ITSM Articles

AI Transformation

AI Transformation in ITSM – A Strategic Shift for the Enterprise

AI transformation in IT starts with a bigger vision. A vision that sees ITSM move from IT to “enterprise” as ESM. IT and AI are at the forefront of a digital revolution. Let’s aim for this larger view, enabled by everything we’ve learned and continue to learn as service management professionals.
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.
Hottest ITSM Trends for 2025

Top ITSM Trends to Watch in 2025

This article shares the results of ITSM.tools ITSM Trends for 2025 content poll based on 176 responses. There are also insights into how ITSM trends have changed over time, some trend-related opinions, and links to existing trend-related ITSM.tools content that might still help.
ITIL Guiding Principles

ITIL Guiding Principles Explained: What They Are & Why They Matter

The ITIL guiding principles were first introduced in 2016’s ITIL Practitioner guidance. ITIL 4 refined these to seven guiding principles and this article shares what they are and how they help with ITSM.
CMDB vs. Asset Management

CMDB vs. Asset Management – What’s the Difference?

Capabilities like Configuration Management (with its Configuration Management Database (CMDB)) and Asset Management (and asset management tools) can help with ITSM. But what’s the difference – CMDB vs. Asset Management? This article explains what each is and how each helps.
AI in ITSM 2025

AI in ITSM 2025 – The State of Artificial Intelligence in Service Management

Last December, Atomicwork, PeopleCert, and ITSM.tools published a State of AI in IT 2025 report. This followed an early 2024 ITSM-focused report on AI adoption in North American IT organizations. This time, the IT element of the survey is global, thanks to the assistance of PeopleCert. This article shares some of the insights from the new data.
2025 ITSM Topics

2025’s Hot ITSM Topics

What IT service management (ITSM) help will you and your organization need in 2025? This is why we run our annual ITSM Topics poll – it’s good to know where you’ll likely focus next year and where others will be focusing, too. Plus, it provides a collective shout-out for assistance in certain ITSM areas.
Network Monitoring Tools for ITSM Pros

Network Monitoring Tools for ITSM Pros: Device42, PRTG, and SolarWinds

Modern network monitoring tools are essential for providing ITSM professionals real-time visibility into their IT infrastructure. These tools automate the process of tracking devices, applications, and network traffic, allowing IT administrators to quickly identify and resolve issues.
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.
10 Common Challenges in Integrating DevOps with ITSM

10 Common Challenges in Integrating DevOps with ITSM and How to Overcome Them

Integrating DevOps with IT service management (ITSM) can be complex and presents various challenges. While the potential benefits—such as improved efficiency, faster response times, and enhanced service quality—are significant, obstacles often obstruct the path to successful integration.
ITOM vs. ITSM

IT Operations Management (ITOM) vs. ITSM – Key Differences

Understanding the differences between ITOM (IT operations management) and ITSM (IT service management) is essential for businesses wishing to optimize the performance of their IT infrastructure and IT services. This article aims to help.
Machine Learning Ethics

Machine Learning Ethics in ITSM

AI is a game-changer in ITSM. But just because something is powerful doesn’t mean it’s without risk. We need machine learning ethics in ITSM. This article explains why.
ITSM24

ITSM24: The Top IT Service Management Learnings

The itSMF UK conference is one of the top IT service management (ITSM) industry events. It’s packed with exciting content that lets attendees stay current on ITSM best practices and industry trends. In this article, Vawns Murphy shares some of the highlights, along with tips and insights from the presenters.
ITAM Best Practices

8 IT Asset Management (ITAM) Best Practices for Better Control and Cost Optimization

Organizations should adopt several IT asset management (ITAM) best practices to effectively manage IT assets. These help streamline operations, maintain control over assets, and optimize costs.