From The
Chair
Hello and welcome to the March edition of The Bulletin,
Global news for service management recently with the launch of ITIL5.
Our March national online event covered
While our service‑management landscape draws on a broad ecosystem of frameworks and disciplines, ITIL continues to serve as a foundational anchor for how we design, deliver, and improve services — and the interest in its evolution reflects its enduring strategic relevance.
It feels like for a nano-second the ITIL5 announcement knocked AI off the IT/digital/services headlines which, for some, may have been a welcome relief.
When preparing this message, I began thinking about AI, service management, the changes in industry we are living through and what this means for our industry.
So naturally I asked AI! I prompted Copilot to provide the top 3 service management trends for 2026 –
Here is what returned:-
Advanced ITSM & Digital Product/Service Capabilities Become the Core Priority
Why it matters: Service management is no longer about process compliance — it’s about building integrated, resilient, product‑aligned digital operating models that can scale.
AI Governance and Agentic Automation Redefine Service Operations
Why it matters: AI is no longer a bolt‑on. It becomes a structural part of service delivery — but only works when paired with strong governance, risk controls, and measurable value.
Value Demonstration, ESM Expansion, and ITAM/SAM Rise as Strategic Enablers
Why it matters: Organisations are under pressure to show value, reduce waste, and deliver seamless enterprise‑wide experiences. These capabilities form the backbone of sustainable, measurable service excellence.
How these three trends fit together
Across all sources, a coherent picture
Hello and welcome to the March edition of The Bulletin,
Global news for service management recently with the launch of ITIL5.
Our March national online event covered
While our service‑management landscape draws on a broad ecosystem of frameworks and disciplines, ITIL continues to serve as a foundational anchor for how we design, deliver, and improve services — and the interest in its evolution reflects its enduring strategic relevance.
It feels like for a nano-second the ITIL5 announcement knocked AI off the IT/digital/services headlines which, for some, may have been a welcome relief.
When preparing this message, I began thinking about AI, service management, the changes in industry we are living through and what this means for our industry.
So naturally I asked AI! I prompted Copilot to provide the top 3 service management trends for 2026 –
Here is what returned:-
Advanced ITSM & Digital Product/Service Capabilities Become the Core Priority
Why it matters: Service management is no longer about process compliance — it’s about building integrated, resilient, product‑aligned digital operating models that can scale.
AI Governance and Agentic Automation Redefine Service Operations
Why it matters: AI is no longer a bolt‑on. It becomes a structural part of service delivery — but only works when paired with strong governance, risk controls, and measurable value.
Value Demonstration, ESM Expansion, and ITAM/SAM Rise as Strategic Enablers
Why it matters: Organisations are under pressure to show value, reduce waste, and deliver seamless enterprise‑wide experiences. These capabilities form the backbone of sustainable, measurable service excellence.
How these three trends fit together
Across all sources, a coherent picture