Rhys Elis Jones offers some encouragement and advice for those considering a career in IT service management.
Spoiler: I didn’t choose a career in service management; I just landed in it, completely by accident. But it turned out to be one of my better accidents.
When I first started working, I had no idea that service management even existed. My career began as an emergency services call handler, taking calls from people in some of the most stressful moments of their lives. It was a tough job that taught me how to stay calm, follow process, and deliver the best possible service under pressure. I said yes to a few opportunities following that (which you’ll come to learn is the best thing you can do) and found myself in an ITSM role.
At the time, I never imagined that those same skills would prove so useful in ITSM. But looking back, it makes sense. ITSM is all about people, communication and process. It’s about keeping services running and making sure technology works for everyone that depends on it. That mix of structure and purpose really clicked with me, and once I found it, I knew I’d discovered the right career.
Why ITSM stood out for me
What drew me to ITSM (well actually, why I stayed) was how it brings people and technology together in a way that creates real value… if you do it right! It’s not about fixing machines or ticking boxes. It’s about improving how things work, helping organisations deliver their goals, and more importantly, providing value to the users.
In my current role as an ITSM consultant, I’ve worked on projects that genuinely make a difference. I’ve helped integrate new service providers and developed service wraps that improved first-time fix rates and overall user experience. I’ve also led service transition work, designed tactical solutions to prevent project delays, and contributed to knowledge management and business change initiatives that delivered significant organisational change. Of course, none of the above makes sense if you’ve not yet started your career in ITSM… but it’s good stuff – trust me.
Every project has taught me something new, and you can see the results of your work as the users and the business start to benefit from it. That’s what makes ITSM so rewarding. It’s one of the few areas in IT where you work right at the intersection of people, process and technology, solving problems, driving change and making things better all at once.
A career that grows with you
What makes ITSM stand out is the variety it offers. There’s no single type of role or set direction you must take. You can start on a Service Desk, in an analyst role, or even, like me, as an emergency services call handler. As you gain experience, you can move into areas such as Operations, Service Improvement or Change and Transition – wherever your interests and strengths take you. From there, it’s possible to move into management, consultancy or even leadership positions that shape how organisations deliver value through technology. It’s not uncommon for people who once worked on the Service Desk to now be leading major teams or businesses.
Every step gives you the chance to build new skills and see a different side of how IT services work. It’s a career that constantly challenges you to adapt and keeps things interesting. You never stop learning, and surely that’s not a bad thing, right?
Learning through people
Something I didn’t expect when I started was how much the people around me would influence my journey. The teams, mentors and colleagues I’ve worked with have taught me as much as any training course ever could.
Good mentors don’t just tell you how to do things. They push you to think differently, to look at challenges from a new angle and to grow in confidence. Every project, every conversation, even every mistake (and I’ve made a few) has taught me something new.
And while ITSM can be demanding, it’s also a lot of fun. The best teams I’ve been part of know how to enjoy the work and support each other along the way. When you’re surrounded by people who want to see you succeed, it makes a huge difference to how you develop and how much you enjoy what you do.
That sense of community doesn’t stop with your colleagues either. Being part of the itSMF UK community gives you the chance to connect with like-minded people from different organisations, share experiences and get a real feel for what’s happening across the industry.
Taking ownership of your path
I didn’t come into IT through a graduate scheme or a structured programme. I found my way here by being curious and taking chances. When opportunities came up, I said yes, especially if they pushed me out of my comfort zone.
Starting small gave me the foundation I needed, and each new challenge helped me grow a bit more. Over time, I’ve built skills across many areas of ITSM and developed confidence in working with clients and stakeholders. There’s still a lot to learn, but that’s what keeps it exciting.
That’s one of the best things about ITSM. You don’t have to follow a fixed path. If you’re open to learning and ready to get your hands dirty, you’ll keep finding new ways to progress. It’s a career that rewards curiosity, initiative and the drive to keep moving forward.
The journey ahead
For young professionals, ITSM is an exciting place to be. The industry is always changing, and with that change comes the chance to grow. The next few years will be especially interesting as technology continues to evolve. AI and automation are transforming how services are delivered, supported and improved.
Behind every new tool or innovation, there’s a need for structure, governance and human understanding. That’s where ITSM comes in. In a world increasingly shaped by AI, service management professionals will help ensure that technology serves people, not the other way around. That’s what makes the future of ITSM so exciting.
Why ITSM could be the right career for you
This future is full of opportunity for anyone just starting out. I recently had the chance to be part of the judging panel for itSMF UK’s Young ITSM Professional of the Year 2025, and it really opened my eyes to how much talent is coming through the industry. The variety of roles, achievements and experiences the candidates shared showed me just how many different possibilities ITSM can offer when you’re willing to get involved.
If you’re early in your career and unsure which direction to take, ITSM could be the path that opens more doors than you expect. It’s a field for people who are curious, motivated and enjoy solving problems. You don’t need a technical background to make a difference. What matters most is how you think, how you communicate and how you work with others.
Technology will always be part of how organisations deliver value, but people must always be at the centre. That’s what makes ITSM so important. You get to be the link between the two, helping people and technology work together to achieve something bigger.
It’s a career that grows with you, whether you want to stay technical, move into leadership or help drive digital transformation. The opportunities are there for anyone willing to step forward and take them… and who knows, you might be the next Young ITSM Professional of the Year.
Rhys Elis Jones
Rhys is a Senior ITSM Consultant at CGI and was highly commended for the PSMA24 Young ITSM Professional award.
