AI Leadership Beyond ITSM: The last time I talked with Julie L. Mohr, we sat across from each other in Pleasanton, California, having a candid discussion over lunch about the state of ITSM. We explored best practices, debated innovation, and circled around a shared insight: what we often call “IT Service Management” is really just Service Management—and it’s due for reinvention.
Although years have passed since that meeting, her voice echoed loudly in my mind when I read her most recent Forrester report: “From Legacy ITSM To Proactive Service Management: Why 2025 Is The Year To Rethink Your Strategy“
Immediately, I was nodding, cheering, and thinking, “Yes, yes, yes.”
Traditional ITSM—even in its most mature form—is no longer sufficient to meet the accelerating demands of our AI-driven world.
Indeed, while decades of continuous improvement have laid a solid foundation, the data shows that ITIL dilemma that complexity continues to rise, to where, to coin a song, our users Can’t get no, Satisfaction, and support teams are struggling to keep pace. In fact, IDC reports that 93% of IT leaders experience increased complexity, and HDI confirms that 50% of mature ITSM organizations still report flat user satisfaction.
⚡ The Case and Choice to Lead Innovation
Julie L Mohr delivers a bold and necessary truth: traditional ITSM, even at its highest maturity, can no longer solve the challenges of our AI-accelerated world. Despite decades of process improvement, the data is clear—complexity is rising, satisfaction is flatlining, and manual service workflows simply can’t keep up. In fact, IDC reports 93% of IT leaders see increased complexity, while HDI finds that 50% of organizations with mature practices still experience stagnant satisfaction.
Clearly, we’re past the point of diminishing returns. What worked yesterday won’t sustain tomorrow. Consequently, Julie calls for a decisive shift—from rigid process adherence to AI-powered, business-aligned service strategies that prioritize agility, personalization, and value. Furthermore, she emphasizes that “AI isn’t just a tool—it’s a catalyst for reimagining how we deliver value across the enterprise.”
🔎 Supporting Data: Why Change Is Urgent
- 70% of enterprises say legacy ITSM stifles innovation (Forrester, 2024)
- 60% of ITSM workflows will be AI-augmented by 2026 (Gartner)
- 93% of IT leaders cite overwhelming service complexity (IDC, 2023)
- 50% of mature ITSM orgs report no improvement in satisfaction (HDI, 2024)
Together, these statistics underscore one undeniable point: AI isn’t just disrupting IT—it’s reshaping expectations. Therefore, standing still is not an option.
🔧 What Must Change
1. Rethink Metrics
Traditionally, metrics like MTTR don’t tell the whole story. Hence, new KPIs must measure automation efficiency, AI impact, and business value delivery.
2. Build Cross-Functional AI Teams
Notably, AI success requires collaboration between IT, data, product, and operations leaders. Therefore, siloes must break.
3. Scale Intelligent Automation
Merely automating tasks is not enough. Instead, organizations must deploy predictive, conversational, and self-healing AI to reduce friction and enhance experience.
4. Align to Business Outcomes
To deliver lasting impact, redefine success through business agility, customer-centricity, and measurable value, rather than just operational uptime.
5. Operationalize Agentic AI
Above all, AI must move from task automation to decision augmentation. Thus, we must empower humans—not replace them—with adaptive AI capabilities.
🎯 From Legacy to Leadership
Julie’s insights strike at the core of today’s challenge: we’ve mastered stability, now we must master speed. Therefore, the next era of ITSM demands fluent leaders who understand AI’s potential, business needs, and the urgency of transformation.
So let’s not just evolve—let’s lead.
Moreover, stay tuned for Julie and Forrester’s upcoming guidance on next-gen service desks and redefined metrics that matter.
💬 Final Word
AI is reshaping service expectations in real time. Ultimately, the leaders who thrive will be those who pivot boldly, think differently, and align service to strategic business value.
It’s time for AI leadership beyond ITSM. Let’s drive it forward.
Other AI Leadership Beyond ITSM Resources
- AI for Incident Management in ITSM (thinkhdi.com)
- Association of Generative Artificial Intelligence (AI)
- Chicagoland Chapter HDI | Groups | LinkedIn
- Digital Business Best Practices COE | Groups | LinkedIn
- Forrester- Julie Mohr
- Global Executive Women’s Network | Groups | LinkedIn
- HDI AI Optimization Assessment
- HDI Local Chapters
- Human-Centered Excellence Teams
- ITIL Dilemma: Balancing Investment With Value In IT… | Forrester
- Legacy ITSM To Proactive Service Management: 2025 Is The Year To Rethink Your Strategy
