IDG study: With Corona, ITSM - IT service management is becoming a central topic for companies. Around half increases budgets for ITSM and ESM. The corona pandemic has not only had a lasting impact on people's everyday lives around the world, but is also causing massive cuts in the world of work: In the past year, numerous companies switched to home or mobile offices, with corresponding challenges for IT operations.
How this situation has influenced the topic of ITSM, but also Enterprise Service Management (ESM), is the subject of the "Study IT Service Management 2021". The market research company IDG questioned IT decision-makers and IT specialists in 531 qualified interviews. Ivanti accompanied the study as a gold partner.
IT Service Management - 1st place among the strategic priorities
Numerous companies quickly implemented digitization projects in the wake of the corona pandemic. In addition, the IT teams had already faced great challenges in the face of the constantly growing number of IT devices. The pandemic made this situation even worse - and highlighted the relevance of ITSM for a functioning operation. As a result of these developments, for 41 percent of those surveyed, ITSM will become the strategically most important topic that IT departments will be grappling with over the next two years. In the previous year this value was only 33 percent. Similar to ITSM, the current situation also affects Enterprise Service Management ESM. An upward trend is noticeable here: 14 percent of companies describe it as an important strategic issue.
After ITSM, cybersecurity is the second most important strategy topic with 37 percent (previous year: 27 percent and 4th place). At this point, too, the influence of the Corona crisis and the changed work situation can be felt.
Ivanti study: These are the most important strategic IT topics for the next 12 to 24 months (Image: Ivanti).
"The right course has now been set: ITSM and ESM are gaining in importance, fueled by the crisis," explains Andreas Schmid, Sales Engineering Manager - EMEA Central & Eastern Europe at Ivanti. “With the merger of PulsSecure, MobileIron and Cherwell, we are consolidating our position in the market. With us you can rely on a sustainable IT strategy in the growth areas of ITSM, ESM, UEM and security. "
ITSM and ESM on the rise
On the investment side, the corona pandemic has also left its mark on companies: during this time, around half of the companies increased both their ITSM budget (51 percent) and the ESM budget (48 percent), in some cases significantly.
This information is particularly noteworthy for the ESM area, because the possibility of applying standardized, automated IT services to other business processes is also well received by management levels. 87 percent of the companies surveyed are of the opinion that ITSM principles can generally be transferred to other business processes, with almost 40 percent of the C-level decision-makers being of the opinion that this is definitely possible. Together with the growing budgets, the course seems to have been set for a sustainable anchoring of ESM tools in companies. The most important areas for ITSM investments remain ITIL (IT Infrastructure Library) and Cloud Service Management with 28 percent each. The study “IT Service Management 2021” is available online free of charge.
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About Ivanti The strength of unified IT. Ivanti connects IT with security operations in the company in order to better control and secure the digital workplace. We identify IT assets on PCs, mobile devices, virtualized infrastructures or in the data center - regardless of whether they are hidden on-premise or in the cloud. Ivanti improves the provision of IT services and reduces risks in the company on the basis of specialist knowledge and automated processes. By using modern technologies in the warehouse and across the entire supply chain, Ivanti helps companies improve their ability to deliver - without changing the backend systems.