IT Service Management (ITSM) has long been a cornerstone of effective IT operations and provides a structured framework for the provision and management of IT services. However, the familiar ITSM landscape is changing rapidly, driven by a range of new challenges that require a re-evaluation of traditional approaches. The “new normal”, characterised by evolving work patterns and technological advancements, presents unique hurdles for IT departments striving to maintain seamless service delivery.

What’s clear is that ITSM can no longer rely on the 9-to-5 paradigm of the past.

The emergence of hybrid and remote workforces, accelerated by global events, has fundamentally changed the concept of the workplace. Teams are now distributed across geographical boundaries and time zones and require IT support that extends beyond traditional working hours.

Gone are the days when you could have a quick chat with a nearby IT colleague about a password issue, replaced by the need for 24/7 availability and support. This shift requires a rethink of how IT services are delivered and managed, moving away from the traditional on-site support model to a more flexible and responsive approach.

Consider these key challenges impacting ITSM today: