Service Desk Articles

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.
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.
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?
ITSM Well-being in 2025

ITSM Well-being in 2025

Here are the results of our ITSM Well-being in 2025 survey. It was last run in early 2024 to see how people in ITSM roles felt about work, and these results are used in this article for comparison purposes.
ITOM-ITSM Integration

ITOM-ITSM Integration – The Key to Smarter Service Management

IT organizations can face challenges that include manual CMDB updates, reactive incident management and long resolution times, and monitoring-alert fatigue. This article looks at these challenges (and their impact) before offering a solution – ITOM-ITSM integration.
Free IT Ticket Templates

30 Free IT Ticket Templates for IT Service Desks

IT ticket templates refine your team’s response process, allowing service desk agents to communicate swiftly with pre-drafted replies for common issues. Here are some examples you can use.
ITIL 4 explained

ITIL 4 IT Service Management Practices

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.
What is ITIL all about?

ITIL – The IT Service Management Framework (ITIL v3 and ITIL 4)

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.
ITSM Tools List

Which IT Service Management Tools? Here’s an ITSM Tools List

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.
ITSM explained - what is ITSM?

What’s ITSM? ITIL 4 Service Management

What is ITSM? Why is ITSM important? What are ITSM’s benefits? And what are ITSM’s “quick wins”? Find out more with our comprehensive overview.
Define, Measure, and Report IT Service Availability

How to Define, Measure, and Report IT Service Availability

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…
ITSM Principles and Best Practices

10 Key ITSM Principles and Best Practices

Adhering to ITSM principles better positions your organization for long-term success – from ITIL adoption, through Knowledge-Centere Service, to streamlining change management. This article explains more.
10 Things a New IT Serviec Desk Agent Needs to Know

IT Service Desk Agent: 10 Things a New Agent Needs to Know

Thinking about becoming an IT service desk agent or analyst? Here’s a list of ten things to set you on the right path to a fulfilling career in ITSM.
Large Language Models (LLMs) in ITSM

LLMs: 5 Uses of Large Language Models in ITSM Tools

LLMs can perform various tasks such as translation, summarization, data analysis, and question answering. Their ability to understand context and nuances in language makes them highly versatile. This adaptability has led to their adoption in multiple domains, including customer service, content creation, and more specialized fields like IT service management (ITSM).
Don't Ignore Mental Health Any Longer

Mental Health Decline: Why IT Leaders Can No Longer Ignore It

It’s time we as leaders observe the obvious: because we (yes, I was once one) are the cause of the mental health crisis in IT. This article looks at the Big 5: anxiety, stress, depression, burnout, and their leader stigma.

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