The whitepaper explores the evolution of IT Service Management (ITSM) in the context of digital transformation and distributed work. It contrasts traditional command-and-control approaches with modern ITSM models that emphasize autonomy and alignment. Highlighting the challenges faced by organizations in maintaining pace and visibility, it emphasizes the need for better collaboration and automation. The paper showcases the benefits of modern ITSM, such as faster innovation and improved service delivery, and spotlights Jira Service Management as a solution enabling autonomy with alignment. Through real-world examples and insights, it advocates for a shift towards modern ITSM to meet the demands of contemporary business environments.