2025 marks an inflection point for organizations still managing service delivery with outdated, siloed ITSM practices. As complexity grows, reactive service models are no longer sufficient.
Today’s service organizations must shift from traditional support structures to proactive, enterprise-wide service strategies that elevate both performance and experience.
This transformation is not a technology change – it’s a mindset shift.
The End of ITSM as We Know It
Legacy ITSM focused heavily on managing incidents and fulfilling tickets. It was built for control, not agility. But digital enterprises operating at scale need more than basic ticketing: connected systems, real-time data, and fluid collaboration between IT and business units. This means moving from IT-centric service desks to platforms that support enterprise-wide service delivery, with embedded workflows, shared data models, and smart automation.
It’s not just about doing ITSM better. It’s about delivering service in a way that reflects how organizations actually operate: cross-functional, dynamic, and outcome-driven.
Enterprise Services at the Core of Modern Operations
A modern approach to service management breaks down departmental boundaries. Support is no longer just an IT concern, but integral to HR, Facilities, Finance, Legal, and beyond. These functions all rely on services, requests, approvals, and issue resolution. When managed within a unified framework, the enterprise benefits from shared insights, consistent user experiences, and faster time-to-resolution.
True enterprise service management enables any team to design, automate, and continuously improve their own service processes, without relying on developers or consultants. The result? A democratization of service innovation.
Proactive, Not Reactive: The Automation Imperative
Too often, organizations delay service automation under the misconception that it’s complex or costly. But inaction is the greater risk. Without automation, service teams are buried under repetitive tasks, delays compound, and user frustration mounts.
Forward-thinking service organizations are embedding intelligent workflows that not only automate routine tasks but also anticipate demand and resolve issues before users even notice. These aren’t futuristic ambitions; they are proven capabilities, with 58% of organizations adopting them across multiple business functions, according to a survey by ITSM tools. This shift is helping teams scale operations and free up capacity for innovation.
The most advanced service platforms blend low-code configuration, dynamic workflow orchestration, and observability tools into a single, coherent environment. With this foundation, service becomes continuous, adaptive, and measurable.
A Better Experience Everywhere
The experience of service has become just as important as its delivery. Employees expect intuitive, consumer-like interactions: simple requests, fast fulfillment, and transparency throughout. Service platforms that surface relevant knowledge, recommend actions, and personalize interactions at scale are redefining what good looks like.
Crucially, these experiences must be seamless across departments, accessible across devices, and aligned with real-time data. The new standard of great service isn’t reactive. It’s pre-emptive, precise, and already underway.
Where the Leaders Are Headed
The shift from reactive ITSM to enterprise-wide service ecosystems isn’t optional for organizations seeking agility, resilience, and digital maturity. Leading enterprises are embracing platforms that unify service design, integrate across functions, and scale through automation.
These leaders aren’t waiting for the future of service; they’re building it now.
SOURCE: Kirstie Lingel ( 2025 July 28) Rethinking ITSM : Why 2025 Demands a Shift to Intelligent Enterprise Service Management. IFS Blog. https://blog.ifs.com/2025/07/rethinking-itsm-why-2025-demands-a-shift-to-intelligent-enterprise-service-management
