Service Management is constantly evolving as business pressures and ITSM tools develop. In the age of digital transformation, there is even greater pressure on IT service management to deliver the expert service required to keep an enterprise running smoothly, whilst also implementing and exploring new, innovative trends. 

As one of the most diverse areas within enterprise, there is, naturally, a broad range of areas for investment within the Service Management space to drive efficiency in processes, collaboration, security, incident response, change approvals, knowledge configuration, silo dismantling, the list goes on. 

With budgets limited and resources already spread thin, here are some of the more pressing trends in Service Management that any enterprise wishing to remain competitive should strongly consider exploring.  

Advanced Communication 

  • 86% blame a lack of collaboration or bad communication for team problems and failures. 

Effective communication underpins the success of any process, service and project. Modern workplace collaboration tools are conversational based; they talk about the issues rather than allow teams to actively take action to resolve them. In the future of ITSM, action will speak louder than words. 

See More: Actionable messaging for business processes 


  • Businesses waste up to 80% of their time on administrative tasks 

Time is precious and repeating models or time-consuming admin tasks should not take priority in a modern, efficient enterprise management team. Automation software is a key consideration to boost the efficiency of service management processes across the organisation. 

AI and Robotics 

  • 88% that don’t use AI explicitly use tech that relies AI in the workplace 

Whether you’re aware of it or not, Skynet is on the rise. Machine learning and AI have developed considerably and will be a key focus over the coming years as a way to improve process, customer and employee experience and boot productivity. 


  • 75% struggle to get information out of their existing systems 

Measurable metrics have always been a necessity for smart businesses. As the key to identifying ROI, areas for improvement and enabling the success of many actions, access to real-time and relevant data will continue to be critical priority. 


  • 88% believe consumer technology can improve job satisfaction 

The sad truth is that the technology we use outside of work is evolving faster than the often slow and outdated systems we rely on in our roles. Whilst understandable, as the millennial wave and growth in popularity of trends such as Bring Your Own Device alter the modern workplace, the technology we use in the office will need to keep up to keep teams happy and productive. 

Enterprise Service Management 

  • 92% believe there will be a bigger role for Service Management in 2017 

IT Service management have proven itself as an effective and efficient area that much of the wider business relies on. As the understanding of IT and Service Managements role increases, enterprises are adopting many of the logical processes in other areas of the business, including HR, facilities management and finance departments. 

Security Focus 

  • By 2020, over 25% of enterprise attacks will involve IoT 

IT threats are evolving fast. Nearly every week, a new security threat seems to make headlines, damaging reputations and causing panic amongst internal operations. Although IT security teams have been highlighting the dangers and risks of a poorly funded and neglected defence, increased visibility to the need for investment will see security as a major priority. 


Learn more about enhancing Service Management across the enterprise with Heed –

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