New AI in ITSM Survey – Please Help
Given that governance (including AI governance) and generative AI (GenAI) were the top two options in ITSM.tools’ 2025 content poll, we appreciate that people are keen to get as much insight on what is happening with AI in the ITSM space as possible. We’re therefore running another “AI in ITSM” survey only six months after the last one.
ITOM-ITSM Integration – The Key to Smarter Service Management
IT organizations can face challenges that include manual CMDB updates, reactive incident management and long resolution times, and monitoring-alert fatigue. This article looks at these challenges (and their impact) before offering a solution – ITOM-ITSM integration.
How Best to Recover from a Poor IBM Software Audit
Getting poor IBM software audit outcomes is not the end of the road. With a structured and strategic remediation approach, your IT teams can strengthen their IBM licensing compliance posture and mitigate future IBM software audit risks.
Change Enablement in ITIL 4: Definition, Practice & Best Approaches
Change enablement in ITIL 4 is the management practice of ensuring that changes to IT services and the IT infrastructure are implemented in a way that minimizes risk and disruption while maximizing value. This article calls out some of the key changes in the move from ITIL v3’s change management to ITIL 4’s change enablement.
ITSM Well-being in 2025 – Please Take Our Survey
We’re running our fifth ITSM Well-being Survey to see how people feel about working in IT (and in IT service delivery and support roles in particular) in 2025. We’re hoping you’ll spare us a minute or so to share your personal views on employee well-being in your organization.
How ITIL and Agile Can Coexist: Balancing Structure and Speed in ITSM
ITIL and Agile are two of the most widely adopted IT frameworks. While ITIL is often associated with structured processes and governance, Agile emphasizes flexibility, collaboration, and rapid delivery. However, they can coexist and even complement each other to create a more robust ITSM strategy.
Top 10 IBM Licensing Mistakes and How to Avoid Them: Insights for ITSM Pros
IBM software licensing is notoriously complex. Even small IBM licensing mistakes can lead to costly compliance issues. This article shares the top 10 IBM licensing mistakes and provides actionable strategies to help ITSM professionals avoid them.
How Blockchain Will Transform ITSM Capabilities
Blockchain is a technology often associated with cryptocurrencies. However, it can potentially revolutionize ITSM because its ability to provide transparency, security, and immutability across processes makes it a natural fit for tackling many of ITSM’s pain points.
Maximise Your Next ITSM Conference: 6 Proven Tips
With so many sessions on offer, people to meet, and new ideas to digest, how can you be sure to make the best of your next ITSM conference experience?
AI in ITSM 2025: Key ITSM Correlations and Insights
An earlier State of AI in ITSM 2025 article shared some headline statistics from an Atomicwork, PeopleCert, and ITSM.tools survey and report. This article now shares some of the ITSM correlations found in the AI report data.
Top 10 IBM License Audit Triggers – What ITSM Pros Need to Know
IBM license audits often come as an unwelcome surprise for ITSM professionals. Despite maintaining a positive relationship with your IBM account manager and investing significantly in software and support over the years, your organization might still receive notice of an IBM license audit. Why does this happen?
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.
Kotter Change Management: How to Apply the 8 Steps Successfully
Kotter’s 8-step Model provides a comprehensive approach to change management and has been widely adopted globally. This article explains the model and how it helps with change management and enablement.
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 – 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.