ITSM News

Attending the Serview Summit 2025 was a unique experience — vibrant, packed with energy, and clearly tailored to the German-speaking ITSM and ESM community. As an English-speaking participant with only a faint memory of my long-ago German lessons, I found myself in a bit of a language gap. Some sessions were partially comprehensible, but the bulk of the event — from keynote presentations to breakout masterclasses — was conducted in German.

The Service Desk & IT Support Show (SITS) 2025 offered a revealing snapshot of the current state of the IT Service Management (ITSM) industry. Beneath the usual gloss of product demos and branded giveaways, a more honest conversation emerged — one filled with quiet concern, cautious networking, and existential questions about the industry’s direction.

The enterprise software world is heating up — and Salesforce is officially throwing its hat into the IT Service Management (ITSM) ring.

🔁 Role Reversal: Salesforce Enters ITSM, ServiceNow Eyes CRM

In a recent interview on The Motley Fool podcast, Salesforce CEO Marc Benioff casually dropped a major hint: “We’re building new apps — like ITSM.” It echoed an earlier tease during a Salesforce earnings call where Benioff suggested attendees of the TrailheadDX event might’ve glimpsed an early version of the company’s ITSM product.

SK C&C USA, Inc. has officially become a Zabbix reseller in the United States. This partnership aims to enhance the availability of advanced IT automation and monitoring solutions for businesses across various industries.

In a recent interview, Microsoft's CEO suggested that most CRUD applications, SaaS platforms, and other business software solutions will be fully replaced by AI agents within the next few years. According to him, these AI-driven solutions will operate processes more smoothly and efficiently than traditional software. But is this vision of the future realistic, or is it wishful thinking influenced by Microsoft's vested interests in AI through its investment in OpenAI?

The Shift Towards AI Automation

Zendesk’s latest Customer Experience (CX) Trends Report for 2025 sheds light on a transformative shift in customer expectations: today’s consumers demand AI-driven interactions that feel personal, human, and engaging. This seventh annual report, based on insights from over 10,000 global consumers and business leaders, identifies five pivotal trends reshaping customer service. It emphasizes how human-centric AI is redefining customer loyalty and providing businesses with a strategic edge.

The tech industry, once synonymous with boundless opportunity and innovation, is undergoing a profound transformation. With the dominance of big ecosystems like Office 365 and Google Workspace, smaller software vendors and startups are finding themselves on shaky ground. What was once a playground for groundbreaking innovation now feels like a high-stakes game of survival.

Is it the end of the road for independent software developers? Not necessarily—but the rules of the game have changed.

In a landmark move for IT Service Management (ITSM), SysAid, a global leader in IT and enterprise service management solutions, has announced a strategic partnership with Softchoice, one of North America’s premier IT solutions providers. This collaboration aims to deliver innovative, AI-driven ITSM capabilities to organizations worldwide, promising significant improvements in operational efficiency, user satisfaction, and service delivery.

ITSM Software S.A., the company behind the renowned IT service management tool Mint Service Desk Cloud, has officially launched its latest platform, Claimly.pro. Designed to address the growing demand for efficient complaint and claim management, Claimly.pro offers businesses of all sizes a modern, intuitive solution to streamline processes and improve customer satisfaction.

As of November 2024, the landscape of Service Desk software continues to evolve, with several platforms standing out for their innovation, user satisfaction, and comprehensive features. Here are the top 10 Service Desk solutions anticipated to lead in 2025:

1. ServiceNow IT Service Management

   • Renowned for its robust capabilities, ServiceNow offers extensive automation and AI-driven features, making it a leader in the ITSM space.

     Gartner