ITSM Articles

AI in IT

AI in IT – So Many Questions Still Need Answering, So Please Help

We’re running another and more detailed AI-focused survey. Because, to get AI adoption right, many IT organizations still need greater granularity as to where they should be focusing, with AI-based statistics a helpful aid in understanding where the IT industry is, what other organizations are doing, and the potential AI adoption pitfalls that need to be avoided.
AI in ITSM Survey

AI in ITSM Survey Responses

In the summer of 2023, ITSM.tools ran a short survey to better understand the current state of artificial intelligence (AI) adoption in IT service management (ITSM). This article presents the survey findings.
Provance ServiceTeam ITSM Enterprise 2.0

Provance ServiceTeam ITSM Enterprise 2.0

This ITSM.tools Solution Snapshot is an in-depth review of Provance ServiceTeam ITSM Enterprise 2.0. The review includes solution functionality, solution technology, pricing and implementation, go-to-market strategy, and key customers.
Boost Your Business’ Bottom Line

5 Ways Your IT Team’s Efficiency Boosts Your Business’ Bottom Line

A capable IT team’s efficiency can increase employee morale, boost employee mental health, aid businesses in customer retention, and even expedite the onboarding process for new employees – all of which mean good things for your business’ profit margins.
IT Service Mapping

The IT Service Mapping Process: A Practical Guide

This comprehensive article introduces ITSM professionals to the practical aspects of IT Service Mapping, starting with a clear definition and purpose of IT Service Mapping and its relationship with ITSM.
IT Support Practices

IT Support Practices: I’m Sorry, But Sorry Doesn’t Cut It

When I heard that Dutch people rarely use the word “sorry,” I realized that much of its use in customer service and IT support scenarios might mean little to the recipient. This article offers related IT support learnings.
ITSM Benefits

ITSM Benefits: The Benefits of IT Service Management

There are many available IT service management (ITSM benefits), but as with any benefits, an organization’s ability to reap them will depend on how well they adopt ITSM best practices. This article shares the types of benefits your organization could reap from ITSM.
Application Security

Application Security: What ITSM Pros Need to Know

This article explains how application security is becoming an important part of ITSM practice, common technologies and tools, and best practices that can help you enhance security for your organization’s application portfolio.
IT Service Desk Metrics

IT Service Desk Metrics and KPIs: Measuring What Really Matters

This article explains that there likely aren’t just two or three KPIs your IT service desk needs, that IT service desk metric portfolios can be problematic, and how your IT service desk can move its focus to what’s most valuable.
ITSM Quick Wins

ITSM Quick Wins Explained Simply

“ITSM quick wins” are considered “quick” because they don’t need long-term planning, and “wins” because they result in a positive outcome or a step toward achieving a bigger goal. This article shares some examples of ITSM quick wins.
ITSM and Security

IT Security and ITSM: Effective Collaboration in the Face of Attacks

What makes a security incident process successful? How can teams respond more efficiently? Why are changes like cloud migrations making this harder? This article explores and aims to help.
ITSM Tool Shortlisting

ITSM Tool Shortlisting: Focusing on What Matters Most

Avoid the perils of creating a lengthy request for proposal (RFP) spreadsheet as the primary mechanism for your ITSM tool shortlisting exercise, and instead use this alternative method.
Cloud Migrations

Cloud Migrations and ITSM Practices

This article provides an in-depth understanding of cloud migrations, their significance in the modern IT operations landscape, what can go wrong in cloud migration, and how ITSM professionals can help.
AI and ITSM

AI and ITSM: Where are We?

There’s currently a lot of interest in AI use cases for ITSM, but how much AI adoption has there been in ITSM to date? To gather new insight, we’re running a short, anonymous, three-question AI and ITSM poll.
Digital Minimalism

Digital Minimalism: The Path to Sustainable IT Service Operations

Digital minimalism isn’t just a trend, it’s a practice that can significantly streamline operations, enhance efficiency, and, importantly, contribute to sustainability. This article explains.