ITSM Articles

Service Design in ITIL 4

ITIL 4 Service Design Explained: From Planning to Delivery

ITIL 4’s Service Design management practice covers how services are shaped before they hit production. This article walks through what the practice is, its role in ITSM, its key elements, its dependencies on other ITIL 4 practices, and the Service Design processes an organization can use to improve IT service delivery.
Delaying an IBM License Audit

10 Legitimate Reasons for Delaying an IBM License Audit

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.
How AI Changes Your IT Support Capabilities

Why and How AI Changes Your IT Support Capabilities

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

Workforce and Talent Management in ITIL 4: A Practical Guide for IT Leaders

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

ITIL 4 Relationship Management: Guide to Building Strategic IT-Business Partnerships

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.
Prepare for a Software Licensing Audit

How to Best Prepare for a Software Licensing Audit

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 ESM and ITSM

Agentic AI’s Role in Enterprise and IT Service Management

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

SIAM Governance – Overcoming Siloed Service Management Processes

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

ITSM Well-being in 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

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.
AI in ITSM Survey

New AI in ITSM Survey – Please Help

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

ITOM-ITSM Integration – The Key to Smarter Service Management

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.
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.