Service Desk Articles

Why ITSM is Breaking People

Why ITSM is Breaking People (And What We Can Do)

We talk endlessly about processes, tools, and technology in ITSM. But here’s what we don’t talk about enough: the mental health of the people actually doing the work. The conversation is happening – there are posts about well-being, mental health awareness weeks, and workplace stress. But what about when it comes to the specific pressures of ITSM roles? Or the unique challenges teams face? This is where the conversation gets a bit thin. In this article, Sophie Danby explains what and how things need to change.
ITSM Tool Churn in 2025

ITSM Tool Churn in 2025 – It’s Better News

Every couple of years, ITSM.tools runs a short poll to understand whether organizations are changing their ITSM tools and – importantly – why. This article shares the results of our 2025 ITSM tool churn poll.
The Future of IT Is Human - Global IT Experience Benchmark Findings

The Future of IT Is Human – What We Learned from 130+ Countries

The HappySignals Global IT Experience Benchmark Report 2025, based on 2.28 million employee feedback responses from over 130 countries, is a comprehensive snapshot of how employees experience IT services and how organizations are using that data to create better, more people-centric support. This article explains more.
AI Agents in ITSM

AI Agents in ITSM – What You Need to Know

A recent AI in ITSM survey by ManageEngine examined the progress of AI adoption among a sample of 300 IT professionals and their organizations. It extended beyond the current use of AI to include the future impact of AI agents. This article presents some of the survey findings.
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.
Forget watermelon SLAs, you need XLAs

What Are XLAs (Experience Level Agreements)? A Practical Guide to Using Them in ITSM

Yes you should aim to solve tickets as quickly as possible, but there’s more to it than that. Meeting an SLA doesn’t guarantee that the customer is happy. You need to put the emphasis on customer experience. You need XLAs, and here’s why.
Free IT Ticket Templates

Free IT Ticket Templates – 30 Ready-To-Use Service Desk Forms and Replies

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.
ITSM Principles and Best Practices

ITSM Principles: Key Foundations and Best Practices for Effective Service Management

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.
IT Service Desk Agent Knowledge

IT Service Desk Agent Knowledge: 10 Essential Skills for Success

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.