ITSM Articles

Sovereignty-First ITSM

Sovereignty-First ITSM: How Geopolitical Risk Is Reshaping Service Management in 2026

Sovereignty-first ITSM might be a new term in your service management vocabulary, but geopolitical risk is reshaping IT service management. Learn how it protects your organization’s data, helps ensure resilience, and preserves ITIL alignment.
ITIL Version 5 Management Practices Explained

ITIL Version 5 Management Practices Explained: Complete List and Definitions

This article shares all 34 of the ITIL Version 5 management practices and their ITIL glossary definitions. Five management practices have also changed their “location” between ITIL 4 and ITIL (Version 5) to now sit in the product and service management practices grouping.
Best ITSM Blog Sites

The 25 Best ITSM Blog Sites in 2026

If you still read ITSM blogs or articles, then you might be struggling to find places to look. To help, here’s a curated list of the 25 best ITSM blog sites in 2026, with a critical look at AI-generated content and SME-led insights.
2026 ITSM Risks

The 2026 ITSM Risks Leaders Are Underestimating

The biggest ITSM risks for 2026 span four areas: people challenges, including exclusion and talent shortages, process maturity gaps in AI adoption, technology risks from unauthorized AI use and poor data quality, and value delivery failures from focusing on tools over outcomes.
How to Build a High-Value Process Library for ITSM

How to Build a High-Value Process Library for IT Service Management

For ITSM teams that want to transition from documenting processes to creating process maps that deliver value, are trusted, and last the course, the starting point is treating them as more than just process maps. However, a robust process library requires the right “inputs” before it can drive the right “outputs.” All is explained here.
IBM Licensing Audit Guide

IBM Licensing Audit Guide – What ITSM Pros Need to Know

This brief guide explains what happens during an IBM license audit, why they occur, how to prepare, and what outcomes you can expect. So you or other ITSM or ITAM professionals can approach the audit process with confidence and control.
Beginner’s Guide to IT Support Ticketing Systems

Beginner’s Guide to IT Support Ticketing Systems: How IT Tickets Really Work

The concept of ticketing systems might be alien to a new starter in IT support. This article explains how IT ticketing systems work, from ticket creation to resolution. A beginner’s guide to IT tickets, workflows, and best practices.
10 Common IT Help Desk Issues and How to Fix Them

10 Common IT Help Desk Issues and How to Fix Them (Step-by-Step Guide)

This article shares the 10 most common IT help desk issues, why they keep happening, and how IT support teams can efficiently fix them.
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.