ITIL (Version 5) Guiding Principles: A Practical Guide for ITSM Leaders
ITIL (Version 5) describes the ITIL guiding principles as: “Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.” This article explains more.
AI Readiness: Is Your Organization Ready for AI? It Depends
AI is already here. The level of AI inclusion in ITSM tools and platforms is quite remarkable when you look at it closely. The question isn’t whether to engage with it — it’s whether your organization has the right foundations in place to make it work. Trust, governance, and a clear reason for adopting it in the first place are what separate the organizations that get results from those that don’t.
ITSM Benchmarking – Your Chance to Get Involved
How would you rate your organization’s ITSM or ITIL-adoption success? Not just in terms of process or practice adoption, but in serving your parent business. To help, PeopleCert has created an ITIL Performance Benchmarking Model. Helped by defined ways for calculating key metrics.
Superheroes, Service Desks, and Chaos Monkeys – What I Learned from SDI SPARK26
The Service Desk Institute (SDI) held its annual SPARK conference in Birmingham in March. In this article, you’ll find an overview of what Vawns Murphy sees as the best bits, including top tips and advice from the presenters.
How AI Will Break the 1–3x ITSM Implementation Cost Rule
The rule of thumb in ITSM has long been that implementation costs one to three times the software license. Richard Mendis of Bytemethod.ai makes the case that agentic AI finally breaks this calculation, by taking on the configuration, documentation, and maintenance work that consumes the bulk of implementation budgets.
AI Help Desk Software: How LLMs, AI Agents & Chatbots Are Transforming IT Support
In this article, learn how artificial intelligence (AI) help desks powered by LLMs and AI agents automate IT support, reduce Tier 1 tickets, cut costs, and scale IT support operations.
The Genealogy of AI Slop: Generative AI Didn’t Invent It – It Learned It
There is a growing chorus complaining about “AI slop” in IT service management (ITSM). This article by Ian Clayton looks at how we had “slop” before we had “AI slop” and the connectivity between the two.
ITIL (Version 5) Changes Explained: 20 Important Changes from ITIL 4
The release of the ITIL (Version 5) Foundation publication brings with it interest in what has changed from ITIL 4. This article shares 20 changes in ITIL (Version 5) compared to ITIL 4, including updates to the Value System, certifications, and AI governance.
The Hidden Cost of IT “Papercuts”: Why ITSM Automation Is a Business Continuity Strategy
It’s the small issues that can kill your team. It comes from the tiny cuts: the password resets, access tweaks, profile changes, and “just a quick question” tickets that never make a headline but never stop arriving either. ITSM automation will help – this article explains how.
AI in ITSM: How AI Is Transforming IT Service Management
Artificial intelligence is changing IT service management for the better. In this article, discover how AI in ITSM is transforming ITSM – from automation and predictive incidents to smarter knowledge and better end-user experiences.
What the State of FinOps 2026 Means for ITSM
The FinOps Foundation has released its sixth annual State of FinOps survey, and ITSM is explicitly named as one of the key disciplines with which FinOps teams are now collaborating. If you work in ITSM and you haven’t been paying attention to FinOps, now’s the time to start.
ITIL 4 and ITIL 5 Service Value Systems (SVSs) Explained: Guiding Principles, Practices, and Service Value Chain
Much has changed in ITIL 4 and thus there’s a lot to get one’s head around! This article quickly explains what the ITIL 4 service value system is and what it contains: the guiding principles, governance, service value chain, management practices, and continual improvement.
ITIL (Version 5) Explained: What’s New, What’s Changed, and Why It Matters
ITIL (Version 5) is here, and many questions are being asked. This article answers some of the most frequently asked questions. Including wht ITIL changed and what the key differences from ITIL 4 are.
AI Survey 2026: The Rise of Agentic AI Adoption in ITSM
We’re running a second 2026 AI survey just four months after our previous one. It repeats a similar AI survey from early 2025. This time, however, there’s a far greater focus on where the ITSM community is with Agentic AI rather than AI per se.
2026 ITSM Trends: What the Community Actually Wants Help With
Each year we ask the ITSM community what topics they want help with. Here are the 2026 results, how priorities have changed over six years, and what it all means. Spoiler: GenAI has fallen off a cliff and nobody wants to talk about people anymore.