As we approach the end of the year, it’s natural to look back and reflect on what’s happened. But it’s also a time to think about what’s ahead — not just in the next quarter or the next year, but the bigger picture. What does the future of Service Management look like? What kind of future are we working toward?
Sure, it’s fun to speculate about what might happen in the year ahead. Will AI finally live up to its promises? Will automation redefine how we work? These are exciting questions, but for this piece, I want to zoom out. Instead of predictions or trends, I’d like to talk about hopes. What do I want to see in the world of Service Management?
Because if we don’t take the time to imagine the future we want, how can we create it? My hopes and dreams aren’t about the latest tools or buzzworthy trends; instead, my priorities are around building a profession that’s more human, more innovative and more sustainable.
Here are the six things I hope the future of Service Management will bring; and for each one, one small step companies can take today to start making them a reality.
1. Human-centered design
You’ve heard it before: technology exists to serve people, not the other way around. Yet, too often, we see solutions designed in isolation — tools built without ever consulting the people who will actually use them.
The future I want to see flips that script. I envision a world where customers and end-users are part of the design process from day one. Human-centered design isn’t just a buzzword; it’s a commitment to creating solutions that are intuitive, accessible and genuinely helpful. Imagine onboarding processes that don’t require a Ph.D. in IT, or interfaces that feel as natural as having a conversation. That’s the future we should be building.
One small step toward it: Host regular user feedback sessions during the design phase of new tools or workflows. Even just one session per project can provide invaluable insights into how end-users will actually interact with the system.
2. Mental health as a priority
Service Management, and IT as a whole, can be relentless. High-pressure environments, constant firefighting and the never-ending demand for perfection take a toll. It’s no wonder burnout is so common.
In my ideal future, mental health isn’t a checkbox for a manager to tick off, but a top priority that’s baked into how we think of work. This means flexible work environments, access to mental health resources, and, most importantly, a culture that normalizes taking care of yourself. Let’s stop glorifying the “always-on” mentality and start valuing well-being as much as we do SLAs.
One small step toward it: Introduce "mental health days" as a formal benefit and encourage teams to actually use them. A simple gesture like this can normalize taking time to recharge and reduce stigma around mental health.
3. No more overpromising and underdelivering
Can we talk about vendors for a moment? The promise of AI has been a game-changer in Service Management, but let’s be real — how many of those promises have actually been delivered?
My hope is that we, as an industry, hold vendors accountable. AI isn’t a magic wand, and pretending it is only erodes trust. The future I dream of is one where vendors set realistic expectations, focus on incremental improvements, and work alongside practitioners to develop tools that truly make a difference. Let’s demand better, together.
One small step toward it: Request detailed use cases and success stories before investing in new AI tools. Hold vendors to a standard of transparency by asking for proof of outcomes, not just promises.
4. Associations that truly serve their members
Service Management is a community. And like any community, it thrives when its members are heard.
I dream of associations that go beyond conferences and certifications. I want to see organizations that actively listen to their members, invest in local chapters, and create platforms for real dialogue. Our community deserves more than canned keynotes and cookie-cutter webinars. We need spaces where ideas flourish, connections are made, and innovation happens.
One small step toward it: If you run associations, consider using voice of the customer programs and third-party consultants to improve. Leverage user research to re-shape events into what audiences need most.
5. Adapting and evolving – together
The pace of change in technology is breathtaking, but it’s also intimidating. Service Management professionals must constantly evolve, not just their infrastructures but themselves.
My hope for the future is a culture of lifelong learning. Let’s embrace new skills, explore emerging technologies and challenge outdated practices. And let’s do it together. The more we share knowledge and experiences, the stronger we’ll become as an industry.
One small step toward it: Create a dedicated professional development budget for every team member. Even a small allocation for online courses, certifications or conference attendance shows a commitment to growth and learning.
6. Sustainability as a fully integrated value
For too long, sustainability has been treated like a side project — a nice-to-have instead of a must-do. But in the future I imagine, it’s not a separate initiative. It’s just part of how things get done, like breathing or saving a document.
When sustainability becomes second nature, it stops feeling like an obligation and starts being a lens through which every decision is made. It’s not about grand gestures or special programs; it’s about embedding smart, sustainable choices into the everyday fabric of our operations. It’s simple: when sustainability is integrated, you don’t have to think about doing the right thing — it just happens.
One small step toward it: Sprinkle some sustainability into your processes, whether it’s choosing suppliers, managing assets or running data centers. By normalizing this thinking in the small stuff, you lay the groundwork for it to happen everywhere. If you need some extra help, this eBook on IT sustainability has great input from multiple subject matter experts.
Conclusion
The future of Service Management isn’t set in stone. It’s a blank canvas, waiting for both ideas and action to shape it. We’re standing at a crossroads where we can choose to keep doing things the way we always have or take a step toward something better — something that works not just for the business but for the people behind it.
None of this happens in a vacuum. It takes leaders willing to challenge the status quo, practitioners committed to growing and evolving, and vendors ready to deliver on their promises. Together, we can move beyond incremental fixes and create a field that inspires, empowers and truly serves.