ITSM Articles

What’s ITSM? IT Service Management Capabilities Explained

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.
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.
This article provides advise on ITSM frameworks, standards, and methodologies; IT service desk roles; and how to define your service desk structure.
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.
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.
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.
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.
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.
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.
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.
This article by Vawns Murphy rounds up the best advice from the itSMF UK 2023 conference on a variety of service management-related topics.
IT teams continue to face an onslaught and multitude of challenges and rising expectations that seem to evolve at an astonishing rate. This article looks at the strategies required to deliver outstanding IT services in this rapidly evolving world.
This article is the first in a series that looks at the key elements of setting up an IT service desk starting with IT serviec desk purpose and objectives. Check it out here.
Every year, ITSM.tools runs a quick, one-question poll to understand the “ITSM help” readers would like in the year ahead. Please help by taking this years poll to tell us which topics will be important to you in the year ahead.
This article provides an introduction to what Kubernetes is, explains how it complements ITSM and looks at some key Kubernetes technologies before finishing with some use case examples.