Enterprise Service
Management Articles

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.
Gartner Magic Quadrant for ITSM

Want the Latest Gartner Magic Quadrant for ITSM for Free?

In this article, you’ll find links to ITSM tool vendor landing pages that give access to 11 ITSM-related research reports for free, including the latest Gartner Magic Quadrant for ITSM.
Important ITSM Statistics

9 Important ITSM Statistics and Insights

This ITSM statistics article shares a number of key data points that will help ITSM pros to make decisions about their future IT service delivery and support capabilities.
Why AI and Automation Powered ESM and ITSM is Now a Must

Why AI and Automation Powered ESM and ITSM is Now a Must

ITSM and ESM tool vendors have developed intelligent solutions that integrate AI into their solutions. These ITSM tools include AI modules or integrate AI to address a variety of business concerns, including worker shortages, as well as improving the end-user experience.
Hottest ITSM Trends for 2022

The 5 Hottest ITSM Trends (and Topics) for 2022

We asked our readers which topic areas they and their fellow ITSM practitioners would like content-related help with in 2022, and here we share the results.
Successful Enterprise Service Management

What’s Needed for Successful Enterprise Service Management

Does your ESM vision focus on employee experience, increasing employee engagement, and improving your customer experience? It should. Here’s why.
ITSM Help

What ITSM Help Do You Need in 2022?

As we kick off 2022 it’s time for you – our readers – to let us know which topics you need the most help with in the year ahead, by completing our quick one-question poll. Vote here.
Selling the Opportunity of Enterprise Service Management

Selling Enterprise Service Management to Your Organization

Struggling to get started – or see success – with enterprise service management? This article will help, by sharing data and good practices related to what others are doing such that the potential of enterprise service management can be best articulated, and then delivered, to other business functions.
The State of Service Management

The State of Service Management 2021

This article shares some of the key findings from the joint ITSMtools and Praecipio 2021 State of Service Management Report across five key areas of: business value, employee wellbeing, service management, technology, and experience and improvement.
Predictions for ITSM Strategy

4 Predictions That Will Impact Your ITSM Strategy

This article looks at what a number of service management authorities predict to be the most important changes, or trends, for service management professionals to understand and address in 2021 and beyond. Read it here.
Enterprise Service Desk: The Challenges (and it’s Not Just a Desk)

Enterprise Service Desk: The Challenges (and it’s Not Just a Desk)

Enterprise service management has been largely viewed through the lens of IT, and the same is true of the enterprise service desk concept. But it’s time to rethink the approach says Roy Atkinson. Here he explains why and how.
2020 Gartner ITSM Magic Quadrant

Want the 2020 Gartner ITSM Magic Quadrant for Free?

Here we’ve rounded up a list of seven of the most recent analyst reports for ITSM that are free-to-access via ITSM tool vendors. This includes the latest Gartner Magic Quadrant and Critical Capabilities reports. Get them all here.

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