Historical Analysis of ITSM Evolution: From Manual Operations to Automated Platforms

Abstract

This manuscript delves into the evolution of IT Service Management (ITSM), tracing its journey from manual operations to the integration of automated platforms. Initially characterized by ad-hoc processes and limited technological support, ITSM has transformed into a sophisticated discipline underpinned by frameworks like ITIL and enhanced by advancements in automation and artificial intelligence. This study examines the historical milestones, technological advancements, and the impact of automation on ITSM practices, providing insights into the future trajectory of IT service delivery.