IT Service Management landscape has shifted enormously over the last 12 months as IT teams form the foundations of business continuity for organisations across the globe. With an increasing amount of pressure on IT teams, AI, machine learning are held up as the future of IT. But in reality, are organisations and the workforce ready to implement highly cognitive technologies? 

Written in partnership by The Service Desk Institute, this 2021 ITSM report will look at the thoughts and predictions of IT Teams, from the skills service desk analysts of the future will need and the state of their emotional wellbeing, to how automation is impacting individuals organisations and generally how IT professionals feel about the future of the industry in such a volatile environment. This report will also provide insights into what the IT Service Management industry  could expect to see in 2021 and beyond.