ManageEngine, the enterprise IT management division of Zoho Corporation and the developers of ServiceDesk Plus, the flagship ITSM suite used by more than 100,000 service desks worldwide, today announced the results of its survey, The State of ITSM in the COVID-19 Pandemic.
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“The State of ITSM in the COVID-19 Pandemic”
The survey, conducted among more than 500 global IT professionals, highlights the ramifications and challenges the COVID-19 pandemic caused for IT service teams. The survey focused on five facets of ITSM – impact of employees working remote, financial and asset management implications, security and governance issues, third-party services and technology assistance, and business continuity success levels.
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The survey yielded key findings that organizations and teams should be aware of when adapting to remote work environments.
Cloud services, knowledge management and self-service adoption makes remote ITSM easier
As employees began working beyond the corporate perimeter, the data and tools local to their network became out of reach. Therefore, a majority (78%) of IT professionals overcame this hurdle by transitioning to cloud services.
Further, global IT teams have adopted new tools and applications to accommodate a dispersed workforce. This led to an increased requirement to update knowledge articles and user documentation to address the new technologies.
Worryingly, in these times with unprecedented service desk pressure, a considerable minority of organizations do not have self-service (28%) and virtual agent (24%) technologies to offset the workload. It is worth investing in them, as the survey evidenced high correlation of remote ITSM success among organizations that are leveraging such tools.
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