ITSM Articles

Why Do Companies Need to Change ITSM Tool?

Posted by Stephen Mann
on February 20, 2023

Has anything changed with the traditional levels of ITSM tool churn? It’s time to get more industry data or, to be more precise, to obtain up-to-date insight into the state of ITSM tools and why organizations need to change ITSM tool. Please take this poll.

What ITSM Pros Need to Know About CMDBs

Posted by George Matrozos
on February 16, 2023

In this article we explore the key benefits of CMDBs, provides 10 key steps for building a successful one, and explains the differences between a CI and an IT asset.

What Is IT Mapping and How Can it Improve Service Reliability?

Posted by Gilad Maayan
on February 9, 2023

This article explains how IT mapping relates to service reliability and describes key features of network mapping tools that can be useful to ITSM professionals.

ITSM.tools’ ITSM Webinars

Posted by Sophie Danby
on February 6, 2023

This “living” article has been created as a handy resource that lists the ITSM webinars ITSM.tools has participated in since 2021. It was updated during 2022 and now 2023 with new webinars as needed.

Streamline Ticket Triage and Reduce Customer Churn with AI

Posted by Marat Adayev
on February 2, 2023

This article considers two common hurdles for ITSM and how to address them: inefficiency of manual ticket triaging and high customer churn due to long ticket resolution times.

ITIL 4 Explained

Posted by Akshay Anand
on February 1, 2023

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.

ITSM Challenges: The Shiny New Thing that Really Helps Survey

Posted by Paul Wilkinson
on January 31, 2023

Five key ITSM challenges cause us to fail with each new best practice framework adoption – failing frequently as it were, and consistently – each time in respect of these key areas. This article explains where the issues are.

The 5 Hottest ITSM Trends (and Topics) for 2023

Posted by Sophie Danby
on January 26, 2023

We asked our readers to choose their five most important ITSM topics for 2023 relative to creating new best practice content to help. This article shares the results, along with a comparison to the 2022 results.

How to Define, Measure, and Report IT Service Availability

Posted by Stuart Rance
on January 22, 2023

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…

A Quick Overview of COBIT 2019

Posted by Stephen Mann
on January 20, 2023

From it no longer being an acronym to how the update better addresses recent trends, if you want to know more about what COBIT 2019 is and involves, then this article will give you all the important stuff you need to know, as quickly as possible.

What is ITSM?

Posted by Stephen Mann
on January 20, 2023

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.

ESM – It’s Not Just About ITSM Processes

Posted by Stephen Mann
on January 19, 2023

“Enterprise service management can, and should, be so much that replicating the IT service desk in other business functions” says Stephen Mann.

ITSM in 2023 and What We Should Learn from Our Past

Posted by Stephen Mann
on January 19, 2023

In this 2023-focused article, Stephen Mann asks whether the ITSM industry’s love of next-year predictions are as helpful as they could be. And whether, for 2023, we should be more realistic about what we will, or can, achieve.

How to Become an IT Service Desk Manager

Posted by Emma Lander
on January 18, 2023

Are you planning on becoming an IT service desk manager? If so, then this article is just for you. Please read on as Emma Lander covers off much of what’s needed to get you into this role – from the route taken to qualifications that will help.

10 Tips for Better ITSM Tool Selection

Posted by Stephen Mann
on January 16, 2023

This article shares ten tips – those related to ITSM process enablement and usability – to help with your ITSM tool selection process. With a link to a further 25 tips.

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