Sarcouncil Journal of Engineering and Computer Sciences

Abstract: The evolution of IT Service Management (ITSM) represents a fundamental transformation from infrastructure-focused processes to strategic business enablement in the digital age. This scholarly article examines how traditional ITSM frameworks are being reshaped by DevOps integration, artificial intelligence adoption, and experience-centric approaches. Beginning with the historical context of ITSM's development, the discussion progresses through the convergence of previously siloed development and operations functions, the transformative impact of AI and automation technologies on service delivery, and the shift from technical metrics to experience-based measurements. The article explores how organizations are implementing these modern practices across diverse industry contexts while identifying critical success factors, implementation challenges, and future directions. Throughout this article, the enduring relevance of core ITSM principles is affirmed even as implementation mechanisms evolve dramatically through technological advancement, highlighting the continued importance of governance frameworks, even as automation becomes more widespread.