When Service Desk Scripts Fail: How “Good” Customer Support Turns Bad
This article is about a personal customer support experience with a very successful online retailer and what IT support organizations can learn from it.
Technical Support Is Really Customer Support (Here’s Why It Matters)
Let’s stop reinforcing the fact that technical support fixes IT, it really fixes the issues people have because IT isn’t working.
ITSM.tools Solution Snapshots Overview
This article offers an overview of our ITSM.tools Solution Snapshots, including what they cover, and how to get involved.
7 Fun Service Desk Tips from the Greatest Wizard of All Time
Ever wondered what sage IT service desk and IT service management advice Dumbledore would offer to IT support teams and personnel? Well here you go…
IBM Internal Audits – The Benefits
Internal audits aren’t just about ticking compliance boxes. Instead, they’re about ensuring governance, optimizing service performance, and aligning IT with business strategy. When it comes to IBM software and services, an IBM internal audit provides your organization with critical insights into associated risks and potential cost savings.
Pushing the Boundaries of Major Incident Response with Agentic AI
Instead of relying solely on traditional major incident management workflows, IT teams need to diversify and modernize their approach by infusing intelligence into their incident response flows. This article explains how IT incidents and major incidents are detected, analyzed, and resolved better with AI.
2026 ITSM Content: What IT Service Management Topics Do You Need Most?
What do you need help with next year? Take our quick 2026 ITSM Topics poll to help shape the articles, guides, and practical content ITSM.tools puts out. The aggregated results also give us an early read on the hottest trends in ITSM right now, and where the industry conversation is heading in 2026.
2026 ITAM Outlook: Focused AI, Strong Governance, and the End of Tool Sprawl
What does the 2026 ITAM outlook include?Ian Cahall sees two major shifts taking hold: AI moves from hype to governed, targeted adoption, and multi-tool sprawl will shift to deeper execution on a primary platform.
The State of AI in IT for 2026: Adoption, Trust, Value, and Reality
The 2026 State of AI in IT Report shows that AI in IT adoption is accelerating for 2026. This article explores survey insights from IT professionals and end-users on AI maturity, trust, ROI, barriers, and real-world ITSM impact.
The Anti-Powernoia Practical Implementation Guide
A candid, experience-based guide to ITSM implementation failures caused by power and fear. Learn how Powernoia distorts ITIL practices, metrics, and tools – and what to measure instead to preserve dignity, trust, and real service excellence.
How IT Service Management Eliminates SaaS Waste and Boosts Enterprise Efficiency
Enterprise SaaS portfolios are often unmanaged, overlapping, and full of underutilized applications (SaaS waste), which saps funds, frustrates staff, and creates operational drag. This article explains how formal ITSM will help.
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.
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.
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 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.