User Training an Obstacle for IT Teams Navigating Change Management

This is part 4 of 5 in our change management research series. Data presented here was collected via a commissioned market research survey of 320 global IT leaders. Click here to view the full report.

IT leaders struggle with training users effectively on new software, according to recent market research conducted by the Nitro team.


Of the more than 320 IT leaders surveyed, 42% said insufficient user training is an issue, and one in five described the training that does take place as ineffective.

When it comes to the success metrics IT leaders assign to software implementation projects, more than half of respondents (57%) identified user adoption as a key performance indicator, while 54% said ROI was a top measurable.


The disconnect

It seems logical to argue that users who are well-trained on a software are more likely to adopt it into their day-to-day work, and the impact of its quick uptake and regular use would justify the purchase of the new solution. Conversely, users lacking quality training would impede adoption and ROI, essentially setting an organization up for change management failure.

Still, IT leaders aren’t placing enough emphasis on user training; 1 in 15 respondents said a vendor’s user training offerings were an area of low importance to explore during an evaluation.
Enable your users

By developing a comprehensive training program that addresses the different needs of various user groups, you’ll establish a platform to drive adoption of the new solution faster and more broadly across your organization. Closing the gap left by insufficient training will also pave the way for IT leaders to reach their ROI goals.

Training shouldn’t sit squarely on the shoulders of the organization, however. Vendors should be evaluated on the type of training and support they offer from the start. As experts on their product, they should be well-equipped to share resources and lead sessions to ensure your users are satisfied with their new tool, and making the most of it.

> Learn more about our research findings by downloading Modern Change Management: A Research Report on Misperceptions, Trends, and Strategies for Success.

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