However, the proliferation of desktop computers also makes it more difficult, time consuming, and expensive to manage IT resources in a rapidly changing organizational and technical environment. First, there is tremendous pressure to improve service to the users who are dependent upon the desktop computer. As new software and hardware are introduced into the enterprise structure, IT personnel are faced with supporting and maintaining technology with which they are often unfamiliar, increasing the time required to field questions and resolve problems. Skilled, experienced IT professionals are increasingly difficult and expensive to recruit and to retain. Unfilled vacancies decrease service.
New hires take months to become familiar with a company's systems and procedures.
Costs increase as higher salaries are required. Second, there is continual pressure to reduce costs. Ongoing technical training is required to ensure IT personnel know how to install and maintain new technology or software and handle user questions. Finally, business leaders must struggle with how to free up technical resources, already busy performing routine service and maintenance, for strategic projects. Businesses and organizations are increasingly interested in deploying e-commerce solutions, ERP applications or converged networks, but IT resources are consumed with daily support.