ITSM Articles

Next Era of Service Management

The Next Era of Service Management

The service management strategy that worked in previous years must be re-thought, re-calibrated, and realigned into the new era. To help, this article walks through four factors to consider when getting ready for the next era in service management: innovation, collaboration, experimentation, and transparency.
Being Agile

How to Understand What “Being Agile” Means

Being agile seems to be “the new black” in the IT industry, and customers increasingly expect their service providers to be agile. But what does this mean and how do you achieve it? This article explains.
Rethinking the CMDB

Rethinking the Configuration Management Database: Why Traditional Configuration Management Still Fails – and How to Fix It

The use of a configuration management database (CMDB) has long been the subject of ITSM debate. To help your CMDB thinking, and success, this article offers up three ways in which to rethink your organization’s use of its CMDB(s).
Digital Transformation

Digital Transformation Is Not a Chatbot

Taking the technology-based approach of “Let’s transform by buying a new tool” isn’t digital transformation. To find out what is, and what you need to do, please read this article by Roy Atkinson.
Digital Transformation

Digital Transformation: A Look at The Future, Examining the Past

The global pandemic accelerated digital transformation strategies for many organizations. But where do they go next? To help, this article looks at the future of digitally-enabled organizations by examining the past.
Manage an IT Service Desk in a WFA Era

How to Better Manage an IT Service Desk in a WFA Era

The global pandemic created new “work from home” (WFH) scenarios for IT support. Now this has morphed into “work from anywhere” (WFA), but what’s the IT support impact?
Teaching Model for ITSM

How to Develop a Teaching Model for ITSM

This article explains some of the key attributes for creating a successful teaching model for ITSM (or for any other area for that matter).
Books an ITSM Practitioner Should Read

12 Books Every ITSM Practitioner Should Read

Ready to invest more in yourself? Here Earl Begley shares a list of 12 books and publications to read AND utilize to improve your leadership skills as an ITSM practitioner.
AI Adoption in ITSM

The Current State of AI Adoption in ITSM

Here Stephen Mann shares the results of our recent survey assessing the current state of AI adoption in ITSM, looking at what ITSM tool vendors offer, who has adopted what, and what people see as the biggest barriers to success.
Service Desk A-Z

A Service Desk Guidance A-Z List

This handy A to Z of service desk guidance has been created to help anyone looking to get started with a service desk improvement project. Get a sneak peak at the content here then download the full PDF (no data required).
Succeed with AI

How to Succeed with AI in Your Organization

Here Ian Aitchison offers up guidance for any organization that’s looking to successfully use AI-enabled capabilities to improve their IT service delivery and support. Including whether you should use built-in AI features, add-on AI, or DIY AI solutions.
State of Service Management Survey

Introducing the 2021 State of Service Management Survey

Can you help us to create and share much-needed industry statistics on the state of service management by answering our latest survey? The results will be helpful to many ITSM.tools readers and ITSM practitioners. Thank you.
IT Self-Service with Intelligent Automation and Proactive Remediation

Enabling IT Self-Service with Intelligent Automation and Proactive Remediation

What self-service improvements should your organization be aiming for? This article by Stephen Mann explores, along with looking at how IT service desks can benefit from intelligent automation in self-service.
AI Success in ITSM

AI Success in ITSM Use Cases

We asked ten ITSM industry authorities for their view on the guidance and help organizations need for succeeding with the adoption of AI-enabled capabilities. This is what they said.
How Will AI Impact ITSM?

How AI Will Impact ITSM in the Next Few Years

What do organizations need to be doing to ensure that they use AI to their best advantage? This article by John Custy seeks to answer this, as well as other key questions that you and your colleagues might have related to AI, machine learning, and ITSM.