"ITSM Horizons: Charting the Future Roadmap" is a session aimed at platform owners, architects, and product/service managers interested in transforming their IT service management strategies. The session focuses on the convergence of efficiency, generative AI, and user experience improvements anticipated in 2024 and beyond. It promises insights into aligning business strategies, leveraging generative AI for efficiency gains, and enhancing user experiences through innovative solutions. Attendees will explore how AI can reshape service operations, tackle challenges proactively, and elevate user satisfaction, along with strategies to integrate generative AI for smarter systems. This session presents an opportunity to gain a competitive advantage in the dynamic ITSM landscape by creating a roadmap that not only meets but exceeds organizational expectations.