What happened in 2024? How did the IT Service Management trends evolve? And what does the future hold for ITSM?
These are the questions we tackled in the latest episode of Ticket Volume - IT Podcast. We brought back three industry powerhouses—Rob England, Claire Agutter, and Mark Smalley—who joined us last year to predict the future of IT Service Management (ITSM). Now, they’re here again to revisit their predictions, reflect on the past year, and share their insights on what’s next for ITSM.
With a combined wealth of experience, our guests are no strangers to thought leadership. Rob, known for his optimistic take on modern management; Claire, the driving force behind VeriSM and the SIAM community; and Mark, the self-proclaimed "Ancient IT Philosopher", bring a unique blend of wit, knowledge, and practical advice to the table.
In this conversation with host and product specialist at InvGate, Matt Beran, the panel dives into the evolution of IT Service Management, from the role of AI (artificial intelligence) to the polarization of professional communities and the challenges of staying relevant in a complex IT landscape. They also explore what 2025 and beyond might hold for IT teams worldwide.
Curious about the trends shaping IT Service Management? This episode is packed with insights you don’t want to miss. Here are the highlights of episode 93.
What shaped IT Service Management in 2024?
The year 2024 brought its fair share of challenges, surprises, and transformative trends to IT Service Management. From significant shifts in the open-source community to the continued rise of AI and the evolving dynamics of professional communities, it was a year of reflection and adaptation. Let’s take a closer look at the key moments and movements that defined the past year, as shared by Rob, Claire, and Mark.
#1: The unraveling of the open-source model
Rob painted a concerning picture of the turbulence rocking the open-source community. Once celebrated for its collaborative spirit and innovation, this year exposed growing divisions. He used the WordPress ecosystem as an example, where companies have clashed over revenue models and accessibility. Some have locked their products behind paywalls, while others have retaliated by forking existing tools and offering them for free, creating a highly competitive and fractious environment.
Mark compared this shift to the natural lifecycle of communities and industries, noting that most start with noble intentions, peak in their impact, and eventually decline as internal conflicts arise. The panel agreed that while open-source remains an integral part of IT Service Management, navigating its complexities will require renewed focus and innovative solutions.
#2: AI’s growing role in IT Service Management
AI continued its meteoric rise in 2024, embedding itself further into IT workflows and sparking both excitement and debate. Rob shared his personal experiences using AI as a creative partner, helping him draft ideas and structure content. For him, AI acts as an extension of his brain, bringing forgotten points to light and enhancing his creative process.
Claire offered a pragmatic perspective, emphasizing the importance of planning for AI’s integration into organizations. She pointed out that while AI can replace repetitive tasks, its true value lies in complementing human efforts and creating space for more meaningful work. Mark, on the other hand, explored the ethical dilemmas AI raises, particularly in maintaining authenticity and ensuring that AI doesn’t undermine human interaction.
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#3: The changing landscape of professional communities
Claire highlighted the changing dynamics of professional networking, describing how platforms like LinkedIn have become oversaturated and less authentic. As a result, niche communities like the SIAM community are thriving, offering a more focused and valuable space for professionals to connect and share insights.
Rob acknowledged the value of these smaller communities but cautioned against the risk of falling into echo chambers. He stressed the need for IT professionals to balance their engagement between specialized groups and broader platforms to ensure diverse perspectives and ideas. Mark echoed these sentiments, noting that while niche communities foster deeper connections, the industry still needs inclusive spaces to maintain a healthy flow of knowledge.
#4: Cybersecurity and supply chain vulnerabilities
The CrowdStrike incident was a defining moment in 2024, exposing vulnerabilities in IT supply chains and prompting organizations to rethink their approach to security. Claire explained that many businesses have operated under the assumption that outsourced services are inherently secure, but this event shattered that illusion. She emphasized the need for IT teams to understand who manages their data, where it resides, and the risks involved.
Rob argued that cybersecurity, despite its advancements, is falling behind the escalating threats. He expressed concern that progress in this area has stalled, leaving organizations more vulnerable than ever. Mark, however, took a slightly more optimistic view, pointing to the increasing focus on compliance frameworks and proactive Risk Management strategies as signs of improvement.
