Press & Media

SysAid Survey Reveals a Strong Correlation Between Appreciation and Wellbeing in ITSM Organizations

SysAid’s ITSM Future-Readiness Survey explores the greatest opportunities and challenges facing the IT industry

BIRMINGHAM, England – March 25, 2019 - SysAid, a leading provider of IT service management (ITSM) solutions, today released the results of the ITSM Future-Readiness Survey at the Service Desk Institute (SDI) Conference in Birmingham, England. The survey, conducted in partnership with, asked questions about the current opportunities and challenges in ITSM. 339 ITSM professionals submitted responses, which revealed some important insights on the industry.

1. Employee appreciation, wellbeing, and recruiting are critical challenges in ITSM

  • There’s a correlation between appreciation and wellbeing. 55% of ITSM pros said that working in IT is adversely affecting their personal wellbeing. 75% of that cohort feels undervalued.
  • 84% of respondents think that working in IT will get harder over the next three years, yet 72% feel that their work is undervalued to some extent.
  • Three-quarters of respondents state that it’s currently difficult to recruit for key IT roles.

Don’t be too alarmed: A 2019 survey by the software developer TINYpulse finds that across industries, only 26% of employees feel highly valued. That’s on par with SysAid and’ findings. Recruiting is challenging in all industries, not just ITSM. A 2018 Monster Survey found that 67% of recruiters say their job is more difficult than it was five years ago. In other words, ITSM is average in terms of its HR issues.

2. AI is taking off, but not at the pace one might expect

  • 9% of respondents already use chatbots and other virtual agents, and another 29% are experimenting with them.
  • Just 9% of respondents view artificial intelligence (AI) as a serious job killer in ITSM, compared to 16% in 2017, suggesting that AI will help ITSM pros, not replace them.

Despite the hype, more organizations avoid chatbots than embrace them – at least for now. Fewer ITSM pros view AI as a threat, perhaps because they see AI (and automation in general) as a time saver that can handle repetitive tasks and help them prioritize more important incidents.

3. ITSM pros are confident in their work, especially if they feel valued

  • 25% of respondents think that their IT organization meets employee expectations better than consumer-world companies. 28% think they’re at a similar level, and 40% think that they lag behind.
  • There’s a correlation between IT staff receiving recognition and believing they meet or exceed service expectations.

Perhaps ITSM pros who feel valued at work are more likely to believe that they meet or exceed employee expectations. Or, maybe those who do meet expectations receive more praise and recognition. It’s hard to say which way causation flows.

“As a long-time partner to IT professionals, our team strives to make technologies that help IT admins accomplish more and automate lower-level ticket issues,” said CEO Sarah Lahav. “Our takeaway from the Future-Readiness survey is that greater investments in time-saving AI and automation can free IT professionals to focus more on the complex tasks that make them feel appreciated and motivated at work.”

The full survey results are available at The report covers six categories: Working in IT, Recruitment and Retention, New Technology, ITSM Best Practices, Meeting Service Expectations, and Enterprise Service Management.

SysAid will be available to discuss the survey results and share its ITSM solutions at their SDI Conference stand. To register or find more information about the event, visit

About SysAid Technologies

Founded in 2002, SysAid Technologies Ltd. partners with IT professionals to make their work easier. The company provides IT service management (ITSM) solutions to more than 10,000 customers in 140 countries. From small businesses to Fortune 500 enterprises, IT departments use SysAid to deliver better service.

Available in 42 languages as a cloud-based or on-premises solution, SysAid combines all the essential IT tools in one simple and clever platform. For more information, please visit

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Media Contact:
Julie Solomon