ITSM Articles

Change Enablement

Change Enablement in ITIL 4: Definition, Practice & Best Approaches

Change enablement in ITIL 4 is the management practice of ensuring that changes to IT services and the IT infrastructure are implemented in a way that minimizes risk and disruption while maximizing value. This article calls out some of the key changes in the move from ITIL v3’s change management to ITIL 4’s change enablement.
Define, Measure, and Report IT Service Availability

How to Define, Measure, and Report IT Service Availability That Truly Reflects Customer Value

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…
ITIL 4 Service Value Chain

ITIL 4 Service Value Chain: Model, Activities, and Examples

Here Daniel Breston takes a closer look at the ITIL 4 Service Value Chain and asks you to observe and consider the impact of what it depicts against the way you deliver value with technology-based solutions at your organization today.
Getting More from ITSM Vendors

Getting More from ITSM Vendors: Beyond Tools and Transactions

People don’t benefit from ITSM tool vendors as much as they could. Here Stephen Mann asks ITSM Vendors to share their best ITSM tips and advice.
Customer Service Isn’t About You: Rethinking What “Good” Really Means

Customer Service Isn’t About You: Rethinking What “Good” Really Means

When you’re giving, or receiving, good customer service do you stop to consider these four points? They could help improve your experience.
IBM Internal Audits

IBM Internal Audits – The Benefits

Internal audits aren’t just about ticking compliance boxes. Instead, they’re about ensuring governance, optimizing service performance, and aligning IT with business strategy. When it comes to IBM software and services, an IBM internal audit provides your organization with critical insights into associated risks and potential cost savings.
Pushing the Boundaries of Major Incident Response

Pushing the Boundaries of Major Incident Response with Agentic AI

Instead of relying solely on traditional major incident management workflows, IT teams need to diversify and modernize their approach by infusing intelligence into their incident response flows. This article explains how IT incidents and major incidents are detected, analyzed, and resolved better with AI.
2026 ITSM Content

2026 ITSM Content: What IT Service Management Topics Do You Need Most?

What will you need help with next year? Take our quick 2026 ITSM Topics poll to help shape the articles, guides, and practical content ITSM.tools posts. This aggregated insight also gives us an indication of the hottest trends in ITSM right now.
2026 ITAM Outlook

2026 ITAM Outlook: Focused AI, Strong Governance, and the End of Tool Sprawl

What does the 2026 ITAM outlook include?Ian Cahall sees two major shifts taking hold: AI moves from hype to governed, targeted adoption, and multi-tool sprawl will shift to deeper execution on a primary platform.
The State of AI in IT for 2026

The State of AI in IT for 2026: Adoption, Trust, Value, and Reality

The 2026 State of AI in IT Report shows that AI in IT adoption is accelerating for 2026. This article explores survey insights from IT professionals and end-users on AI maturity, trust, ROI, barriers, and real-world ITSM impact.
Anti-Powernoia Guide

The Anti-Powernoia Practical Implementation Guide

A candid, experience-based guide to ITSM implementation failures caused by power and fear. Learn how Powernoia distorts ITIL practices, metrics, and tools – and what to measure instead to preserve dignity, trust, and real service excellence.
ITSM Eliminates SaaS Waste and Boosts Enterprise Efficiency

How IT Service Management Eliminates SaaS Waste and Boosts Enterprise Efficiency

Enterprise SaaS portfolios are often unmanaged, overlapping, and full of underutilized applications (SaaS waste), which saps funds, frustrates staff, and creates operational drag. This article explains how formal ITSM will help.
Reimagining Knowledge Systems in ITSM with AI

Reimagining Knowledge Systems in ITSM: Moving From AI-Assisted to AI-Native

Knowledge has always been the backbone of ITSM excellence. However, even with immense effort invested in documenting, classifying, and organizing knowledge articles, most knowledge systems still fall short of meeting expectations. This article explains how AI helps.
How Analyst Reports Guide Service Management Progress

Setting the Standard: How Analyst Reports Guide Service Management Progress

Diving into analyst reports is an efficient way for organizations to learn what top vendors are offering, what users are experiencing, and what trends are emerging from an unbiased source. This article looks at the opportunity of analyst reports including The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025 report.
How the VMDB Transforms the CMDB into a Value Management Engine

From Configuration to Value: How the VMDB Transforms the CMDB into a Value Management Engine

The VMDB introduces a new layer of business intelligence within service management tools, linking the technical configuration of services (managed in the CMDB) with their intended and realized value.