Enterprise Service
Management Articles

Agentic AI's Role in ESM and ITSM

Agentic AI’s Role in Enterprise and IT Service Management

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?
AI Transformation

AI Transformation in ITSM Requires a Bigger Vision

AI transformation in IT starts with a bigger vision. A vision that sees ITSM move from IT to “enterprise” as ESM. IT and AI are at the forefront of a digital revolution. Let’s aim for this larger view, enabled by everything we’ve learned and continue to learn as service management professionals.
Hottest ITSM Trends for 2025

ITSM Trends for 2025

This article shares the results of ITSM.tools ITSM Trends for 2025 content poll based on 176 responses. There are also insights into how ITSM trends have changed over time, some trend-related opinions, and links to existing trend-related ITSM.tools content that might still help.
Enterprise Service Management

Enterprise Service Management – What is ESM?

While the concept of enterprise service management (ESM) has been around for well over a decade, the terminology isn’t necessarily something that people are aware of. So, in this article, Sophie Danby attempts to explain everything you need to know about it.
GenAI ITSM Examples

GenAI IT Service Management Use Case Examples

GenAI is the latest ITSM and ESM trend to drive changes in service management. This article offers GenAI ITSM examples to get you thinking.
Generative AI Adoption Success

The Biggest Challenges to Generative AI Adoption Success

There’s a long list of challenges when using generative AI. However, that list can be summed up in five words, “Get your house in order!” This article lists the top five ways you can achieve this.
AI Adoption in ESM

AI Adoption in ESM – Some Key Points

In a recent webinar with SymphonyAI, I discussed artificial intelligence (AI) adoption in enterprise service management (ESM) scenarios. This article shares some of the points we discussed on AI adoption in ESM, starting with how ESM has evolved in recent years.
ITSM Trends for 2024

ITSM Trends for 2024 – What Our Latest Industry Poll Says

This article shares the results of our 2024 content poll, insights into how ITSM trends have changed, trend-related opinions, and links to existing ITSM.tools content that might still be helpful.
Is ITSM a Journey and Not a Destination?

What’s Wrong with the Advice that “ITSM is a Journey, Not a Destination”?

If you’ve worked in ITSM roles long enough, you’ve probably been told, “ITSM is a journey, not a destination” at some point. But a journey is a series of destinations and for long journeys these break up the route and provide a sense of direction and accomplishment as they are reached. But what does this have to do with ITSM? This article explains.
ITSM Help for 2024

What ITSM Help Will You Need in 2024?

Every year, ITSM.tools runs a quick, one-question poll to understand the “ITSM help” readers would like in the year ahead. Please help by taking this years poll to tell us which topics will be important to you in the year ahead.
14 ESM Benefits

14 Benefits of Enterprise Service Management (ESM)

“The business benefits of enterprise service management should be articulated and sold” says Stephen Mann. Here these 14 ESM benefits are explained at a high level but in a way that transcends IT.
Enterprise Service Management Planning

5 Tips for Effective Enterprise Service Management Planning

So enterprise service management is happening, but what should you do in terms of enterprise service management planning to increase your organization’s chances of success? This article explores.
Why Do Companies Need to Change ITSM Tool?

Why Do Companies Need to Change ITSM Tool?

Has anything changed with the traditional levels of ITSM tool churn? It’s time to get more industry data or, to be more precise, to obtain up-to-date insight into the state of ITSM tools and why organizations need to change ITSM tool. Please take this poll.
Hottest ITSM Trends for 2023

The 5 Hottest ITSM Trends (and Topics) for 2023

We asked our readers to choose their five most important ITSM topics for 2023 relative to creating new best practice content to help. This article shares the results, along with a comparison to the 2022 results.
ESM and ITSM Processes

ESM – It’s Not Just About ITSM Processes

“Enterprise service management can, and should, be so much that replicating the IT service desk in other business functions” says Stephen Mann.

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