IT Service Management Challenges in Public Sector

This report presents findings from an eRepublic market study involving 100 participants who provided feedback on IT Service Delivery in the public sector. The study reveals that a majority of state and local governments are struggling with limited resources and low maturity of their IT service desks, with only 7% rating their service desks as very mature. Key challenges include high ticket volume and inadequate resources to manage them effectively. The report outlines strategies to address these challenges through the implementation of no-code IT Service Management (ITSM) solutions that enhance self-service capabilities and streamline workflows. Additionally, it discusses the role of Knowledge-Centered Service (KCS) in improving self-service adoption and reducing reliance on IT staff for common issues. The report emphasizes the necessity of integrating automation and workflows to optimize service delivery and improve operational efficiency in public sector IT departments.