The Reality of ITSM in 2026

TRENDS THAT DEFINE IT SERVICE MANAGEMENT IN 2026

Feel like you’re juggling everything in enterprise IT?

Between rising expectations, tightening budgets, and nonstop security pressure, CIOs and ITSM teams are being asked to move faster and stay in control – without dropping the ball while complexity keeps piling up behind the scenes.

Download the 2026 ITSM Trends Report for a research-backed look at the balancing act enterprise teams are facing, and what the trends shaping security, AI, and complexity mean for the year ahead. 

1,100 IT professionals surveyed • 13 countries • 1,001+ employee organizations 

Inside the report 

This report is a snapshot of what enterprise teams are doing right now to keep services running and risk under control. 

In the report, you’ll explore:

  • Why AI is delivering value in some areas, but not transforming ITSM overnight

  • The real-world barriers slowing AI adoption
  • Why tool consolidation is becoming a strategic priority
  • How security and IT operations are converging in day-to-day delivery
  • Regional trends across Europe, the Americas, and APAC
  • A practical outlook on what ITSM leaders should prepare for in 2026

About the Survey 

Findings are based on an online survey conducted by EasyVista of 1,100 IT professionals, at organizations with more than 1,000 employees across 13 countries. Survey conducted September 11 – October 12, 2025.

Why we stand out

“Streamlining these IT services processes within the same tool has meant less back and forth, which saves us a lot of time. Between 2015 and 2016 we increased service availability by 64%. Eliminating the need for expensive outside developers keeps our total cost of ownership down significantly.”
Debbie Rusolo
Director of Global Service Delivery, Associated Press
“La technologie EasyVista nous apporte une stabilité irréprochable des processus, des interfaces et des plateformes. Les opérateurs, qu’ils soient IT ou non IT, ont adopté très rapidement l’outil, et évoluent régulièrement dans leur utilisation des multiples fonctionnalités mises à leur disposition.”
Mylène Clavier-Ponson
Chef de projet et Administrateur ITSM au sein de la DSI de Boiron
“Decidimos hacer un cambio integral. Elegimos ampliar los servicios de EasyVista porque es una herramienta mas intuitiva y moderna que nos garantiza un futuro mas digital ya que esta en constante evolución y podemos ampliar las funcionalidades a través de módulos.”
Iokin Azkue
Responsable de infraestructuras IT en CAF