TOP trend for Service Management in 2022

Among the main trends for Service Management, the future certainly promises key macro-trends in the management and optimization of services.

From the increasingly massive use of Artificial Intelligence and Machine Learning technologies, to the optimization of support and internal processes, focused on improving the User Experience at the Enterprise level.

Here are the top Service Management trends to watch for in 2022.

The 3 top trends for Service Management

Service Management determines the efficiency and effectiveness of corporate strategies, impacting the various business units, from Operations to Customer Service. Therefore, the goal of this process is to constantly evolve to improve and optimize productivity in the delivery of services and reduce management costs.

In 2022, there will be 3 main trends for Service Management: intelligent automation of processes and IT support, the extension of ITSM functionality at the Enterprise (ESM) level and the widespread adoption of Artificial Intelligence.

Here they are listed below.

1 - Increase of Intelligent Automation for support and assistance services

Next year “intelligent process automation” will be as one of the main trends for specific Service Management operations and activities.

What is it about? Intelligent automation combines a variety of technologies, such as Artificial Intelligence and Machine Learning to automate processes more effectively.

In particular, Machine Learning is used to facilitate self-service in support and assistance activities.

For this reason, its adoption can lead to:

• Improve the quality of the services provided
• Reduce service management costs
• Increase speed and productivity
• Improve decision-making processes by offering new data in real-time.

Thanks to intelligent automation, the resources dedicated to support can focus more concretely on the management of complex problems, leaving the most frequent and repetitive standard procedures to automatic processes.

These advanced features will lead to a continuous improvement of both the end user and customer experience, fully elevating the value of Service Management.

2 - Extension of ITSM functionalities to the Enterprise level

The concept of Enterprise Service Management (ESM), meaning the use of ITSM capabilities in other business functions (to improve operations and results) is a trend that will continue to persist into 2022.

In fact, the ESM is not a new trend, but it is spreading radically in companies, as the importance and value of effective management of services at a company level are being understood.

According to statistics reported by the Service Desk Institute, the level of adoption of business service management is already significant: starting from the second quarter of 2021, two thirds of organizations (68%) have adopted business service management strategies. This figure is increasing compared to 2019 when there were only 43% of them.

Despite this increase in the ESM, there is still an uncommon trend of adoption in SME, which are starting to set up the organization of services in the early stages of management. Conversely, larger organizations are more likely to be well advanced with their business service management strategies.

Organizations adopting ESM can see many benefits, including:

• Increase in productivity
• Improved visibility and control
• Greater user satisfaction
• Greater competitive advantage
• Increase in ROI

Among the reasons why, in the last period, there has been a push towards the extension of services to the Enterprise level, there is certainly the release of ITIL 4.

The popularity and success of ITIL 4 have prompted other departments to use the same strategies and processes outside of IT, including facilities management, accounting, finance and human resources.

Enterprise Service Management takes these strategies and uses them to improve efficiency in the design of services at the company level, increasing user satisfaction and supporting the needs of the business.

3 - AI Service Management

One of the biggest trends for Service Management in 2022 will be a massive propensity to adopt Artificial Intelligence (AI) technologies.

Organizations that adopt tools that promote natural language processing (NLP) and Machine Learning will achieve the optimization of business processes, new clustering, better knowledge management to increase the use of self-service and automate incident responses.

According to David Groombridge, vice president of research at Gartner, at the annual Gartner IT Symposium/Xpo Americas conference:


By 2025, 10% of firms that establish AI engineering best practices will generate at least three times more value from their AI efforts than 90% of firms that don't.


What does it mean to apply Artificial Intelligence to Service Management (AISM)? It is an emerging approach that aims to solve the growing challenges of traditional IT Service Management by focusing on:

• Proactive prevention
• Faster recovery of services
• Rapid innovation
• Focus on employee and customer experience

AISM can help companies meet the expectations of fast, accurate and scalable services.

Pat's vision on new trends in Service Management

As described in the article on the main trends for Service Management, in 2022 companies will have to focus on the use of intelligent technology to automate activities with a view to optimizing services at the Enterprise level.

Pat HelpdeskAdvanced's solution, which is entering the new year with version 11, responds to these trends by proposing news and specific features that can meet the growing needs of automation, User Experience and AI companies.