Much has changed in the world of IT service management (ITSM) over the last few years, and your organisation has likely wondered whether its existing toolset (which might be a “homegrown” ITSM tool) is still fit for purpose. It would not be alone if this were the case, and if so, ITSM tool selection can seem pretty daunting, especially if it’s not that long since the current tool was selected.

It’s the time of year when social media is awash with links to “IT service management (ITSM) in 2023” articles and blogs. These opinions and insights can be helpful to ITSM practitioners, assisting them in forming their future vision for IT service delivery and support. However, practitioners can and should also benefit from looking back. To this effect, this blog tries to capture and share what we, as an ITSM industry, learned about ITSM in 2022.