At a technology company, a support team is working around the clock to resolve a critical failure. While the alerts keep coming in, an AI analyzes the incident and suggests a solution before the technicians find the problem. This scene, which seemed distant a few years ago, is just a reflection of ITSM trends in 2025.

IT service management will no longer focus on solving problems, but on anticipating them. Beyond innovating, these trends represent a shift in how organizations manage their processes and improve their customers' experience.

In this article, we will examine the lessons of 2024 and explore the key trends that will define the direction of ITSM in 2025. Read on to discover how these innovations are paving the way for a future full of opportunities.

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ITSM in 2024: A year of transition and learning

2024 was a year of significant changes in IT service management, where AI became an essential tool. According to a study conducted by ManageEngine, 71% of organizations initiated its adoption in areas such as IT support and process management.  

On the other hand, the transition to cloud-based solutions continued to consolidate. The flexibility to manage services in hybrid and multi-cloud environments was one of the most prominent themes, responding to the need to integrate diverse technologies without compromising efficiency.

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However, not everything was easy: implementing these innovations meant overcoming challenges. From adjusting internal processes to forming alternate teams to work with new technologies, 2024 was a year of constant learning.

All these experiences laid the groundwork for ITSM trends in 2025, marking a starting point for exploring even more advanced solutions.

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5 key ITSM trends for 2025

Before we dive into each trend, it is important to understand the context that has shaped this scenario. Every advance in technology has led organizations to seek new ways to optimize processes, improve user experience and adapt to increasingly complex environments.  

With the learnings and transformations of the last few years as a foundation, the next cycle promises innovations that will redefine the way IT areas operate and influence the way services are designed and delivered at all levels.

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1. AI agents for proactive management

In 2025, AI agents will transform IT service management. These systems stand out by not just solving problems, but anticipating them, optimizing processes, and elevating the experience of both agents and end users.  

Why is it a trend?

The introduction of AI agents in ITSM is much more than a software upgrade: it is a necessary evolution in the face of growing technological demands and customer pressure for more efficient and agile services.  

• From reactive to proactive: IT teams no longer have to wait for incidents to occur. With AI agents, they can anticipate problems and make strategic decisions based on real-time data.  ‍
• Time for the strategic: By automating routine tasks, AI agents free IT professionals to focus on high-impact projects.  ‍
• Technology resilience: AI agents can adapt to complex and rapidly changing environments, offering solutions that evolve along with business needs.  

In this scenario, investing in artificial intelligence ceases to be a technology decision and becomes a brilliant strategy to build customer loyalty and stay competitive.  

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2. Governance of AI in ITSM Platforms

As AI becomes more deeply integrated into IT operations, a critical need arises: to ensure this technology is accountable, transparent, and aligned with organizational values.  

This is where AI governance comes in, a set of principles designed to ensure this technology is used ethically and without compromising innovation.

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Why is it a trend?

AI governance in ITSM platforms is a technical requirement that, if used correctly, can become a strategic component to protect business integrity and success.    

• Transparency in decision-making: IT teams need to know how and why AI make decisions, especially when they affect customers.
• ‍Regulatory compliance: With increasingly stringent regulations, AI governance platforms help companies avoid legal risks and protect their reputation.
• ‍Trust building: When customers perceive that technology is fair and aligned with ethical values, acceptance and satisfaction increase.  

By implementing this ITSM trend, companies can protect themselves against risks. It also ensures that AI works for the benefit of all, balancing innovation and accountability.  

3. Low-Code Solutions in ITOM

IT operations management (ITOM) is evolving thanks to low-code development platforms. These tools allow non-technical users to create and automate complex workflows without the need for in-depth programming skills.  

This approach democratizes technology, allowing more people within organizations to actively participate in optimizing processes and solving IT problems.  

Why is it a trend?

Implementing low-code solutions in ITOM, in addition to expanding the IT teams' capabilities, also maximizes collaboration between areas and improves operational efficiency.  

• Access to advanced tools: Non-technical users can now build customized workflows with intuitive interfaces and visual tools.
• Accelerating digital transformation: Enabling more employees to participate in IT process management reduces implementation times and increases business agility.
• Resource optimization: By reducing dependency on specialized developers, organizations can distribute their technical resources to more impactful strategic projects.  

Low-Code platforms are a cultural shift that fosters creativity, ushering in an era where any employee can be an agent of change and drive digital transformation.

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4. Security against disinformation

In a world where digital threats are evolving as fast as solutions, misinformation has become a critical challenge. From deepfake-based spoofing to coordinated attacks, the ability to identify, mitigate, and prevent these threats is now a key priority.

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Why is it a trend?

Misinformation can erode internal and external trust, weakening relationships with customers, employees and other stakeholders. IT teams must be prepared to deal with this threat if they want to protect the credibility and strength of the organization.    

• More sophisticated threats: AI-powered tools allow hackers to create emails, messages and interactions that are nearly impossible to distinguish from the real thing.
• ‍Operational impact: The spread of false information can divert resources, cause service disruptions and generate chaos at critical times.
• ‍Reputation protection: In an interconnected world, a poorly managed disinformation incident can cause irreparable damage to an organization's image.  

Companies that prioritize information security and take measures to protect themselves from disinformation will be better positioned to face future threats and protect their market leadership.

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5. Energy-efficient IT services

Sustainability is no longer an option but a key trend for ITSM. With the increasing use of advanced technologies, such as AI and massive data centers, companies will be looking to balance innovation and environmental responsibility.

Why is it a trend?

Adopting efficient ITSM trends not only means energy savings, it represents a commitment to more responsible operations aligned with the environmental values of organizations.  

• Carbon footprint reduction: Data centers and AI solutions are large consumers of energy. Efficient computing helps minimize this consumption, promoting more sustainable practices.
• Operational cost savings: Implementing optimized hardware and software reduces energy and maintenance costs without sacrificing performance.
• ‍Compliance with environmental regulations: More and more countries are requiring companies to adopt environmentally friendly practices. Efficient computing facilitates this compliance in a practical and cost-effective way.  

Organizations that integrate sustainability into their technology practices will be laying the foundation for a resilient business model. Thus, they will adapt to market demands without compromising their commitment to the planet.

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How to prepare for ITSM trends in 2025?

To make the most of ITSM trends in 2025, it is essential to design a clear plan that combines strategy, training and accountability. Here are some tips to help you meet these challenges and maximize the impact of technology on your organization.  

Adopt emerging technologies with strategy: Identify the tools that best align with your organization's objectives. Then, prioritize solutions that not only solve current problems but can also scale with future needs.  

• Adopt emerging technologies with strategy: Identify the tools that best align with your organization's objectives. Then, prioritize solutions that not only solve current problems, but can also scale with future needs.
• ‍Invest in ongoing training: Empower your team with a training plan, focusing on areas such as automation, data management and AI governance.  ‍
• Promote sustainability and ethics in IT: Align ITSM strategies with sustainable and responsible practices. This way you can ensure that environmental and social impacts are considered in every technology decision.  ‍
• Ensure resilience and security: Strengthen threat detection and response capabilities, including specific solutions to combat misinformation and protect critical data.  

Preparing for the future of ITSM is not just about adopting new technologies, it is about embracing a change in mindset. Organizations that make this transition will be ready to meet the challenges of 2025 and will be able to create a new standard in IT service management.