IT Service Management Challenges in Condition of Pandemic and Post-Pandemic Environment

Abstract

Private and public businesses are experiencing massive challenges to adapt to changes caused by the 2020 covid-19 pandemic. This is impacting any business worldwide even in the cases with increasing revenue. This study describes how a company's IT is being changed from a viewpoint of pre-sales engineer, describing common patterns highlighted. The operations of IT departments are affected by the pandemic due to the reason that the main commercial activities of the companies are changed significantly. That triggers a long list of actions that needs to be considered. The most often challenges that companies reported are: remote work due to lockdown, not working or not existing Business Continuity Planning (BCP), Decreased or frozen IT budgets, priorities changes in the roadmap of IT projects, Projects freeze, Accelerated digitalization, IT budgets change.