ITSM must evolve with rapid digital transformation, hybrid work, and growing tech complexity. Experts identify three key areas of focus: (1) Experience-Centric Service Management, where service value is judged by users, not providers; (2) Stronger Business Acumen, as IT becomes integral to enterprise strategy; and (3) Deeper Tech Knowledge, to keep pace with cloud, containers, and edge computing. In addition, ITSM should embrace human-centered practices by promoting wellbeing, enabling purpose-driven teams, and shifting away from rigid authority models toward collaborative, value-focused workflows.

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