Looking ahead in IT service and support

New report shows that nearly three-quarters of ITSM professionals feel undervalued in 2019

Sarah Schlothauer
© Shutterstock / wowomnom

The world of IT service and support moves quickly and is prone to constant change. SysAid surveyed professionals with a career in the ITSM field and their findings show that IT professionals feel overworked and underappreciated. What does the rest of 2019 hold for the future of ITSM? What challenges are people facing at work?

SysAid surveyed IT service and support professionals and released the results in their new report “The Future of ITSM – Survey Results 2019“.

One of the report’s key findings states that ITSM workers feel underappreciated at their job. Is the glass entirely half empty? What does the landscape of IT service management and IT support currently look like and what do the professionals predict for the future? Let’s check up on the pulse of IT service and support professionals and see what they have to say.

Career versus wellbeing?

The results show that professionals do not feel valued enough. According to the survey: “only one-quarter of respondents feel that their efforts and value are sufficiently recognized by management versus 72% of respondents who ‘undervalued’ to some extent”. Compared to previous years’ responses, this number has reached an all-time high.

Furthermore, 84% of respondents feel that working in IT will only get harder over the next three years. Compared to previous years, this result moved up 2%.

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55% of respondents reported that working in IT adversely affects their personal wellbeing. 10% of respondents agreed that their career has done “considerable” damage to their personal life and health.

Recruitment and employee retention also comes with its difficulties. Three-quarters of respondents agreed that it is difficult to recruit for key IT roles. 59% said they found it difficult to fill some roles, while 16% said they face difficulty for all roles. (Which career roles? The survey does not specify.)

Of course, the survey notes that the recognition at work links to wellbeing. Respondents who felt that they were recognized and appreciated for their efforts in their career were more likely to have a higher wellbeing.

Artificial intelligence & chat bots

The potentially disruptive impact of artificial intelligence garnered some divisive responses.

9% of respondents said that they see artificial intelligence “considerably” reducing IT staff numbers between now and 2021. Nearly half (48%) said that yes, it would reduce staff, but “not dramatically”. 39% said no, it would not reduce staff.

Meanwhile, 9% of respondents reported that their organization is “already using bots in IT management use cases”.14% are currently experimenting with bots and 15% plan to use bots in the next year.

Best practices & DevOps

Compared to 2017 responses, less ITSM personnel use DevOps activities.

In 2017, 13% claimed their team was “fully involved” in DevOps activities. However, in 2019 only 6% reported full DevOps involvement. 38% of respondents said that there is “little/no involvement” and 27% said that DevOps activities are “partially involved, but it’s insufficient” (4% of respondents did not know what DevOps was).

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The report states that they did not expect these answers, calling the numbers “disappointing”.

SysAid asked about how VeriSM, ITIL 4, ISO 20000, and COBIT 2019 affects them. When it comes to adopting these new best practices, “27% of respondents will still use what they’ve always used and another 23% think the variety of possible best-practice sources is becoming confusing”. 7% answered that they had not heard of most of the best practices.

Overall, this report paints a picture of the 2019 ITSM landscape and its current challenges.

SysAid concludes the report by reminding professionals that: “Change is hard but please don’t make it even harder by failing to tap into publicly available help and advice.”

Sarah Schlothauer

Sarah Schlothauer

All Posts by Sarah Schlothauer

Sarah Schlothauer is the editor for She received her Bachelor's degree from Monmouth University, West Long Branch, New Jersey. She currently lives in Frankfurt, Germany with her husband and cat where she enjoys reading, writing, and medieval reenactment. She is also the editor for Conditio Humana, an online magazine about ethics, AI, and technology.

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