ITSM Articles

IBM Internal Audits

IBM Internal Audits – The Benefits

Internal audits aren’t just about ticking compliance boxes. Instead, they’re about ensuring governance, optimizing service performance, and aligning IT with business strategy. When it comes to IBM software and services, an IBM internal audit provides your organization with critical insights into associated risks and potential cost savings.
Pushing the Boundaries of Major Incident Response

Pushing the Boundaries of Major Incident Response with Agentic AI

Instead of relying solely on traditional major incident management workflows, IT teams need to diversify and modernize their approach by infusing intelligence into their incident response flows. This article explains how IT incidents and major incidents are detected, analyzed, and resolved better with AI.
2026 ITSM Content

2026 ITSM Content: What IT Service Management Topics Do You Need Most?

What do you need help with next year? Take our quick 2026 ITSM Topics poll to help shape the articles, guides, and practical content ITSM.tools puts out. The aggregated results also give us an early read on the hottest trends in ITSM right now, and where the industry conversation is heading in 2026.
2026 ITAM Outlook

2026 ITAM Outlook: Focused AI, Strong Governance, and the End of Tool Sprawl

What does the 2026 ITAM outlook include?Ian Cahall sees two major shifts taking hold: AI moves from hype to governed, targeted adoption, and multi-tool sprawl will shift to deeper execution on a primary platform.
The State of AI in IT for 2026

The State of AI in IT for 2026: Adoption, Trust, Value, and Reality

The 2026 State of AI in IT Report shows that AI in IT adoption is accelerating for 2026. This article explores survey insights from IT professionals and end-users on AI maturity, trust, ROI, barriers, and real-world ITSM impact.
Anti-Powernoia Guide

The Anti-Powernoia Practical Implementation Guide

A candid, experience-based guide to ITSM implementation failures caused by power and fear. Learn how Powernoia distorts ITIL practices, metrics, and tools – and what to measure instead to preserve dignity, trust, and real service excellence.
ITSM Eliminates SaaS Waste and Boosts Enterprise Efficiency

How IT Service Management Eliminates SaaS Waste and Boosts Enterprise Efficiency

Enterprise SaaS portfolios are often unmanaged, overlapping, and full of underutilized applications (SaaS waste), which saps funds, frustrates staff, and creates operational drag. This article explains how formal ITSM will help.
Reimagining Knowledge Systems in ITSM with AI

Reimagining Knowledge Systems in ITSM: Moving From AI-Assisted to AI-Native

Knowledge has always been the backbone of ITSM excellence. However, even with immense effort invested in documenting, classifying, and organizing knowledge articles, most knowledge systems still fall short of meeting expectations. This article explains how AI helps.
How Analyst Reports Guide Service Management Progress

Setting the Standard: How Analyst Reports Guide Service Management Progress

Diving into analyst reports is an efficient way for organizations to learn what top vendors are offering, what users are experiencing, and what trends are emerging from an unbiased source. This article looks at the opportunity of analyst reports including The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025 report.
How the VMDB Transforms the CMDB into a Value Management Engine

From Configuration to Value: How the VMDB Transforms the CMDB into a Value Management Engine

The VMDB introduces a new layer of business intelligence within service management tools, linking the technical configuration of services (managed in the CMDB) with their intended and realized value.
Technicians: Why IT Service Desks Are the New Cybersecurity Target

Technicians Hold the Access: Why IT Service Desks Are the New Cybersecurity Target

Technicians often hold critical privileges, including credential resets, access approvals, and configuration changes, and they frequently work under tight time constraints. While these technician roles are high-trust and high-privileged, they are often overlooked in security assessments. For attackers, compromising a technician is the best way to bypass traditional corporate security defences in a single attempt.
AI in ITSM

AI in ITSM – 4 Key Points

This article provides you with a 2025 “temperature check” of AI in ITSM based on a recorded webinar and the creation of a new survey-based AI in ITSM report. The “AI in ITSM” stats are shared in another ITSM.tools article.
Surviving IBM License Audits

License Audit Guidance – Surviving IBM License Audits

IBM license audits are a test of IT governance, asset management maturity, and your organization’s ability to balance risk with operational efficiency. This article provides insight into the end-to-end IBM audit process, offers proactive steps to strengthen your organization’s IBM license governance, and explains how ITSM and ITAM professionals can turn an IBM license audit into an opportunity to reinforce their SAM and compliance practices.
AI Reduces Risk in IT Change Management

How AI Reduces Risk in High-Impact IT Change Management

Read how AI can make a lasting impact in IT change management. ITSM practitioners can begin moving away from a risk-prone, manual IT change management (or change enablement) process toward a highly controlled, predictive, and agentic ITSM framework.
2026 ITSM Risks

2026 ITSM Risks: Managing AI Explosion, Governance, and Data Integrity in IT Service Management

With the proliferation of AI tools and their increasing ease of use, employees are leveraging AI to enhance the efficiency and effectiveness of themselves and their departments. However, the unauthorized use of AI by employees is also becoming an increasing issue for organizational security and integrity.