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ITSM Is Effective in Remote Work Environment

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."

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ITSM Is Effective in Remote Work Environment

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."

The Latest

For all the attention AI receives in corporate slide decks and strategic roadmaps, many businesses are struggling to translate that ambition into something that holds up at scale. At least, that's the picture that emerged from a recent Forrester study commissioned by Tines ...

From smart factories and autonomous vehicles to real-time analytics and intelligent building systems, the demand for instant, local data processing is exploding. To meet these needs, organizations are leaning into edge computing. The promise? Faster performance, reduced latency and less strain on centralized infrastructure. But there's a catch: Not every network is ready to support edge deployments ...

Every digital customer interaction, every cloud deployment, and every AI model depends on the same foundation: the ability to see, understand, and act on data in real time ... Recent data from Splunk confirms that 74% of the business leaders believe observability is essential to monitoring critical business processes, and 66% feel it's key to understanding user journeys. Because while the unknown is inevitable, observability makes it manageable. Let's explore why ...

Organizations that perform regular audits and assessments of AI system performance and compliance are over three times more likely to achieve high GenAI value than organizations that do not, according to a survey by Gartner ...

Kubernetes has become the backbone of cloud infrastructure, but it's also one of its biggest cost drivers. Recent research shows that 98% of senior IT leaders say Kubernetes now drives cloud spend, yet 91% still can't optimize it effectively. After years of adoption, most organizations have moved past discovery. They know container sprawl, idle resources and reactive scaling inflate costs. What they don't know is how to fix it ...

Artificial intelligence is no longer a future investment. It's already embedded in how we work — whether through copilots in productivity apps, real-time transcription tools in meetings, or machine learning models fueling analytics and personalization. But while enterprise adoption accelerates, there's one critical area many leaders have yet to examine: Can your network actually support AI at the speed your users expect? ...

The more technology businesses invest in, the more potential attack surfaces they have that can be exploited. Without the right continuity plans in place, the disruptions caused by these attacks can bring operations to a standstill and cause irreparable damage to an organization. It's essential to take the time now to ensure your business has the right tools, processes, and recovery initiatives in place to weather any type of IT disaster that comes up. Here are some effective strategies you can follow to achieve this ...

In today's fast-paced AI landscape, CIOs, IT leaders, and engineers are constantly challenged to manage increasingly complex and interconnected systems. The sheer scale and velocity of data generated by modern infrastructure can be overwhelming, making it difficult to maintain uptime, prevent outages, and create a seamless customer experience. This complexity is magnified by the industry's shift towards agentic AI ...

In MEAN TIME TO INSIGHT Episode 19, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA explains the cause of the AWS outage in October ... 

The explosion of generative AI and machine learning capabilities has fundamentally changed the conversation around cloud migration. It's no longer just about modernization or cost savings — it's about being able to compete in a market where AI is rapidly becoming table stakes. Companies that can't quickly spin up AI workloads, feed models with data at scale, or experiment with new capabilities are falling behind faster than ever before. But here's what I'm seeing: many organizations want to capitalize on AI, but they're stuck ...