ITSM Articles

IT Help Desk Vs. IT Service Desk

IT Service Desk vs. IT Help Desk: What Do You Need?

In this article, Roy Atkinson explains the differences between an IT help desk and an IT service desk (with a mention of enterprise service desks for good measure too). Plus, he offers IT support good practice no matter your desk type.
Beginner’s Guide to IT Support Ticketing Systems

Beginner’s Guide to IT Support Ticketing Systems: How IT Tickets Really Work

The concept of ticketing systems might be alien to a new starter in IT support. This article explains how IT ticketing systems work, from ticket creation to resolution. A beginner’s guide to IT tickets, workflows, and best practices.
10 Common IT Help Desk Issues and How to Fix Them

10 Common IT Help Desk Issues and How to Fix Them (Step-by-Step Guide)

This article shares the 10 most common IT help desk issues, why they keep happening, and how IT support teams can efficiently fix them.
Why Finding a Formal ITSM Definition Is Now So Hard

What Is IT Service Management (ITSM)? Why Finding a Formal ITSM Definition Is Now So Hard

Where can you go to find a formal ITSM definition? And by formal, I mean one that you can quote without people taking issue with it, thanks to the nature of its source. This article looks at what’s available in 2026.
ITIL Guiding Principles

ITIL Guiding Principles Explained: What They Are & Why They Matter

The ITIL guiding principles were first introduced in 2016’s ITIL Practitioner guidance. ITIL 4 refined these to seven guiding principles and this article shares what they are and how they help with ITSM.
How AI Helps Service Desks

AI-Assisted Service Desks

If you’re wondering about AI-assisted service desks, this article and the videos it links to are for you. Discover how AI-assisted service desks transform ITSM, especially for lean teams – improving speed, experience, and scalability across the business.
ITIL 4 explained

ITIL 4 Explained: Framework, Practices, and Key Changes

Akshay Anand, Lead Architect for the ITIL update, gives the lowdown on ITIL 4: the new service value system, the four dimensions, the updated guiding principles originally found in ITIL Practitioner, and the change from processes to practices. ITSM changed with ITIL 4, and it will continue to change. This article covers what practitioners still need to know.
Context-Aware Remote Support

Context-Aware Remote Support – the Future of IT Service Management

No matter where an employee is, they expect consumer-grade speed and simplicity. However, their issues are increasingly intertwined with complex networks of devices, SaaS applications, VPNs, and networks that you may not fully control. In this article, discover how context-aware remote support closes the IT resolution gap, reduces MTTR, improves security, and transforms ITSM for hybrid work.
ITIL Best Practices

ITIL Best Practices: How to Improve IT Service Management in 2026

This article shares everything you need to know about ITIL best practices, including seven ways they enhance the end-user experience.
What is ITIL?

What Is ITIL? Complete Definition, Benefits, & Evolution (2026 Guide)

A short primer on ITIL 4 and ITIL v5 for anyone getting up to speed quickly. From what it is to the key elements that comprise the latest ITIL 4 service management best practice guidance, this article covers what practitioners need to know to work with the framework, plus where to go for the deeper detail once the basics are in.
ITSM Tools List

Comprehensive ITSM Tools List 2026: Compare Top ITSM Platforms

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

What is Enterprise Service Management? A Complete Guide to 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 is ITSM? Definition, Benefits, and Best Practices (2026 Guide)

What is ITSM? Why is it important? What are its benefits, and what are the quick wins? This article covers the essentials for anyone building or evaluating an ITSM function, from the definition and its history to the practical outcomes IT teams can expect once the discipline is running properly across the organization.
Service Model Development Using ITIL 4

Service Model Development Using ITIL 4 for Effective Service Delivery

If you’re a large organization, or an IT service provider offering services to large enterprises, reviewing your standard service model on a regular basis is imperative to keep it aligned with your business and IT strategy. Graham Heard explains why the review is essential, and how to create a service model if you don’t already have one in place.
Service Integration and Management (SIAM)

SIAM (Service Integration and Management) Explained: Framework & Benefits

Service integration and management (SIAM), or multisourcing service integration, is a strategy organizations utilize to coordinate numerous internal and external service providers. This article offers quick insight into what it is and how it works.