ITSM Articles

AI in ITSM

AI in ITSM: How AI Is Transforming IT Service Management

Artificial intelligence is changing IT service management for the better. In this article, discover how AI in ITSM is transforming ITSM – from automation and predictive incidents to smarter knowledge and better end-user experiences.
FinOps and ITSM

What the State of FinOps 2026 Means for ITSM

The FinOps Foundation has released its sixth annual State of FinOps survey, and ITSM is explicitly named as one of the key disciplines with which FinOps teams are now collaborating. If you work in ITSM and you haven’t been paying attention to FinOps, now’s the time to start.
ITIL 4 Service Value System Explained

ITIL 4 and ITIL 5 Service Value Systems (SVSs) Explained: Guiding Principles, Practices, and Service Value Chain

Much has changed in ITIL 4 and thus there’s a lot to get one’s head around! This article quickly explains what the ITIL 4 service value system is and what it contains: the guiding principles, governance, service value chain, management practices, and continual improvement.
Illustrated ITIL control tower rising above a digital landscape representing the ITIL (Version 5) framework

ITIL (Version 5) Explained: What’s New, What’s Changed, and Why It Matters

ITIL (Version 5) is here, and many questions are being asked. This article answers some of the most frequently asked questions. Including wht ITIL changed and what the key differences from ITIL 4 are.
AI Survey 2026

AI Survey 2026: The Rise of Agentic AI Adoption in ITSM

We’re running a second 2026 AI survey just four months after our previous one. It repeats a similar AI survey from early 2025. This time, however, there’s a far greater focus on where the ITSM community is with Agentic AI rather than AI per se.
2026 ITSM Trends

2026 ITSM Trends: What the Community Actually Wants Help With

Each year we ask the ITSM community what topics they want help with. Here are the 2026 results, how priorities have changed over six years, and what it all means. Spoiler: GenAI has fallen off a cliff and nobody wants to talk about people anymore.
The MSP Agentic AI Execution Gap

The MSP Agentic AI Execution Gap in Service Delivery

70% of MSPs say they’re using agentic AI. Only 10% are primarily using it where it counts. And according to new Omdia poll data, MSP’s customers are already further ahead. The report digs into the execution gap, the cost of hesitation, and why investors are increasingly factoring AI maturity into MSP valuations.
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 logo in neon blue and purple representing the ITIL v5 framework launch

ITIL (Version 5): What’s Known about ITIL Version 5

An impartial (at least on the author’s part) early look at ITIL (Version 5): why it exists, what’s changed, new certification paths, AI governance, and practitioner reactions. More will follow but this is hopefully an easy-to-read snapshot.
Large illustrated number 5 in a park landscape representing ITIL Version 5 management practices

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.