Why should IT get a seat on board?
Easy question. Just to know and measure internal customer satisfaction rates, cites research sponsored by Hornbill Systems and Service Desk Instituterecent research jointly commissioned by the Service Desk Institute and Hornbill Systems, a leading supplier of enterprise service management software.

The research shows that the increased profile of IT within the business has been reflected in the new role of the service desk.

Why did that become so actual and important? Because nothing works without technology, there is no business that might be succeeded without technological support. Nowadays 65% of businesses have IT representation at board level, compared to 58% five years ago, because service desk data and workflow systems are also enabling organisations to work smarter with improved processes and adoption of best practice.

According to Patrick Bolger, Chief Marketing Officer of Hornbill Systems; “In the last five years we have seen IT change from being an outside function to one that is core to the business. Users throughout organisations are dependent on IT to work, which in turn has increased visibility of systems, problems and the IT teams.

“This dependency has raised the profile and growth of IT as a business function, with a real human interface. At the recent 2008 Service Desk and IT Show we talked with many visitors who have recognised the importance of integrated service desk solutions. They were looking for systems and tools that could help meet their business requirements, provide a much improved, effective service and also enhance the working environment and job satisfaction for their IT staff.”

References:
http://www.sourcewire.com/releases/rel_display.php?relid=38746&hilite=