Seven in every 10 (72%) IT professionals see that IT service management continues to be effective in a remove work environment, a ManageEngine Survey shows.
“The State of ITSM in the COVID-19 Pandemic’ survey covered more than 500 global IT professionals, and focused on the 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.
Findings show that 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. However, a considerable minority of firms do not have self-service (28%) and virtual agent (24%) technologies to offset the workload.
Findings also show that security concerns loom large, and greater recognition of IT’s efforts are anticipated.
Four out of five respondents believe IT will have greater appreciation in terms of budgets, salaries and recognition of efforts, post crisis. Only 15% of firms were under-equipped with the necessary applications and tools to enable remote working, well into the crisis.
Two in every five firms confidently agreed that they are equipped to tackle the increase in security and privacy concerns related to employees working outside the office.
Among the firms that outsourced ITSM, over 70% were satisfied with their MSP’s performance. Interestingly, IT self-service was non-existent in 28% of the respondent’s organisation.
Most firms had a business continuity plan (BCP), leaving only 20% without one. A reliable BCP was an important factor for successful remote IT support.
“The pandemic has brought IT organisations to the front line from the back office overnight,” said Rajesh Ganesan, VP at ManageEngine. “How well a business has performed in the last few months has a lot to do with how well its IT organisation has been able to enable remote work, and this trend will only intensify.”
