In this episode of Ticket Volume, Matt Beran reunites with ITSM legends Rob England, Claire Agutter, and Mark Smalley to explore how 2024 shaped IT Service Management and what trends will define the years ahead. This dynamic conversation revisits last year’s predictions, reflects on the year’s pivotal events, and delves into the evolving landscape of Service Management.

Here’s a sneak peek:

1. Why the open-source model faced challenges in 2024—and what it means for IT teams.

2. How AI is transforming workflows and becoming an integral part of ITSM.

3. The rise of niche professional communities and the shifting role of platforms like LinkedIn.

4. Cybersecurity wake-up calls and strategies for securing IT supply chains.

5. Predictions for 2025, including human-centric ITSM, sustainability, and adaptive frameworks.

Join us for a thought-provoking discussion packed with insights, advice, and a few philosophical gems from three of ITSM’s brightest minds. Whether you’re an IT pro or just curious about the future of Service Management, this episode is a must-watch!

Don’t forget to like, subscribe, and share your take on the trends shaping ITSM in the comments below!