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Starhive’s top ITSM trends shaping 2025

in partnership with HiQ Germany (previously Scandio)

IT Service Management is evolving quickly. With cloud growth, AI advancements, and changing user expectations, IT teams face new challenges and opportunities. Staying ahead means keeping up with key trends and preparing for what’s next.

That’s why we at Starhive created this guide.

Written by IT experts with real-world experience — combined with insights from Gartner — this report highlights the top ITSM trends for 2025. Discover the key forces shaping the future of ITSM through expert analysis and interviews with professionals.

Simply complete the form to download your copy today. 

Download your guide

Meet the experts behind the guide

Tommy square
Cloud proliferation is forcing ITSM to become more agile. Those failing to adapt will struggle with visibility, governance, and incident resolution in a cloud-first world.

Tommy Nordahl

CEO, Starhive

erehn-rot (1)
More teams are understanding that it’s really helpful to have a technical solution supporting the processes — the tool should do what the process needs.

Eva Rehn

Consultant, HiQ Germany

rbuerk-rot (1)
When the wider organisation wants to introduce a tool, this tool should have the look and feel of the company. Nobody wants to use someone else’s UI.

Roland Bürk

Head of Business Line, HiQ Germany

Tommy square
Cloud proliferation is forcing ITSM to become more agile. Those failing to adapt will struggle with visibility, governance, and incident resolution in a cloud-first world.

Tommy Nordahl

CEO, Starhive

erehn-rot (1)
More teams are understanding that it’s really helpful to have a technical solution supporting the processes — the tool should do what the process needs.

Eva Rehn

Consultant, HiQ Germany

rbuerk-rot (1)
When the wider organisation wants to introduce a tool, this tool should have the look and feel of the company. Nobody wants to use someone else’s UI.

Roland Bürk

Head of Business Line, HiQ Germany

Tommy square
Cloud proliferation is forcing ITSM to become more agile. Those failing to adapt will struggle with visibility, governance, and incident resolution in a cloud-first world.

Tommy Nordahl

CEO, Starhive

erehn-rot (1)
More teams are understanding that it’s really helpful to have a technical solution supporting the processes — the tool should do what the process needs.

Eva Rehn

Consultant, HiQ Germany

rbuerk-rot (1)
When the wider organisation wants to introduce a tool, this tool should have the look and feel of the company. Nobody wants to use someone else’s UI.

Roland Bürk

Head of Business Line, HiQ Germany

What emerging trends do we explore?

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AI in ITSM: Revolutionising support and automation

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ESM: Continuing to gain traction in 2025

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Flexibility: An essential for ITSM and ESM

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UI customisation: A growing desire in 2025

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Cloud proliferation: Impacting ITSM practices

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UX and XLAs: Another emerging focus area

Have any questions about ITSM with Starhive?

Find your answer here…

What types of teams is Starhive suitable for in the IT service management world?

Starhive is especially great for teams that are beginning their journey into IT service management software and starting to get processes in place, as you can build Starhive out as you go along. 

For large teams already using an ITSM tool and looking to migrate, it’s perfectly possible, but we recommend working with one of our partner companies as there are additional considerations involved.

What use case would you recommend IT teams start with?

It'll depend on the team and what's causing you the most pain today. You can always add more functionality, data, and apps to your system in future. 

However, we believe you can’t go wrong with asset management. Every IT team needs to track something and we’ve seen that implementing a simple solution from nothing (or from a spreadsheet) can have huge benefits for the team and the company’s bottom line.