ITSM Trends To Watch Out for in 2023 

Service Desk
Digital Transformation
ITSM Trends To Watch Out for in 2023 

It is no secret that IT and IT Service Management (ITSM) are evolving day by day, and the way that companies manage their IT service and support is no different. As the ITSM landscape evolves rapidly, organizations must keep a pulse on advanced industry trends to remain competitive. Having worked in the ITSM industry for over a decade, I have seen technology advancements and changing employee demands accelerate ITSM practices' evolution. Undoubtedly, the ITSM industry is expected to undergo a number of changes in 2023, which will reshape how organizations manage their IT services. Therefore, IT service desk managers need to stay on top of the latest ITSM trends and their potential impacts. 

This blog post will provide an overview of these ITSM trends and discuss how they can help organizations enhance their ITSM capabilities in 2023. Before we dive deep into it, let's learn more about ITSM. 

What is IT Service Management (ITSM)?   

IT Service Management (ITSM) refers to the implementation and management of effective and efficient IT services that align with the needs of an organization. The ITSM department coordinates all the components of an organization's IT department to ensure the best possible experience and personalized IT support for employees. It takes a strategic approach to designing, delivering, managing, and improving IT services to meet the company's and its clients' needs. ITSM uses best practices, frameworks, and methodologies to ensure that IT services are affordable and aligned with business goals.

It involves developing, delivering, and supporting IT services and the processes, frameworks, and tools used to manage them. ITSM aims to ensure that IT services are delivered consistently and reliably while improving IT operations' efficiency and effectiveness.

The Importance of Staying Up-to-date With ITSM Trends 

IT service management (ITSM) is a crucial aspect of every corporate organization, as it involves the design, delivery, management, and improvement of IT services to support the needs of the business. An effective ITSM solution can help organizations enhance the quality and reliability of the IT support they provide, increase employee satisfaction and productivity and reduce overall IT expenditures. It can also help organizations better align their IT services with the needs and goals of the organizations. Whether you are an IT service desk manager or a CIO, staying updated with the latest ITSM trends is critical because it helps us provide better IT support and service for employees.

Technology is constantly developing, and ITSM trends, such as generative AI, AI chatbots, automation, and cloud computing, are continuously emerging. Corporate companies can leverage these innovative technologies to streamline their time-consuming, repetitive manual tasks and processes, auto-resolve major IT issues,  elevate the quality of IT support and service, and enhance the overall employee experience by staying abreast of these developments. Also, staying up to date with ITSM trends allows organizations to remain competitive and relevant in the industry, demonstrating its commitment to delivering cutting-edge solutions that meet the needs of employees and companies. In order to remain ahead of the curve and create exceptional value for employees and customers, it is imperative for IT service desk managers to remain up to date with the latest ITSM trends.

Jaw-breaking Statistics of ITSM Benefits 

 Here are some amazing statistics about IT service management (ITSM) that may be of interest to you:

According to the AXELOS Report, most companies believe their ITSM skills are "good." It is important to remember that success is a self-evaluation. There is about a 50-50 split between ITSM success and the requirement for ongoing development in order to attain an appropriate degree of ITSM maturity. 

The State of Service Management 2021 study, conducted in collaboration with Praecipua Consulting, discovered that, while somewhat better in 2021, employees' well-being remains a concern. Work has a negative impact on 58% of survey respondents' well-being. A survey by Forrester found that the average cost of an IT service outage is $5,600 per minute. 

The top ten IT Service Management software suppliers accounted for approximately 83.3% of the global IT Service Management applications market, which increased by 21.9% to over $7.7 billion in license, maintenance, and subscription sales. 

According to Gartner: "Through 2023, I&O leaders will overspend by $750 million on buying unused features of ITSM tools, up from $600 million in 2019." It may seem a major undertaking to evaluate all of the features of your ITSM tool, but you can start to see a reduction in this staggering number with the simple and emerging concept of AITSM. 

ServiceNow topped the group with a 40.1% market share, thanks to a 23.6% increase in ITSM licensing, maintenance, and subscription revenue.

Research by Gartner found that approximately 80% of IT service failures result from process failures (70%) or the lack of employee skill and competence (10%). Only 20% of IT service failures result from technology failures, such as poor-performing software or hardware, and organizations with mature ITSM practices are more likely to have a higher level of customer satisfaction and a lower level of IT-related business disruption.

