{"id":114805,"date":"2025-07-25T12:51:48","date_gmt":"2025-07-25T04:51:48","guid":{"rendered":"https:\/\/version-2.com\/?p=114805"},"modified":"2025-07-24T12:53:16","modified_gmt":"2025-07-24T04:53:16","slug":"smb-it-at-a-breaking-point-only-12-have-mature-itsm-frameworks-to-deal-with-increasing-it-complexity","status":"publish","type":"post","link":"https:\/\/version-2.com\/en\/2025\/07\/smb-it-at-a-breaking-point-only-12-have-mature-itsm-frameworks-to-deal-with-increasing-it-complexity\/","title":{"rendered":"SMB IT at a Breaking Point: Only 12% Have Mature ITSM Frameworks to Deal with Increasing IT Complexity"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"114805\" class=\"elementor elementor-114805\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-534888b post-content elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"534888b\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;_id&quot;:&quot;80510b6&quot;,&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:&quot;1&quot;,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-40115d5\" data-id=\"40115d5\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ca14f89 elementor-widget elementor-widget-text-editor\" data-id=\"ca14f89\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-widget-container\"><p><em>New global benchmark study reveals sharp gaps in tools, talent, and integration<\/em><\/p><p>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, \u201c<a href=\"https:\/\/info.easyvista.com\/the-state-of-smb-it-in-2026?__hstc=102482709.e233f771f7dfff6741ae7e3a26ef9a33.1742804665656.1752550293776.1753332626452.24&amp;__hssc=102482709.2.1753332626452&amp;__hsfp=2848013586\">The State of SMB IT for 2026,<\/a>\u201d 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.\u00a0\u00a0\u00a0\u00a0<\/p><p>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.\u00a0\u00a0<\/p><p><strong>Pain Points Holding Back SMB IT\u00a0<\/strong>\u00a0<\/p><p>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.\u00a0\u00a0<\/p><p><strong>AI Momentum is Building, But Still in the Discovery Phase\u00a0<\/strong>\u00a0<\/p><p>The report shows that AI adoption is growing but SMB teams face cost and expertise barriers:\u00a0\u00a0<\/p><ul class=\"wp-block-list\"><li>71% of respondents say AI is rather or very important to ITSM success.\u00a0\u00a0<\/li><\/ul><ul class=\"wp-block-list\"><li>Early adoption is focused on asset tracking and reporting (35%), automating repetitive tasks (34%), and IT trend analysis for better decision making (33%).\u00a0\u00a0<\/li><\/ul><ul class=\"wp-block-list\"><li>Cost, data privacy and security, and a lack of expertise are the biggest obstacles in deploying Generative AI.\u00a0\u00a0<\/li><\/ul><p><strong>SMB Priorities Point Toward Modernization\u00a0<\/strong>\u00a0<\/p><p>Looking ahead, the top IT priorities for the next twelve months are:\u00a0\u00a0<\/p><ul class=\"wp-block-list\"><li>41% plan to prioritize IT security improvements.\u00a0<\/li><li>31% aim to automate IT workflows.\u00a0\u00a0<\/li><li>30% plan to introduce AI to improve efficiency.\u00a0\u00a0<\/li><\/ul><p>However, delivering on these goals will require more than just new technology:\u00a0\u00a0<\/p><ul class=\"wp-block-list\"><li>62% say they need training and education to improve ITSM practices.\u00a0\u00a0<\/li><\/ul><ul class=\"wp-block-list\"><li>56% want easy-to-use AI and automation capabilities.\u00a0\u00a0<\/li><\/ul><ul class=\"wp-block-list\"><li>\u00a048% want access to affordable tools and software.\u00a0\u00a0<\/li><\/ul><p>\u201cSMBs clearly understand that ITSM and ITAM aren\u2019t just back-office functions anymore, they are critical to how the business runs,\u201d said Keith Andes, Head of Product Marketing at EasyVista. \u201cBut 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\u2019s how IT can \u2018do more with less\u2019 while helping the business grow.\u201d\u00a0\u00a0<\/p><p>Andreas Bender, Senior VP Business Transformation and Innovation, OTRS Group, added: \u201cAs 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\u2019t just a technical change \u2013 it\u2019s a leadership-driven transformation that starts with strategic commitment.\u201d\u00a0\u00a0<\/p><p>Download the report at this link to learn more: <a href=\"https:\/\/info.easyvista.com\/the-state-of-smb-it-in-2026?