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."
The Latest
Government agencies are transforming to improve the digital experience for employees and citizens, allowing them to achieve key goals, including unleashing staff productivity, recruiting and retaining talent in the public sector, and delivering on the mission, according to the Global Digital Employee Experience (DEX) Survey from Riverbed ...
App sprawl has been a concern for technologists for some time, but it has never presented such a challenge as now. As organizations move to implement generative AI into their applications, it's only going to become more complex ... Observability is a necessary component for understanding the vast amounts of complex data within AI-infused applications, and it must be the centerpiece of an app- and data-centric strategy to truly manage app sprawl ...
Fundamentally, investments in digital transformation — often an amorphous budget category for enterprises — have not yielded their anticipated productivity and value ... In the wake of the tsunami of money thrown at digital transformation, most businesses don't actually know what technology they've acquired, or the extent of it, and how it's being used, which is directly tied to how people do their jobs. Now, AI transformation represents the biggest change management challenge organizations will face in the next one to two years ...
As businesses focus more and more on uncovering new ways to unlock the value of their data, generative AI (GenAI) is presenting some new opportunities to do so, particularly when it comes to data management and how organizations collect, process, analyze, and derive insights from their assets. In the near future, I expect to see six key ways in which GenAI will reshape our current data management landscape ...
The rise of AI is ushering in a new disrupt-or-die era. "Data-ready enterprises that connect and unify broad structured and unstructured data sets into an intelligent data infrastructure are best positioned to win in the age of AI ...
A majority (61%) of organizations are forced to evolve or rethink their data and analytics (D&A) operating model because of the impact of disruptive artificial intelligence (AI) technologies, according to a new Gartner survey ...
The power of AI, and the increasing importance of GenAI are changing the way people work, teams collaborate, and processes operate ... Gartner identified the top data and analytics (D&A) trends for 2024 that are driving the emergence of a wide range of challenges, including organizational and human issues ...
IT and the business are disconnected. Ask the business what IT does and you might hear "they implement infrastructure, write software, and migrate things to cloud," and for some that might be the extent of their knowledge of IT. Similarly, IT might know that the business "markets and sells and develops product," but they may not know what those functions entail beyond the unit they serve the most ...
Cloud spending continues to soar. Globally, cloud users spent a mind-boggling $563.6 billion last year on public cloud services, and there's no sign of a slowdown ... CloudZero's State of Cloud Cost Report 2024 found that organizations are still struggling to gain control over their cloud costs and that a lack of visibility is having a significant impact. Among the key findings of the report ...
The use of hybrid multicloud models is forecasted to double over the next one to three years as IT decision makers are facing new pressures to modernize IT infrastructures because of drivers like AI, security, and sustainability, according to the Enterprise Cloud Index (ECI) report from Nutanix ...
