ITIL Training blog

For IT teams, effectively measuring and reporting performance in IT service management (ITSM) is crucial for continuous improvement, strategic decision-making, and demonstrating value to stakeholders. While reporting and measurement are often a low priority on the to-do list, they are vital for ensuring IT services align with business objectives and deliver optimal value.

Cloud computing has emerged as a critical technology underpinning the growth and transformation of businesses across various sectors. In fact, our 2024 research report found that 76% of organisations plan to develop cloud skills this year. As businesses increasingly migrate to cloud platforms to benefit from scalability, flexibility, and cost-efficiency, the demand for skilled cloud professionals has skyrocketed.

IT service management (ITSM) encompasses a wide array of functions designed to ensure the effective design, delivery, management, and improvement of IT services within an organisation. As businesses increasingly rely on technology for their day-to-day operations, the demand for skilled ITSM professionals continues to grow.

Delivering service excellence in IT Service Management (ITSM) has become a priority for many organisations as they adapt to changing customer expectations and commit to staying ahead of the competition. However, creating service excellence means a transition from reactive to proactive operations. The strategic harnessing of data analytics, a process that transforms raw data into actionable insight, fuels proactive ITSM.

Digital transformation is an imperative process for organisations aiming to remain competitive and relevant in today’s fast-paced digital world. Integrating ITIL® 4 into this journey provides a structured and strategic approach that aligns IT services with the broader business goals.

Artificial intelligence (AI) has already emerged as a game-changer for IT Service Management (ITSM). AI in ITSM is not just an innovative trend but a necessity to enhance efficiency, reduce operational costs, and improve customer satisfaction.