ManageEngine surveyed 437 IT professionals to understand how well organizations have coped over the now two-year-long pandemic, the impact on operations, and which factors have influenced success across a range of topics. This survey is a follow up to our 2020 survey titled “The state of ITSM in the COVID-19 pandemic.”

This survey, titled “The state of ITSM two years into the pandemic,” focused on seven key areas that relate to ITSM: work locations, the impact of employees working remotely, financial and asset management implications, the business view of IT, security and governance issues, third-party services and technology assistance, and business continuity success levels. The survey yielded key insights that can help organizations and teams continue to work efficiently and securely despite a distributed workforce.

Key findings from the report

Employees are better equipped: Compared to the beginning of the pandemic, an additional 47% of organizations are now providing mobile assets to employees.

IT teams see their value rise: Fifty-two percent of respondents think IT is now viewed and treated better because of the pandemic, and another 14% think IT has always been highly regarded.

BYOD policies are still absent: Two years after workplaces were totally disrupted, 40% of organizations still do not have a BYOD policy.

User experience falls short: Thirty-four percent of organizations still do not offer users self-help capabilities, and 52% do not have chatbots.

Read the full survey report here.