The State of ITSM in the COVID-19 Pandemic

The COVID-19 crisis hit the world hard in both social and business terms. From a business perspective, it required many changes – from the products and services offered (and the way that they’re produced, marketed, and sold) to how employees work. And, given the nature of modern business, most changes had an impact on IT operations, including the corporate IT support capability.

To understand how well IT departments coped during the early days of the COVID-19 crisis and which factors influenced success, ManageEngine surveyed 519 IT professionals across a range of topics. The results are contained within this report. ManageEngine would like to acknowledge the contribution of Stephen Mann, Principal Analyst at itsm.tools in drafting this survey report.