Enterprises opted for ITSM technologies in 2024 primarily to achieve business efficiency, enhance productivity, and advance IT operations.

However, as IT teams become more dispersed and remote or, hybrid working becomes a norm, a single platform that efficiently and effectively fulfills users’ requirements has never been more crucial.

In the last two years, the challenge of standing firm in the market, offering more robust and powerful IT solutions to the customer, and technical difficulties have added pressure and possibilities for improvement.

As organizations continue to recover and progress after the pandemic, five major ITSM trends for 2024 will be the focus of IT service desks.

From using artificial intelligence and machine learning technology to streamlining existing processes, let’s look at the five ITSM trends that will undoubtedly play a significant part in the evolution of our workplaces in 2024.

1. Enterprise Service Management (ESM)

After being a popular trend for the last few years, Enterprise Service Management (ESM) will continue being a popular ITSM trend in 2024.

ESM is the system of applying the best practices of ITSM across the organization in various business activities like HR, facilities management, accounting, finance, etc., intending to improve their operations, increase user satisfaction, and service larger business goals.

Organizations can get comprehensive insights into their service operations while gaining broader access to tracking company resources, service obligations, and customer requests by extending service management principles outside of IT to the whole organization.

By implementing ESM, organizations can reap various benefits, like enhanced productivity, improved visibility and control, reduced wastage, increased user satisfaction, and better ROI.

2. AI-enabled Service Management

According to research, ticket volumes in ITSM have climbed by more than 35% in the last year, owing largely to a rise in remote work.

To manage such an increased workload with limited resources, businesses must adopt tools and technology that decrease the amount of manual labor required for their IT teams. The solution is Artificial intelligence (AI).

So, it is no surprise that Artificial intelligence (AI) is one of the most crucial ITSM trends for 2024 and the overall IT industry.

Artificial Intelligence Service Management (AISM) is the application of artificial intelligence to service management, providing fast, accurate, and scalable services.

AISM is a new strategy that tries to address the growing issues of conventional IT service management by concentrating on proactive prevention, faster service restoration, rapid innovation, and employee and customer experience.

Organizations can use AI for Machine Learning (ML), Natural Language Processing (NLP), business process optimization, automated incident response, and knowledge management.

3. Automation

For years, automation has been one of the top ITSM trends, and this year is no different.

ITSM is intended to make life simpler for users and service providers.

This entails lowering the number of manual processes, relying on automation, and involving IT service desk personnel only when absolutely essential.

Several technologies such as AI, Robotic Process Automation (RPA), and Machine Learning (ML) are involved in automating processes in meaningful ways.

As a result, automation helps organizations improve the quality of their services, enhance productivity, and lower costs.

ITSM exists to supplement, not replace, the human experience. In 2024, more and more organizations are expected to use automation through machine learning and virtual agents to resolve L1 tickets and support their teams to concentrate on more complex, higher-priority problems.

4. Agility

The last two years have taught us that an organization’s agility is vital to its survival in critical situations. Agility is vital in ensuring business continuity and disaster recovery.

So, it is essential to have the right technology in place, but it is equally essential to be prepared to keep the organization running if those solutions fail.

ITSM methodology, like contemporary software development, must become agile to keep up with pandemic requirements and people’s expectations in 2024.

To guarantee that service desk teams can adapt to whatever comes next, organizations need to adopt an agile strategy for

ITSM. They start small and develop progressively, iterating to consider what is working and where improvements can be made.

5. Hybrid Work Environments

The COVID-19 pandemic has brought about the need for digital transformation in practically every area of the workforce. It is no longer an ambitious goal but has become a standard competitive necessity for every organization.

That includes providing consumer-grade experiences not only for customers but also for employees. In 2024, with most people worldwide still working from home and more permanently, organizations will feel compelled to take their digital transformation to the next level to succeed in a hybrid work environment.

To achieve more efficiency, better productivity, and reduce operating costs in a distributed work environment, ITSM processes and tools and their integration with other technologies will play a critical role.


All organizations aim to have efficient and scalable IT service management processes. These trends for 2024 demonstrate that ITSM is more vital than ever.

Motadata’s ITSM platform, ServiceOps, can help you stay ahead of these service management trends with in-built automation, AI-enabled ticket management, virtual agent, and enterprise service management capabilities to streamline your service delivery across a distributed workforce.

Download our 30 days free trial to see how Motadata ServiceOps can help you make 2024 the year of your digital transformation!