Modern IT service management (ITSM) is undergoing a significant transformation as organizations navigate the challenges of hybrid work, increased digital complexity, and the rapid adoption of AI-driven solutions.

The 2024 Gartner^® Hype Cycle^™ for IT Service Management (ITSM) provides a comprehensive overview of the latest innovations reshaping ITSM, such as AI applications, generative AI, and enterprise service management (ESM). “This Hype Cycle reflects the need to reimagine ITSM’s relevance in a progressive IT organization by showcasing innovations that challenge conventional ITSM practices that act as barriers to agility, speed and flow.”

ITSM trends discussed in this report:

• Faster resolutions and improved accuracy in triage, categorization and expert identification.
• The service response capability focuses on the provision of highly available and performant services by detecting and responding to potential or actual interruptions to a service or a reduction in the service quality. This is achieved through converging observability practices with incident management practices to create a dynamic and responsive discipline that effectively caters to the needs of the organization.
• ESM helps reduce application clutter and harmonize UX when consuming enterprise services through cooperation among support functions and by leveraging integrated workflows and service delivery capabilities, such as case management, self-service and knowledge management.
• Address organizational change management related challenges by forming a cross-functional collaboration team that develops the ESM strategy, plans and business communications.

Download the full Gartner Hype Cycle for ITSM, 2024, to explore the emerging technologies and innovations redefining IT service management and shaping the future of digital business operations.

Gartner, Hype Cycle for ITSM, 2024, Siddharth Shetty, Chris Laske 17 June 2024 GARTNER is a registered trademark and service mark of Gartner and Hype Cycle is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.

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