State of enterprise
ITSM in 2024

Information technology service management, or ITSM, is the backbone of IT infrastructure. This industry perspective is a testament to all industry leaders who know the significance of tracking down the constant changes in the ITSM world and ensuring they implement them.

The year 2023 is slowly transitioning to 2024 in a few weeks. How is ITSM in 2024 going to look? A question is probably cooking in ITSM leaders’ minds.

With existing attributes going nowhere but evolving and absorbing new tech abilities, many changes are taking place in ITSM 2024.

Let’s see our previous blog, ITSM Trends 2023, to uncover what entirely changes and what remains as an essential attribute for ITSM in 2024.

ITSM trends 2024 – a consolidated view of ITSM trends in 2024

ITSM Trends 2024 #1: Drive more efficiency with AI, ML, and Generative AI for ITSM

ITSM Trends 2024 – AI, ML, Generative AI for ITSM

The aspect of automation continues to get bigger for IT leaders, with Generative AI bringing a paradigm shift to how the helpdesk or service desk handles tickets or employees get self-help.

ITSM vendors are already fusing a vast chunk of Generative AI properties or collaborating with Generative AI model providers or partners to take automation to the next level.

ServiceNow, PagerDuty, and many other vendors take Generative AI seriously and bring flexibility for users.

Generative AI helps helpdesks automate the process of categorizing incident tickets, helps agents comprehend vague logged reports, escalate the ticket to the right team, sends alerts before an incident becomes a threat, and enables them to do much more using natural language processing.

In addition to leveraging GenAI with ITSM platforms, Workativ brings powerful Generative AI properties to its conversational AI platform for service desks and helps improve IT and HR support experience.

Compared to traditional ITSM platforms, Workativ aims to facilitate IT experience management with its no-code chatbot solutions for IT support.

ITSM Trends 2024 #2: ITXM and XLA 一 Focus on value delivery rather than just SLA

XLA is the new SLA – ITSM Trends 2024

Like SLA, XLA, or Experience Level Agreement, it arrives as an essential phenomenon to transform the ITSM experience.

As we all know, SLA emphasizes that processes are followed for a particular ticket.

Do we ever observe if following the steps stated in SLA meets user expectations?

Certainly not.

If a ticket is escalated to the agent for ‘system breakdown’ and addressed by the agent, what if the same incident is reported to the service desk again the next day?

The service desk follows processes as per SLA. But, it compromises value for employees and denies a better IT experience.

XLA helps combat the watermelon effect of the ITSM ecosystem and provides a better template to improve service delivery.

Experience Level Agreement or XLA complements SLA’s objective by ensuring alignment with service delivery goals and by providing enough metrics to work around shortcomings in the help desk to ensure continuous improvement of value delivery for end users.

Let’s take an example of an ITSM framework, which needs a steep learning curve to fill in details and get help.

If a requester leaves some fields empty, it forces agents to overlook the request, too. XLA provides enough metrics to assess where the mistake happens and provides a solution to improve the experience.

ITSM Trends 2024 #3: Adopt ITSM for Enterprise Service Management

The view of accepting ITSM for Enterprise Service Management continues to hold the same value in 2024, and it is going nowhere.

The growing complexity and business challenges force IT leaders to use ITSM not just for IT but also for enterprise service management.

Enterprise has various business functions spreading across its different operation areas.

Just as IT leverages ITSM to manage system breakdowns or other IT issues, enterprises can handle various HR, finance, operations, and supply chain issues with ITSM practices, too.

As an enterprise leader, you can translate ITSM tools and technologies into a practical solution engine to combat enterprise service problems.

The viewpoint to handle Enterprise Service Management as similar to ITSM holds the same value as the previous year.

Since it continues to remain so significant, ITSM guidance and practices can provide immense benefits for ITSM leaders to streamline operations for organizational resilience through automation for a range of tasks.

ITSM trends 2024 – enterprise service management with ITSM
  • Onboard of a new hire for HR.
  • Onboard a new client for sales and marketing.
  • Initiate payment reminders for accounts receivable from distributors for finance.
  • Manage emails or other forms of communication for customer support.

ITSM reshapes its core architecture from a point solution to an integrated and comprehensive solution for enterprise problems.

Industry can drive efficiency in business results for a plethora of organizational operations.

ITSM Trends 2024 #4: Give employee experience management a priority

ITSM trends 2024 – employee experience management

Who else, rather than you, knows the importance of a loyal employee pool?

If your employees are dissatisfied with your culture and policy, especially in the hybrid setting, it is a continuous process of managing hiring, onboarding, and offboarding.

The pain of high costs hits your bottom line, while employee burnout remains a concern for your organizational growth.

According to Employee Workplace Trends in 2024, employee burnout shows no signs of declining.

