ManageEngine, the enterprise IT division of Zoho surveyed over 500 IT professionals to understand the challenges faced by them during this transition to work from home. It found that while they feel essential for business continuity, they also feel underappreciated.
“The IT service desk has been at the frontline in the transition to work from home, from setting up laptops, installing virtual private networks and managing IT assets,” said Kumaravel Ramakrishnan, Product Manager, ManageEngine.
The surveyed professionals said that among their biggest challenges were training employees and knowledge management, along with securing data across distributed networks. Only 40 per cent of the organisations felt that their self-service capability worked effectively, with a large number of firms still not having this option. “There’s a need for knowledge management so that there are fewer level one tickets and issues can be troubleshooted,” he said.
About 2/3rds of the IT professionals said that their company’s cloud capabilities were essential to business continuity during this crisis. Over 37 per cent said that their BYOD (Bring your own device) policies held up well during this transition, while 20 per cent said they did not have a BYOD policy. Further, 85 per cent said they already had the right remote-support equipment or were able to get it quickly.
A third of the companies were already providing mobile-capable assets before the crisis. This could be a result of the industry vertical they operate in, said the report. After the challenges of early 2020, close to half of organizations will now look to provide more mobile-capable assets to employees. And only 21 per cent of organizations will not change their IT procurement policies to provide greater mobility and flexibility, it found.