In recent years automation has fast become a cornerstone of modern IT Service Management, with the promise of reducing operational overhead, increasing agility, and freeing teams up to focus on higher-value tasks and activities.

Yet while many organizations recognize automation as a key ingredient of digital transformation, not all have a clear strategy for implementing it effectively.

In a world where downtime can mean lost revenue, missed opportunities, and eroding customer trust, effective IT Service Management (ITSM) has become the gold standard for high-performing organizations. At the forefront of ITSM frameworks is ITIL (Information Technology Infrastructure Library), a globally recognized set of best practices that helps IT departments align their services with broader business objectives. How do you successfully translate these best practices from theory into day-to-day operations though?

Digital transformation in service management goes far beyond merely adopting new software or migrating to the cloud. It involves a fundamental shift in how IT teams anticipate user needs, collaborate with other business functions, and continuously improve. For service managers and IT leadership teams, the ultimate goal is no longer just to “keep the lights on,” but to deliver experiences that drive innovation, efficiency, and organizational resilience.