Automation & AI Articles

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.”
AI in ITSM Tools

AI in ITSM Tools: What’s Being Added and What’s Next (2025 Insights)

In Q3 2025, PeopleCert collaborated with Accredited Tool Vendors (ATVs) and ITSM.tools on research to better understand where AI capabilities have been added to ITSM tools and what the future of AI in ITSM tools holds.
The 2025 State of ITSM Report

The 2025 State of ITSM Report: How GenAI Is Cutting Resolution Time by 54%

This article presents some key findings from the SolarWinds 2025 State of ITSM Report. With data from more than 2,000 ITSM systems and over 60,000 anonymized incident records, this year’s report takes a close look at how service teams are adapting to new tools, especially generative AI (GenAI), and what measurable results they’re seeing.
How UEMS Solutions Reduce IT Help Desk Tickets

How UEMS Solutions Reduce IT Help Desk Tickets and Improve Employee Experience

Discover how Unified Endpoint Management and Security (UEMS) solutions reduce IT help desk tickets, improve employee experience, and cut operational costs.
ITSM Tool EOL: What to Do

ITSM Tool EOL: What to Do

When your ITSM tool reaches EOL, your organization is faced with both a challenge and an opportunity. The challenge lies in ensuring continuity of IT services, processes, and knowledge without disruption. The opportunity arises from rethinking ITSM to better align with modern business needs, AI, and experience management.
AI in ITSM Survey

AI in ITSM Survey Correlations: Key Insights and Global Trends

The last AI in ITSM survey we ran with HCLSoftware was designed for publication with limited space for the correlations we discovered. Not including all the correlations in the report means that they can instead be shared in this article.
Salesforce Moves Into ITSM

Salesforce Moves Into ITSM – Opportunity or Distraction?

Salesforce is starting to talk about ITSM. References to ITSM are now showing up in Service Cloud messaging and its “Agentforce” AI-building platform positioning. So far, it has been relatively low-key in my opinion: a Dreamforce announcement (that created a buzz), a few posts, a video, and a landing page that feels more like a placeholder than a full strategy. Is it less a bold announcement and more like a quick response to ServiceNow’s move into CRM? The big question is whether Salesforce’s entry into ITSM will have a real impact.
ITSM Tool Churn in 2025

ITSM Tool Churn in 2025 – It’s Better News

Every couple of years, ITSM.tools runs a short poll to understand whether organizations are changing their ITSM tools and – importantly – why. This article shares the results of our 2025 ITSM tool churn poll.
AI Agents in ITSM

AI Agents in ITSM – What You Need to Know

A recent AI in ITSM survey by ManageEngine examined the progress of AI adoption among a sample of 300 IT professionals and their organizations. It extended beyond the current use of AI to include the future impact of AI agents. This article presents some of the survey findings.
Shadow AI Risks

Shadow AI Risks – The Impact on IT Teams

A year ago, IT departments could easily dismiss GenAI tools as a “marketing experiment” because there were only a handful of AI writing tools that were gaining popularity. Today, every department is trying a new AI tool (cough, OpenAI wrapper, cough) that promises to double their productivity, increase their quality of work, and secure them a promotion. So how do we deal with this Shadow AI?
How Agentic AI Is Replacing Level 1 ITSM Tasks

The Future of ITSM: Agentic AI and the Autonomous Service Desk

McKinsey’s latest modeling estimates that generative and agent-driven AI could inject $2.6 trillion to $4.4 trillion of new economic value every year – roughly equivalent to the GDP of the UK. Inside ITSM, that value materializes whenever autonomous software agents absorb the drudgery once handled by Level 1 IT support staff.