Coronavirus Articles

Why Finding a Formal ITSM Definition Is Now So Hard

What Is IT Service Management (ITSM)? Why Finding a Formal ITSM Definition Is Now So Hard

Where can you go to find a formal ITSM definition? And by formal, I mean one that you can quote without people taking issue with it, thanks to the nature of its source. This article looks at what’s available in 2026.
How AI Helps Service Desks

AI-Assisted Service Desks

If you’re wondering about AI-assisted service desks, this article and the videos it links to are for you. Discover how AI-assisted service desks transform ITSM, especially for lean teams – improving speed, experience, and scalability across the business.
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.
ITIL Best Practices

ITIL Best Practices: How to Improve IT Service Management in 2026

This article shares everything you need to know about ITIL best practices, including seven ways they enhance the end-user experience.
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.
Enterprise Service Management

What is Enterprise Service Management? A Complete Guide to ESM

While the concept of enterprise service management (ESM) has been around for well over a decade, the terminology isn’t necessarily something that people are aware of. So, in this article, Sophie Danby attempts to explain everything you need to know about it.
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.
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.