Mapping the forecast 2020 IT Service Management trends (ITSM) with the actual 2020 pandemic reality is fascinating. 

Alongside the rise of AI and ITIL 4, two of the top five forecast trends focus on employee experience and people (ranked 2 & 5), so really not far off the mark with reality.

In my view what has changed with our new reality is the need to engage with far greater levels of empathy and understanding with both new and existing customers (and employees). 

So whilst the forecast ITSM trends and reality arent so far apart for 2020 (they may have changed ranking order), our challenge is using technology, particularly service management platforms, to deliver empathy at scale.