Service Desk Articles

ITIL 4 explained

ITIL 4 Explained: Framework, Practices, and Key Changes

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. ITSM changed with ITIL 4 and will conntinue to change.
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.
What is ITIL?

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

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

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.
ITSM explained - what is ITSM?

What is ITSM? Definition, Benefits, and Best Practices (2026 Guide)

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.
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, then reviewing your standard service model on a regular basis is imperative. Ensuring that it stays aligned with your business and IT strategy. This article explains why and how to create one if you haven’t already got one in place.
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.
Service Desk Best Practices

Service Desk Best Practices: What to Do When Users Don’t Respond

How should a service desk deal with end user unresponsiveness? Here we look at various opinions sourced from the Back2ITSM Facebook group. First in 2016 and now in 2023.
How to Reduce Service Desk Agent Stress

How to Reduce Service Desk Agent Stress: 11 Practical Tips for IT Support Teams

How do you start to dealing with service desk agent stress. Here you’ll find 11 tips to reduce stress based on latest GFI Research findings.
A Real Customer Support Lesson for ITSM Teams

When Service Desk Scripts Fail: How “Good” Customer Support Turns Bad

This article is about a personal customer support experience with a very successful online retailer and what IT support organizations can learn from it.
Technical Support Is Really Customer Support

Technical Support Is Really Customer Support (Here’s Why It Matters)

Let’s stop reinforcing the fact that technical support fixes IT, it really fixes the issues people have because IT isn’t working.
7 Fun Service Desk Tips

7 Fun Service Desk Tips from the Greatest Wizard of All Time

Ever wondered what sage IT service desk and IT service management advice Dumbledore would offer to IT support teams and personnel? Well here you go…
itSMF UK 2025

itSMF UK 2025: People Over Process, Finally

Want to know what happened at this year’s itSMF UK conference and what some of the key ITSM nuggets and takeaways were? This personal reflection by Sophie Danby, on the itSMF UK 2025 conference, shares the standout sessions (attended), the themes that shaped the event, and what could improved.
AI in IT in 2026

AI in IT in 2026: Where is ITSM Heading?

Are you thinking about AI in IT in 2026? We’re rerunning our AI in IT survey with Atomicwork, collecting responses now to publish a fresh 2026 AI in IT report in time for the start of 2026. Please help everyone by adding your experiences and opinions.