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ITSM Trends for 2024 – What Our Latest Industry Poll Says

This article shares the results of our 2024 content poll, insights into how ITSM trends have changed, trend-related opinions, and links to existing ITSM.tools content that might still be helpful.
While the concept of enterprise service management (ESM) has been around for well over a decade, the terminology isn’t necessarily something that people are aware of. So, in this article, Sophie Danby attempts to explain everything you need to know about it.
If you’ve worked in ITSM roles long enough, you’ve probably been told, “ITSM is a journey, not a destination” at some point. But a journey is a series of destinations and for long journeys these break up the route and provide a sense of direction and accomplishment as they are reached. But what does this have to do with ITSM? This article explains.
Every year, ITSM.tools runs a quick, one-question poll to understand the “ITSM help” readers would like in the year ahead. Please help by taking this years poll to tell us which topics will be important to you in the year ahead.
“The business benefits of enterprise service management should be articulated and sold” says Stephen Mann. Here these 14 ESM benefits are explained at a high level but in a way that transcends IT.
So enterprise service management is happening, but what should you do in terms of enterprise service management planning to increase your organization’s chances of success? This article explores.
Has anything changed with the traditional levels of ITSM tool churn? It’s time to get more industry data or, to be more precise, to obtain up-to-date insight into the state of ITSM tools and why organizations need to change ITSM tool. Please take this poll.
We asked our readers to choose their five most important ITSM topics for 2023 relative to creating new best practice content to help. This article shares the results, along with a comparison to the 2022 results.
“Enterprise service management can, and should, be so much that replicating the IT service desk in other business functions” says Stephen Mann.
We’ve been talking about enterprise service management since 2008, value since at least 2011, and employee experience since 2013. Yet we’re still listing them as ‘trends for 2023’. Something needs to change… this article explores.
Enterprise service management is about providing employees with consistently high-quality services and support. Here Stephen Mann explains more.
Here Sophie Danby shares her key takeaways from the Service Management World event, including how enterprise service management and experience management were the hottest topics on the table.
Every year, ITSM.tools runs a quick, one-question poll to understand the “ITSM help” readers would like in the year ahead. Please help by taking this years poll to tell us which topics will be important to you in the year ahead.
In this article, you’ll find links to ITSM tool vendor landing pages that give access to 11 ITSM-related research reports for free, including the latest Gartner Magic Quadrant for ITSM.
This ITSM statistics article shares a number of key data points that will help ITSM pros to make decisions about their future IT service delivery and support capabilities.