5 ITSM Trends Revolutionizing the Industry in 2024 (and beyond!)

2024 is shaping up to be the year of transformative change in IT Service Management (ITSM). We’re witnessing an increased focus on optimizing operations and service delivery.

From embracing a proactive approach to harnessing the power of artificial intelligence (AI), the stage is set for the big shift in ITSM practices. Let’s unravel the threads of innovation shaping the future of ITSM excellence in the years to come!

1. AI wave finally reaches the shore

AI is not coming; it is already knocking at the doors. In fact, by 2025, 70% of organizations will implement structured automation¹. This doesn’t come as a surprise given the recent strides AI has taken. But what does it mean for ITSM?

Well, the short answer is… everything. AI has become stable and viable. As a result, businesses are steering towards an AI-assisted model. That means employees will spend less time on mundane tasks and focus more on strategic initiatives.

AIOps, the amalgamation of AI and IT operations, is gaining momentum as well. It is helping IT teams detect anomalies and identify issues faster than one utters “downtime.” This leads to frictionless operations, increased agility, and lowered waiting time.

2. Experience takes the center stage

73 percent of organizations now consider employee experience crucial². In a world where experience reigns supreme, ITSM is no longer limited to fixing things; it’s about creating magic. We’re talking easy-to-use application portals that feel like a summer day’s breeze, interactions that are as smooth as butter, and interfaces so intuitive you’ll never feel the need for a manual.

However, there’s a visible gap between the need for improving experiences and quantifiable ways to gauge the positive change. That’s where historical data steps in. It helps decision makers understand how various capabilities impact different facets of operations and what really matters to the employees. And as the employee experiences get better, customer experiences are bound to improve as well.

3. Focus on value creation and profitability

Gone are the days when IT was just looked at as a cost center. Instead of focusing solely on having the most comprehensive processes, organizations are now aiming to focus more on what really matters: customer satisfaction.

A greater emphasis is now laid on proving value delivered to customers in terms of metrics like net promoter score (NPS), turnaround time (TAT), mean time to resolution (MTTR), first contact resolution (FCR), etc.

It’s not only about numbers on a sheet but about painting a picture of success.

4. Bank on zero trust security

In the ever-raging battle against cyber threats, ITSM is bolstering its defenses with the Zero Trust Security model. By prioritizing identity verification, continuous monitoring, and micro-segmentation, organizations are bolstering their defenses against all threats.

Picture a security personnel who constantly verifies identities, keeps a watchful eye, and ensures only the right people can get through to the restricted space, which in this case would be an organization’s data.

But technology isn’t the only variable—mindset is a big part of the equation. Vigilance is crucial as ITSM evolves to embrace a proactive approach to cybersecurity, empowering businesses to foresee and stop threats dead in their tracks. By creating a safety-first culture, every member functions as a sentinel of security, from the CEO to the intern, creating a fortress of trust in a highly volatile world.

5. Resurgence of self-service systems

Self-service channels are not new. But as we move forward, moreself-service interfaces are starting to surface. They’re intuitive, AI-powered wizards that help users navigate and fix issues on their own. Bundled with predictive analytics, these avenues can practically read the user’s mind, making problem-solving a quicker and frustration-free experience.

And that’s not all—AI is changing the game when it comes to service delivery. It’s like having a super sidekick who is always in your corner. With AI added to the mix, organizations unlock a world of efficiency that helps them unlock limitless possibilities.

Wrapping Up

As we traverse the ever-evolving landscape of ITSM, one thing remains constant: change is not just inevitable; it’s the harbinger of progress.

To harness the full potential of what’s next, it’s essential to act now. Whether you’re looking to add a pinch of AI to your workflows, spruce up your self-service capabilities, or bolster your cybersecurity initiatives, we can help.

Let’s talk to see how we can support your organization on its journey towards ITSM excellence. To unlocking a future of limitless innovation and success!

1. https://www.gartner.com/en/articles/4-predictions-for-i-o-leaders-on-the-path-to-digital-infrastructure
2. https://infraon.io/blog/itsm-tools-in-2023-and-itsm-expectations-in-2024/