This article shares the results of the 2025 content poll based on 176 responses. There are also insights into how ITSM trends have changed over time, some trend-related opinions, and links to existing trend-related ITSM.tools content that might still help.
How the topics poll works:
We made an anonymous ITSM trends Google form poll
available in December 2024. The poll respondents could choose their five most important ITSM topics or trends for 2025 (in the context of needing help). The other option was free-form to catch other topics.
Now, we’re sharing the ITSM trends for 2025 poll results. Still, we’re not going to tell you what to focus your IT organization’s attention on in 2025; it’s just an insight into what the ITSM community thinks is important. Of course, this poll data could be used to sense-check your 2025 ITSM improvement plans.
The 2025 ITSM trends poll results at a glance
Here’s a quick snapshot of the 2025 ITSM trends poll (in case this is all you need):
The top five ITSM trends for 2025 are:
-Governance (including AI governance) (37%)
-Generative AI (GenAI) (35%)
-ITIL/ITSM “advanced” capabilities (31%)
-Value demonstration (28%)
-People (including attitude, behavior, and culture (ABC)) (27%)
Versus the top ITSM trends for 2024:
-Artificial intelligence/machine learning (44%)
-Value demonstration (32%)
This article shares the results of the 2025 content poll based on 176 responses. There are also insights into how ITSM trends have changed over time, some trend-related opinions, and links to existing trend-related ITSM.tools content that might still help.
How the topics poll works:
We made an anonymous ITSM trends Google form poll
available in December 2024. The poll respondents could choose their five most important ITSM topics or trends for 2025 (in the context of needing help). The other option was free-form to catch other topics.
Now, we’re sharing the ITSM trends for 2025 poll results. Still, we’re not going to tell you what to focus your IT organization’s attention on in 2025; it’s just an insight into what the ITSM community thinks is important. Of course, this poll data could be used to sense-check your 2025 ITSM improvement plans.
The 2025 ITSM trends poll results at a glance
Here’s a quick snapshot of the 2025 ITSM trends poll (in case this is all you need):
The top five ITSM trends for 2025 are:
-Governance (including AI governance) (37%)
-Generative AI (GenAI) (35%)
-ITIL/ITSM “advanced” capabilities (31%)
-Value demonstration (28%)
-People (including attitude, behavior, and culture (ABC)) (27%)
Versus the top ITSM trends for 2024:
-Artificial intelligence/machine learning (44%)
-Value demonstration (32%)
Let’s consider what the ITSM trends for 2025 could be. Each year, ITSM.tools seeks out the key IT service management (ITSM) trends for the year ahead. We did it again at the end of 2024, asking ITSM.tools readers to share the key ITSM topics they’d like as content-related help in 2025. While ITSM content-focused, we still like to think the quick poll results reflect “the hottest ITSM trends for 2025.”
ITSM
Trends
for 2025 for 2025
by Sophie Danby