ESM-Ready ITSM Tools – What You Need in an ITSM Tool
The ability to extend the use of the corporate ITSM tool to other business functions to improve business-function workflows, service delivery and support capabilities, and employee experiences is highly beneficial in terms of better consistency, people efficiency, and digital transformation across the business functions. But is your corporate ITSM tool really equipped to support ESM? Is it an ESM-ready ITSM tool?
IBM Licensing Resources for ITSM Professionals
Navigating IBM’s licensing models, contractual obligations, and product lifecycle changes can be time-consuming and risky without access to the right information. To help, here’s a curated list of IBM licensing resources to help your organization manage its IBM licensing risk and reduce unnecessary costs.
The Future of ITSM: Agentic AI and the Autonomous Service Desk
McKinsey’s latest modeling estimates that generative and agent-driven AI could inject $2.6 trillion to $4.4 trillion of new economic value every year – roughly equivalent to the GDP of the UK. Inside ITSM, that value materializes whenever autonomous software agents absorb the drudgery once handled by Level 1 IT support staff.
ITSM Tool Change – Is Anything Different in 2025?
ITSM.tools takes a snapshot of the ITSM tool market every couple of years. It’s a short poll about whether ITSM tool change or churn is still happening and what the primary drivers for the ITSM tool replacements are (or were). The 2025 poll is here and we would appreciate you taking one minute or less to complete it.
How AI Revolutionizes Your ITSM Knowledge Management
AI-driven knowledge management can help make your ITSM knowledge more accessible, accurate, and actionable. This article explains how AI-powered solutions revolutionize ITSM knowledge management, starting with the limitations of traditional knowledge management before covering how specific AI-enabled capabilities can help.
ITIL 4 Continual Improvement: How to Drive Ongoing Value and Better IT Services
ITSM isn’t just about keeping the lights on. It’s also about delivering better services, better experiences, and better business outcomes over time. The ITIL 4 continual improvement practice is what makes that possible, and this article walks through how it works, what it covers, and how ITSM teams can put it to use without turning it into a paper exercise.
10 Tips for Optimizing IBM License Costs
This article offers ten actionable tips to help ITAM and ITSM professionals better manage their organization’s IBM license costs. Because maximizing its ROI while avoiding unplanned and unbudgeted expenses requires strategic license management.
ITIL 4 Project Management – A Quick Overview
The ITIL 4 Project Management Practice Guide reflects the guidance of PRINCE2, the internationally recognized project management framework and another PeopleCert-owned property. This article walks through what the ITIL 4 practice covers, how it aligns to PRINCE2, and how ITSM teams already running the framework can integrate it into service delivery without duplicating effort.
ITIL 4 Service Design Explained: From Planning to Delivery
ITIL 4’s Service Design management practice covers how services are shaped before they hit production. This article walks through what the practice is, its role in ITSM, its key elements, its dependencies on other ITIL 4 practices, and the Service Design processes an organization can use to improve IT service delivery.
10 Legitimate Reasons for Delaying an IBM License Audit
Imagine that your organization has been notified of an IBM license audit but needs more preparation time. Being unprepared is not a legitimate reason for delaying the audit. However, all is not lost if any of the ten commonly accepted reasons for delaying an IBM license audit can be demonstrated.
Why and How AI Changes Your IT Support Capabilities
The rapid evolution of AI capabilities and increasing end-user expectations mean your corporate IT support and wider ITSM capabilities must transform. Not only is more possible with AI, but your employees or end-users now expect more from their corporate IT services, too.
Workforce and Talent Management in ITIL 4: A Practical Guide for IT Leaders
This article shares some Workforce and Talent Management practice content areas, highlighting common IT industry challenges and how your IT organization can leverage this guidance to improve team performance, retention, and leadership effectiveness.
ITIL 4 Relationship Management: Guide to Building Strategic IT-Business Partnerships
This article explores Relationship Management’s role in ITIL 4, how it differs from previous ITIL iterations, its key principles, and best practices for successful adoption in IT service management (ITSM) environments.
How to Best Prepare for a Software Licensing Audit
Proper preparation by your organization can significantly reduce the risks and improve the outcomes of software licensing audits. To help, this article provides strategic steps to help your organization prepare for a software licensing audit effectively.
Agentic AI’s Role in Enterprise and IT Service Management
The progress we’ve seen so far in the AI landscape has been nothing short of fascinating – especially in IT. The question for enterprises then becomes: How will Agentic AI agents drive an autonomous approach to IT support and service delivery?