ITSM Articles

ITOM vs. ITSM

IT Operations Management (ITOM) vs. ITSM – Key Differences

Understanding the differences between ITOM (IT operations management) and ITSM (IT service management) is essential for businesses wishing to optimize the performance of their IT infrastructure and IT services. This article aims to help.
Machine Learning Ethics

Machine Learning Ethics in ITSM

AI is a game-changer in ITSM. But just because something is powerful doesn’t mean it’s without risk. We need machine learning ethics in ITSM. This article explains why.
ITSM24

ITSM24: The Top IT Service Management Learnings

The itSMF UK conference is one of the top IT service management (ITSM) industry events. It’s packed with exciting content that lets attendees stay current on ITSM best practices and industry trends. In this article, Vawns Murphy shares some of the highlights, along with tips and insights from the presenters.
ITAM Best Practices

8 IT Asset Management (ITAM) Best Practices for Better Control and Cost Optimization

Organizations should adopt several IT asset management (ITAM) best practices to effectively manage IT assets. These help streamline operations, maintain control over assets, and optimize costs.
GenAI ITSM Examples

GenAI IT Service Management Use Case Examples

GenAI is the latest ITSM and ESM trend to drive changes in service management. This article offers GenAI ITSM examples to get you thinking.
Cloud-based IT Service Desk Software

Cloud-based IT Service Desk Software Explained

This article examines what a cloud-based IT service desk encompasses, the advantages it can offer your company, and how it’s superior to on-premises systems.
Selling ITSM

Selling IT Service Management (ITSM) To The C-Suite

When selling ITSM, convincing senior management to invest in a new ITSM solution demands research and a strategic approach. Here’s how.
ITSM Tool Accreditation Schemes

What Do You Need From ITSM Tool Accreditation Schemes?

The PeopleCert ITIL-Accredited Tool Vendors (ATV) Programme wants to increase the value ITSM tool accreditation schemes provide. But what could and should be done to enhance ITSM tool accreditation schemes such as the ATV Programme?
AI in ITSM Survey 2025

AI in ITSM Survey 2025 – Please Help The ITSM Industry

We’re rerunning the AI in ITSM survey with the help of PeopleCert, collecting responses now so we can publish a fresh 2025 AI in ITSM report in January. Please take the time to help (and this article shares some key 2024 findings).
ITAM Challenges

IT Asset Management Challenges and How to Overcome Them

While there are many benefits from IT asset management (ITAM) adoption, organizations can still face challenges in implementing and maintaining effective ITAM practices. This article outlines the common ITAM adoption challenges.
API Service Delivery

API Service Delivery Process: 5 Key Considerations

Proper API service delivery helps organizations maintain high performance, security, and scalability standards. Here we list 5 key considerations.
Generative AI Adoption Success

The Biggest Challenges to Generative AI Adoption Success

There’s a long list of challenges when using generative AI. However, that list can be summed up in five words, “Get your house in order!” This article lists the top five ways you can achieve this.
ITAM Explained

ITAM: IT Asset Management Capabilities Explained

If you’re wondering what ITAM is, this article is for you. It explains how organizations use IT asset management (ITAM) capabilities for managing, optimizing, and controlling IT assets throughout their lifecycles.
IT Service Desk Agent Knowledge

IT Service Desk Agent Knowledge: 10 Essential Skills for Success

Thinking about becoming an IT service desk agent or analyst? Here’s a list of ten things to set you on the right path to a fulfilling career in ITSM.
Large Language Models (LLMs) in ITSM

LLMs: 5 Uses of Large Language Models in ITSM Tools

LLMs can perform various tasks such as translation, summarization, data analysis, and question answering. Their ability to understand context and nuances in language makes them highly versatile. This adaptability has led to their adoption in multiple domains, including customer service, content creation, and more specialized fields like IT service management (ITSM).