Where is IT Service Management (ITSM) heading?
19–21 May 2026
Focus on ITSM. SERVIEW SUMMIT 2026
LÖSUNG|N will be there.
The SERVIEW Summit 2026 will once again bring together specialists and executives from 19 to 21 May 2026 to discuss key issues relating to IT service management. The focus will be on current challenges and developments – from governance and compliance, through cybersecurity and resilience, to automation and AI in ITSM.
We have summarised the key ITSM trends for 2026, as we see them, for you.
IT Service Management: Trends for 2026
ITSM remains a key component of digital transformation in German companies. Today, it no longer merely manages IT operations, but contributes directly to value creation. Companies regard ITSM as highly relevant to their business, and the majority now view their IT as a crucial enabler of efficiency and transformation.
ITSM and cybersecurity
The tense cyber security situation in Germany is increasing the need for robust ITSM and structured incident management. Many IT departments are no longer operating reactively, but are now faced with the task of systematically strengthening incident and problem management. IT service management is thus becoming a key tool for ensuring the resilience and recovery of critical services. Security, governance and compliance requirements are becoming integral parts of ITSM processes.
ITSM and AI
AI is evolving from supporting functions (suggestions, responses) towards systems that act independently, namely AI agents.
These systems can classify, process and close tickets without human intervention. Even more complex tasks are increasingly being handled autonomously. The use of AI is driving automation in ITSM.
With the help of AI, it is also becoming possible to identify problems before they occur or are reported. The focus of ITSM is thus shifting from a reactive, incident-driven approach to a preventive one.
This also brings a clean database into focus as the foundation.
Conclusion
The current developments can be summarised as follows:
- Technological
Generative AI → Agent-based AI
Automation → Autonomy - Operational
Ticket handling → Self-healing services
Reactive → Proactive / Preventive - Organisational
Service Desk → Intelligent service platform
ITSM → Governance and management model
ITSM is evolving into an AI-powered platform for: automation and autonomy, resilience and prevention, governance and compliance.
This development marks a shift away from a reactive ticketing system towards an intelligent, data-driven service system that also acts proactively and ensures the organisation’s resilience.
LÖSUNG|N is your specialist for
- ITSM
- Cybersecurity
- AI
- Regulatory framework
Among other things, LÖSUNG|N helps organisations select the right system in line with their processes, structures and objectives.
We often take on the role of a sourcing advisor in this process.
We start by gaining a comprehensive understanding of the organisation and its operations. Building on this, we optimise processes, guide the selection of tools and provide support during implementation.
SERVIEW 2026: The ITSM Conference
When? 19–21 May 2026
Where? Seeheim-Jugenheim
We’re in! We look forward to hearing from you!