Introduction: ITSM, a Key Driver of Digital Transformation
Today, as companies accelerate their digital transformation, the importance of IT services is increasingly emphasized. The role of IT Service Management (ITSM) is becoming more critical, moving beyond simple IT support to creating business value. In 2025, ITSM is expected to establish itself as a key driver of digital innovation. It is time to reorganize ITSM strategies in line with the changing business environment and build a service management system for the future.
Core Concepts and Principles
ITSM is a management system focused on effectively managing the relationship between IT service providers and users, and improving the quality of IT services. The core principle of ITSM is to efficiently utilize IT resources through a service-centric approach and contribute to achieving business goals.
ITSM Processes
ITSM consists of various processes, with the following being representative:
- Incident Management: Rapidly restores IT service disruptions or failures to minimize business impact.
- Problem Management: Analyzes and resolves the root causes of incidents to prevent recurrence.
- Change Management: Systematically manages IT environment changes to reduce risks and ensure stability.
- Service Request Management: Efficiently processes user service requests and increases satisfaction.
- Configuration Management: Identifies and manages the components and relationships of the IT infrastructure to support efficient resource utilization.
Latest Trends and Changes
The ITSM market is showing continuous growth, and the following major trends are expected to appear in 2025:
- AI-Powered Automation: Leverages AI technology to automate ITSM processes such as incident classification, problem resolution, and service request processing, thereby improving efficiency.
- Enterprise Service Management (ESM): Expands the scope of ITSM from the IT department to other departments such as HR, finance, and facility management to establish an enterprise-wide service management system.
- Enhanced Governance: Establishes an ITSM governance system to strengthen the stability and security of IT services and reinforces regulatory compliance.
- Increased Importance of Human Factors: Despite the introduction of automation technology, the role of ITSM professionals remains important, making it crucial to secure and train skilled personnel.
- Product-Centric Operating Model: Shifts the service delivery method to a product-centric approach to provide more valuable services to customers.
Practical Implementation Strategies
To successfully implement ITSM, the following steps should be considered:
- Establish an ITSM Strategy: Develop an ITSM strategy linked to business goals and set priorities.
- Process Design: Design ITSM processes tailored to the organization based on ITSM frameworks (ITIL, COBIT, etc.).
- Solution Implementation: Implement solutions that support ITSM processes and consider integration with existing systems.
- Education and Training: Provide ITSM personnel and users with training on ITSM processes and solution usage.
- Performance Measurement and Improvement: Measure and analyze ITSM performance to promote continuous improvement.
ITSM and Digital Process Automation (DPA) Expansion Examples
- Automatic Ticket Generation
- Automatic Account Creation/Modification/Deletion
- Task Assignment and Modification
- Multiple Request Processing
- Automatic Input of Processing Results
Expert Recommendations
💡 Technical Insight
Cautions When Introducing Technology: When introducing AI-based automation solutions, it is important to ensure data quality and transparency in automated decision-making processes. Additionally, prepare for potential workforce reductions due to automation.
Outlook for the Next 3-5 Years: ITSM will transition more rapidly to cloud-based services, and prediction-based service management using AI and machine learning technologies will become more important. Furthermore, as ESG management spreads, ITSM strategies that consider the sustainability of IT services will be required.
Conclusion
ITSM is an essential element in strengthening a company's competitiveness in the digital transformation era. Actively embrace the 2025 ITSM trends, such as AI automation, ESM expansion, enhanced governance, and the increasing importance of human factors, and establish and implement ITSM strategies tailored to the organization. Improving the quality of IT services and contributing to business value creation through ITSM innovation is a key strategy for successful digital transformation.