State of Service Management 2026

This report, focusing on the state of service management in 2026, provides service management and technical support leaders with the essential insights and knowledge needed to make data-based decisions that will ultimately improve the services and support provided by their organizations and help them advance in their careers. It illustrates current practices, processes, solutions, and strategies related to service management and enterprise service management.

All survey responses were collected via online survey from June 16 – August 7, 2026. This report compiles the responses from 102 service management and technical support professionals in more than fifteen vertical industries. A third of respondents (33%) are at the director-level or above; half (51%) are either managers or specialist managers (knowledge, project, change, etc.). Most respondents (60%) describe service management as their primary focus.

Virtually all respondents (96%) are based in North America. Download now to continue reading!