The concept of information technology service management (ITSM) has been around for many years. ITSM has evolved from a reactive incident management approach to a more proactive end-to-end ecosystem that aligns with the business objectives.

From what I've seen over the course of my career, in the early days, organizations focused on resolving IT incidents and often operated in silos. Today, ITSM has evolved to support IT services and align with other business functions, thereby supporting the organization's overall business goals. Nowadays, multiple frameworks in the market provide best practices for managing IT services throughout their lifecycle, which helps organizations align their IT with business needs, thereby improving the efficiency and predictability of service delivery.

With emerging technologies, such as artificial intelligence (AI), digital twins and the internet of things (IoT), organizations can offer more value more efficiently, potentially leading to cost savings.

To achieve cost-effectiveness, many organizations face tremendous pressure to innovate with their services and products using these emerging technologies. It is estimated that overall IT spending will increase by 9.8% between 2024 and 2025. According to Gartner, agentic AI is forecasted to be the top technology trend in 2025.