Top ITSM trends to watch out for in 2023 

  • Artificial Intelligence and Machine Learning 
    AI and machine learning techniques are increasingly prevalent in IT service management (ITSM). These technologies can enhance the efficiency of IT-related tasks and processes by automating tasks, identifying data patterns, and providing recommendations for action.
    For example, AI-powered IT service desks or helpdesks with a smart chatbot can handle employee inquiries or triage IT support requests, while AI and machine learning algorithms can be used to anticipate and prevent problems before they occur. 
  • Automation and Orchestration
    Automation and orchestration technologies can streamline IT processes and improve efficiency. For example, automated workflows can trigger actions based on specific events or conditions, while orchestration tools can coordinate the actions of multiple systems or processes.
  • Adoption of Modern ITSM Solutions for Personalized and Effective Support
    To provide effective and personalized IT support, many organizations are adopting modern ITSM solutions, including chatbots or AI and machine learning, to offer personalized recommendations and solutions. These approaches also focus on the needs and experiences of employees, gathering their feedback and creating tailored IT solutions for different employee groups. In addition, self-help approaches such as knowledge bases, self-service portals, and AI-powered chatbots are being utilized to allow employees to resolve IT issues independently and reduce the reliance on IT support agents or technicians. 
  • Data-driven ITSM operations
    Data-driven approaches to ITSM can help organizations make more informed decisions about their IT operations. By collecting and analyzing data on IT performance, organizations can identify patterns and trends that can help them optimize their IT systems and processes.
  • Using ESM as a Platform for Ongoing Digital Transformation 
    Enterprise service management (ESM) is an approach to managing IT tickets and services that focuses on the needs of the business as a whole. By using ESM as a platform for digital transformation, organizations can improve their IT operations and drive business value. 
  • Tracking the Impact of IT Investments on Business ROI
    Rather than simply measuring the performance of ITSM operations, many organizations are now focusing on the business value their IT investments deliver. This can involve setting specific business-value targets for IT projects and using data-driven approaches to track progress and assess the impact of IT investments on the business.
  • End-to-end Integration
    Many organizations are now focusing on integrating their IT systems and processes end-to-end to elevate efficiency and reduce the risk of errors or delays. This can involve integrating different IT systems and processes within the organization or with external partners or suppliers. 


With emerging technologies, methods, and best practices, IT service management (ITSM) is rapidly evolving. Organizations can maintain a competitive edge and produce better results by adopting these technologies. It's imperative for an IT service desk manager to keep up with the latest IT service management trends to ensure their team produces the highest quality service for the organization. 

Taking a look at the most recent ITSM trends, we can see that the emphasis will continue to be on personalized employee support, automation, and artificial intelligence. By embracing these trends, we can ensure that we're giving our company the best IT support and service possible now and in the future.

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  1. What is the difference between ITSM and ITIL?
    ITSM (IT Service Management) can be defined as the practices, policies, and processes that companies use to design, deliver, manage, and enhance the IT support and services they provide to their employees and end-users. The ultimate goal of ITSM is to ensure that personalized IT support is delivered effectively, immediately, and in line with the needs and expectations of employees.
    When it comes to ITIL (IT Infrastructure Library), it is a framework of best practices for ITSM that organizations worldwide widely use. ITIL provides guidelines and processes for managing IT services throughout their lifecycle, from service strategy and design to transition, operation, and continual improvement. ITIL is designed to help organizations improve the quality of their IT services and optimize their ITSM practice
  1. What is the role of AI in ITSM?
    AI is becoming increasingly crucial in ITSM, allowing for more efficient and personalized IT support and service. A modern ITSM solution with AI-powered smart chatbots and virtual agents provides L1 support to employees by allowing them to handle repetitive IT-related requests or tickets and freeing up support agents to focus on more complex issues.
  2. What is the significance of automation in ITSM?
    Automation in ITSM reduces manual, time-consuming and repetitive IT processes and increases efficiency in ITSM.
  3. What are the benefits of personalized employee support in ITSM?
    Personalized support can elevate employee satisfaction and productivity to new heights. When you provide personalized support to the specific needs and preferences of each employee they will perform better, leading to an engaging and positive customer experience.
  4. How will ITSM teams leverage data analytics in 2023?
    In 2023, ITSM teams are expected to leverage data analytics to gain insights into support, identify areas for improvement, and make data-driven decisions. By analyzing data from various sources like service tickets, employee feedback, and performance metrics, ITSM teams can better understand how to enhance support delivery, optimize processes, and meet employee's specific needs.
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