Summary
This technical report presents the findings of an online survey conducted by Pollfish Inc. on behalf of OTRS Group, focusing on IT service management (ITSM) trends for 2024. The survey involved 600 employees in IT service management or IT support across various countries, including Germany, the USA, Brazil, Mexico, Singapore, Malaysia, and Hungary, conducted between April 4, 2024, and May 2, 2024. The report outlines the increasing interest in artificial intelligence (AI) and automation among ITSM teams, with a significant percentage planning to implement AI to enhance process efficiency. It details the perceived benefits of automation, such as improved efficiency, consistency, flexibility, and quality. Additionally, the report identifies key challenges faced by ITSM teams, including software limitations, staff shortages, and budget constraints. The findings indicate a notable trend towards prioritizing AI and automation in ITSM strategies for the upcoming year.
