ITIL Articles

How to Build a CMDB for SMBs

How to Build a CMDB for SMBs: A Best Practice Guide to Configuration Management

A Configuration Management Database (CMDB) might sound like a tool for large enterprises, but here’s the great news: your small or medium-sized business (SMB) can benefit from it, too. In this article, you’ll learn how to create a CMDB that fits your business needs.
Change Enablement

Change Enablement – What Change Management Became in ITIL 4

Change enablement in ITIL 4 is the management practice of ensuring that changes to IT services and the IT infrastructure are implemented in a way that minimizes risk and disruption while maximizing value. This article calls out some of the key changes in the move from ITIL v3’s change management to ITIL 4’s change enablement.
ITIL and Agile Can Coexist

How ITIL and Agile Can Coexist

ITIL and Agile are two of the most widely adopted IT frameworks. While ITIL is often associated with structured processes and governance, Agile emphasizes flexibility, collaboration, and rapid delivery. However, they can coexist and even complement each other to create a more robust ITSM strategy.
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.
ITIL 4 explained

ITIL 4 IT Service Management Practices

Here Akshay Anand – Lead Architect for the ITIL update – gives the lowdown on the new ITIL 4, including the new service value system, the ‘four dimensions’, the updated guiding principles (originally found in ITIL Practitioner), and the change of processes to practices.
What is ITIL all about?

ITIL – The IT Service Management Framework (ITIL v3 and ITIL 4)

This article has been written to offer you as much insight as possible into ITIL 4 in a short time. From what it is to the key elements that comprise the latest ITIL 4 service management best practice guidance.
ITSM explained - what is ITSM?

What’s ITSM? ITIL 4 Service Management

What is ITSM? Why is ITSM important? What are ITSM’s benefits? And what are ITSM’s “quick wins”? Find out more with our comprehensive overview.
Define, Measure, and Report IT Service Availability

How to Define, Measure, and Report IT Service Availability

To measure, document, and report IT service availability in ways that will be helpful to your organization and your customers you need to do two things…
ITSM Principles and Best Practices

10 Key ITSM Principles and Best Practices

Adhering to ITSM principles better positions your organization for long-term success – from ITIL adoption, through Knowledge-Centere Service, to streamlining change management. This article explains more.
Use ITIL to Transition from Legacy Systems

Transition Legacy Systems to Modern IT Infrastructure with ITIL

Legacy tech challenges are not easily overcome, so in their attempts to overcome them, many organizations turn to ITIL as a possible framework for creating an organizational approach to mitigating the limitations of legacy systems.
ITIL Best Practices for MSPs and MSSPs

10 ITIL Best Practices for MSPs and MSSPs

Managed service providers (MSPs) deliver various IT services to businesses, ranging from network management to disaster recovery. While managed security service providers (MSSPs) specialize in delivering security-centric services, differentiating them from generic MSPs. This article shares ten ITIL best practices that can apply to both MSPs and MSSPs.
ITIL and ITSM Tools

ITIL and ITSM Tools – Tool Certification

This article asks: where are we now with ITIL and ITSM tools? In particular, customer organization needs for ITIL-focused ITSM tool certification schemes.
Great Service Desk

How to Become a Great Service Desk Team

Whether your organization is just starting out or looking to elevate its current service desk operations, this article shares insights and points to practical tips on improvement. It’s a sneak peek at what’s included in the Sunrise Software “A Guide on How to Become the Best Service Desk” guide.
Software Deployment and ITSM

IT Service Management and Successful Software Deployments

Read how integrating software deployments with ITSM enhances the efficiency and reliability of software delivery. Where ITSM best practice frameworks, such as ITIL, provide structured approaches to managing IT services, focusing on aligning IT processes and services with business objectives.
ITSM Tool Certification

ITSM Tool Certification – The PeopleCert ITIL ATV Programme

Independent IT service management (ITSM) tool certification is a valuable tool-selection input for any organization looking to procure a new ITSM tool. So, if you’re looking for an introduction to the PeopleCert ITIL-Accredited Tool Vendors (ATV) programme, this article is for you.

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