Top 5 ITIL® Trends to Watch Out For 2024

Posted by Marbenz Antonio on November 13, 2023

The introduction of the ITIL® (Information Technology Infrastructure Library) framework has successfully aligned information technology with the operational needs of organizations. Over the years, this framework has proven beneficial for organizations of various sizes, as well as government bodies and universities, enabling them to operate efficiently and achieve their respective objectives.

A significant milestone in IT Service Management (ITSM) for the year 2024 was marked by the introduction of ITIL® 4. This latest iteration empowers IT professionals to spearhead digital transformation within their organizations, ultimately enhancing overall work efficiency.

Before delving into the anticipated trends in ITIL and ITSM for 2024, it’s essential to grasp the meanings behind these terms.

Information Technology Service Management (ITSM)

ITSM, or Information Technology Service Management, encompasses the array of organizational activities, processes, policies, and procedures undertaken to implement, enhance, and uphold IT services.

Information Technology Infrastructure Library (ITIL)

ITIL®, the preeminent approach to IT Service Management (ITSM), centers on harmonizing IT services with the requirements of business through a set of best practices.

Now, let’s delve into the intriguing ITIL® trends to anticipate in 2024!

1. Adoption of AI-supported ITIL® Practices

The integration of AI and ML is poised to revolutionize conventional ITIL® practices, ushering in two significant transformations in the realms of business and professional operations: the automation of routine tasks and the utilization of data analysis to navigate both present and future industry trends.

While the widespread adoption of AI or increased automation might raise concerns about job displacement across various industries, the implementation of ITIL® methodologies ensures streamlined processes in diverse business scenarios.

2. Better Customer Experience and Engagement

In the contemporary business landscape, providing an exceptional customer experience is a hallmark of success. In 2024, ITIL® is set to play a pivotal role in enabling businesses to tailor their products and services, ensuring they align precisely with the unique expectations of their customers. Leveraging ITIL 4’s 7-step continual improvement model, organizations can elevate their ability to deliver a superior customer experience. This approach is proven to be advantageous for enterprises catering to both businesses and individuals. Through the establishment of effective processes and boundaries, ITIL 4 not only enhances transparency but also elevates user experience, propelling organizations toward success.

3. Collaboration of DevOps and ITIL®

Traditionally, ITIL® has primarily focused on ensuring the seamless operation of ticketing systems. When a ticket is raised, conflict resolution typically involves a series of steps, often executed by different individuals or teams. In contrast, DevOps strives to automate the entire ITIL® process, particularly addressing substantial challenges within configuration, release, and deployment management processes.

In 2023, the integration of DevOps with ITIL® practices is poised to enhance workflow efficiency significantly. This collaboration will eliminate undue reliance on personnel, accelerating the delivery of business solutions.

4. Better Employee Satisfaction

A recent study on employee engagement highlighted that companies with engaged employees experience a remarkable 81% higher customer satisfaction. Among employees who feel engaged at work, the primary motivator often cited is the recognition of their efforts. ITIL 4 emphasizes the importance of achieving workforce enablement through research-backed strategies.

Companies that have not yet embraced ITIL 4 in this context should consider its adoption for enterprise success, particularly within this year. Recommendations from industry experts include the adoption of cloud-based services, offering employees the flexibility to work remotely, and developing processes that contribute to their well-being. Ultimately, fostering a positive work environment is crucial, as content and engaged employees significantly contribute to overall customer satisfaction.

5. Higher Information Security

In the digital era, every company across diverse sectors maintains an online presence, leading to a rapid transfer of data. However, this transfer is not always immune to security threats. While information is vital for organizational success, ensuring its security and privacy must be a top priority.

In 2024, information security will take precedence in all ITIL 4 practices. All operational processes under ITIL® will align with universal security standards. In any business setting, ITIL® Information Security Management (ISM) will guarantee that information security across all services remains in complete alignment with both IT and business security standards. This ongoing process will not be a one-time effort but a continuous commitment, aimed at preventing potential risks, threats, and losses.

The Way Forward in 2024

Enterprises that wholeheartedly adopt ITIL 4 throughout their organization, from management to the workforce, are poised to reap substantial benefits in 2024. The IT space holds significant untapped potential, and staying informed about the latest trends in ITIL will guarantee heightened work efficiency and cost reduction.


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