ITSM Articles

ITIL Capacity and Performance Management

ITIL Capacity and Performance Management: A Complete Guide for Reliable IT Services

Some ITSM practices are widely adopted and closely managed (often using ITIL best practices). However, others, like ITIL capacity and performance management practice, might receive far less attention (and love). But this doesn’t mean they aren’t essential. This article explains more.
IBM Licensing Resources

IBM Licensing Resources for ITSM Professionals

Navigating IBM’s licensing models, contractual obligations, and product lifecycle changes can be time-consuming and risky without access to the right information. To help, here’s a curated list of IBM licensing resources to help your organization manage its IBM licensing risk and reduce unnecessary costs.
How Agentic AI Is Replacing Level 1 ITSM Tasks

The Future of ITSM: Agentic AI and the Autonomous Service Desk

McKinsey’s latest modeling estimates that generative and agent-driven AI could inject $2.6 trillion to $4.4 trillion of new economic value every year – roughly equivalent to the GDP of the UK. Inside ITSM, that value materializes whenever autonomous software agents absorb the drudgery once handled by Level 1 IT support staff.
ITSM Tool Change

ITSM Tool Change – Is Anything Different in 2025?

ITSM.tools takes a snapshot of the ITSM tool market every couple of years. It’s a short poll about whether ITSM tool change or churn is still happening and what the primary drivers for the ITSM tool replacements are (or were). The 2025 poll is here and we would appreciate you taking one minute or less to complete it.
AI Revolutionizes Your ITSM Knowledge Management

How AI Revolutionizes Your ITSM Knowledge Management

AI-driven knowledge management can help make your ITSM knowledge more accessible, accurate, and actionable. This article explains how AI-powered solutions revolutionize ITSM knowledge management, starting with the limitations of traditional knowledge management before covering how specific AI-enabled capabilities can help.
ITIL 4 Continual Improvement

ITIL 4 Continual Improvement: How to Drive Ongoing Value and Better IT Services

ITSM isn’t just about “keeping the lights on”; it’s also about delivering better services, experiences, and business outcomes over time. This is where the ITIL 4 continual improvement practice plays a critical role.
10 Tips for Optimizing IBM License Costs

10 Tips for Optimizing IBM License Costs

This article offers ten actionable tips to help ITAM and ITSM professionals better manage their organization’s IBM license costs. Because maximizing its ROI while avoiding unplanned and unbudgeted expenses requires strategic license management.
Service Design in ITIL 4

ITIL 4 Service Design Explained: From Planning to Delivery

This article shares what ITIL 4’s Service Design management practice is, its importance to ITSM, its key elements, its other ITIL 4 management practice dependencies, and the Service Design processes your organization can use to improve its IT service delivery.
Delaying an IBM License Audit

10 Legitimate Reasons for Delaying an IBM License Audit

Imagine that your organization has been notified of an IBM license audit but needs more preparation time. Being unprepared is not a legitimate reason for delaying the audit. However, all is not lost if any of the ten commonly accepted reasons for delaying an IBM license audit can be demonstrated.
How AI Changes Your IT Support Capabilities

Why and How AI Changes Your IT Support Capabilities

The rapid evolution of AI capabilities and increasing end-user expectations mean your corporate IT support and wider ITSM capabilities must transform. Not only is more possible with AI, but your employees or end-users now expect more from their corporate IT services, too.
Workforce and Talent Management in ITIL 4

Workforce and Talent Management in ITIL 4: A Practical Guide for IT Leaders

This article shares some Workforce and Talent Management practice content areas, highlighting common IT industry challenges and how your IT organization can leverage this guidance to improve team performance, retention, and leadership effectiveness.
ITIL 4 Relationship Management

ITIL 4 Relationship Management: Guide to Building Strategic IT-Business Partnerships

This article explores Relationship Management’s role in ITIL 4, how it differs from previous ITIL iterations, its key principles, and best practices for successful adoption in IT service management (ITSM) environments.
Prepare for a Software Licensing Audit

How to Best Prepare for a Software Licensing Audit

Proper preparation by your organization can significantly reduce the risks and improve the outcomes of software licensing audits. To help, this article provides strategic steps to help your organization prepare for a software licensing audit effectively.
Agentic AI's Role in ESM and ITSM

Agentic AI’s Role in Enterprise and IT Service Management

The progress we’ve seen so far in the AI landscape has been nothing short of fascinating – especially in IT. The question for enterprises then becomes: How will Agentic AI agents drive an autonomous approach to IT support and service delivery?
SIAM Governance

SIAM Governance – Overcoming Siloed Service Management Processes

SIAM governance is a structure created to connect suppliers, optimize operations, and enable teams to achieve business objectives with flexibility and effectiveness. This article explains what’s involved.