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ServiceDesk Plus ITSM State of ITSM in pandemic

The global pandemic has forced many businesses to move from traditional workspaces to makeshift remote-work environments around the world. This rapid migration is largely driven and sustained by the IT organizations, and they have been lauded for their efforts so far. However, this introduces the question:

Following this crisis, will IT be taken more seriously in terms of budget, salaries, and recognition of effort?

Similarly, the pandemic prompts many questions that require answers from people directly involved in the transition.

To understand the state of IT service management (ITSM) during the pandemic, ManageEngine conducted a survey among more than 500 IT admins and service desk staff around the world during three weeks in April and May of the COVID-19 lockdown. This report helps answer many questions including:

  • Is remote ITSM working for businesses?
  • What is the major challenge for business continuity?
  • Does self-service live up to its expectations?
  • How relevant are cloud services for the pandemic?

Has the ITSM landscape changed permanently due to the COVID-19 lockdown? Read the complete report, drafted by Stephen Mann, the Principal Analyst at, to learn how the experiences of your industry peers provided several surprising and unexpected findings.

Do IT teams around the world think that they are tackling the Covid-19 challenge successfully?

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