ITSM Articles

Recover from a Poor IBM Software Audit

How Best to Recover from a Poor IBM Software Audit

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.
ITSM Well-being in 2025

ITSM Well-being in 2025 – Please Take Our Survey

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.
ITIL and Agile Can Coexist

How ITIL and Agile Can Coexist: Balancing Structure and Speed in ITSM

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

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

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.
Blockchain and ITSM

How Blockchain Will Transform ITSM Capabilities

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.
Tips for ITSM Conferences

Maximise Your Next ITSM Conference: 6 Proven Tips

With so many sessions on offer, people to meet, and new ideas to digest, how can you be sure to make the best of your next ITSM conference experience?
Key AI in ITSM Correlations and Insights

AI in ITSM 2025: Key ITSM Correlations and Insights

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

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

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

AI Transformation in ITSM – A Strategic Shift for the Enterprise

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.
Forget watermelon SLAs, you need XLAs

What Are XLAs (Experience Level Agreements)? A Practical Guide to Using Them in ITSM

Yes you should aim to solve tickets as quickly as possible, but there’s more to it than that. Meeting an SLA doesn’t guarantee that the customer is happy. You need to put the emphasis on customer experience. You need XLAs, and here’s why.
Free IT Ticket Templates

Free IT Ticket Templates – 30 Ready-To-Use Service Desk Forms and Replies

IT ticket templates refine your team’s response process, allowing service desk agents to communicate swiftly with pre-drafted replies for common issues. Here are some examples you can use.
Hottest ITSM Trends for 2025

Top ITSM Trends to Watch in 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 Guiding Principles

ITIL Guiding Principles Explained: What They Are & Why They Matter

The ITIL guiding principles were first introduced in 2016’s ITIL Practitioner guidance. ITIL 4 refined these to seven guiding principles and this article shares what they are and how they help with ITSM.
CMDB vs. Asset Management

CMDB vs. Asset Management – What’s the Difference?

Capabilities like Configuration Management (with its Configuration Management Database (CMDB)) and Asset Management (and asset management tools) can help with ITSM. But what’s the difference – CMDB vs. Asset Management? This article explains what each is and how each helps.
AI in ITSM 2025

AI in ITSM 2025 – The State of Artificial Intelligence in Service Management

Last December, Atomicwork, PeopleCert, and ITSM.tools published a State of AI in IT 2025 report. This followed an early 2024 ITSM-focused report on AI adoption in North American IT organizations. This time, the IT element of the survey is global, thanks to the assistance of PeopleCert. This article shares some of the insights from the new data.