Executive IT Insights: Navigating Business, Tech, and Security

In 2025, Chief Information Officers, ITSM (IT Service Management) leaders, and cybersecurity chiefs will continue to face a growing range of challenges.

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For 2025, IT Service Management (ITSM) is set to evolve significantly with technology-driven advancements.

We have already seen that Artificial Intelligence (AI) — such as ChatGPT — and similar tools have made an impact this year, and we expect that trend to continue in 2025.

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With technologies in every business now, Information Technology (IT) departments are tasked with providing support for those technologies. But with technologies come problems, and the reporting of those problems by users to IT usually come in the form of service requests, or "tickets".

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Artificial Intelligence (AI) is making a significant impact across various industries, and IT is no exception. From optimizing operations to enhancing service management, AI in IT is revolutionizing how organizations manage their technology infrastructures.

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Knowledge base software is an essential component of an IT team's approach to managing Level 1, 2, and 3 support tickets.

A knowledge base is also the foundation for customer-centric self-serve platforms.

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ITIL Change Management, also now known as ITIL Change Enablement as of the version 4 release of ITIL in 2018, is the process of managing change within an IT and ITSM team and organization.

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A well-defined IT strategy is critical for business success today. Companies that align their IT strategy with their overall goals tend to outperform competitors in areas like innovation, efficiency, and customer satisfaction. According to Deloitte, organizations with higher digital maturity are three times more likely to excel in key metrics like operational efficiency and revenue growth.

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As Artificial Intelligence (AI) like ChatGPT becomes more integrated into healthcare, it promises to enhance efficiency, streamline administrative tasks, and improve patient engagement.

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Tier 4 IT Support, also known as Level 4 IT Support, is the highest level of support in the IT Service Management (ITSM) system.

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