New global benchmark study finds that Malaysia’s SMBs are aligned with global peers in ITSM maturity but still face clear gaps in integration, resources, and talent
Singapore, 25 June 2025 – Small and midsize businesses (SMBs) in Malaysia are largely aligned with their global peers when it comes to IT Service Management (ITSM) maturity. However, significant challenges remain in tool integration, automation, and workforce capacity. This is according to a new global benchmark study, “The State of SMB IT for 2026”, released today by EasyVista and OTRS Group.
The report shows that 13% of Malaysia’s SMBs have implemented a fully mature, proactive ITSM framework, closely matching the global average of 12%. Even though 62% of Malaysian SMBs recognize ITSM as a strategic opportunity to improve efficiency and drive business success, over a third (35%) still rely on basic ticketing systems, spreadsheets, or manual workarounds. The report is based on a survey among more than 1,000 executives and IT professionals in eleven countries.
Integration Gaps and Manual Processes Hold Back SMB IT
53% of Malaysian organizations report using dedicated ITSM software – more than the global average of 45%, suggesting strong awareness of ITSM’s value in the region. In terms of IT Asset Management (ITAM), half of Malaysian SMBs report using dedicated software solutions (vs. 38% globally).
Yet despite this structural maturity, integration remains a consistent stumbling block. 66% are still relying on manual work or spreadsheets to bridge ITSM and ITAM processes (in line with 67% globally), and just 38% report full integration between infrastructure monitoring and their ITSM or ticketing system (also in line with 39% globally).
Talent Shortages and Budget Constraints Top the List of Operational Hurdles
Besides tool integration (36%), survey respondents in Malaysia highlight particularly acute pressure around budget and talent as the top obstacles preventing them from advancing IT operations. 49% cite budget constraints as a key barrier to IT effectiveness, closely followed by 48% who identify shortages of skilled IT personnel as one of their top three challenges (vs. 40% each globally).
“The survey results from Malaysia reflect a broader trend in Southeast Asia: SMBs are recognizing the importance of modern ITSM frameworks in supporting business agility, resilience and service quality,” said Daphne Sim, Country Manager Singapore at OTRS Group. “However, to fully unlock ITIL potential, organizations will need to overcome persistent challenges around integration, manpower skills, and cost management. With the right support and by taking advantage of a unified platform, companies can turn these challenges into opportunities.”
AI Momentum is Building, But Still in the Discovery Phase
The vast majority of Malaysian SMBs (94%) are already applying AI in some form to improve ITSM and ITAM processes. However, their use of the technology remains highly targeted, adopting a cautious and pragmatic approach instead of overhauling their entire operations:
- 70% say AI is rather or very important to ITSM success.
- Early adoption is focused on continuously improving processes (40%), analyzing customer sentiment (39%), asset tracking and reporting improvements (37%), and trend analysis for better decision-making (36%).
- Cost (20%), data privacy and security concerns (19%), and a lack of expertise (19%) are the biggest obstacles in deploying Generative AI.
SMB IT Priorities Point Toward Modernization
Looking ahead to the next twelve months, the top IT priorities for Malaysian SMBs are:
- improving IT security (40%),
- introducing AI to improve efficiency (33%), and
- training employees (29%).
However, delivering on these goals will require more than just new technology:
- 62% say they need training and education to improve ITSM practices.
- 56% each want easy-to-use AI and automation capabilities, and access to affordable tools and software.
- 54% seek templates or frameworks for ITSM processes.
Proactive ITSM Through Leadership, Training and Technology
“SMBs clearly understand that ITSM and ITAM aren’t just back-office functions anymore, they are critical to how the business runs,” said Keith Andes, Head of Product Marketing at EasyVista. “But our data confirms that too many teams are still stuck with fragmented, outdated systems that slow them down and open up risks. What they need are affordable solutions that are easy to integrate, and built with automation and AI at the core. That’s how IT can ‘do more with less’ while helping the business grow.”
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About the Report
“The State of SMB IT for 2026” is based on an online survey conducted between March 14 and April 4, 2025 on behalf of EasyVista and OTRS Group. The survey gathered responses from 1,051 leaders and IT professionals working at organizations with 51 to 1,000 employees in Brazil, France, Germany, Hungary, Italy, Malaysia, Mexico, Portugal, Spain, the United Kingdom and the United States of America.
The full report is available for download here: The State of SMB IT for 2026
About OTRS Group
OTRS Group is the manufacturer and the world’s largest provider of the enterprise service management suite OTRS. Now part of EasyVista, OTRS Group offers companies industry-independent software solutions for structured communication in customer service, IT service management and security management. In addition to the core product OTRS, the security solution STORM ensures efficient cybersecurity incident management and transparent documentation in accordance with standards such as ISO 27001.
Among its customers are Lufthansa, Porsche, BSI (Federal Office for Security in Information Technology), Helios Kliniken, Haribo, Bosch, and TUI Cruises. The company consists of OTRS AG and its five subsidiaries OTRS Inc. (USA), OTRS S.A. de C.V. (Mexico), OTRS Asia Pte. Ltd. (Singapore), OTRS do Brasil Soluções Ltda. (Brazil) and OTRS Magyarország Kft. (Hungary). OTRS AG is listed on the basic board of the Frankfurt Stock Exchange.
For more information, see www.otrs.com.
About EasyVista
EasyVista is a global technology company dedicated to empowering IT. With a long-standing commitment to innovation, security, and customer success, we help organizations transform data governance into a competitive advantage and navigate the AI revolution with confidence and agility. Our purpose-built platform delivers seamless automation, robust service management, and global scalability, enabling IT teams to standardize, secure, and optimize operations at scale. Trusted by leading organizations worldwide, EasyVista supports businesses in every industry in developing tailored solutions that enable them to thrive.