform the business have yet to emerge, according to the vast majority of the 200 IT professionals queried in the study.

“Organisations have become acutely aware of the critical role technology now plays in overall business strategy, from enabling a more productive and connected workforce to increasing market share and customer loyalty. The Insight Intelligent Technology™ Index signifies how competing demands on IT are inhibiting their ability to plan and innovate,” said Emma de Sousa, Managing Director UK and Vice President Marketing EMEA at Insight.

The issues underscoring why IT decision makers feel they may not be set up for success also provide a good starting point for where business leaders and IT leaders can begin to collaborate, including:

·        Competing demands and not enough resources to effectively support the organisation (79 percent)

·        Request of IT to support innovation, despite existing processes, practices and business operations not evolving to allow them to accomplish this (33 percent)

·        Lacking clearly defined roles and responsibilities within the organisation (30 percent)

IT is still perceived as a cost center when businesses want and need more.

IT budgets have long been a pain point for businesses — an issue that continues to intensify — with 79 percent saying monitoring budgets and costs is a top technology concern.

Additionally, almost two in five respondents describe IT as being an even mix of cost centre and innovation centre with just over a fifth of respondents viewing their department as a cost centre.

Cost centre

22 percent

Even mix between cost centre and innovation

38 percent

An innovation centre

9 percent


“While we have been talking about the growing need for IT to both manage daily operations and be a strategic partner for transformation, many companies still have a long way to go when it comes to leveling the divide and creating a competitive advantage through innovation,” said de Sousa. “The Index results suggest more businesses are putting an emphasis on managed services to get there. If this happens, the look and feel of IT departments will change dramatically and businesses will start to see even greater IT-driven business outcomes.”

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The findings in this year’s Index come from an online survey of a random sample of 200 IT professionals from companies with one to more than 1,000 employees. To qualify for the survey, respondents had to be responsible for at least two of the following areas: management and supervision of IT systems, determining IT needs for their company, and approving or selecting IT consultants. Fieldwork was conducted by Market Insights Group between May 8, 2018, and May 15, 2018. For this research, small companies are defined as having fewer than 100 employees, medium companies as having 100 to 999 employees, and large companies as having 1,000 or more employees.


About Insight

Today, every business is a technology business. Insight Enterprises Inc. empowers organisations of all sizes with Insight Intelligent Technology Solutions™ and services to maximise the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud and data center transformation, connected workforce, and supply chain optimisation solutions and services, we help clients successfully manage their IT today while transforming for the future. From IT strategy and design to implementation and management, our 6,600+ employees help clients innovate and optimise their operations to run business smarter. Discover more at