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 practitioners, consultants, trainers, tool vendors, and industry analysts. All created to make your ITSM and business outcomes better.

How to Succeed with AI in Your Organization

Posted by Ian Aitchison
on April 15, 2021

Here Ian Aitchison offers up guidance for any organization that’s looking to successfully use AI-enabled capabilities to improve their IT service delivery and support. Including whether you should use built-in AI features, add-on AI, or DIY AI solutions.

Introducing the 2021 State of Service Management Survey

Posted by Stephen Mann
on April 8, 2021

Can you help us to create and share much-needed industry statistics on the state of service management by answering our latest survey? The results will be helpful to many ITSM.tools readers and ITSM practitioners. Thank you.

Enabling IT Self-Service with Intelligent Automation and Proactive Remediation

Posted by Stephen Mann
on April 6, 2021

What self-service improvements should your organization be aiming for? This article by Stephen Mann explores, along with looking at how IT service desks can benefit from intelligent automation in self-service.