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This article discusses the changes that have occurred in IT service management (ITSM) in the United Arab Emirates (UAE) due to the increasing use of cloud platforms and services. It highlights the benefits of modern ITSM, such as quicker identification of faults and tighter collaboration between teams, but also emphasizes the need for strong cybersecurity measures to protect against threats. The article suggests that modern ITSM can help businesses in the UAE achieve productivity, collaboration, and innovation.