In an era where Artificial Intelligence is redefining IT operations, ITSM is not losing its relevance. On the contrary, it is evolving into a critical connecting link between technology, business strategy and innovation, providing the framework for a transformation that delivers real value.<\/p>\n
In recent years, almost every conversation about IT ends up at Artificial Intelligence. AI agents, LLMs and automation are shaping organizations’ agendas and, understandably, attracting the greatest interest. In this environment, one often hears the view that IT Service Management is now an outdated approach that will gradually give way to new technologies.<\/p>\n
My personal view is different. After more than fifteen years of involvement in IT Service Management, IT Governance and Digital Transformation projects, I have observed that every major technological change increases \u2013 rather than reduces \u2013 the need for a mature framework for governing and managing IT services. The challenge, therefore, is not to replace ITSM, but to redefine its role within a complex and constantly changing VUCA environment (Volatility, Uncertainty, Complexity and Ambiguity).<\/p>\n
A few years ago, the success of an IT department was measured mainly through indicators such as system availability, incident recovery time or SLA achievement. These indicators are still valuable, but today they are not enough to describe IT’s real contribution to the business.<\/p>\n
In the discussions I have with CIOs and senior business executives, the questions are now different: How is the customer experience affected when a digital service degrades? How can Artificial Intelligence be used without increasing business or regulatory risk? How quickly can an organization adapt to new market demands? In my opinion, these are not questions outside ITSM. They are exactly the questions that modern IT Service Management is called upon to answer.<\/p>\n
The notion of service has now broadened. A modern digital service includes applications, infrastructure, data, cloud, automation, external providers, cybersecurity, regulatory compliance, user experience and, increasingly, Artificial Intelligence solutions. As this complexity grows, so does the need for a common operating framework that ensures everything works in coordination towards a shared business goal.<\/p>\n
This, I believe, is where the real value of ITSM lies. Not as a collection of processes applied mechanically, but as the mechanism that connects people, technology, information and business priorities. As the framework that allows an organization to innovate without losing control and to turn technology into measurable business value.<\/p>\n
That is why I believe the discussion should not be whether ITSM remains relevant. The real discussion is how we will evolve it so that it continues to be the connecting link between technology and business strategy. If we succeed, ITSM will not merely be part of IT’s present; it will be one of the main reasons this transition succeeds.<\/p>\n
BY GIORGOS MATROZOS, PMP, ITIL 4 MASTER, HEAD OF IT PMO & GRC DEPT, HELLENIC TRAIN, ITSMF HELLAS MEMBER <\/strong>netweek OCTOBER 2026<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":" In an era where Artificial Intelligence is redefining IT operations, ITSM is not losing its relevance. On the contrary, it is evolving into a critical connecting link between technology, business strategy and innovation, providing the framework for a transformation that delivers real value. In recent years, almost every conversation about IT ends up at Artificial […]<\/p>\n","protected":false},"author":69,"featured_media":10768,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[19],"tags":[],"class_list":["post-10770","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles"],"yoast_head":"\n