Ivanti announced findings of
a new study which shows that nearly half (45%) of IT professionals reported
doing a run-through of supporting remote workers prior to the COVID-19
pandemic. 41% of other non-IT departments also reported doing a remote work
run-through.
For many organizations, this preparation has paid off. 61%
of IT professionals feel they are consistently providing the same level of
service working remotely and 47% said their quality of user experience has not
suffered because of remote work.
These are among the findings of the Ivanti study which also
assessed the value of Enterprise Service Management (ESM) tools during the
recent influx of remote workers. ESM, which extends the use of IT service
management (ITSM) processes to also address business-centric use cases in
departments including HR, facilities and customer service, is proving to help
organizations remain productive during this time of dramatic business change.
The new study found that 65% of IT professionals say efficiency is ESM's top
benefit.
The cross departmental support of ESM contributes to its
benefits. Nearly half (48%) of the survey respondents said ESM workflows
crossed two departmental processes 25% of the time. In fact, when it comes to
the number of non-IT services, workflows or requests IT helps with per quarter,
respondents replied:
- 31% -
said 1-2 non-IT services, workflows or requests
- 30% -
said 3-5
- 17% -
said 6-10
This has resulted in business departments also seeing ESM's
value, with 64% finding efficiency to be the top benefit, followed by
productivity (53%), improved experience (43%) and better alignment between
department and end user expectation (42%).
When asked which departments IT professionals collaborate
with the most on ESM initiatives, the survey found:
- 60%
- Customer Service
- 53%
- HR
- 40%
- Facilities
The adoption of ESM isn't new for most organizations.
According to the survey, 29% of IT professionals reported they have been
working on ESM initiatives for anywhere between three and five years, 34%
reported the process has taken one to two years, and 23% said less than a year.
Since implementing their ESM program or solution, IT has
realized valuable benefits, including:
- 55% -
process improvements
- 47% -
improved IT experience
- 44% -
streamlined operations
- 42% -
staff productivity
- 42% -
automated processes
- 41% -
reporting
"By hyper-automating processes and empowering users with
self-service technologies such as chat bots, ESM technology has risen to
support efficiency and user productivity demands in the face of our new
remote-working world," said Ian Aitchison, senior director of product
management, Ivanti. "By bridging cross-departmental workflows, ESM is not only
empowering IT to be more proactive and responsive, but also helping businesses
remain productive and resilient in the face of changing workplace dynamics."
The complete
survey findings of this new remote work survey can be found here: https://www.ivanti.com/lp/itsm/assets/s1/esm-survey-report