ITSM Articles

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

Posted by Piaras MacDonnell
on January 29, 2025

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 in ITSM Requires a Bigger Vision

Posted by David Barrow
on January 22, 2025

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.

30 Free IT Ticket Templates for IT Service Desks

Posted by Vishnu Selvaraju
on January 16, 2025

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.

ITSM Trends for 2025

Posted by Sophie Danby
on January 15, 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.

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

Posted by Vishnu Selvaraju
on January 9, 2025

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.

The State of AI in ITSM 2025

Posted by Stephen Mann
on January 7, 2025

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.

ITIL 4 IT Service Management Practices

Posted by Akshay Anand
on January 6, 2025

Here Akshay Anand – Lead Architect for the ITIL update – gives the lowdown on the new ITIL 4, including the new service value system, the ‘four dimensions’, the updated guiding principles (originally found in ITIL Practitioner), and the change of processes to practices.

ITIL – The IT Service Management Framework (ITIL v3 and ITIL 4)

Posted by Sophie Danby
on January 5, 2025

This article has been written to offer you as much insight as possible into ITIL 4 in a short time. From what it is to the key elements that comprise the latest ITIL 4 service management best practice guidance.

Which IT Service Management Tools? Here’s an ITSM Tools List

Posted by Stephen Mann
on January 4, 2025

Are you looking for a new IT service management (ITSM) tool? If so, do you know what your options are? Here we provide an overview of 42 ITSM tools to suit organizations of all different sizes and ITSM maturity.

Enterprise Service Management – What is ESM?

Posted by Sophie Danby
on January 4, 2025

While the concept of enterprise service management (ESM) has been around for well over a decade, the terminology isn’t necessarily something that people are aware of. So, in this article, Sophie Danby attempts to explain everything you need to know about it.

What’s ITSM? ITIL 4 Service Management

Posted by Stephen Mann
on January 3, 2025

What is ITSM? Why is ITSM important? What are ITSM’s benefits? And what are ITSM’s “quick wins”? Find out more with our comprehensive overview.

How to Define, Measure, and Report IT Service Availability

Posted by Stuart Rance
on January 2, 2025

To measure, document, and report IT service availability in ways that will be helpful to your organization and your customers you need to do two things…

2025’s Hot ITSM Topics

Posted by Sophie Danby
on December 17, 2024

What IT service management (ITSM) help will you and your organization need in 2025? This is why we run our annual ITSM Topics poll – it’s good to know where you’ll likely focus next year and where others will be focusing, too. Plus, it provides a collective shout-out for assistance in certain ITSM areas.

Network Monitoring Tools for ITSM Pros: Device42, PRTG, and SolarWinds

Posted by Gilad Maayan
on December 10, 2024

Modern network monitoring tools are essential for providing ITSM professionals real-time visibility into their IT infrastructure. These tools automate the process of tracking devices, applications, and network traffic, allowing IT administrators to quickly identify and resolve issues.

10 Key ITSM Principles and Best Practices

Posted by Vishnu Selvaraju
on December 5, 2024

Adhering to ITSM principles better positions your organization for long-term success – from ITIL adoption, through Knowledge-Centere Service, to streamlining change management. This article explains more.

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