ITSM Articles

ITSM Trends for 2024 – What Our Latest Industry Poll Says

Posted by Sophie Danby
on January 30, 2024

This article shares the results of our 2024 content poll, insights into how ITSM trends have changed, trend-related opinions, and links to existing ITSM.tools content that might still be helpful.

Security Patch Management: Trends and Predictions for 2024

Posted by Gilad Maayan
on January 24, 2024

This article looks at the current state of security patch management, along with trends and predictions for how it may change (or stay the same) in 2024.

Which ITSM Tool? Here’s an ITSM Tools List

Posted by Stephen Mann
on January 24, 2024

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.

How to Define, Measure, and Report IT Service Availability

Posted by Stuart Rance
on January 22, 2024

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…

What is ITSM?

Posted by Stephen Mann
on January 20, 2024

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.

What Exactly Are XLAs and How Do You Use Them?

Posted by Hannah Price
on January 19, 2024

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.

Setting Up an IT Service Desk Part 2 – Defining Your IT Service Desk Structure

Posted by Eusoph Simba
on January 17, 2024

This article provides advise on ITSM frameworks, standards, and methodologies; IT service desk roles; and how to define your service desk structure.

Enterprise Service Management Explained

Posted by Sophie Danby
on January 13, 2024

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 Wrong with the Advice that “ITSM is a Journey, Not a Destination”?

Posted by Stephen Mann
on January 10, 2024

If you’ve worked in ITSM roles long enough, you’ve probably been told, “ITSM is a journey, not a destination” at some point. But a journey is a series of destinations and for long journeys these break up the route and provide a sense of direction and accomplishment as they are reached. But what does this have to do with ITSM? This article explains.

What is ITIL?

Posted by Sophie Danby
on January 5, 2024

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.

Incident Management Tips: 20 Simple Tips for the IT Service Desk

Posted by Sophie Danby
on January 3, 2024

Most organizations do some form of incident management. They might not call it “incident management,” but regardless of what it’s called, there are many key incident management tips for IT service desks to consider. This article shares 20 of the most common incident management tips.

ITIL 4 Explained

Posted by Akshay Anand
on January 1, 2024

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.

Cloud Cost Management: What ITSM Pros Need to Know

Posted by Gilad Maayan
on December 21, 2023

Whether you’re looking to optimize your organization’s existing cloud usage or planning a move to the cloud, this article explains how to manage costs effectively.

BMC Connect 2023 – The ITSM (and ESM) Opportunity for AI

Posted by Stephen Mann
on December 14, 2023

This article shares some of the key ITSM insights from BMC Connect 2023, many of which relate to the opportunity for IT organizations to leverage AI to improve their operations and the associated business outcomes.

itSMF UK 2023 Conference Recap

Posted by Vawns Murphy
on December 13, 2023

This article by Vawns Murphy rounds up the best advice from the itSMF UK 2023 conference on a variety of service management-related topics.

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