Well-being in ITSM Survey: How is Your Well-being in 2024?

Well-being in ITSM Survey


We’re running our fourth Well-being in ITSM Survey. Before the pandemic, global IT service management (ITSM) conferences were starting to focus on the issues of employee well-being and mental health. The ITSM industry seemed to have realized the need for improved “people management” and the importance of employee well-being (including as a gauge for people management success). However, when the pandemic hit in early 2020, the in-person ITSM conferences ceased, and the focus on employee well-being in ITSM was overtaken by business survival.

As we returned to some semblance of normality in 2022, employee well-being had disappeared from the ITSM conference radar. It didn’t disappear for us, though. We reran our 2019 Well-being in ITSM Survey in late 2020 and then again in 2022.

Our well-being in 2024 and the impact of AI

As we’re now in 2024 and the interest in ITSM well-being is again on the rise, we’re rerunning our Well-being in ITSM Survey. We’d have done this anyway in 2024, but the time feels right to run it ASAP. We’ve also added three artificial intelligence (AI)-related questions to see what impact, if any, this is having on employee well-being.

You can read the highlights (lowlights?) of the 2022 Well-being in ITSM Survey at the end of this article (but it’s probably best not to look before completing the 2024 survey). Another article offers insight into the factors influencing well-being issues based on the 2022 survey data.

As humans, the complexity of our well-being isn’t black-and-white, including the fact that our well-being isn’t only affected by workplace factors. But, hopefully, these simple survey questions and the aggregated responses offer sufficient insight into where we are with well-being in ITSM and what, if anything, has changed in the last two years.

The 2024 Well-being in ITSM Survey

So, please help us to help others – including yourself – by spending a couple of minutes completing our anonymous, eight-question, multiple-choice survey on well-being in ITSM. No matter the results, we’ll publish the survey findings on the ITSM.tools website once sufficient responses are received.

Thank you for participating in this Well-being in ITSM Survey (if you can spare the 1-2 minutes needed). We want to hear from anyone working in an ITSM role, regardless of your answers.

To speak confidentially about how you’re feeling (or about a colleague, friend, or family member), please reach out to a (charitable) organization such as SANE (in the UK) or similar organizations available around the world.

The 2022 Well-being in ITSM Survey results

As mentioned earlier, here are the 2022 Well-being in ITSM Survey highlights:

  • 88% of respondents thought working in IT would get harder during the next three years (at least for some IT roles). With only 8% thinking not.
  • 14% of respondents felt their personal efforts weren’t recognized by management, and another 57% stated that recognition sometimes happened but not enough. So, a total of 71% of respondents didn’t feel fully valued. At the same time, 27% of respondents felt valued.
  • 67% of respondents stated working in IT had adversely affected their well-being to some extent. 26% of respondents hadn’t experienced well-being issues.
  • 32% of respondents believed their immediate line manager was insufficiently skilled to identify and deal with employee well-being issues, and another 29% that they were only partially skilled.
  • 36% of respondents stated that their organization had suitable mechanisms to prevent and help with employee well-being issues. Another 46% said that they needed improving. Only 2% of respondents stated “no” to the question of organizational well-being capabilities (the remaining 16% were “don’t know” responses).

You can read more detail on these figures in this The State of Well-being in ITSM in 2022 article. Plus, there’s further analysis in this What’s (Still) Causing ITSM’s Well-being Issues? article.

Further Reading

If you enjoyed this article, you may also enjoy some of the articles listed below.

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.

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