Welcome to ITSM.tools

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
How Agentic AI Is Replacing Level 1 ITSM Tasks

6 Ways Agentic AI Is Replacing Level 1 ITSM Tasks

McKinsey’s latest modeling estimates that generative and agent-driven AI could inject $2.6 trillion to $4.4 trillion of new economic value every year – roughly equivalent to the GDP of the UK. Inside ITSM, that value materializes whenever autonomous software agents absorb the drudgery once handled by Level 1 IT support staff.
ITSM Tool Change

ITSM Tool Change – Is Anything Different in 2025?

ITSM.tools takes a snapshot of the ITSM tool market every couple of years. It’s a short poll about whether ITSM tool change or churn is still happening and what the primary drivers for the ITSM tool replacements are (or were). The 2025 poll is here and we would appreciate you taking one minute or less to complete it.
AI Revolutionizes Your ITSM Knowledge Management

How AI Revolutionizes Your ITSM Knowledge Management

AI-driven knowledge management can help make your ITSM knowledge more accessible, accurate, and actionable. This article explains how AI-powered solutions revolutionize ITSM knowledge management, starting with the limitations of traditional knowledge management before covering how specific AI-enabled capabilities can help.
Social Media
Twitter 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

Why and How AI Changes Your IT Support Capabilities

Agentic AI’s Role in Enterprise and IT Service Management

ITSM Well-being in 2025

ITOM-ITSM Integration – The Key to Smarter Service Management

30 Free IT Ticket Templates for IT Service Desks

ITIL 4 IT Service Management Practices

More Service Desk Articles

ITSM Articles

ITIL 4 Continual Improvement Explained – A Quick Guide

10 Tips for Optimizing IBM License Costs

Service Design in ITIL 4: A Quick Introduction

10 Legitimate Reasons for Delaying an IBM License Audit

Workforce and Talent Management in ITIL 4

ITIL 4 Relationship Management: A Quick Guide

More ITSM Articles

Quick Content Limited
20 Nightingales, Market Deeping,
Peterborough. PE6 8RU,
United Kingdom.

Twitter Facebook-f Linkedin-in

Content Topics

Information

Legal Stuff