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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!

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Data trapped in ITSM tools shown as an open steel trap with jagged teeth, lit in blue and pink, with the words ITSM DATA across it

AI and the Data “Trapped” in ITSM Tools

Our industry has talked about the data trapped in ITSM tools for years, but the real issue isn’t collection; it’s collecting without a purpose. This piece looks at unused and underutilized ITSM data, why CMDBs are the classic example, and how AI is finally positioned to spot what’s wasted, what’s underused, and what should be collected next.
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Service Financial Management in ITIL 4: What the Practice Covers and How It Works

Every digital product carries a cost, but few organizations can say what that cost is, let alone what drives it. ITIL 4’s Service Financial Management practice turns spending on people, technology, suppliers, and process into information leaders can act on. This article looks at how the practice builds cost models, plans budgets, and why the answer differs depending on whether IT is core to the business or a supporting function.
ITSM transformation team of professionals leaning over a table lit by glowing red lines while planning together

Why ITSM Transformation Fails at the People Layer

Every ITSM transformation plan gives the platform an owner, a budget, and a schedule, while adoption gets a communications plan. Gartner and Bain data suggest that gap is where most programs fall short: leaders approve the model without knowing what it will ask of them, and practitioners wait to see whether it lasts. The piece makes the case for planning the people layer as a funded workstream.
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