Trends in enterprise IT are an interesting thing. Can you think of any other industry where hype has its own lifecycle?\nWhether it is because of the large budgets at stake or that enterprise IT professionals are uniquely susceptible to them, it seems the enterprise IT market is always awash in \u201chot new trends.\u201d And as fast as they arise, most fizzle out.\nAt least from that perspective, the IT service management (ITSM) space has had a pretty good run. It\u2019s been over 20 years since the British government first introduced Information Technology Infrastructure Library (ITIL), creating the ITSM market.\nAnd almost since the beginning, people have been predicting its demise.\nITSM\u2019s death, however, has been greatly exaggerated. The more than 1,600 people attending last week\u2019s FUSION conference at the MGM Grand in Las Vegas can attest to the fact that ITSM is alive and kicking.\nProduced by itSMF USA and HDI, FUSION is the industry\u2019s premier service management conference.\nWhile the large, international audience at FUSION demonstrated ITSM\u2019s continued relevance, it was also apparent that the industry is rapidly evolving to keep pace with the larger enterprise IT market.\nEvolving ITSM beyond ITIL\nMost striking was the almost complete absence of the word \u201cITIL\u201d from the conference. Out of well over 100 concurrent sessions, only three referenced the industry framework. While there was some focus on traditional ITSM process domains, there was just as great a focus on areas as diverse as DevOps, agile development, microservices, lean IT, business relationship management, cyber-resilience and service integration and management (SIAM).\n\u201cITSM is morphing to adopt lean and agile approaches,\u201d said Kevin Fitzgibbons, a senior manager at Whirlpool. \u201cIt\u2019s good to see how others are handling this and that there is a shift to centering our efforts on quality and serving the customer.\u201d\nMore than just a broad collection of topics, however, there was a larger theme: ITSM as a source of innovation and agility for the enterprise.\n Roy Atkinson \nFUSION keynote speaker\u00a0Kaihan Krippendorff\n\nKeynote speaker Kaihan Krippendorff challenged attendees to look at their work through the lens of the organization\u2019s competitive posture, while National Geographic photographer Dewitt Jones took the general session audience on a journey of exploration in which there is never just a single right answer.\nThe themes of innovation and business agility were threaded throughout the conference and had an impact on the IT professionals in attendance.\n\u201cWe are constantly being challenged to prove our worth by showing business value,\u201d explained Victor Rosario of Lubrizol. \u201cWe need to adopt innovative thinking and be advocates for the business. If we do that, we can have a big impact.\u201d\nThe transformation of ITSM technology\nThe evolution of ITSM extends beyond just new thinking. On the expo floor, numerous vendors showcased innovative technologies and approaches that are extending the bounds of the traditional ITSM technology domain:\n\nLeveraging its mobile-first approach and commitment to a no-code configuration environment, EasyVista is emerging as a digital workplace platform.\nFirst-time exhibitor\u00a0Moogsoft\u00a0demonstrated how artificial intelligence and advanced algorithms are helping organizations sort through the mass of data and alerts to help them get a holistic view of enterprise operations.\nBringing the intersection of ITSM, agile, and DevOps into relief, Atlassian showed tools to automate scrum boards, kanban boards and agile development management tools\u2014and how they integrate into ITSM workflows.\nLANDESK demonstrated how it enables immediate, endpoint security remediation actions through the integration of service management, security management and asset management approaches.\nExpanding beyond their core ITSM solutions, ServiceNow announced its business command center for CIOs, focused on helping IT run projects and portfolios from a financial perspective through their new IT Business Management Suite.\n\nThe future on display\nThe FUSION conference was a microcosm of the larger tectonic shift occurring in the enterprise IT industry. The traditional boundaries between organizational functions\u2014and the boundaries between technology markets serving them\u2014are blurring.\nSilo mentalities and neatly aligned technology solutions have become relics of the past. In an IT industry that is changing quickly, ITSM professionals are creating a broader, more holistic approach to the management of IT organizations\u2014blending the need for rigor, reliability and resiliency with the demand for agility and speed.\nTechnology vendors are adapting as well, blurring the lines between traditional technology domains while refusing to be put in a one-dimensional box\u2014delivering highly integrated solutions to meet the complex needs of the evolving IT organization.\nTogether it paints an intricate and complex picture of the future that is both exciting and challenging. With the speed at which the ITSM space is evolving, only one thing is for certain: It will look different again at next year\u2019s FUSION.\nDisclosure: I am the volunteer past-president of itSMF USA, a non-profit industry association. As of the time of writing, Moogsoft and ServiceNow are Intellyx clients. None of the other organizations mentioned in this article are Intellyx customers.