We’re running our fifth ITSM Well-being Survey to see how people feel about working in IT (and in IT service delivery and support roles in particular) in 2025. We’re hoping you’ll spare us a minute or so to share your personal views on employee well-being in your organization.
Here’s a link to the survey, and the rest of the article shares some background and the 2024 results.
How our ITSM Well-being Survey started
Our survey’s origins are pretty straightforward – before the global pandemic, IT service management (ITSM) conferences started to focus on employee well-being and mental health issues. It was as though the ITSM industry had woken up to the need for improved people management and the importance of employee well-being. It spurred us to run the first ITSM Well-being Survey in 2019.
However, when the global pandemic hit in early 2020, in-person ITSM conferences ceased for a while, and business survival took over from the focus on ITSM well-being. Post-pandemic, ITSM well-being was no longer a hot topic at ITSM conferences.
We still consider it important, though. We reran the 2019 ITSM Well-being Survey in late 2020 and then again in 2022 and 2024. The latter of these surveys brought in the impact of artificial intelligence (AI) on employee well-being. Now, in 2025, we’re running the ITSM Well-being Survey again to see what has changed – for both the better and worse.
Our well-being in 2025 and the impact of AI
The 2024 ITSM Well-being Survey added three AI-related questions to see what impact, if any, this new technology and the related capabilities are having on employee well-being.
You can read the highlights (lowlights?) of the 2024 ITSM Well-being Survey at the end of this article (but it’s probably best not to look before completing the 2025 survey). Another 2024 article offered a deeper dive insights into the survey data.
Of course, our well-being isn’t black-and-white, including that our well-being isn’t only affected by what happens at work. Hopefully, though, these simple survey questions and the responses will offer some insight into where ITSM well-being is and whether AI has changed anything for us in the last 12 months.
The 2025 ITSM Well-being Survey
Please help us to help others by completing our anonymous, eight-question, multiple-choice survey on ITSM well-being. The ITSM.tools website will publish the survey findings once we have received sufficient responses.
Thank you for participating in this ITSM Well-being Survey. Regardless of your answers, we would love to hear from anyone in any ITSM role.
To speak confidentially about your well-being or mental health (or that of a colleague, friend, or family member), you can contact a (charitable) organization such as SANE in the UK or equivalent help organizations available worldwide.
The 2024 ITSM Well-being Survey results
As promised earlier, here are the summary 2024 ITSM Well-being Survey results:
- 82% of respondents thought working in IT would get harder; only 15% thought not.
- 30% of survey respondents didn’t feel their personal efforts were recognized by management, and another 39% stated that recognition sometimes happened but not enough – a total of 69%.
- 61% of respondents stated working in IT had adversely affected their well-being to some extent.
- 37% of respondents believed their immediate manager was not skilled enough to identify and deal with employee well-being issues, and another 28% felt they were only partially skilled. 30% thought that their immediate manager was suitably skilled.
- 27% of respondents thought their corporate well-being mechanisms were insufficient, 32% believed them suitable, and another 34% thought them suitable but needing improvement.
- Two-thirds (66%) of respondents had used non-corporate AI tools to help with their work, with 84% (of these) finding it helpful. This was nearly twice the level of respondents who had used corporate AI capabilities (36%).
- Based on AI use, 41% of respondents stated AI hadn’t changed their well-being, 15% said it improved their well-being, and 6% said it caused them issues.
You can read more about these statistics in this ITSM Well-being in 2024 article. Plus, there’s further analysis in this ITSM Well-being Data – A Deeper Dive article.
Stephen Mann
Principal Analyst and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals.
Previously held positions in IT research and analysis (at IT industry analyst firms Ovum and Forrester and the UK Post Office), IT service management consultancy, enterprise IT service desk and IT service management, IT asset management, innovation and creativity facilitation, project management, finance consultancy, internal audit, and product marketing for a SaaS IT service management technology vendor.
