Expert Insight: Plotting the Course Ahead: Key ITSM Trends Set to Shape 2024

In the rapidly evolving global environment, particularly within the modern business environment, change is constant. The adoption of innovative technologies is propelling companies toward becoming digital enterprises. As the demand for IT service management surges to sustain highly efficient operations, the question arises: How should ITSM evolve in 2024 to effectively manage this substantial demand?

1. AI and Machine Learning: Fuelling Intelligent ITSM
In 2024, AI and machine learning are at the forefront of ITSM innovations. These technologies are being employed to analyse vast amounts of data, predict potential issues, and automate routine tasks. Predictive analytics is enabling IT teams to foresee potential disruptions before they occur, allowing for proactive measures and minimizing downtime. This predictive approach not only saves time but also significantly reduces the impact on business operations.

Moreover, machine learning algorithms are enhancing the accuracy of issue resolution by learning from historical data. This means that over time, ITSM systems become more adept at identifying and solving problems, leading to a continuous improvement in service quality.

2. Enhanced Employee Experience
The focus on providing a seamless and user-friendly experience is expected to grow. Not all services need to be self-service. According to Forrester’s The State of the Service Desk, 2022 report, 62% employees prefer self-service for resetting passwords but most of them (66%) would rather talk to a person for fixing a broken device or reporting an outage. This may involve the implementation of self-service options, bot-enabled, and human-assisted support which form multiple channels of support.

3. Integration with Robotics Process Automation (RPA)
RPA is a technology that can automate repetitive tasks, freeing up IT professionals to focus on more strategic work. In 2024, we can expect to see a continued increase in the adoption of RPA in ITSM, as organizations seek to reduce costs and improve efficiency.

4. Cloud-Native and Hybrid ITSM
The cloud is becoming the default platform for delivering IT services, and this is having a significant impact on ITSM strategies. Cloud-native and hybrid compatible ITSM solutions offer scalability, flexibility, and accessibility, aligning with the broader trend of cloud adoption in the IT industry. In 2024, we can expect to see a continued adoption of cloud native ITSM solutions, as well as a growing trend towards hybrid ITSM.

5. Modernise current ITSM strategies
With the right ITSM tools and technology advancement, organisations are extending service management beyond IT, reaching into other business function. In 2024, we can expect to see a continued push towards more practical ESM strategies, as organizations look for ways to improve the overall quality of service delivery across the enterprise.

Remember, the future is influenced by various factors, and these trends may change based on technological breakthroughs, market demands, and unforeseen events. Keeping a close eye on industry developments and being adaptable will be key for organizations looking to stay ahead in the evolving landscape of ITSM.


Eileen O’Mahony
General Manager, WM Promus

7th December 2023


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