Enterprise Service
Management Articles

Generative AI Adoption Success

The Biggest Challenges to Generative AI Adoption Success

There’s a long list of challenges when using generative AI to leverage and disrupt current IT service management (ITSM) and enterprise service management (ESM) operations. 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.
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.
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.
ITSM in 2023

ITSM in 2023 – the Real Value of Understanding Value Comes from Action

We’ve been talking about enterprise service management since 2008, value since at least 2011, and employee experience since 2013. Yet we’re still listing them as ‘trends for 2023’. Something needs to change… this article explores.
Ready for Enterprise Service Management (ESM)?

Is Your Company Ready for Enterprise Service Management (ESM)?

Enterprise service management is about providing employees with consistently high-quality services and support. Here Stephen Mann explains more.
Service Management World 2022

Service Management World 2022: IT’s an Experience Thing

Here Sophie Danby shares her key takeaways from the Service Management World event, including how enterprise service management and experience management were the hottest topics on the table.
ITSM Help 2023

ITSM Help in 2023 – What Do You Need?

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.

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