It’s that time of year again when we start to wind down for the holidays before facing the challenges of the year ahead. But what IT service management (ITSM) help will you and your organization need in 2025? This is exactly why we run our annual ITSM Topics poll – it’s good to know where you’ll likely focus next year and where others will be focusing, too. Plus, it provides a collective shout-out for assistance in certain ITSM areas.
So, what would you like to read about on ITSM.tools in the year ahead? Please take this quick poll to share your top five areas of ITSM need. Last year, we shared the poll results in this ITSM Trends for 2024 – What Our Latest Industry Poll Says article. Expect something similar based on the new poll data in January 2025.
How to take the ITSM Topics poll
It’s not hard. Just a one-question “ITSM help” poll where you need to make five ticks in boxes. However, it’s important to make your answers personal – what YOU and your organization would benefit from in terms of helpful ITSM content – not where you or ChatGPT thinks the ITSM industry will head in 2025 based on what has been written elsewhere.
Your poll input will help us to help you and your peers in 2025. The 2025 poll has a few tweaks to the previous year’s topic list to reflect the industry changes seen in the last twelve months. Plus, the “Other” option is there to capture any other ITSM-related topics you’d like help with during 2025.
It doesn’t matter where you work and the role you fulfill. If you’re an IT service desk leader or agent, an IT manager or senior leader, an ITSM tool vendor employee, or an ITSM consultant, your ITSM Topics poll submission will help ensure ITSM.tools’ articles offer valuable insights to the knowledge-hungry people who read them.
2024’s most-read ITSM content
We changed our Google Analytics setup in March 2024 due to “bugginess,” so these results don’t reflect the full year. They are likely indicative, though, of what was read most in 2024.
In addition to the 2025 ITSM Topics poll responses, we also use the reads data (on the ITSM content between 2016-24) to help shape the ITSM topics we focus on for the year ahead.
The five most popular ITSM articles written and published in 2024 (up to December 10th 2024) were:
- Service Integration and Management Model (SIAM) Explained by Stephen Mann
- Defining Your IT Service Desk Processes by Eusoph Simba
- ITSM Trends for 2024 – What Our Latest Industry Poll Says by Sophie Danby
- 5 Ways ITIL Documentation Boosts IT Service Management by Gilad Maayan
- Enterprise Service Management – What is ESM? by Sophie Danby
It takes time for new articles to become “popular” via search engine traffic and to make it into the top 20 ITSM.tools articles.
The ten most popular ITSM articles of 2024 on ITSM.tools, regardless of publication year (shown in brackets), were:
- ITIL 4 Explained by Akshay Anand (2019, updated in 2024)
- The ITIL 4 Value System Explained by Sophie Danby (2019, 2023)
- How to Define, Measure, and Report IT Service Availability by Stuart Rance (2017, 2024)
- The Purposes of the 34 ITIL 4 Practices by Sophie Danby (2023)
- The ITIL 4 Service Value Chain Explained by Daniel Breston (2019, 2023)
- ITIL 4 Service Desk Practice Guide by Jamie Bell (2021)
- The Four Dimensions of Service Management by Sophie Danby (2023)
- Service Integration and Management Model (SIAM) Explained by Stephen Mann (2024)
- What is ITSM? by Stephen Mann (2017, 2024)
- ITIL Guiding Principles Explained by Sophie Danby (2023)
The 2025 need for new ITSM content
With so much “new” ITSM content being churned out of ChatGPT and similar generative AI tools by time and cost-strapped marketers (yes, I know we have some, but we try to avoid it), there’s an even bigger need for fresh ITSM content that isn’t regurgitated and potentially error-prone.
So, I can’t make a call-out for hot ITSM topics without asking for new ITSM content. If you can write an article (or articles) containing your ITSM knowledge and experiences, for publication on ITSM.tools, we’d be very grateful.
If you can write about the hot ITSM topics, that would be great. However, we also need content on ITSM topics that are relatively unloved on the internet (such as Stuart Rance’s ever-popular availability article). Thank you for any help you can provide 😊
All we ask is that what’s written and shared is helpful to readers. We operate an editorial process that hopefully ensures new content is a good use of readers’ time. These ITSM.tools content creation guidelines are here.
Finally, the ITSM.tools website continues to exist and provide ITSM help through our work for clients. If you work for an ITSM tool vendor and need customer/prospect-focused ITSM content, we can help. You can find an overview of our services here (we provide a range of ITSM-content creation, marketing, and design services), and our online contact form makes contacting us easy. Thanks.
Sophie Danby
Sophie is a freelance ITSM marketing consultant, helping ITSM solution vendors to develop and implement effective marketing strategies.
She covers both traditional areas of marketing (such as advertising, trade shows, and events) and digital marketing (such as video, social media, and email marketing). She is also a trained editor. Y
