ITSM Articles

Kotter Change Management

Kotter Change Management: How to Apply the 8 Steps Successfully

Kotter’s 8-step Model is one of the most widely adopted approaches to change management globally. This article walks through what each of the eight steps involves, how they connect, and how ITSM and change enablement teams can put the model to work without reducing it to a checklist. It also covers where the model is most often misapplied.
Change Enablement

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

Change enablement in ITIL 4 is the practice of making sure changes to IT services and infrastructure are implemented with minimum risk and disruption, while still delivering the value the change was supposed to bring. This article covers what shifted between ITIL v3’s change management and ITIL 4’s change enablement, why the shift is important, and what the practical difference looks like day to day.
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 are useful to your organization and its customers, you need to do two things. Stuart Rance walks through what those two things are, why the standard availability reports most organizations produce fail to give a useful picture, and how to get to something better.
ITIL 4 Service Value Chain

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

Daniel Breston takes a closer look at the ITIL 4 Service Value Chain and asks you to observe and consider what the framework depicts against the way you deliver value with technology-based solutions today. A practical prompt to test whether the model is describing what your organization does, or what it thinks it does.
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.
IT Hero

Why an IT Hero Culture is Bad for Customers

Once you recognize that your IT organization has an IT hero culture, and that it’s not that great for your business, what can you do about it?
ITSM tools Solution Snapshots

ITSM.tools Solution Snapshots Overview

This article offers an overview of our ITSM.tools Solution Snapshots, including what they cover, and how to get involved.
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 do you need help with next year? Take our quick 2026 ITSM Topics poll to help shape the articles, guides, and practical content ITSM.tools puts out. The aggregated results also give us an early read on the hottest trends in ITSM right now, and where the industry conversation is heading in 2026.
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.