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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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According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

Image
Cloudbrink's Personal SASE services provide last-mile acceleration and reduction in latency

In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

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From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...