ITSM teams still struggling to enable hybrid work

The rapid transition to a hybrid work environment is posing challenges for IT service management, according to a new report from ManageEngine, the enterprise IT management division of Zoho Corporation.

A survey of IT service employees found that on average three fifths of organisations’ workforces are now working in a hybrid mode. As a result, managing IT assets (46%) and communications and collaboration (41%) have emerged as the biggest challenges facing ITSM teams.

But the report did find that enterprises are better equipped to support remote work than they were at the beginning of the COVID-19 pandemic.

An additional 47% of organisations are now providing mobile assets to employees, and 52% of respondents think IT is now perceived and treated better by the organisation because of the pandemic.

Yet 40% of organisations still do not have a BYOD policy in place, and 34% still do not offer users self-help capabilities.

“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,” ManageEngine Evangelist Kumaravel Ramakrishnan said.

“Self-organising teams, high-velocity workflows and a digital-first approach to customer experience are the hallmarks of new-age, democratised IT. At ManageEngine, our focus is on helping customers embrace these changes and better support their users and businesses in hybrid workplaces.”

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