Leaders must focus on fostering employee well-being and a thriving workplace culture in 2024.

ITSM, with its self-service automation, can help you deliver an exceptional employee experience.

With more NLP capabilities embedded in the self-service feature, employees can quickly extend existing automation capabilities and solve their problems.

With that, ITSM lets you capture metrics and ensures you set up the right program to manage your people and workplace.

ITSM Trends 2024 #5: Customer-centric ITSM 一 Discover a more powerful side of self-service.

ITSM trends 2024

Self-service is everywhere. From banking to retail, users are paying more attention to self-service facilities.

In a press release, Gartner mentions that self-service is one of the critical levers to transform customer service and support by 2028.

With self-service already performing to offer automation but with limited capabilities, ITSM leaders must focus on delivering frictionless automation for autonomous problem-solving for customers and internal employees.

Many AI subsets, such as GenAI, improve automation capabilities for customers by providing consistent service across various touchpoints.

Internal employees can also expect ITSM service delivery to be as effective as customer service with redefined self-service functionalities.

Self-service can pull up knowledge base articles and provide the most concise and consolidated information accurately, saving lots of time for users and helping them out of the problem.

As a critical ITSM trend for 2024, IT leaders can focus on the hyper-automation capabilities of a self-service portal and bring it to core services for their users.

ITSM Trends 2024 #6: Agile ITSM 一 Adopt a holistic approach for more streamlined helpdesk support

ITSM trends 2024

ITSM agility helps the service desk or help desk tackle new, unique, and evolving challenges.

ITSM agility always aims to provide preventative mechanisms for IT service delivery.

Agile ITSM is not a nice-to-have but a must-have for IT leaders. In 2024, IT leaders who consider it a critical and ambitious project can help their teams follow the best ITSM practices and deliver employee experience for sudden and evolving changes to issues.

As per Gartner, if businesses prefer bypassing this critical lever, it would cost them employee efficiency and engagement.

It is ideal for business leaders to adopt ITSM practices that effectively deliver channels and tools for employees to adapt to changes and solve problems more efficiently.

ITSM Trends 2024 #7: Sustainability 一 Facilitate green IT practices

As more and more IT properties are to be added for process and operation efficiency, IT leaders must take into account that they have robust strategies to foster sustainability in their ITSM practices.

For example, Gen AI application development requires a massive powerhouse to help run cloud computing resources such as AXS, GCP, Azure, etc.

While businesses need to focus on some practices that can help them create minimal environmental impact as they play around with GenAI properties, there are also the easiest ways for them.

On the other hand, many of their IT assets may exceed some critical stages of usability limits or become too old to use. They become energy inefficient and create revenue leakages.

Sustainability requires them to focus on this area and adopt more sustainable IT assets.

ITSM Trends 2024 #8: Cost-efficiency 一 Aim for cost savings

Despite implementing ITSM practices, businesses need more money for massive IT tickets and agent involvement.

Businesses have a high priority to save costs on IT tickets and bring more flexibility for their employees to handle problems by themselves.

At a time when self-service can support this ambition of IT leaders, it is also significant that self-service is efficient enough to align with employee objectives.

In 2024, cost savings is a trend and a key objective for ITSM leaders.

ITSM Trends 2024 #9: Data security and compliance 一 Safeguard privacy for all

ITSM guide and practices focus on implementing data security and compliance for organizations.

Customer interactions or employee communications deal with a lot of personal information.

It is where IT leaders need to implement solid guardrails for people to avoid interacting with matters related to personal information. Businesses must have a strategy and policy for employees to become careful and mindful while dealing with company data or personal information. On top of that, end-to-end encryption is critical, while GDPR or CCPA compliance is a must.

Workativ is known to follow this strict policy for its conversational AI platform.

Conclusion

Staying competitive and sending a message of trustworthiness and reliability keeps you going and helps you build a sustainable business.

With ITSM being a core practice for all businesses, it is significant that you keep a watch on how ITSM is evolving and what tools and phenomena are essential for companies for ultimate employee gains and business growth.

We have compiled some essential trends for ITSM practitioners in 2024.

They are as close as how it looked in 2023. It is just a simple task for you to improve what you already have or make strides if you still need to catch up on some of them.

Make your best effort and compete by following the ITSM 2024 trends.

Want to follow 2024 ITSM trends? Workativ conversational AI is a simple solution.

To learn more, schedule a demo today.

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Deepa Majumder

Content Writer

Deepa Majumder is a writer who nails the art of crafting bespoke thought leadership articles to help business leaders tap into rich insights in their journey of organization-wide digital transformation. Over the years, she has dedicatedly engaged herself in the process of continuous learning and development across business continuity management and organizational resilience.

Her pieces intricately highlight the best ways to transform employee and customer experience. When not writing, she spends time on leisure activities.

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