Much has been made about the gap between services Enterprise IT deploys and how much those services are actually used by employees. To remain competitive Enterprise IT must implement strategies that drive awareness and adoption.
You're not asking a very simple question here. It sounds like the correct answer is to train users better, but that may not be the right approach.
There are many different ways to look at the issue.
One of the most important questions is who is deciding on the tool set. Some IT deployments look great on paper but when users get to use them, these same tools become too much of a hindrance and get abandoned. At the same time, you don't want to ignore things like safety, security, etc.. so a little hindrance may be necessary.
And if the tools are in fact useful and necessary, what else are the users employing to get their work done without them, and why?
Are you solving more of the trivial problems the users are having at the expense of bigger issues.
Is a corporate revision of procedures etc... a better way to achieve objectives?
These are just some of the immediate thoughts that I get when reading your question. It seems like the time to have monthly user education meetings and start listening.
This is really the key to success, isn’t it? The secret sauce here is… wait for it… CUSTOMER SERVICE! I have found that IT organizations that don’t value and measure the quality of their service tend to have a larger gap of the kind you describe. Customer Service seeks to create a continuous feedback loop between service provider and service consumer. Too often, the interaction between IT and user is one way. Here is what we think you need, when you need it. You’re welcome. We have tried to address IT quality of service with SLAs. However, these are often not negotiated between IT and the users. They are used more as a shield against complaints of poor service. “Well, we met our SLA. I don’t know why they are complaining.” A comprehensive Customer Care/Service program must be an integral part of IT operations. I have implemented these programs and they can absolutely eliminate a gap between user expectation and IT delivery.