Accelerate, Shift Left, Automate – how the pandemic has shaped IT support

Sunrise Software’s latest research and analysis has revealed businesses and organisations plan to ‘accelerate, shift left and automate’ when it comes to post-pandemic IT support.

A survey carried out by the company and available in a webinar report on its website found:

  • 46% of all respondents will continue to move forward at the same pace as during COVID-19 and be more agile as a direct result of COVID-19
  • 47% of all respondents will be focussing on shift left and enabling the self-sufficient end user as a direct result of COVID-19
  • 32% of all respondents will be incorporating more process automation as a direct result of COVID-19

“Interpreting the survey findings, we see COVID-19 as a positive driver of change; one could also allude to COVID-19 as an enabler here,” Sunrise Software said.

“We don’t know, however, if the volume of responses would have differed if COVID-19 had not happened. We can certainly see through the qualitative practitioner feedback that for many, COVID-19 has brought positive change and can suggest that without COVID-19, some of that may not have happened, or at the very least, the time to realise the same positive change would have been seen over a longer term.”

A comparison of respondents’ sectors revealed differences in priorities. While all sectors prioritised being more agile and moving forward at the same pace seen as a result of COVID-19, the private sector prioritised process automation more highly than the public sector or third.

The public sector and third prioritised shift left more highly than the private sector.

Read more here.