ITSM Articles

IBM Licensing Resources for ITSM Professionals

Posted by Piaras MacDonnell
on July 8, 2025

Navigating IBM’s licensing models, contractual obligations, and product lifecycle changes can be time-consuming and risky without access to the right information. To help, here’s a curated list of IBM licensing resources to help your organization manage its IBM licensing risk and reduce unnecessary costs.

6 Ways Agentic AI Is Replacing Level 1 ITSM Tasks

Posted by Manish Sharma
on July 2, 2025

McKinsey’s latest modeling estimates that generative and agent-driven AI could inject $2.6 trillion to $4.4 trillion of new economic value every year – roughly equivalent to the GDP of the UK. Inside ITSM, that value materializes whenever autonomous software agents absorb the drudgery once handled by Level 1 IT support staff.

ITSM Tool Change – Is Anything Different in 2025?

Posted by Sophie Danby
on July 1, 2025

ITSM.tools takes a snapshot of the ITSM tool market every couple of years. It’s a short poll about whether ITSM tool change or churn is still happening and what the primary drivers for the ITSM tool replacements are (or were). The 2025 poll is here and we would appreciate you taking one minute or less to complete it.

How AI Revolutionizes Your ITSM Knowledge Management

Posted by Roger Labelle
on June 24, 2025

AI-driven knowledge management can help make your ITSM knowledge more accessible, accurate, and actionable. This article explains how AI-powered solutions revolutionize ITSM knowledge management, starting with the limitations of traditional knowledge management before covering how specific AI-enabled capabilities can help.

ITIL 4 Continual Improvement Explained – A Quick Guide

Posted by Sophie Danby
on June 17, 2025

ITSM isn’t just about “keeping the lights on”; it’s also about delivering better services, experiences, and business outcomes over time. This is where the ITIL 4 continual improvement practice plays a critical role.

10 Tips for Optimizing IBM License Costs

Posted by Piaras MacDonnell
on June 10, 2025

This article offers ten actionable tips to help ITAM and ITSM professionals better manage their organization’s IBM license costs. Because maximizing its ROI while avoiding unplanned and unbudgeted expenses requires strategic license management.

Service Design in ITIL 4: A Quick Introduction

Posted by Sophie Danby
on May 20, 2025

This article shares what ITIL 4’s Service Design management practice is, its importance to ITSM, its key elements, its other ITIL 4 management practice dependencies, and the Service Design processes your organization can use to improve its IT service delivery.

10 Legitimate Reasons for Delaying an IBM License Audit

Posted by Piaras MacDonnell
on May 14, 2025

Imagine that your organization has been notified of an IBM license audit but needs more preparation time. Being unprepared is not a legitimate reason for delaying the audit. However, all is not lost if any of the ten commonly accepted reasons for delaying an IBM license audit can be demonstrated.

Why and How AI Changes Your IT Support Capabilities

Posted by Roger Labelle
on May 6, 2025

The rapid evolution of AI capabilities and increasing end-user expectations mean your corporate IT support and wider ITSM capabilities must transform. Not only is more possible with AI, but your employees or end-users now expect more from their corporate IT services, too.

Workforce and Talent Management in ITIL 4

Posted by Sophie Danby
on May 1, 2025

This article shares some Workforce and Talent Management practice content areas, highlighting common IT industry challenges and how your IT organization can leverage this guidance to improve team performance, retention, and leadership effectiveness.

ITIL 4 Relationship Management: A Quick Guide

Posted by Stephen Mann
on April 23, 2025

This article explores Relationship Management’s role in ITIL 4, how it differs from previous ITIL iterations, its key principles, and best practices for successful adoption in IT service management (ITSM) environments.

How to Best Prepare for a Software Licensing Audit

Posted by Piaras MacDonnell
on April 16, 2025

Proper preparation by your organization can significantly reduce the risks and improve the outcomes of software licensing audits. To help, this article provides strategic steps to help your organization prepare for a software licensing audit effectively.

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.

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