PLEASANTON, Calif. - August 17, 2017 - ManageEngine , the real-time IT management company and creators of ServiceDesk Plus , the IT service desk software used by more than 100,000 organizations worldwide, today announced the results of its IT Service Management Future Readiness survey.
The survey, which was conducted in collaboration with ITSM.tools , consisted of ten questions that focused on the opportunities and challenges ITSM will see in the future. It was presented to ITSM professionals and garnered over 300 responses, yielding key findings in five distinct areas.
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Interestingly, while a majority of ITSM professionals (57 percent) feel that their IT teams deliver equal or better service than consumer-facing companies, 77 percent also believe that they need to do better to match the expectations of the incoming workforce of millennials. The timing of this survey -almost coinciding with the widespread outage of a cloud service provider in February 2017 - also brings to the surface a strong affinity for cloud technology. Even with this incident, only 8 percent of respondents had a negative opinion about cloud. Also revealed in the survey, only 16 percent of respondents said that they view the development of AI as a threat to IT jobs, contradicting what?s seen as a popular notion.
While only 5 percent of respondents feel that ITIL and other published ITSM practices are irrelevant, roughly 66 percent believe ITIL and other ITSM best practices have failed to keep up with the changing ITSM landscape. These findings reinforce the need for ITIL to reinvent itself to keep pace with the changing trends in IT.
"The ITSM industry is continually evolving in response to its micro and macro influencers, like technology, people, practices and government regulations," said Rajesh Ganesan, director of product management at ManageEngine. "Being aware of potential future challenges and opportunities helps ITSM professionals stay relevant and responsive to changing landscapes in IT and business, giving their organizations a competitive edge."
"It?s interesting - and worrying - that 82 percent of survey respondents believe that working in IT will get harder over the next three years," said Stephen Mann, principal analyst and content director at ITSM.tools. "There are multiple root causes, including: nearly two-thirds of respondents think that the current local and global political climate is adversely affecting IT recruitment; only 24 percent of respondents think that existing ITSM best practices have kept up with the changing IT and business landscapes; and 77 percent of respondents think that there is still more to be done to meet the expectations of millennial employees. Ultimately, as an industry, we still need to invest more in getting modern IT support right."
The IT Service Management Future Readiness survey by ManageEngine and ITSM.tools is available for download at https://www.manageengine.com/products/service-desk/itsm-future-survey-report.html .
ServiceDesk Plus, ManageEngine?s flagship product, is ITIL-ready help desk software used by ITSM professionals worldwide. With industry-certified best practice ITSM functionality, easy-to-use capability and native mobile apps, ServiceDesk Plus helps IT support teams deliver world-class service to end users on the go with reduced costs and complexity. Leveraging the latest technology and available in both cloud and on-premises versions, it comes in three editions and is available in 29 different languages. Over 100,000 organizations across 185 countries trust ServiceDesk Plus to optimize IT service desk performance and be future ready with their IT service management operations. For more information about ServiceDesk Plus, please visit www.manageengine.com/service-desk .
ManageEngine is bringing IT together for IT teams that need to deliver real-time services and support. Worldwide, established and emerging enterprises -including more than 60 percent of the Fortune 500 - rely on our real-time IT management tools to ensure tight business-IT alignment and optimal performance of their IT infrastructure, including networks, servers, applications, desktops and more. ManageEngine is a division of Zoho Corporation with offices worldwide, including the United States, India, Singapore, Japan and China. For more information, please visit buzz.manageengine.com/; follow the company blog at blogs.manageengine.com/ , on Facebook at www.facebook.com/ManageEngine and on Twitter @ManageEngine .