Kill Your ITIL: Why CIOs Abandon Traditional Service Management
The evolution of IT service management is highlighted, emphasizing the shift from rigid frameworks like ITIL to more adaptive, automation-driven systems that prioritize immediate problem-solving and minimize bureaucratic delays. The future of service desks lies in proactive orchestration and automation, focusing on enhancing user experience rather than merely processing tickets. Cultural changes are required to support this transition, emphasizing trust in automation and self-service capabilities.