__hstc=102482709.e233f771f7dfff6741ae7e3a26ef9a33.1742804665656.1752550293776.1753332626452.24&amp;__hssc=102482709.2.1753332626452&amp;__hsfp=2848013586\">https:\/\/info.easyvista.com\/the-state-of-smb-it-in-2026<\/a><\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a77a3ad elementor-widget elementor-widget-button\" data-id=\"a77a3ad\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"\/en\/request-a-demo-or-trial\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Request a demo or trial<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-be9976a elementor-widget elementor-widget-spacer\" data-id=\"be9976a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ead54a5 elementor-widget elementor-widget-shortcode\" data-id=\"ead54a5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\">\n\t\t<div data-elementor-type=\"page\" data-elementor-id=\"91831\" class=\"elementor elementor-91831\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3c2f8937 elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"3c2f8937\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;_id&quot;:&quot;c4f773e&quot;,&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:&quot;1&quot;,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-a2a9404\" data-id=\"a2a9404\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a505b1a elementor-widget elementor-widget-text-editor\" data-id=\"a505b1a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>About EasyVista\u00a0\u00a0<\/strong><br \/>EasyVista is a leading IT software provider delivering comprehensive IT solutions, including service management, remote support, IT monitoring, and self-healing technologies. We empower companies to embrace a customer-focused, proactive, and predictive approach to IT service, support, and operations. EasyVista is dedicated to understanding and exceeding customer expectations, ensuring seamless and superior IT experiences. Today, EasyVista supports over 3,000 companies worldwide in accelerating digital transformation, enhancing employee productivity, reducing operating costs, and boosting satisfaction for both employees and customers across various industries, including financial services, healthcare, education, and manufacturing.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t\n\t\t<div data-elementor-type=\"page\" data-elementor-id=\"18103\" class=\"elementor elementor-18103\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-748947f elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"748947f\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;_id&quot;:&quot;c4f773e&quot;,&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:&quot;1&quot;,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7995c19\" data-id=\"7995c19\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a437045 elementor-widget elementor-widget-image-box\" data-id=\"a437045\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">About Version 2 Digital<\/h3><p class=\"elementor-image-box-description\">Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.\n<br><br>\nThrough an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.<\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>2025-05-29 &nbsp;&nbsp;EasyVista is recognized as an Emerging Innovator in QKS Group&#8217;s 2025 SPARK Matrix for Enterprise Service Management. Its platform, with AI-driven automation, streamlines IT operations, enhances service delivery, and improves efficiency for global organizations.<\/p>","protected":false},"author":149011790,"featured_media":112405,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[1299,1305,61],"tags":[1077,1300],"class_list":["post-114805","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-easyvista","category-1305","category-press-release","tag-1077","tag-easyvista"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>SMB IT at a Breaking Point: Only 12% Have Mature ITSM Frameworks to Deal with Increasing IT Complexity - Version 2<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.easyvista.com\/press-release\/smb-it-at-a-breaking-point-only-12-have-mature-itsm-frameworks-to-deal-with-increasing-it-complexity\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"SMB IT at a Breaking Point: Only 12% Have Mature ITSM Frameworks to Deal with Increasing IT Complexity - Version 2\" \/>\n<meta property=\"og:description\" content=\"2025-05-29 &nbsp;&nbsp;EasyVista is recognized as an Emerging Innovator in QKS Group&#039;s 2025 SPARK Matrix for Enterprise Service Management. 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