What Do You Need From ITSM Tool Accreditation Schemes?

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

AI in ITSM Survey 2025

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).

IT Asset Management Challenges and How to Overcome Them

ITAM Challenges

While there are many benefits from IT asset management (ITAM) adoption, organizations can still face challenges in implementing and maintaining effective ITAM practices. This article outlines the common ITAM adoption challenges.

ITAM: IT Asset Management Capabilities Explained

ITAM Explained

If you’re wondering what ITAM is, this article is for you. It explains how organizations use IT asset management (ITAM) capabilities for managing, optimizing, and controlling IT assets throughout their lifecycles.

LLMs: 5 Uses of Large Language Models in ITSM Tools

Large Language Models (LLMs) in ITSM

LLMs can perform various tasks such as translation, summarization, data analysis, and question answering. Their ability to understand context and nuances in language makes them highly versatile. This adaptability has led to their adoption in multiple domains, including customer service, content creation, and more specialized fields like IT service management (ITSM).

10 ITIL Best Practices for MSPs and MSSPs

ITIL Best Practices for MSPs and MSSPs

Managed service providers (MSPs) deliver various IT services to businesses, ranging from network management to disaster recovery. While managed security service providers (MSSPs) specialize in delivering security-centric services, differentiating them from generic MSPs. This article shares ten ITIL best practices that can apply to both MSPs and MSSPs.

Use LZS for IT Service Desk Knowledge Management

LZS: Level Zero Solvable

While the initial use of LZS was IT self-service, the basis of the technique can also be used in assessing the suitability of knowledge articles and their use by IT support staff. In particular in the context of bounced tickets.