Service Management trends: What to expect in 2025 and beyond
As the IT world hurtles toward the future, change isn’t slowing down—it’s speeding up. If 2024 taught us anything, it’s that agility, creativity, and a sprinkle of optimism are essential ingredients for thriving in this industry. So, what’s next? Rob, Claire, and Mark shared their takes on the IT Service Management trends that will shape 2025 and beyond. Spoiler alert: it’s not all doom and gloom!
Let’s dig into their predictions, ideas, and a few philosophical nuggets that will keep you thinking long after the episode ends.
#1: The rise of adaptive frameworks
Rob predicted a growing shift toward adaptive, flexible frameworks that embrace the unpredictable nature of IT environments. He argued that traditional approaches, like ITIL, need to evolve to remain relevant in a world where change is constant. ITSM teams, he suggested, should embrace complexity, viewing it as an opportunity rather than a hurdle.
Mark echoed this sentiment, emphasizing the importance of agility in navigating a volatile, uncertain, complex, and ambiguous (VUCA) world. He highlighted how organizations must rethink their approach to stability, viewing change not as an event but as a permanent state of operations.
#2: AI as an integral partner in ITSM
AI isn’t just here to stay—it’s poised to become a cornerstone of ITSM operations. Rob described how AI is already transforming his workflow, acting as an intelligent partner that extends human capabilities. By 2025, he predicted, AI will no longer be seen as a novelty but as a fully integrated part of IT service delivery.
Claire highlighted the need for a balanced approach, ensuring AI complements human efforts rather than replacing them. She stressed the importance of developing ethical guidelines and organizational strategies to manage AI’s growing influence.
#3: The human-centric shift in ITSM
Both Rob and Claire emphasized the need to focus on the human side of IT Service Management. Claire noted that successful ITSM is as much about understanding people and their needs as it is about deploying the right technologies. She predicted a rise in service designs and strategies that prioritize user experiences, driven by empathy and collaboration.
Mark added that this human-centric approach will require IT professionals to sharpen their communication and problem-solving skills. He encouraged ITSM teams to step out of their silos and engage more deeply with other departments to drive value across the organization.
#4: Sustainability and social responsibility in IT
Looking at broader trends, Mark highlighted the growing importance of sustainability and social responsibility in IT strategy. He pointed out that climate disruption, geopolitical shifts, and cyber risks are reshaping priorities for IT organizations. By 2025, he expects to see more companies aligning their IT goals with larger sustainability and ethical objectives.
Rob noted that workplaces will need to grapple with these challenges while fostering inclusive and diverse cultures. He predicted a future where IT leaders play a pivotal role in shaping not just technology but the broader workplace culture.
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#5: The continued evolution of cybersecurity
While cybersecurity challenges remain, the panel agreed that the field is evolving to meet them head-on. Mark highlighted the increasing reliance on compliance frameworks and proactive measures, which he believes will continue to mature. Claire stressed the importance of deeply understanding supply chain vulnerabilities, urging IT teams to prioritize risk management and resilience strategies.
Rob, however, took a more cautious view, warning that cybersecurity progress is still too slow to keep pace with growing threats. By 2025, he hopes to see more unified efforts to tackle these challenges at both organizational and industry levels.
Conclusion: Service Management in motion
If there’s one thing the 2024 Ticket Volume reunion taught us, it’s that IT Service Management is a constantly moving target. From adaptive frameworks and AI integration to human-centric strategies and sustainability goals, the trends shaping 2025 and beyond require us to stay curious, flexible, and collaborative.
As Rob reminded us, complexity isn’t a problem to solve—it’s a reality to embrace. Claire highlighted the need for balance, ensuring technology serves people, not the other way around. And Mark called on us to connect the dots between IT priorities and the bigger picture, from global disruptions to workplace culture.
The future of IT Service Management might be unpredictable, but it’s also brimming with potential. By leaning into innovation, prioritizing people, and staying engaged with evolving trends, IT teams can navigate this dynamic landscape and create lasting value for their organizations.
As always, Ticket Volume will be here to keep you informed, inspired, and one tep ahead. Stay tuned for more insights, and don’t forget to share this episode with your colleagues—it’s a conversation you don’t want them to miss! You can find the full episode on Apple Podcasts, Spotify, YouTube, or your favorite podcast platform.
