Automation & AI Articles

How AI Helps Service Desks

AI-Assisted Service Desks

If you’re wondering about AI-assisted service desks, this article and the videos it links to are for you. Discover how AI-assisted service desks transform ITSM, especially for lean teams – improving speed, experience, and scalability across the business.
Context-Aware Remote Support

Context-Aware Remote Support – the Future of IT Service Management

No matter where an employee is, they expect consumer-grade speed and simplicity. However, their issues are increasingly intertwined with complex networks of devices, SaaS applications, VPNs, and networks that you may not fully control. In this article, discover how context-aware remote support closes the IT resolution gap, reduces MTTR, improves security, and transforms ITSM for hybrid work.
Pushing the Boundaries of Major Incident Response

Pushing the Boundaries of Major Incident Response with Agentic AI

Instead of relying solely on traditional major incident management workflows, IT teams need to diversify and modernize their approach by infusing intelligence into their incident response flows. This article explains how IT incidents and major incidents are detected, analyzed, and resolved better with AI.
2026 ITSM Content

2026 ITSM Content: What IT Service Management Topics Do You Need Most?

What will you need help with next year? Take our quick 2026 ITSM Topics poll to help shape the articles, guides, and practical content ITSM.tools posts. This aggregated insight also gives us an indication of the hottest trends in ITSM right now.
2026 ITAM Outlook

2026 ITAM Outlook: Focused AI, Strong Governance, and the End of Tool Sprawl

What does the 2026 ITAM outlook include?Ian Cahall sees two major shifts taking hold: AI moves from hype to governed, targeted adoption, and multi-tool sprawl will shift to deeper execution on a primary platform.
The State of AI in IT for 2026

The State of AI in IT for 2026: Adoption, Trust, Value, and Reality

The 2026 State of AI in IT Report shows that AI in IT adoption is accelerating for 2026. This article explores survey insights from IT professionals and end-users on AI maturity, trust, ROI, barriers, and real-world ITSM impact.
Reimagining Knowledge Systems in ITSM with AI

Reimagining Knowledge Systems in ITSM: Moving From AI-Assisted to AI-Native

Knowledge has always been the backbone of ITSM excellence. However, even with immense effort invested in documenting, classifying, and organizing knowledge articles, most knowledge systems still fall short of meeting expectations. This article explains how AI helps.
How Analyst Reports Guide Service Management Progress

Setting the Standard: How Analyst Reports Guide Service Management Progress

Diving into analyst reports is an efficient way for organizations to learn what top vendors are offering, what users are experiencing, and what trends are emerging from an unbiased source. This article looks at the opportunity of analyst reports including The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025 report.
AI in ITSM

AI in ITSM – 4 Key Points

This article provides you with a 2025 “temperature check” of AI in ITSM based on a recorded webinar and the creation of a new survey-based AI in ITSM report. The “AI in ITSM” stats are shared in another ITSM.tools article.
AI Reduces Risk in IT Change Management

How AI Reduces Risk in High-Impact IT Change Management

Read how AI can make a lasting impact in IT change management. ITSM practitioners can begin moving away from a risk-prone, manual IT change management (or change enablement) process toward a highly controlled, predictive, and agentic ITSM framework.
2026 ITSM Risks

2026 ITSM Risks: Managing AI Explosion, Governance, and Data Integrity in IT Service Management

With the proliferation of AI tools and their increasing ease of use, employees are leveraging AI to enhance the efficiency and effectiveness of themselves and their departments. However, the unauthorized use of AI by employees is also becoming an increasing issue for organizational security and integrity.
Sleepwalking into Exclusion

Sleepwalking into Exclusion: The Hidden ITSM Risk for 2026

When ITSM and other digital leaders discuss risks entering 2026, the conversation typically revolves around outages, cyber threats, rising costs, tooling, or vendor lock-in. These are all important risks. But they’re also predictable. David Barrow believes the ITSM risk we’re most underestimating is exclusion.
AI in IT in 2026

AI in IT in 2026: Where is ITSM Heading?

Are you thinking about AI in IT in 2026? We’re rerunning our AI in IT survey with Atomicwork, collecting responses now to publish a fresh 2026 AI in IT report in time for the start of 2026. Please help everyone by adding your experiences and opinions.
The Rise of the Self-Healing Service Desk with AI Agents

The Rise of the Self-Healing Service Desk: Ending the L1 Workload Crisis with AI Agents

Discover how AI Agents are transforming IT service management (ITSM) by automating Level 1 (L1) support, resolving issues before tickets arise, and enabling self-healing service desks that free technicians to focus on strategic work.
Top ITSM Risks in 2026

Top ITSM Risks in 2026: AI, Automation, and Shadow Vibe Apps

When Ian Aitchison was asked about the primary risk he thinks ITSM leaders should be focused on for 2026, he stated that he saw not one, but two key ITSM risks that are directly related. Avoiding them both requires “getting out of the frying pan, while avoiding the fire.”