In this contributed article, Krishna Sai from SolarWinds discusses how IT service management (ITSM) is at a crossroads. In recent years, IT teams have drastically changed how they communicate and collaborate. The evolution of IT infrastructure with the advent of cloud computing and big data has led to larger fleets of servers, more storage systems, and more complicated networks. This has led to more than just an increase in the quantity of devices and services we need to manage—there’s been a qualitative change in the level of complexity of the systems we need to manage.