In today’s digital environment, incidents can have an immediate impact on revenue, customer trust, and team productivity. Traditional IT Service Management (ITSM) approaches often struggle to keep pace with cloud-native, distributed, and AI-driven ecosystems. Organizations are now rethinking ITSM not as a process-heavy function, but as an adaptive platform that blends automation, collaboration, and intelligence.
As organizations modernize, ITSM isn’t disappearing — it’s evolving from ticket queues into intelligent automation platforms that bridge the gap between development, operations, and business continuity.