GEC NEWS WIREManageEngine revealed the results of its IT Service Management Future Readiness survey. The survey, which was conducted in collaboration with ITSM.tools, consisted of ten questions that focused on the opportunities and challenges ITSM will see in the future. It was presented to ITSM professionals and garnered over 300 responses, yielding key findings in five distinct areas.
According to the survey, 82% percent of ITSM professionals believe that the IT roles of tomorrow will be more challenging — and the majority of the workforce currently feels undervalued by management. More than 60% of respondents feel that current global and local political scenarios — like Brexit, the recent U.S. election and Australian immigration policies — will adversely affect recruitment for IT roles. Cloud technology continues to enjoy positive feedback from ITSM professionals in spite of a major outage. AI isn’t seen as a major job disruptor yet, with only 16% of respondents saying it will affect IT jobs. Only 24% of ITSM professionals show confidence in the existing ITSM best practices, including ITIL, making a strong case for their revamp. With an incoming millennial workforce, 77% of ITSM professionals believe that IT teams will have to do more to manage the expectation gap between younger and older employees.
“Being aware of potential future challenges and opportunities helps ITSM professionals stay relevant and responsive to changing landscapes in IT and business, giving their organizations a competitive edge” said Rajesh Ganesan, Director of Product Management at ManageEngine.
“There are multiple root causes, including: nearly two-thirds of respondents think that the current local and global political climate is adversely affecting IT recruitment; only 24 percent of respondents think that existing ITSM best practices have kept up with the changing IT and business landscapes; and 77 percent of respondents think that there is still more to be done to meet the expectations of millennial employees. Ultimately, as an industry, we still need to invest more in getting modern IT support right” said Stephen Mann, Principal Analyst and Content Director at ITSM.tools.
