ITSM Articles

Agentic AI’s Role in Enterprise and IT Service Management

Posted by Alexandria Nisha
on April 10, 2025

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?

SIAM Governance – Overcoming Siloed Service Management Processes

Posted by Nitish Deepak
on April 9, 2025

SIAM governance is a structure created to connect suppliers, optimize operations, and enable teams to achieve business objectives with flexibility and effectiveness. This article explains what’s involved.

ITSM Well-being in 2025

Posted by Stephen Mann
on April 8, 2025

Here are the results of our ITSM Well-being in 2025 survey. It was last run in early 2024 to see how people in ITSM roles felt about work, and these results are used in this article for comparison purposes.

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

Posted by Jan Skrabanek
on April 2, 2025

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.

New AI in ITSM Survey – Please Help

Posted by Stephen Mann
on March 25, 2025

Given that governance (including AI governance) and generative AI (GenAI) were the top two options in ITSM.tools’ 2025 content poll, we appreciate that people are keen to get as much insight on what is happening with AI in the ITSM space as possible. We’re therefore running another “AI in ITSM” survey only six months after the last one.

ITOM-ITSM Integration – The Key to Smarter Service Management

Posted by Nikhil Frederick J
on March 20, 2025

IT organizations can face challenges that include manual CMDB updates, reactive incident management and long resolution times, and monitoring-alert fatigue. This article looks at these challenges (and their impact) before offering a solution – ITOM-ITSM integration.

How Best to Recover from a Poor IBM Software Audit

Posted by Piaras MacDonnell
on March 18, 2025

Getting poor IBM software audit outcomes is not the end of the road. With a structured and strategic remediation approach, your IT teams can strengthen their IBM licensing compliance posture and mitigate future IBM software audit risks.

Change Enablement – What Change Management Became in ITIL 4

Posted by Sophie Danby
on March 11, 2025

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.

ITSM Well-being in 2025 – Please Take Our Survey

Posted by Stephen Mann
on March 4, 2025

We’re running our fifth ITSM Well-being Survey to see how people feel about working in IT (and in IT service delivery and support roles in particular) in 2025. We’re hoping you’ll spare us a minute or so to share your personal views on employee well-being in your organization.

How ITIL and Agile Can Coexist

Posted by Eusoph Simba
on February 25, 2025

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.

Top 10 IBM Licensing Mistakes and How to Avoid Them: Insights for ITSM Pros

Posted by Piaras MacDonnell
on February 20, 2025

IBM software licensing is notoriously complex. Even small IBM licensing mistakes can lead to costly compliance issues. This article shares the top 10 IBM licensing mistakes and provides actionable strategies to help ITSM professionals avoid them.

How Blockchain Will Transform ITSM Capabilities

Posted by Farooq Hussain
on February 12, 2025

Blockchain is a technology often associated with cryptocurrencies. However, it can potentially revolutionize ITSM because its ability to provide transparency, security, and immutability across processes makes it a natural fit for tackling many of ITSM’s pain points.

The State of AI in ITSM Correlations

Posted by Stephen Mann
on February 4, 2025

An earlier State of AI in ITSM 2025 article shared some headline statistics from an Atomicwork, PeopleCert, and ITSM.tools survey and report. This article now shares some of the ITSM correlations found in the AI report data.

Top 10 IBM License Audit Triggers – What ITSM Pros Need to Know

Posted by Piaras MacDonnell
on January 29, 2025

IBM license audits often come as an unwelcome surprise for ITSM professionals. Despite maintaining a positive relationship with your IBM account manager and investing significantly in software and support over the years, your organization might still receive notice of an IBM license audit. Why does this happen?

AI Transformation in ITSM Requires a Bigger Vision

Posted by David Barrow
on January 22, 2025

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.

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