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The Game-Changing ITSM Trends for 2024: What You Need to Know for a Competitive Edge


ITSM Trends

The IT department you know today might be unrecognisable in 2024. With digital transformation unfolding at warp speed, IT service management is on the cusp of radical change. This article explains how ITSM trends like automation and AI, Cloud Service Management and Enterprise Service Management (ESM) will revolutionise ITSM in the coming years. You'll learn why these coming disruptions are urgent priorities right now.


We would demonstrate that these trends are about more than simply adopting new technologies; they are also about improving current processes, ensuring that ITSM continues to deliver value and quality inside enterprises. IT's role is changing; will your staff be ready for the approaching revolution?


Before we go on, here are some of the ITSM trends for 2024:

  1. Automation and Artificial Intelligence (AI)

  2. Cloud Service Management

  3. Improved Remote Access Experience

  4. individualising customer service

  5. Enterprise Service Management (ESM)


1. Automation and Artificial Intelligence (AI)

The introduction of Atlassian Intelligence by Atlassian consolidated the roadmap for what 2024 would bring right from 2023. Virtual agents, a prominent AI application, are streamlining user interactions by providing swift self-service capabilities and automating issue resolutions without the need for ticket submissions. Moreover, Intelligent Ticket Assignment, driven by machine learning, ensures efficient categorisation and prioritisation, directing tickets seamlessly to the right technicians or support groups.

The game-changing concept is 'zero-touch IT,' where automation and AI proactively prevent issues before they manifest. As we anticipate the future, organisations must swiftly adopt these emerging technologies to stay competitive. The trajectory toward a future driven by intelligent automation at scale is inevitable, and the key question remains: How quickly can your organisation embrace these advancements to navigate the AI-powered future that lies just around the corner?


ITSM Trends


2. Cloud Service Management

In 2024, Cloud Service Management (CSM) is poised to become a pivotal element in IT Service Management (ITSM). The shift is evident in the migration of ITSM tools to the cloud, featuring scalable and cost-effective solutions such as SuperOps.ai, NinjaOne, Jira Service Management, Salesforce, and Zendesk ITSM. Furthermore, ITSM technologies are progressively integrating with various cloud services, allowing IT teams to manage and monitor cloud resources effectively for maximum performance. The inclusion of cloud service catalogues into ITSM systems accelerates resource requests and administration, increasing productivity while maintaining corporate policy compliance.


ITSM Trends


3. Improved Remote Access Experience

The trend toward improved remote access experiences in ITSM will accelerate in 2024, driven by several converging factors. With remote work becoming the norm, there is a greater need for secure and efficient access to services and support. Self-service portals, virtual private networks, and cloud-based tools will provide users with enhanced remote access. Automation will also streamline remote workflows, while centralised knowledge hubs will empower asynchronous work. Together, these developments will transform traditional ITSM frameworks to optimise the remote user experience. Organisations that invest in remote-friendly capabilities today will be best positioned to thrive as distributed work persists into the future.

ITSM Trends


4. Individualising Customer Service

Individualizing customer service is a major trend in IT Service Management (ITSM) that will continue in 2024. Organisations may boost employee satisfaction and efficiency by offering individualised assistance to each employee's particular requirements and preferences, resulting in an engaging and good customer experience.


Customers now expect tailored solutions and individualised support across digital channels. Notably, statistics reveal the impact of positive customer experiences on purchasing behaviour, with 89% of consumers more likely to make another purchase and a willingness to spend 17% more on companies offering exceptional service. Proactive customer service, AI integration, and robust security measures exemplify how ITSM is adapting to individualised customer service, aligning with the rising trend of personalized and efficient customer experiences.

ITSM Trends


5. Enterprise Service Management (ESM)

Organisations are leveraging ESM as a platform for digital transformation, enhancing IT operations, and driving business value. This comprehensive approach extends beyond IT, with ESM being adopted across various business functions, exemplified by the use of a service desk built on ESM principles accessible to all teams within an organisation. A key trend within ESM is automation, breaking down internal silos, clarifying services, and improving overall efficiency. Notably, statistical projections indicate substantial growth in the ITSM market, encompassing ESM, with a projected increase of USD 3.29 billion during 2020-2024 and a CAGR of nearly 9%.

ITSM Trends


Apart from those five, here are some others that caught our eye:

  • The Integration of Agile and Lean Methodologies

  • Data-Driven Decision-Making

  • Increased Emphasis on ITSM Security


How to make the best use of ITSM trends in 2024

Staying ahead in the ever-changing environment of IT service management in 2024 is not a choice; it is a necessity. From personalised employee support to the integration of automation and artificial intelligence, the trends shaping ITSM are redefining the very essence of service delivery. To thrive in this dynamic future, IT professionals must not only adapt but lead the way in embracing change.


Seize the opportunity to navigate the 2024 ITSM trends with precision and excellence. Partnering with onpoint ensures you stay at the forefront of these advancements, gaining a strategic advantage in this digital era. Don't just follow the trends—set them. Elevate your IT service capabilities and drive business success by aligning with onpoint for a future-ready ITSM strategy. Embrace the future; choose onpoint and be the leader of IT excellence in 2024!



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