This chapter traces the evolution of IT Service Management (ITSM) from its manual, reactive roots to the era of automation and AI-driven intelligence. It explores how early frameworks and platforms laid the groundwork for automated workflows, predictive analytics, and intelligent service delivery, culminating in modern solutions powered by ServiceNow’s AI capabilities. Through historical context, real-world case studies, and platform advancements, the chapter illustrates how organizations can move from inefficient, manual processes to agile, data-driven ITSM ecosystems. This transformation not only improves operational efficiency but also establishes a foundation for proactive, resilient, and futureready IT services.