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