An Adaptive IT Service Management Framework for Organisational Success

Digital transformation has positioned IT Service Management as a critical function for optimising service delivery and integrating emerging technologies. However, organisations face challenges such as fragmented service models, inefficient adoption processes and misalignment between IT services and business objectives. This study aims to develop an adaptive ITSM framework that enhances IT service alignment with business goals. It evaluates the influence of digital innovation, sustainability, customer experience, adoption and communication on ITSM effectiveness. The research focuses on organisations undergoing digital transformation, where ITSM is essential for maintaining service quality and customer satisfaction. A quantitative research approach was applied, collecting survey data from 163 professionals. Descriptive statistics provided insights into participant perspectives, Cronbach’s alpha confirmed high construct reliability and Pearson correlation analysis identified moderate to strong positive relationships between ITSM constructs and service performance. The findings reveal that the proposed constructs play a crucial role in ITSM effectiveness. Thought Leadership fosters innovation and industry engagement, while Digital Innovation ensures IT services remain aligned with business goals. Environmental Sustainability enhances operational efficiency and Customer Experience Management improves service quality. Additionally, Adoption and Communication Management support structured ITSM implementation, promoting collaboration and stakeholder alignment. By adopting an adaptive ITSM framework, organisations can enhance efficiency, agility and resilience, enabling them to navigate digital transformation more effectively and improve long-term business value and future research should explore the frameworks scalability across industries.