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
Illustration of workers building a stone foundation labeled "Service Management Foundations" beneath towers reading "Scaled AI" and "Operations," representing the architecture needed for the intelligent enterprise

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

AI can only be as effective as the service management environment that supports it. This article explains why service management architecture, rather than tools alone, provides the operational foundation needed for AI, Agentic AI, and intelligent enterprise transformation.
Person looking through binoculars with two portraits in the lenses, representing perspective in service management

Why Service Management Is a Human Behavior Problem

Service management frameworks describe what people should do and rarely explain why they don’t. Maarten Bordewijk has spent 30 years arguing that the problem is behavioral, not procedural. In episode 10 of Conversations with Giants, he makes the case for founding the discipline on behavioral science, explains why AI raises the value of human judgment, and gives his blunt verdict on the new ITIL.
Three IT team members arguing during an outage, illustrating vendor blame in multi-vendor outages

When Three Different Vendors Each Say the Outage Isn’t Their Fault

When three vendors each report a different timeline for the same outage, none of them are necessarily wrong, and none of them add up to what happened. This article looks at why multi-vendor outages are becoming the norm as cloud infrastructure consolidates around a handful of providers, why vendor timelines rarely match, and why the only thing an organization fully controls is its own independent incident record.
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

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

Beyond Intelligence: Why Context Is the Missing Piece in AI-Driven IT Service Desks

More Service Desk Articles

ITSM Articles

Microsoft Audits Hosting Providers Every Other Year Now, and Most Have No Governance Plan

Most Software Buyers Misuse the Gartner Magic Quadrant

You Can’t Secure What You Can’t See: Why IT Asset Management Is the Foundation of Cybersecurity

Seven Signs On-Premises ITSM is Still the Right Call for Your Organization

What IT Audits Reveal That Service Dashboards Miss

A Process Is Still a Conversation: Humanising Service Management

More ITSM Articles