Planning for the future of your organization’s IT service management (ITSM) and wider service management capabilities has never been easy, now even less so thanks to the continued pressures of the global pandemic. To help, SymphonyAI Summit asked a number of service management authorities to predict what they deem to be the most important changes, or trends, for service management professionals to understand and address in 2021 and beyond.

The service management authority responses, while helpful in isolation, were analyzed for commonality and the top four areas of predicted future change were:

1. The introduction of intelligent automation into business, not just IT operations
2. Growth in the importance of employee experience
3. Increased digital workflow adoption across the enterprise (enterprise service management)
4. Changes to leadership styles and ways of working