ManageEngine, Zoho Corporation's enterprise IT management business, released the findings of their survey, The State of ITSM Two Years After the COVID-19 Pandemic, which followed up on a similar survey conducted in 2020 to better understand the issues faced by IT service teams.
The latest findings indicate that organisations are grappling with a new set of problems that were not previously deemed the top priorities.
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With three-fifths of the workforce now working in a hybrid mode, managing IT assets (46%) and communication and collaboration (41%) have emerged as the biggest challenges.
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Both jumped to the top spots, registering a positive difference of 11% and 7%, respectively, when compared to the 2020 figures.
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The most significant shift in reported challenges was a drop from 36% to 22% for securing company and client data in a distributed network. This change is likely the result of the proactive efforts of IT teams to ensure remote working risks were minimised.
“The survey clearly reveals that traditional IT needs to transform itself in the post-pandemic world to cater to the new realities in the workplace,” said Kumaravel Ramakrishnan, Evangelist at ManageEngine. “Self-organising teams, high-velocity workflows and a digital-first approach to customer experience are the hallmarks of new age, democratised IT. At ManageEngine, our focus is on helping customers embrace these changes and better support their users and businesses in hybrid workplaces."
Studying the 2-Year Pandemic Impact on ITSM Teams
In late 2021, ManageEngine polled 437 IT experts worldwide on a variety of subjects to learn how successful organisations have fared over the now two-year-long epidemic, the impact on operations, and which variables have influenced success.
Workplaces, the impact of people working remotely, financial and asset management consequences, the business view of IT, security and governance challenges, third-party services and technology assistance, and business continuity success levels were all included in the poll. Despite a global workforce, the poll produced critical insights that can help organisations and teams continue to function efficiently and safely.
“Organisations worldwide learned invaluable lessons from the pandemic, including what’s most important to them and their end users, the importance of IT to business operations and the changes needed to meet the needs of a hybrid workforce,” said Ramakrishnan. “ITSM teams played a critical role in ensuring that business operations continued during the pandemic, from overseeing BYOD policies and the provision of mobile assets to implementing self-service features and chatbots, investing more in business continuity planning and offering IT service delivery and support.”
Other Key Findings From the Report
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Employees are better equipped: Compared to the beginning of the pandemic, an additional 47% of organisations are now providing mobile assets to employees.
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IT teams see their value rise: Fifty-two per cent of respondents think IT is now viewed and treated better because of the pandemic, and another 14% think IT has always been highly regarded.
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BYOD policies are still absent: Two years after workplaces were totally disrupted, 40% of organisations still do not have a BYOD policy.
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User experience falls short: Thirty-four per cent of organisations still do not offer users self-help capabilities, and 52% do not have chatbots.
