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

The Current State of Enterprise Service Management and Digital Transformation

Posted by Stephen Mann
on January 14, 2021

ITSM.tools has a new Enterprise Service Management and Digital Transformation survey running in conjunction with AXELOS to provide the industry with fresh adoption data, plus guidance and inspiration. Please take the survey 🙂

Did I Really Learn ITIL from My Grandmother?

Posted by Ivor Macfarlane
on January 12, 2021

Here, Ivor Macfarlane takes a nostalgic and very accurate view of ITIL’s seven guiding principles. When it comes to behavior the important ideas that underpin it really haven’t changed much in the last 100 years. Intrigued? Read on.

Common XLA Mistakes and How to Avoid Them

Posted by Sami Kallio
on January 8, 2021

Are you looking to introduce experience management in your organization? No idea where to start? To help, this article by Sami Kallio outlines many of the common XLA mistakes that your organization will face when adopting an experience management approach.

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