State of ITSM in the COVID-19 Pandemic report looks at business continuity success levels

Published: Thursday, 16 July 2020 09:17

ManageEngine has announced the results of a new survey, ‘The State of ITSM in the COVID-19 Pandemic’. The survey, conducted among more than 500 global IT professionals, highlights the ramifications and challenges the COVID-19 pandemic caused for IT service teams. The survey focused on five facets of ITSM – impact of employees working remote, financial and asset management implications, security and governance issues, third-party services and technology assistance, and business continuity success levels.

The business continuity related results included:

How well did your transition to the cloud pay off for your organization’s business continuity?

Of the organizations that had moved much of their IT to the cloud, two-thirds felt that this had helped them considerably during the COVID-19 crisis. However, the remaining third felt that it didn’t help as much as they’d expected.

Responses were:

It helped a lot 52.85%
It didn’t help as much as expected 25.97%
We did not move to the cloud, and that choice has cost us dearly 21.18%

Did your business continuity plan (BCP) and disaster recovery plan (DRP) help you in this pandemic?

Worryingly, 20 percent of organizations had no BCP or DRP in place to help with the handling of the crisis and the emergency actions required to maintain both business and IT operations. Given that another 20 percent of respondents didn’t answer this question, the lack of suitable plans could be even higher.

Of those that did have plans in place, the results were viewed as generally positive:

Yes, we had a good plans to fall back on 40.38%
Not completely, but they helped some 30.05%
No, our BCP and DRP did not help us 9.62%
We did not have BCP or DRP in places 19.95%

Obtain the report.