ITSM Is Effective in Remote Work Environment
July 28, 2020
Share this

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, according to The State of ITSM in the COVID-19 Pandemic, a survey by ManageEngine.


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.

Other key findings show security concerns loom large, and greater recognition of IT's efforts are anticipated.

Impact of employee remote working

72% of IT professionals affirm ITSM's continued effectiveness even in remote work scenarios. However, only one in two organizations have a bring your own device (BYOD) policy to support continued productivity in new remote work environments.

Financial and asset management implications

4 out of 5 respondents believe IT will have greater appreciation in terms of budgets, salaries and recognition of efforts, post crisis. Only 15% of organizations were under-equipped with the necessary applications and tools to enable remote working, well into the crisis.

Security and governance issues

Only 40% of organizations confidently agreed that they are equipped to tackle the increase in security and privacy concerns related to employees working outside the office.

Third-party services and technology assistance

Among the organizations 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 organization.

Business continuity success levels

Most organizations 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 organizations 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 organization has been able to enable remote work, and this trend will only intensify. As businesses strive to survive, compete and eventually lead in these tough times, closing the technology gaps highlighted in the survey will be a priority."

Share this

The Latest

January 26, 2023

As enterprises work to implement or improve their observability practices, tool sprawl is a very real phenomenon ... Tool sprawl can and does happen all across the organization. In this post, though, we'll focus specifically on how and why observability efforts often result in tool sprawl, some of the possible negative consequences of that sprawl, and we'll offer some advice on how to reduce or even avoid sprawl ...

January 25, 2023

As companies generate more data across their network footprints, they need network observability tools to help find meaning in that data for better decision-making and problem solving. It seems many companies believe that adding more tools leads to better and faster insights ... And yet, observability tools aren't meeting many companies' needs. In fact, adding more tools introduces new challenges ...

January 24, 2023

Driven by the need to create scalable, faster, and more agile systems, businesses are adopting cloud native approaches. But cloud native environments also come with an explosion of data and complexity that makes it harder for businesses to detect and remediate issues before everything comes to a screeching halt. Observability, if done right, can make it easier to mitigate these challenges and remediate incidents before they become major customer-impacting problems ...

January 23, 2023

The spiraling cost of energy is forcing public cloud providers to raise their prices significantly. A recent report by Canalys predicted that public cloud prices will jump by around 20% in the US and more than 30% in Europe in 2023. These steep price increases will test the conventional wisdom that moving to the cloud is a cheap computing alternative ...

January 19, 2023

Despite strong interest over the past decade, the actual investment in DX has been recent. While 100% of enterprises are now engaged with DX in some way, most (77%) have begun their DX journey within the past two years. And most are early stage, with a fourth (24%) at the discussion stage and half (49%) currently transforming. Only 27% say they have finished their DX efforts ...

January 18, 2023

While most thought that distraction and motivation would be the main contributors to low productivity in a work-from-home environment, many organizations discovered that it was gaps in their IT systems that created some of the most significant challenges ...

January 17, 2023
The US aviation sector was struggling to return to normal following a nationwide ground stop imposed by Federal Aviation Administration (FAA) early Wednesday over a computer issue ...
January 13, 2023

APMdigest and leading IT research firm Enterprise Management Associates (EMA) are teaming up on the EMA-APMdigest Podcast, a new podcast focused on the latest technologies impacting IT Operations. In Episode 1, Dan Twing, President and COO of EMA, discusses Observability and Automation with Will Schoeppner, Research Director covering Application Performance Management and Business Intelligence at EMA ...

January 12, 2023

APMdigest is following up our list of 2023 Application Performance Management Predictions with predictions from industry experts about how the cloud will evolve in 2023 ...

January 11, 2023

As demand for digital services increases and distributed systems become more complex, organizations must collect and process a growing amount of observability data (logs, metrics, and traces). Site reliability engineers (SREs), developers, and security engineers use observability data to learn how their applications and environments are performing so they can successfully respond to issues and mitigate risk ...