ITSM Trends 2021 and Beyond: The Future of IT Service Management
In this legacy article we look at ITSM trends that were prevalent in 2021. As IT service management (ITSM) embraces new technologies, many organisations still lack the high-level capabilities needed to match their ambitions. In response, Freshworks partnered with the Service Desk Institute (SDI) to survey IT professionals and assess the current state of ITSM, identify key trends, and predict what’s next for the industry.
The Survey Overview
The survey, conducted in late 2020, captures insights from a diverse range of IT service management professionals. It includes responses from C-Level executives, IT managers, service desk staff, and consultants, with 60% from the UK and 40% from the rest of the world.
The Impact of Technology on IT Roles
The success of any business hinges on its workforce, processes, and technology. For IT service management, advanced technologies are reshaping service desk roles. Survey data shows that 97% of respondents believe technology has improved their working lives. However, the day-to-day responsibilities of service desk staff are evolving, with over two-thirds reporting a shift toward more complex, higher-value tasks.
The introduction of new technologies necessitates ongoing skills development. Without adequate training, employees risk falling behind or being replaced by automation. Most respondents agreed their organisations support skill-building to some degree, but many frontline workers struggle to balance training with their heavy workloads. As Iain Cameron, User Service Manager at the University of Aberdeen, highlights, “We ensure service desk agents get time for self-development by scheduling two hours every week.”
Future Skills for Service Desk Managers
The survey stresses that the future of ITSM is about prioritising people over technology. While technical skills remain essential, soft skills like empathy, adaptability, and problem-solving are crucial for a customer-centric approach. Future service desk managers will need a broad range of knowledge—focusing on depth in key areas while maintaining the flexibility to collaborate across teams.
The concept of T-shaped professionals—those with deep expertise in one area but broad knowledge across others—will become increasingly important. With AI and virtual assistants taking on frontline services, human expertise will be focused on specialist support.
Key Focus Areas for 2021
- Automation
Automation continues to be a top priority, with 36% of IT departments focusing on automating processes and ticket handling. Automated workflows help reduce team workloads while improving efficiency. AI and machine learning are also gaining traction, with widespread adoption of chatbots and AI expected within the next four years. - IT Security
IT security is the number one focus for IT service managers in 2021, driven by the shift to remote work. Cloud-based software, secure collaboration tools, and encryption are becoming vital as organisations navigate new security challenges. - COVID-19’s Impact on ITSM
The pandemic has presented significant challenges for service desk teams, from supporting remote workforces to accelerating digital transformation. Temporary solutions have become permanent, and IT teams are adapting to a new normal, with a continued focus on supporting both technical and emotional needs. - Employee Wellbeing
Nearly half of the IT professionals surveyed reported that COVID-19 negatively impacted their emotional wellbeing. Organisations are taking proactive measures, such as introducing ‘no meeting Fridays’ and promoting work-life balance, to reduce burnout and support their teams.
The Future of ITSM
Looking ahead, IT service desk professionals predict that successful ITSM leaders will prioritise:
- People-first approaches—both for customers and staff
- Ongoing training and development
- Remote and agile working
- T-shaped skillsets
- AI and automation
- IT security
- Digital transformation
- Employee wellbeing
These trends will shape the future of ITSM as organisations navigate the demands of a rapidly changing digital landscape.