2025 Trends in Centralized Operations

Stay ahead of the curve—and your competitors—with the latest trends in centralized IT management services.

April 11, 2025 | By Dale Stauffer

It’s no secret that the COVID-19 pandemic transformed the workplace, accelerating enterprise adoption of centralized IT management and hybrid work models. These days, businesses expect and demand more from their IT management, primarily because their own consumers demand more. Business transformation is not just a hope for the future but is essential to the efficiency and productivity of your enterprise.

Establishing more efficient and cost-effective IT processes allows for improved productivity and a better user experience. Implementing centralized operations for your enterprise’s IT service management (ITSM) can mitigate risk and even increase revenue for your business.

Previous articles in this series explored the advantages of enhanced ITSM automation and best practices for implementing centralized operations in your enterprise. Now let’s examine the latest trends in centralized IT operations and how they can benefit your business.

Shifting Enterprise Needs and Priorities

With the advent of AI and robotic process automation (RPA), many enterprises seek IT solutions that offer increased reliability, cost efficiency and 24/7 accessibility for a more productive workforce. Companies want to partner with service providers who continually strive for improvement throughout their transformation strategies.

Technology leaders have reimagined process and technology needs to enable automation-driven and data-led business models. As ITSM trends continue to evolve, the implementation of more accessible and reliable SaaS-based omnichannel interface methods allows staff to work from anywhere without missing a beat, expanding enterprise capabilities and operating efficiencies.

Centralized Technology Operations: The Art of the Possible

What if highly trained agents—both human and virtual—powered your business? Imagine seamless user experiences with continual service and operational improvements. The goal of centralized operations is to provide frictionless end-user and infrastructure support, pairing the latest technologies and security measures with the best talent and enabling modern work from anywhere on any device. This will allow your end users to do what they do best, which is to focus on the business.

Optimizing and centralizing IT management focuses on creating the best of all worlds: a support ecosystem that has the right ratio of self-service, AI and automation, and the essential human interaction.

Leveraging Technology Partnerships

The right technology partnerships can accelerate adoption of AI and other emerging automation capabilities introduced to the marketplace. Look for technology partners who are enablers for rapid adoption of technologies and methods that will take your centralized IT management services to the next level.

By having a partner who can bring best-in-class technologies to your enterprise through strategic partnerships, implementation experiences and automation assets, your organization’s ability can expand to streamline operations and accelerate modernization of the IT management landscape.

Workforce Development and Reskilling

The introduction of technology aids, such as AI and RPA functionality, allows an enterprise to upskill and further develop its workforce. By freeing personnel up from tasks and processes that are effectively serviced via automation assets, the human side of the workforce can be shifted to more complex activities. If you are interested, TGS can help in your workforce development needs.

Data-Driven Continuous Improvement

Accelerate innovation across your enterprise by leveraging key service delivery metrics and reporting data to continuously improve service desk and other aspects of IT operations. Custom insights into how operations personnel are performing can offer a detailed assessment that drives continuous improvement. With the power of data, you can make better decisions to optimize delivery operations.

Addressing the Technical Skills Gap Enterprises Face

AI and other automation assets are emerging as critical enablers for streamlining and improving business processes. The TGS centralized operations portfolio of services can offset the challenges companies face in talent management needed for the development, implementation and ongoing support operations involved in modernizing delivery operations.

The spectrum of subject matter experts and industry experience TGS brings to our clients through centralized operations will help accelerate the adoption of AI-assisted business practices across the enterprise.

Invest in Centralized IT Trends for Enterprise Growth

As business requirements and priorities have changed, leaders want IT solutions that offer more flexibility while still maintaining top-of-the-line security and reliability. Centralized ITSM can reduce risk and help boost service delivery efficiencies, taking advantage of the latest technologies and positioning the human workforce to perform those activities that require a human element.

With centralized technology operations, you can take a step forward in future-proofing your business and setting your team up for continued growth and success.