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Impact of the Pandemic on ITSM Teams

Organizations are grappling with a new set of problems that were not previously deemed the top priorities, according to The State of ITSM Two Years Into the COVID-19 Pandemic, a new survey conducted by ManageEngine.


The survey found:

■ With three-fifths of the workforce now working in a hybrid mode, managing IT assets (46%) and communication and collaboration (41%) have emerged as the biggest challenges.

■ Both jumped to the top spots, registering a positive difference of 11% and 7%, respectively, when compared to the 2020 figures.

■ The most significant shift in reported challenges was a drop from 36% to 22% for securing company and client data in a distributed network. This change is likely the result of the proactive efforts of IT teams to ensure remote working risks were minimized.

"The survey clearly reveals that traditional IT needs to transform itself in the post-pandemic world to cater to the new realities in the workplace," said Kumaravel Ramakrishnan, Evangelist at ManageEngine. "Self-organizing teams, high-velocity workflows and a digital-first approach to customer experience are the hallmarks of new age, democratized IT."

Other key findings from the report include:

Employees are better equipped: Compared to the beginning of the pandemic, an additional 47% of organizations are now providing mobile assets to employees.

IT teams see their value rise: 52% of respondents think IT is now viewed and treated better because of the pandemic, and another 14% think IT has always been highly regarded.

BYOD policies are still absent: Two years after workplaces were totally disrupted, 40% of organizations still do not have a BYOD policy.

User experience falls short: 34% of organizations still do not offer users self-help capabilities, and 52% do not have chatbots.

"Organizations worldwide learned invaluable lessons from the pandemic, including what’s most important to them and their end users, the importance of IT to business operations and the changes needed to meet the needs of a hybrid workforce," Ramakrishnan added. "ITSM teams played a critical role in ensuring that business operations continued during the pandemic, from overseeing BYOD policies and the provision of mobile assets to implementing self-service features and chatbots, investing more in business continuity planning and offering IT service delivery and support."

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Impact of the Pandemic on ITSM Teams

Organizations are grappling with a new set of problems that were not previously deemed the top priorities, according to The State of ITSM Two Years Into the COVID-19 Pandemic, a new survey conducted by ManageEngine.


The survey found:

■ With three-fifths of the workforce now working in a hybrid mode, managing IT assets (46%) and communication and collaboration (41%) have emerged as the biggest challenges.

■ Both jumped to the top spots, registering a positive difference of 11% and 7%, respectively, when compared to the 2020 figures.

■ The most significant shift in reported challenges was a drop from 36% to 22% for securing company and client data in a distributed network. This change is likely the result of the proactive efforts of IT teams to ensure remote working risks were minimized.

"The survey clearly reveals that traditional IT needs to transform itself in the post-pandemic world to cater to the new realities in the workplace," said Kumaravel Ramakrishnan, Evangelist at ManageEngine. "Self-organizing teams, high-velocity workflows and a digital-first approach to customer experience are the hallmarks of new age, democratized IT."

Other key findings from the report include:

Employees are better equipped: Compared to the beginning of the pandemic, an additional 47% of organizations are now providing mobile assets to employees.

IT teams see their value rise: 52% of respondents think IT is now viewed and treated better because of the pandemic, and another 14% think IT has always been highly regarded.

BYOD policies are still absent: Two years after workplaces were totally disrupted, 40% of organizations still do not have a BYOD policy.

User experience falls short: 34% of organizations still do not offer users self-help capabilities, and 52% do not have chatbots.

"Organizations worldwide learned invaluable lessons from the pandemic, including what’s most important to them and their end users, the importance of IT to business operations and the changes needed to meet the needs of a hybrid workforce," Ramakrishnan added. "ITSM teams played a critical role in ensuring that business operations continued during the pandemic, from overseeing BYOD policies and the provision of mobile assets to implementing self-service features and chatbots, investing more in business continuity planning and offering IT service delivery and support."

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As businesses increasingly rely on high-performance applications to deliver seamless user experiences, the demand for fast, reliable, and scalable data storage systems has never been greater. Redis — an open-source, in-memory data structure store — has emerged as a popular choice for use cases ranging from caching to real-time analytics. But with great performance comes the need for vigilant monitoring ...

Kubernetes was not initially designed with AI's vast resource variability in mind, and the rapid rise of AI has exposed Kubernetes limitations, particularly when it comes to cost and resource efficiency. Indeed, AI workloads differ from traditional applications in that they require a staggering amount and variety of compute resources, and their consumption is far less consistent than traditional workloads ... Considering the speed of AI innovation, teams cannot afford to be bogged down by these constant infrastructure concerns. A solution is needed ...

AI is the catalyst for significant investment in data teams as enterprises require higher-quality data to power their AI applications, according to the State of Analytics Engineering Report from dbt Labs ...

Misaligned architecture can lead to business consequences, with 93% of respondents reporting negative outcomes such as service disruptions, high operational costs and security challenges ...

A Gartner analyst recently suggested that GenAI tools could create 25% time savings for network operational teams. Where might these time savings come from? How are GenAI tools helping NetOps teams today, and what other tasks might they take on in the future as models continue improving? In general, these savings come from automating or streamlining manual NetOps tasks ...

IT and line-of-business teams are increasingly aligned in their efforts to close the data gap and drive greater collaboration to alleviate IT bottlenecks and offload growing demands on IT teams, according to The 2025 Automation Benchmark Report: Insights from IT Leaders on Enterprise Automation & the Future of AI-Driven Businesses from Jitterbit ...

A large majority (86%) of data management and AI decision makers cite protecting data privacy as a top concern, with 76% of respondents citing ROI on data privacy and AI initiatives across their organization, according to a new Harris Poll from Collibra ...

According to Gartner, Inc. the following six trends will shape the future of cloud over the next four years, ultimately resulting in new ways of working that are digital in nature and transformative in impact ...

2020 was the equivalent of a wedding with a top-shelf open bar. As businesses scrambled to adjust to remote work, digital transformation accelerated at breakneck speed. New software categories emerged overnight. Tech stacks ballooned with all sorts of SaaS apps solving ALL the problems — often with little oversight or long-term integration planning, and yes frequently a lot of duplicated functionality ... But now the music's faded. The lights are on. Everyone from the CIO to the CFO is checking the bill. Welcome to the Great SaaS Hangover ...

Regardless of OpenShift being a scalable and flexible software, it can be a pain to monitor since complete visibility into the underlying operations is not guaranteed ... To effectively monitor an OpenShift environment, IT administrators should focus on these five key elements and their associated metrics ...