New global benchmark study reveals sharp gaps in tools, talent, and integration
New York, June 24, 2025 – Despite knowing they need to modernize, small and medium-sized businesses (SMBs) are falling behind on IT maturity, leaving themselves exposed to rising cyber risks, inefficiencies, and productivity losses. 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 reveals that just 12% of SMBs have implemented a fully mature, proactive IT Service Management (ITSM) framework, even though more than half (56%) recognize it as a strategic opportunity to improve efficiency and drive business success. Nearly 40% of organizations still operate without well-defined or consistent ITSM processes, relying instead on basic ticketing systems, spreadsheets, or manual workarounds.
Based on responses from more than 1,000 SMB IT leaders and practitioners, the report offers insights into the operational realities shaping IT strategies for organizations worldwide. It highlights a growing urgency among SMBs to modernize fragmented systems, improve security, and leverage emerging technologies like AI to drive business value.
Pain Points Holding Back SMB IT
According to the report, 67% are still relying on manual work or spreadsheets to bridge ITSM and ITAM processes and just 39% report full integration between infrastructure monitoring and ITSM workflows. SMBs name talent shortages (40%), budget constraints (40%), and security and compliance pressures (37%) as the top obstacles preventing them from advancing IT operations.
AI Momentum is Building, But Still in the Discovery Phase
The report shows that AI adoption is growing but SMB teams face cost and expertise barriers:
- 71% of respondents say AI is rather or very important to ITSM success.
- Early adoption is focused on asset tracking and reporting (35%), automating repetitive tasks (34%), and IT trend analysis for better decision making (33%).
- Cost, data privacy and security, and a lack of expertise are the biggest obstacles in deploying Generative AI.
SMB Priorities Point Toward Modernization
Looking ahead, the top IT priorities for the next twelve months are:
- 41% plan to prioritize IT security improvements.
- 31% aim to automate IT workflows.
- 30% plan to introduce AI to improve efficiency.
However, delivering on these goals will require more than just new technology:
- 62% say they need training and education to improve ITSM practices.
- 56% want easy-to-use AI and automation capabilities.
- 48% want access to affordable tools and software.
“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.”
Andreas Bender, Senior VP Business Transformation and Innovation, OTRS Group, added: “As IT systems become more critical to business operations, SMBs risk falling behind larger competitors if they cannot modernize effectively. To make the shift from reactive to proactive ITSM, SMB leaders must empower their IT teams with clear priorities, consistent processes, the right technologies, and continuous training. Proactive ITSM isn’t just a technical change – it’s a leadership-driven transformation that starts with strategic commitment.”
About the Report
“The State of SMB IT 2025” 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 SMB 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
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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.