If you think that ITSM (IT service management) is static and old hat, think twice. A huge number of innovations are just emerging -- some have been a long time in coming; while others are unexpected surprises -- as analytics and automation are changing the ITSM game dramatically.

Here are some trends that I’ve seen in 2014 that I expect will grow in importance in 2015. Some may explode into prominence, but I expect most will continue to rise more gradually into industry consciousness, which is typical of the more profound transformations versus those that enjoy a chic but shallow industry cachet.

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