ITSM Articles

Reimagining Knowledge Systems in ITSM with AI

Reimagining Knowledge Systems in ITSM: Moving From AI-Assisted to AI-Native

Knowledge has always been the backbone of ITSM excellence. However, even with immense effort invested in documenting, classifying, and organizing knowledge articles, most knowledge systems still fall short of meeting expectations. This article explains how AI helps.
How Analyst Reports Guide Service Management Progress

Setting the Standard: How Analyst Reports Guide Service Management Progress

Diving into analyst reports is an efficient way for organizations to learn what top vendors are offering, what users are experiencing, and what trends are emerging from an unbiased source. This article looks at the opportunity of analyst reports including The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025 report.
How the VMDB Transforms the CMDB into a Value Management Engine

From Configuration to Value: How the VMDB Transforms the CMDB into a Value Management Engine

The VMDB introduces a new layer of business intelligence within service management tools, linking the technical configuration of services (managed in the CMDB) with their intended and realized value.
Technicians: Why IT Service Desks Are the New Cybersecurity Target

Technicians Hold the Access: Why IT Service Desks Are the New Cybersecurity Target

Technicians often hold critical privileges, including credential resets, access approvals, and configuration changes, and they frequently work under tight time constraints. While these technician roles are high-trust and high-privileged, they are often overlooked in security assessments. For attackers, compromising a technician is the best way to bypass traditional corporate security defences in a single attempt.
AI in ITSM

AI in ITSM – 4 Key Points

This article provides you with a 2025 “temperature check” of AI in ITSM based on a recorded webinar and the creation of a new survey-based AI in ITSM report. The “AI in ITSM” stats are shared in another ITSM.tools article.
Surviving IBM License Audits

License Audit Guidance – Surviving IBM License Audits

IBM license audits are a test of IT governance, asset management maturity, and your organization’s ability to balance risk with operational efficiency. This article provides insight into the end-to-end IBM audit process, offers proactive steps to strengthen your organization’s IBM license governance, and explains how ITSM and ITAM professionals can turn an IBM license audit into an opportunity to reinforce their SAM and compliance practices.
AI Reduces Risk in IT Change Management

How AI Reduces Risk in High-Impact IT Change Management

Read how AI can make a lasting impact in IT change management. ITSM practitioners can begin moving away from a risk-prone, manual IT change management (or change enablement) process toward a highly controlled, predictive, and agentic ITSM framework.
2026 ITSM Risks

2026 ITSM Risks: Managing AI Explosion, Governance, and Data Integrity in IT Service Management

With the proliferation of AI tools and their increasing ease of use, employees are leveraging AI to enhance the efficiency and effectiveness of themselves and their departments. However, the unauthorized use of AI by employees is also becoming an increasing issue for organizational security and integrity.
itSMF UK 2025

itSMF UK 2025: People Over Process, Finally

Want to know what happened at this year’s itSMF UK conference and what some of the key ITSM nuggets and takeaways were? This personal reflection by Sophie Danby, on the itSMF UK 2025 conference, shares the standout sessions (attended), the themes that shaped the event, and what could improved.
Sleepwalking into Exclusion

Sleepwalking into Exclusion: The Hidden ITSM Risk for 2026

When ITSM and other digital leaders discuss risks entering 2026, the conversation typically revolves around outages, cyber threats, rising costs, tooling, or vendor lock-in. These are all important risks. But they’re also predictable. David Barrow believes the ITSM risk we’re most underestimating is exclusion.
AI in IT in 2026

AI in IT in 2026: Where is ITSM Heading?

Are you thinking about AI in IT in 2026? We’re rerunning our AI in IT survey with Atomicwork, collecting responses now to publish a fresh 2026 AI in IT report in time for the start of 2026. Please help everyone by adding your experiences and opinions.
The Rise of the Self-Healing Service Desk with AI Agents

The Rise of the Self-Healing Service Desk: Ending the L1 Workload Crisis with AI Agents

Discover how AI Agents are transforming IT service management (ITSM) by automating Level 1 (L1) support, resolving issues before tickets arise, and enabling self-healing service desks that free technicians to focus on strategic work.
Cooperation vs. Collaboration in ITSM

Cooperation vs. Collaboration in ITSM: The Hidden Risk That Limits Business Value

Beneath the polished surface of ITSM lies a subtle and dangerous risk: people may be cooperating, but not collaborating. This distinction makes all the difference between ITSM that looks efficient and ITSM that actually delivers business value. This article explains why cooperation without collaboration in ITSM is a hidden risk.
Top ITSM Risks in 2026

Top ITSM Risks in 2026: AI, Automation, and Shadow Vibe Apps

When Ian Aitchison was asked about the primary risk he thinks ITSM leaders should be focused on for 2026, he stated that he saw not one, but two key ITSM risks that are directly related. Avoiding them both requires “getting out of the frying pan, while avoiding the fire.”
AI in ITSM Tools

AI in ITSM Tools: What’s Being Added and What’s Next (2025 Insights)

In Q3 2025, PeopleCert collaborated with Accredited Tool Vendors (ATVs) and ITSM.tools on research to better understand where AI capabilities have been added to ITSM tools and what the future of AI in ITSM tools holds.