ManageEngine Study Finds Democratization of IT in North America Increased Dramatically Post-COVID

The use of core technologies and collaboration between IT and other business departments increased, but not without challenges

DEL VALLE, Texas, September 22, 2022–(BUSINESS WIRE)–ManageEngine, the enterprise IT management division of Zoho Corporation, today announced the results of the first report of the IT at Work: 2022 and Beyond study, which explored the democratization of IT – how Non-IT staff and departments oversee their own process automation, tool selection, or technology operations. The report finds that the state of business in a post-pandemic era shows that everyone, not just IT teams, has an interest in how technology is selected, deployed, configured and used.

The survey found that 82% of North American (US and Canada) business and technology leaders believe collaboration between IT and other lines of business (LOBs) has increased over the past two years. A positive outcome of this increased collaboration is that other LOBs are using key technologies themselves and no longer relying on IT to deliver results.

For example, most departments outside of IT — particularly quality control (24%) and finance (21%) — use AI/ML, according to business decision makers. Additionally, 76% of North American decision makers agree their organization encourages non-IT staff to develop their own applications using low/no-code platforms — the highest of any other region surveyed — with marketing being the top department that created their own applications.

Business decision makers agree that non-IT workers know more about IT today than they did before the pandemic (76%). However, these same decision makers also believe that a lack of education (48%) and basic technical skills (47%) – more so in North America than in any other region surveyed – are key barriers for employees when it comes to reaping the benefits of the Technologies available in your organization. IT decision makers (ITDMs) also strongly believed that other departments needed more training in technical skills, notably marketing (52%), finance (45%) and sales (43%). This could indicate that these teams are abusing these technologies and need more support from IT to correct course.

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“While IT departments may have feared that democratizing IT in their organizations would undermine their influence, for many the opposite is true,” said Vijay Sundaram, chief strategy officer, Zoho Corporation. “The pervasiveness of technology in enterprises has increased the technical skills of non-IT workers and their awareness of the impact of technology in transforming business outcomes. This leads to closer collaboration between business and IT departments to leverage the skills needed to drive business innovation and increase productivity.”

Other key findings from the report include:

  • Decentralization can be key to increased collaboration in the US and Canada, and the benefits outweigh the drawbacks for IT teams

    • 74 percent of ITDMs said their organizations have already successfully decentralized their IT infrastructure, the highest of any other region surveyed.

    • Despite this success, nearly all ITDMs surveyed (99%) said their organization faces challenges as it decentralizes further. Their top three concerns center on maintaining IT security levels (56%), maintaining quality levels (41%) and the reliability of ongoing support (37%).

    • All challenges notwithstanding, decision makers believe that decentralization will bring greater recognition/acknowledgment of the importance of IT’s role in the business (57%), with 89% agreeing that the success of an IT department directly correlates to the overall success of the organization.

  • Organizations are confused about accountability for corporate cybersecurity efforts

    • 79 percent of all respondents agreed that their organizations’ existing security landscape needs to be changed to ensure they are protected from cyberattacks.

    • However, when asked directly whose responsibility it is to protect their organization from cyberattacks, only 4% of respondents answered “everyone” – instead, the majority of respondents believe IT/security teams should be accountable (58%), even versus CSOs (47%), Chief IT Officers (42%) or CTOs (38%).

    • Of those who said it was everyone’s responsibility, 90% said employees should take care of protecting their personal information.

  • AI and ML are key to strengthening the security framework

    • When it comes to AI and ML investments, business decision makers said their organizations are primarily focused on preventing cyberattacks (55%). North America is the only region next to Saudi Arabia that prioritizes cyberattacks.

    • 82 percent also agreed that AI and ML technologies will play a significant role in strengthening IT security frameworks in the future.

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Visit the ManageEngine website to access the first report of the IT at Work: 2022 and Beyond study at

survey methodology

ManageEngine commissioned independent market research agency Vanson Bourne to conduct a global study of 3,300 decision makers in IT and other key business functions – and 500 in total across the US and Canada – from a range of private sector organizations to understand the role of IT and its importance will continue to evolve and help shape the future of work. All interviews were conducted following a rigorous multi-stage screening process to ensure only suitable candidates are given the opportunity to attend.

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About ManageEngine

ManageEngine is the enterprise IT management division of Zoho Corporation. Established and emerging companies – including 9 out of 10 Fortune 100 companies – rely on ManageEngine’s real-time IT management tools to ensure optimal performance of their IT infrastructure, including networks, servers, applications, desktops and more. ManageEngine has offices worldwide including the United States, UAE, Netherlands, India, Colombia, Mexico, Brazil, Singapore, Japan, China and Australia, and more than 200 global partners to help companies grow their business and to coordinate their IT closely. For more information, visit; Follow the company blog and on LinkedIn, Facebook and Twitter.

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Ahana Vissa
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