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"The State of Service Management in 2024"

Artificial Intelligence, Enterprise Service Management, and the Pursuit of CX Excellence

This report, focusing on the state of service management in 2024, provides service management and technical support leaders with the essential insights and knowledge needed to make data-based decisions that will ultimately improve the services and support provided by their organizations and help them advance in their careers. Including:

• Staffing, skills, and development
• ITSM practices and operations
• ITSM emerging technologies and opportunities
• Expanding service management to the enterprise
• And more....

It illustrates current practices, processes, solutions, and strategies related to service management and enterprise service management.

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