Automation & AI Articles

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.”
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 into where AI capabilities have been added to ITSM tools and what the future of AI in ITSM tools holds. This article shares the findings, what’s already available, what’s still coming, and where vendor claims sit relative to reality.
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.