Evolving ITSM Strategies to look out in 2022

Asma Begum
2 min readMar 4, 2022


Every organization has to constantly adapt COVID-19 situation. Lockdowns and restrictions are a new reality. As organizations shift to digital and remote-friendly business models, you can not use the same processes and tools as before when more people work from home.

Here are the top strategies that will shape IT service management in 2022.

Changing expectations for digital business services

Employees’ expectations from business applications are changing. They expect customized modern and intuitive usability, UI’s that are powerful enough to provide search and self-help capabilities.

Users today expect workplace software that is easy to use and seamlessly assists them in their daily work. And they require all this to be natively designed for mobile and easily available no matter where and how you decide to work.

Consumer digital services have set new standards. Hence, the generation of digital natives is no longer ready to accept a marginal experience with business applications.

Emerging convergence of internal and external services

Different organizations have different processes, teams, and tools to oversee their internal and external services. While the offerings have their differences, organizations have started to recognize the resemblances in the capability set to deliver and support them.

Both need to be deployed and maintained with the flexibility to drive changes as organizations adapt to new demands. And both also require strong underlying platforms to drive process automation.

Growing demand for identity management by SMEs and public administration

We can see strong demand for identity governance and administration solutions from small and medium-sized enterprises and public authorities. The reasons are very clear, with the increased use of cloud services, the management of access rights and policies is becoming more complicated.

We, therefore, believe that identity management requirements will continue to increase in 2022: Users will give preference to solutions that can be deployed easily and quickly, regardless of the size of an organization.

The public sector and critical industries need flexibility with deployment models

Universal public cloud has certainly helped many businesses to digitally transform themselves. But it has also left many organizations in “in-between” situations.

The various public sectors and mission-critical infra providers like online payment, health care, defense, and government agencies are often regulated by law to follow strict policies on deployment models and access to data.

This means the public cloud is not an option and should have their solutions on private data centers, with restricted policies on data staying “on-premise”.

Wrap Up

We have transformed our ways of working, and we will continue doing that as the future is changing. One should always focus on what is most important for your customer and start there. And of course, optimize and automate as much as possible.



Asma Begum

I'm a extrovert person who likes to connect with people. I love creating effective content & marketing campaigns for the product I like