Service Desk Articles

Why and How AI Changes Your IT Support Capabilities

Posted by Roger Labelle
on May 6, 2025

The rapid evolution of AI capabilities and increasing end-user expectations mean your corporate IT support and wider ITSM capabilities must transform. Not only is more possible with AI, but your employees or end-users now expect more from their corporate IT services, too.

Agentic AI’s Role in Enterprise and IT Service Management

Posted by Alexandria Nisha
on April 10, 2025

The progress we’ve seen so far in the AI landscape has been nothing short of fascinating – especially in IT. The question for enterprises then becomes: How will Agentic AI agents drive an autonomous approach to IT support and service delivery?

ITSM Well-being in 2025

Posted by Stephen Mann
on April 8, 2025

Here are the results of our ITSM Well-being in 2025 survey. It was last run in early 2024 to see how people in ITSM roles felt about work, and these results are used in this article for comparison purposes.

ITOM-ITSM Integration – The Key to Smarter Service Management

Posted by Nikhil Frederick J
on March 20, 2025

IT organizations can face challenges that include manual CMDB updates, reactive incident management and long resolution times, and monitoring-alert fatigue. This article looks at these challenges (and their impact) before offering a solution – ITOM-ITSM integration.

30 Free IT Ticket Templates for IT Service Desks

Posted by Vishnu Selvaraju
on January 16, 2025

IT ticket templates refine your team’s response process, allowing service desk agents to communicate swiftly with pre-drafted replies for common issues. Here are some examples you can use.

ITIL 4 IT Service Management Practices

Posted by Akshay Anand
on January 6, 2025

Here Akshay Anand – Lead Architect for the ITIL update – gives the lowdown on the new ITIL 4, including the new service value system, the ‘four dimensions’, the updated guiding principles (originally found in ITIL Practitioner), and the change of processes to practices.

ITIL – The IT Service Management Framework (ITIL v3 and ITIL 4)

Posted by Sophie Danby
on January 5, 2025

This article has been written to offer you as much insight as possible into ITIL 4 in a short time. From what it is to the key elements that comprise the latest ITIL 4 service management best practice guidance.

Which IT Service Management Tools? Here’s an ITSM Tools List

Posted by Stephen Mann
on January 4, 2025

Are you looking for a new IT service management (ITSM) tool? If so, do you know what your options are? Here we provide an overview of 42 ITSM tools to suit organizations of all different sizes and ITSM maturity.

What’s ITSM? ITIL 4 Service Management

Posted by Stephen Mann
on January 3, 2025

What is ITSM? Why is ITSM important? What are ITSM’s benefits? And what are ITSM’s “quick wins”? Find out more with our comprehensive overview.

How to Define, Measure, and Report IT Service Availability

Posted by Stuart Rance
on January 2, 2025

To measure, document, and report IT service availability in ways that will be helpful to your organization and your customers you need to do two things…

10 Key ITSM Principles and Best Practices

Posted by Vishnu Selvaraju
on December 5, 2024

Adhering to ITSM principles better positions your organization for long-term success – from ITIL adoption, through Knowledge-Centere Service, to streamlining change management. This article explains more.

IT Service Desk Agent: 10 Things a New Agent Needs to Know

Posted by Stephen Mann
on September 19, 2024

Thinking about becoming an IT service desk agent or analyst? Here’s a list of ten things to set you on the right path to a fulfilling career in ITSM.

LLMs: 5 Uses of Large Language Models in ITSM Tools

Posted by Gilad Maayan
on September 11, 2024

LLMs can perform various tasks such as translation, summarization, data analysis, and question answering. Their ability to understand context and nuances in language makes them highly versatile. This adaptability has led to their adoption in multiple domains, including customer service, content creation, and more specialized fields like IT service management (ITSM).

Mental Health Decline: Why IT Leaders Can No Longer Ignore It

Posted by Daniel Breston
on September 3, 2024

It’s time we as leaders observe the obvious: because we (yes, I was once one) are the cause of the mental health crisis in IT. This article looks at the Big 5: anxiety, stress, depression, burnout, and their leader stigma.

10 ITIL Best Practices for MSPs and MSSPs

Posted by Gilad Maayan
on August 21, 2024

Managed service providers (MSPs) deliver various IT services to businesses, ranging from network management to disaster recovery. While managed security service providers (MSSPs) specialize in delivering security-centric services, differentiating them from generic MSPs. This article shares ten ITIL best practices that can apply to both MSPs and MSSPs.