The State of AI in ITSM 2025
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.
ITIL 4 IT Service Management Practices
Here Akshay Anand – Lead Architect for the ITIL update – gives the lowdown on the new ITIL 4, including the new service value system, the ‘four dimensions’, the updated guiding principles (originally found in ITIL Practitioner), and the change of processes to practices.
ITIL – The IT Service Management Framework (ITIL v3 and ITIL 4)
This article has been written to offer you as much insight as possible into ITIL 4 in a short time. From what it is to the key elements that comprise the latest ITIL 4 service management best practice guidance.
Which IT Service Management Tools? Here’s an ITSM Tools List
Are you looking for a new IT service management (ITSM) tool? If so, do you know what your options are? Here we provide an overview of 42 ITSM tools to suit organizations of all different sizes and ITSM maturity.
Enterprise Service Management – What is ESM?
While the concept of enterprise service management (ESM) has been around for well over a decade, the terminology isn’t necessarily something that people are aware of. So, in this article, Sophie Danby attempts to explain everything you need to know about it.
What’s ITSM? ITIL 4 Service Management
What is ITSM? Why is ITSM important? What are ITSM’s benefits? And what are ITSM’s “quick wins”? Find out more with our comprehensive overview.
How to Define, Measure, and Report IT Service Availability
To measure, document, and report IT service availability in ways that will be helpful to your organization and your customers you need to do two things…
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.
10 Key ITSM Principles and Best Practices
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 or ITAM Best Practices
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.
