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

September 16, 2021

Achieve more with less. How many of you feel that pressure — or, even worse, hear those words — trickle down from leadership? The reality is that overworked and under-resourced IT departments will only lead to chronic errors, missed deadlines and service assurance failures. After all, we're only human. So what are overburdened IT departments to do? Reduce the human factor. In a word: automate ...

September 15, 2021

On average, data innovators release twice as many products and increase employee productivity at double the rate of organizations with less mature data strategies, according to the State of Data Innovation report from Splunk ...

September 14, 2021

While 90% of respondents believe observability is important and strategic to their business — and 94% believe it to be strategic to their role — just 26% noted mature observability practices within their business, according to the 2021 Observability Forecast ...

September 13, 2021

Let's explore a few of the most prominent app success indicators and how app engineers can shift their development strategy to better meet the needs of today's app users ...

September 09, 2021

Business enterprises aiming at digital transformation or IT companies developing new software applications face challenges in developing eye-catching, robust, fast-loading, mobile-friendly, content-rich, and user-friendly software. However, with increased pressure to reduce costs and save time, business enterprises often give a short shrift to performance testing services ...

September 08, 2021

DevOps, SRE and other operations teams use observability solutions with AIOps to ingest and normalize data to get visibility into tech stacks from a centralized system, reduce noise and understand the data's context for quicker mean time to recovery (MTTR). With AI using these processes to produce actionable insights, teams are free to spend more time innovating and providing superior service assurance. Let's explore AI's role in ingestion and normalization, and then dive into correlation and deduplication too ...

September 07, 2021

As we look into the future direction of observability, we are paying attention to the rise of artificial intelligence, machine learning, security, and more. I asked top industry experts — DevOps Institute Ambassadors — to offer their predictions for the future of observability. The following are 10 predictions ...

September 01, 2021

One thing is certain: The hybrid workplace, a term we helped define in early 2020, with its human-centric work design, is the future. However, this new hybrid work flexibility does not come without its costs. According to Microsoft ... weekly meeting times for MS Teams users increased 148%, between February 2020 and February 2021 they saw a 40 billion increase in the number of emails, weekly per person team chats is up 45% (and climbing), and people working on Office Docs increased by 66%. This speaks to the need to further optimize remote interactions to avoid burnout ...

August 31, 2021

Here's how it happens: You're deploying a new technology, thinking everything's going smoothly, when the alerts start coming in. Your rollout has hit a snag. Whole groups of users are complaining about poor performance on their devices. Some can't access applications at all. You've now blown your service-level agreement (SLA). You might have just introduced a new security vulnerability. In the worst case, your big expensive product launch has missed the mark altogether. "How did this happen?" you're asking yourself. "Didn't we test everything before we deployed?" ...

August 30, 2021

The Fastly outage in June 2021 showed how one inconspicuous coding error can cause worldwide chaos. A single Fastly customer making a legitimate configuration change, triggered a hidden bug that sent half of the internet offline, including web giants like Amazon and Reddit. Ultimately, this incident illustrates why organizations must test their software in production ...