State of the IT Work World 2022
Disruptions are basically part of daily business for IT teams. But over the past two to three years, they have faced unprecedented demands – from a global pandemic and the shift to hybrid working to ubiquitous cybersecurity concerns and the threat of a global economic recession. Small and medium-sized enterprises were particularly hard hit, as they often had to manage without large internal IT resources.
In the "State of Worklife 2022" study, GoTo and Frost & Sullivan examined, among other things, how SMEs responded to the growing IT challenges. Even though the focus has long since shifted to other topics, the major upheaval has permanently shaped almost all companies: the transition to a more flexible working life. The authors believe that the lessons from this change can help master the challenges ahead, so that companies not only survive but also succeed.
The pressure already on IT departments was even greater in smaller companies during the crisis, as internal IT resources are typically even more limited than in larger companies. As a result, it was most difficult for SMEs to manage and provide the technology required for flexible and location-independent work.
Some IT-Related Findings from the Study:
Increasing Workload for Internal IT Departments
The main reasons were:
- Additional challenges related to remote/hybrid work
- More tasks to perform
- More pressure
- Increased turnover in IT teams
- More cybersecurity threats
- Underperforming software / wrong digital tools
- Budget constraints
- Lack of process automation
While IT budgets also increased, this led to greater scrutiny and accountability. The role of IT became more complex and business-critical. Executive involvement in the IT procurement process increased by 75%. For 43% of respondents, the impact of hybrid and remote work models has made IT work more difficult overall.
IT Helpdesk Has Direct Impact on Productivity
According to the study, a digital workspace must be created. In this context, it is of the highest priority that employees can communicate clearly and easily with each other, have access to the necessary resources, and receive the necessary support. The workforce uses tools that have a direct impact on their productivity.
These include:
- IT helpdesk systems: 57% of respondents use helpdesk systems on average three to four times per week. These have a 20% impact on productivity.
- Password management solution: 36% of study participants use password management solutions on average three to four times per week. These tools still influence productivity by 5%.
Support for a Productive Distributed Workforce
The productivity and efficiency of remote employees depend on whether they are supported to the same standards as their colleagues in the office. This will be a crucial area for companies in the future. In addition to security aspects, IT operational incidents also play a role – for example, when the connection is interrupted, accounts are locked, or passwords are forgotten. A smoothly functioning helpdesk system can minimize the time employees have to spend frustrated and offline – no matter where they are.
An important building block is the self-service concept. You should give employees the opportunity to help themselves with "standard" problems. This includes especially resetting passwords or unlocking user accounts. These account for a considerable number of service requests that helpdesk staff have to deal with. They impair productivity and increase helpdesk costs.
With the FLOWSTER Password Reset Portal, this is a thing of the past.
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