IT service management is becoming a more challenging profession – but the current ‘best practice’ frameworks such as ITIL are woefully unsuitable for today’s and tomorrow’s business IT challenges.

That’s the headline finding of a joint survey conducted by ManageEngine and

82% of the 300 IT professionals questioned said that the growing complexity and importance of IT services are making the profession harder.  Yet just 24% believe that frameworks such as ITIL are suitable for helping meet these challenges. 

Adding to the challenge is the fact that the majority of ITSM professionals feel undervalued by the organisation while global events such as Brexit and US political unstably will have a negative impact on the recruitment of IT staff.  IT staff also feel that the younger generation are unrealistic about what technology can achieve, with 77% admitting they need to work hard to close the expectation gap between younger and older employees.

On a positive note, just 16% of respondents are concerned that AI will be a threat to jobs, supporting the idea that delivering IT services is becoming more complex and less about processing support queries.  This means that the majority of workers understand the logic of automating routine IT requests via self-service and AI because it allows them to focus on building relationships and delivering technology that supports business growth.

For more findings and analysis, check out the ITSM survey results page.

Author Bio:
James West

James West

Editor, SITS Insight

If you have service desk news to share or would like to become a SITS Insight blogger, please get in touch with James

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