COVID Reshaping IT Support – Survey Observations & Lessons

Was COVID the tipping point towards digital transformation?

To download the findings report from the research discussed in this webinar, CLICK HERE.

Brand new research carried out by SDI and sponsored by Sunrise Software highlights how resilient IT service teams managed often partially tested business continuity processes yet adapted swiftly to support changes in working during the pandemic. Was COVID the tipping point towards digital transformation? Over half of all respondents successfully implemented a collaboration platform to support the shift to remote working and improved their business’s perception of their IT support services. Is COVID-driven change here to stay?

Here we discuss how IT service during COVID will continue reshaping support strategy; the outlook indicates strategies for shift left, becoming more agile and automating more to enable self-sufficient users. However it is imperative also to consider how our ITSM tools stacked up alongside those shifts in service and support lessons learned from the pandemic, in preparation for future crises.

This webinar showcased the SDI & Sunrise’s research into IT service’s response to COVID-19. David Wright of SDI explains what the data tells us about IT service today and how it must shape our strategy to future-proof IT support across the organisation. David Bullivant from Sunrise discusses recent experiences of change and considerations for tool selection, and shows how ITSM technology supports IT service’s evolving strategy.


David Wright, Chief Value and Innovation Officer, SDI
David Bullivant, Business Software Consultant, Sunrise Software

Watch the webinar recording:

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