Hot Topics Articles

AI Adoption in ITSM – Some Key Points

Posted by Stephen Mann
on May 2, 2024

In a recent webinar with SymphonyAI, I spoke about what our data is showing us regarding the current state of artificial intelligence (AI) adoption in IT service management (ITSM). This article shares some of the discussed points.

IT Service Management (ITSM) Learnings From SITS 2024

Posted by Vawns Murphy
on April 30, 2024

After a couple of days at the Service Desk and IT Support Show (SITS) in April, I came away with lots of IT service management (ITSM) learnings. Following on from my initial blog on the things I’ve taken away from SITS written for i3Works, here are some more shared ITSM learnings

IT Teams: The Unsung Heroes of Company Collaboration

Posted by John Coggins
on April 16, 2024

Innovation and cohesion. Two simple concepts, yet both are notoriously difficult to achieve. This article takes a look at both.

The Importance of IT Support to Perceptions of IT’s Value

Posted by Sakari Kyrö
on February 23, 2023

Is the absence of experience data allowing “ill-informed” decision-making to drive the wrong IT and IT support strategies and outcomes in your organization? Check out the latest Global IT Experience Benchmark Report and see for yourself.

Value and ITSM – A View From The Boardroom

Posted by Simon Kent
on February 22, 2023

The interest in value has made a significant leap to the top spot for 2023 in the poll of what ITSM.tools readers want to hear about most. Here Simon Kent shares his opinions on value and ITSM.

Why Do Companies Need to Change ITSM Tool?

Posted by Stephen Mann
on February 20, 2023

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.

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