ITSM Articles

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 – What is ESM?

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.

Beyond ITIL v3 – The ITIL 4 IT Service Management Framework

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: 20 Simple IT Service Desk Tips

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 – IT Service Management Practices

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.

Navigating the Complex Landscape of IT Service Delivery in a Rapidly Changing World

Posted by Ruben Franzen
on December 7, 2023

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.

IT Service Desk – Defining Service Desk Purpose

Posted by Eusoph Simba
on November 30, 2023

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.

What ITSM Help Will You Need in 2024?

Posted by Sophie Danby
on November 23, 2023

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.

An ITSM Guide to Kubernetes

Posted by Gilad Maayan
on November 7, 2023

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.

AI in IT – So Many Questions Still Need Answering, So Please Help

Posted by Stephen Mann
on November 1, 2023

We’re running another and more detailed AI-focused survey. Because, to get AI adoption right, many IT organizations still need greater granularity as to where they should be focusing, with AI-based statistics a helpful aid in understanding where the IT industry is, what other organizations are doing, and the potential AI adoption pitfalls that need to be avoided.

AI in ITSM Survey Responses

Posted by Sophie Danby
on October 26, 2023

In the summer of 2023, ITSM.tools ran a short survey to better understand the current state of artificial intelligence (AI) adoption in IT service management (ITSM). This article presents the survey findings.

Quick Content Limited
20 Nightingales, Market Deeping,
Peterborough. PE6 8RU,
United Kingdom.