ITSM Articles

ITIL 4 explained

ITIL 4 IT Service Management Practices

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.
What is ITIL all about?

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

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.
ITSM Tools List

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

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

Enterprise Service Management – What is ESM?

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.
ITSM explained - what is ITSM?

What’s ITSM? ITIL 4 Service Management

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.
Define, Measure, and Report IT Service Availability

How to Define, Measure, and Report IT Service Availability

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 ITSM Topics

2025’s Hot ITSM Topics

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

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

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.
ITSM Principles and Best Practices

10 Key ITSM Principles and Best Practices

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.
10 Common Challenges in Integrating DevOps with ITSM

10 Common Challenges in Integrating DevOps with ITSM and How to Overcome Them

Integrating DevOps with IT service management (ITSM) can be complex and presents various challenges. While the potential benefits—such as improved efficiency, faster response times, and enhanced service quality—are significant, obstacles often obstruct the path to successful integration.
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 or ITAM Best Practices

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.

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