How Has The Pandemic Impacted ITSM?

2020 will be the year that will not be forgotten. The world changed beginning in March and now, more than a year later, some changes appear here to stay. When the pandemic first hit, previously centralized networks were suddenly decentralized. Organizations that may have had a few remote workers were suddenly primarily remote. It appears that both organizations and staff are seeing the benefits of remote work. If recent polls are any indication, employees are likely going to be drivers of any demand in this area.

IT departments were forced to quickly respond to these changes. Initially, it was an asset issue because everyone needed laptops but very quickly the management of those devices became an issue. Organizations were forced to quickly change delivery methods and develop device imaging standards and policies. Endpoint solutions are available from many ITSM vendors so while it came at a cost, a solution was readily available.

As the work environment continues to evolve, automation will be the next requirement. It is an obvious next step when you think about the main drivers that led IT to adopt ITSM solutions initially. Prior, organizations had siloed solutions for managing different aspects of ITSM; spreadsheets for a CMDB, freeware for tickets, email for problems, and email for changes as well. Bringing all these together under a single solution provided great benefits with both costs, time savings, and accuracy.

Integrating endpoint management and automation with your ITSM solution is key to efficiently managing the post-pandemic decentralized remote IT environment. Integration avoids the inevitable swivel chair to see what needs to be done HERE and then swivel THERE to do it. Those actions have higher costs, take more time, and are fraught with the potential for errors. Integration is the key to addressing those issues and moving IT organizations forward post-pandemic.

By Bobby McCullough | May 18th, 2021 | 0 Comments