AI in ITSM 2025 – The State of Artificial Intelligence in Service Management
Last December, Atomicwork, PeopleCert, and ITSM.tools published a State of AI in IT 2025 report. This followed an early 2024 ITSM-focused report on AI adoption in North American IT organizations. This time, the IT element of the survey is global, thanks to the assistance of PeopleCert. This article shares some of the insights from the new data.
The ITIL Four Dimensions of Service Management
The Four Dimensions of Service Management were introduced in ITIL 4, with the perspectives collectively crucial to understanding service value creation for stakeholders, including customers. This article explains how.
2025’s Hot ITSM Topics
What IT service management (ITSM) help will you and your organization need in 2025? This is why we run our annual ITSM Topics poll – it’s good to know where you’ll likely focus next year and where others will be focusing, too. Plus, it provides a collective shout-out for assistance in certain ITSM areas.
Network Monitoring Tools for ITSM Pros: Device42, PRTG, and SolarWinds
Modern network monitoring tools are essential for providing ITSM professionals real-time visibility into their IT infrastructure. These tools automate the process of tracking devices, applications, and network traffic, allowing IT administrators to quickly identify and resolve issues.
ITSM Principles: Key Foundations and Best Practices for Effective Service Management
Adhering to ITSM principles better positions your organization for long-term success – from ITIL adoption, through Knowledge-Centere Service, to streamlining change management. This article explains more.
10 Common Challenges in Integrating DevOps with ITSM and How to Overcome Them
Integrating DevOps with IT service management (ITSM) can be complex and presents various challenges. While the potential benefits—such as improved efficiency, faster response times, and enhanced service quality—are significant, obstacles often obstruct the path to successful integration.
IT Operations Management (ITOM) vs. ITSM – Key Differences
Understanding the differences between ITOM (IT operations management) and ITSM (IT service management) is essential for businesses wishing to optimize the performance of their IT infrastructure and IT services. This article aims to help.
Machine Learning Ethics in ITSM
AI is a game-changer in ITSM. But just because something is powerful doesn’t mean it’s without risk. We need machine learning ethics in ITSM. This article explains why.
ITSM24: The Top IT Service Management Learnings
The itSMF UK conference is one of the top IT service management (ITSM) industry events. It’s packed with exciting content that lets attendees stay current on ITSM best practices and industry trends. In this article, Vawns Murphy shares some of the highlights, along with tips and insights from the presenters.
8 IT Asset Management (ITAM) Best Practices for Better Control and Cost Optimization
Organizations should adopt several IT asset management (ITAM) best practices to effectively manage IT assets. These help streamline operations, maintain control over assets, and optimize costs.
GenAI IT Service Management Use Case Examples
GenAI is the latest ITSM and ESM trend to drive changes in service management. This article offers GenAI ITSM examples to get you thinking.
Cloud-based IT Service Desk Software Explained
This article examines what a cloud-based IT service desk encompasses, the advantages it can offer your company, and how it’s superior to on-premises systems.
Selling IT Service Management (ITSM) To The C-Suite
When selling ITSM, convincing senior management to invest in a new ITSM solution demands research and a strategic approach. Here’s how.
What Do You Need From ITSM Tool Accreditation Schemes?
The PeopleCert ITIL-Accredited Tool Vendors (ATV) Programme wants to increase the value ITSM tool accreditation schemes provide. But what could and should be done to enhance ITSM tool accreditation schemes such as the ATV Programme?
AI in ITSM Survey 2025 – Please Help The ITSM Industry
We’re rerunning the AI in ITSM survey with the help of PeopleCert, collecting responses now so we can publish a fresh 2025 AI in ITSM report in January. Please take the time to help (and this article shares some key 2024 findings).