IT Service Management Trends 2021

Cupertino, January 13, 2021 – The past year has turned the world upside down, leading to inevitable changes in many areas, including IT Service Management.

OTRS Group presents the four most important developments

Cupertino, January 13, 2021 – The past year has turned the world upside down, leading to inevitable changes in many areas, including IT Service Management.

OTRS AG has compiled four trends that IT service management professionals should respond to.

1. Digital workflows will replace manual processes in many departments

Remote work caused by the pandemic has revealed many weaknesses of manual processes, for example in human resources or finance. As a result of the increasing need for automation, functions of an ITSM system will also be used to a greater extent in other areas of a company. This so-called “enterprise service management” approach will further drive  digital transformation; however, transformation is not just about technology, but also about people and their needs, which must also be addressed.

2. IT service desk has a responsibility to keep employee productivity high

The importance of employee satisfaction and experience in IT support has steadily increased over the past five years. Regular evaluations through surveys reveal how satisfied employees have been with IT support. This means companies are being forced to optimize IT service desk operations and outcomes. Employees are now more reliant on the availability of workplace technology than ever before, so the IT service desk has a huge responsibility when it comes to keeping employee productivity high.

3. IT support goes mobile

In the future, more and more people are expected to work from home, even after the pandemic. A law entitling German employees to work from home is in the planning stage. At home, employees usually do not have IT support on site. So when technical problems occur, a loss of productivity can quickly result. This is why it is so important for companies to find a suitable remote help desk solution. OTRS Group has created a step-by-step plan for this.

4. The importance of the IT service desk must be demonstrated

For a long time, it was difficult for IT departments, especially IT service desks, to demonstrate their importance and added value to the outside world. Yet the teams often do much more than simply fix a problem. They should, therefore, communicate their added value, such as in the following examples:

  • With their support, employees and customers remain highly productive.
  • Process flows in a company remain effective.
  • The negative impact of technology-related problems on business processes is kept to a minimum.

“As the trends show, we are even more dependent on the IT help desk due to the changes in the way we work,” says Christopher Kuhn, COO of OTRS Group. “They are heavily responsible for employee productivity and satisfaction. Therefore, companies should spare no expense or effort when investing in the IT help desk.”



About OTRS Group

OTRS Group is the manufacturer and the world’s largest provider of the service management suite OTRS, awarded with the SERVIEW CERTIFIED TOOL seal of approval.

It offers flexible solutions for process and communication management to companies of all sizes, saving them time and money. Among its customers are Lufthansa, Airbus, IBM, Porsche, BSI (Federal Office for Security in Information Technology), Max Planck Institute, Toyota and Hapag Lloyd. OTRS is available in 40 languages. The company consists of OTRS AG and its six subsidiaries OTRS Inc. (USA), OTRS S.A. de C.V. (Mexico), OTRS Asia Pte. Ltd. (Singapore), OTRS Asia Ltd. (Hong Kong), 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

Press Contact OTRS:
Address OTRS AG
Zimmermühlenweg 11
61440 Oberursel
Name Christina Meyer
Phone +49 6172 681988-0

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