Survey Report: The State of ITSM in the COVID-19 Pandemic

The COVID-19 crisis hit the world hard in both social and business terms. From a business perspective, it required many changes – from the products and services offered (and the way that they’re produced, marketed, and sold) to how employees work. And, given the nature of modern business, most changes had an impact on IT operations, including the corporate IT support capability. This report examines responses from IT leaders to better understand how well IT departments coped during the COVID-19 crisis and which factors influenced success.