Welcome to ITSM.tools

Learn about ITSM tools, read service management best practices, and get research-backed ITSM insights.

We’re an independent IT service management website – home of best practice, high-quality, and freely-available ITSM content written by ITSM practitioners, ITSM consultants, ITSM trainers, ITSM tools vendors, and IT industry analysts. All were created to make your ITSM and business outcomes better. Get reading about the latest ITSM, ITIL, and ITSM tools trends!

Get Reading
ITSM.tools Homepage
Illustrated warehouse piled with laptops and boxes representing untracked shared device handoffs in ITSM

Bridging the Gap Between ITSM Records and Physical Device Handoffs

Shared devices don’t always track their handoffs the way ITSM tickets suggest. A device marked “resolved” can still be sitting uncharged in the wrong place, with no record of who took it or when. This article looks at why that gap exists, what a connected smart locker workflow can look like, and how to pilot the fix before scaling it across locations.
Illustrated robot multitasking at a desk with documents and notes representing ITSM AI agent data overload

Your ITSM AI Agent Isn’t the Problem – Your Data Is

ITSM AI agent pilots that dazzle in the demo but stall in production are usually blamed on the AI model. The article’s author, a ten-year ServiceNow veteran, argues that the real issue is the CMDB beneath it: incomplete, duplicated, and poorly governed data that any AI agent inherits as its own weakness. Before offering four steps to close what he calls a skills gap, not a technical debt problem.
Abstract digital cube with floating interface panels representing free Gartner Magic Quadrant and analyst reports for ITSM

Get the 2026 Gartner Magic Quadrant for IT Service Management Platforms for Free

The 2026 Gartner Magic Quadrant for IT Service Management Platforms is out, and with it a fresh crop of vendor-gated links to track down. Sophie Danby has rounded up every free ITSM-relevant analyst report she could find, from Gartner and Forrester to IDC, covering everything from AIOps and endpoint management to privileged access.
Social Media
Facebook-f Linkedin-in
Newsletter
This form collects your information so that we can send you our monthly newsletter. Check out our privacy policy for the full story on how we protect and manage your submitted data. You can opt out at any time. If you'd also like to receive additional communications from us, please select the box below.
Explore These Topics

Want ITSM best practice and ITSM tools advice delivered directly to your inbox? Why not sign up for our ITSM and ITSM tools newsletter? This way you won't miss any of the latest ITSM tips and tricks.

Sign Up Now!
nl subscribe strip imgage

Service Desk Articles

Technology as a Blocker: What ITSM Can Learn from Healthcare

Agentic AI in ITSM: 5 Ways Agentic AI Is Transforming the IT Service Desk

5 Innovative ITSM Best Practices That Transform Your IT Help Desk

How IT Support Can Deliver Better Employee Experiences

Important IT Support Skills: How to Recover a Deleted Partition on a USB Drive

ITSM Webinars: Free On-Demand ITSM & ITIL Webinars

More Service Desk Articles

ITSM Articles

The Business Case for Experiential Learning in ITSM

AI Is a Service Too: Why ITSM Still Matters in the Age of AI

The New AI Mandate for ITSM: Digital Workers Do More with Less While Improving Service

Service Management Still Doesn’t Value People Enough

How to Extend ITSM Frameworks to Legal and Operations Teams: A Step-by-Step Guide

Service Management Architecture: The Missing Foundation for AI and the Intelligent Enterprise

More ITSM Articles