“The State of ITSM in the COVID-19 Pandemic” survey report
Hi there!
We hope you’re safe and healthy.
The pandemic triggered the workforce’s rapid migration from offices to home-based work environments. This effort was largely driven by IT teams like yours. Your team has likely tackled various challenges and overcome gaps to establish a productive remote work environment.
To better understand the implications of the pandemic on ITSM, we decided to gather insights via a survey, ultimately receiving responses from over 500 IT professionals around the world. We conducted this survey during April and May, targeting five aspects of ITSM:
- The impact of employees working remotely
- The financial and asset management implications of the pandemic
- Security and governance issues
- Third-party services and technology assistance
- Business continuity success levels
The survey revealed key insights into the current state of ITSM during the COVID-19 pandemic—insights like:
"A robust BYOD policy is a key factor for a successful remote work environment."
We hope these insights help you and your team close the gaps in your IT service delivery during these times. The survey’s findings can also serve as a benchmark for comparing your service desk’s performance with other service desk teams out there.
Please feel free to share the report with your colleagues in the industry as well.
That’s it for now.
Take care,
The ServiceDesk Plus team