What Is ITIL? Complete Definition, Benefits, & Evolution (2026 Guide)
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.
Comprehensive ITSM Tools List 2026: Compare Top ITSM Platforms
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.
What is Enterprise Service Management? A Complete Guide to 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 is ITSM? Definition, Benefits, and Best Practices (2026 Guide)
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.
Service Model Development Using ITIL 4 for Effective Service Delivery
If you’re a large organization, or an IT service provider offering services to large enterprises, then reviewing your standard service model on a regular basis is imperative. Ensuring that it stays aligned with your business and IT strategy. This article explains why and how to create one if you haven’t already got one in place.
How to Define, Measure, and Report IT Service Availability That Truly Reflects Customer Value
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…
ITIL 4 Service Value Chain: Model, Activities, and Examples
Here Daniel Breston takes a closer look at the ITIL 4 Service Value Chain and asks you to observe and consider the impact of what it depicts against the way you deliver value with technology-based solutions at your organization today.
Service Desk Best Practices: What to Do When Users Don’t Respond
How should a service desk deal with end user unresponsiveness? Here we look at various opinions sourced from the Back2ITSM Facebook group. First in 2016 and now in 2023.
Getting More from ITSM Vendors: Beyond Tools and Transactions
People don’t benefit from ITSM tool vendors as much as they could. Here Stephen Mann asks ITSM Vendors to share their best ITSM tips and advice.
Customer Service Isn’t About You: Rethinking What “Good” Really Means
When you’re giving, or receiving, good customer service do you stop to consider these four points? They could help improve your experience.
How to Reduce Service Desk Agent Stress: 11 Practical Tips for IT Support Teams
How do you start to dealing with service desk agent stress. Here you’ll find 11 tips to reduce stress based on latest GFI Research findings.
When Service Desk Scripts Fail: How “Good” Customer Support Turns Bad
This article is about a personal customer support experience with a very successful online retailer and what IT support organizations can learn from it.
Technical Support Is Really Customer Support (Here’s Why It Matters)
Let’s stop reinforcing the fact that technical support fixes IT, it really fixes the issues people have because IT isn’t working.
ITIL (Version 5): What’s Known about ITIL Version 5
An impartial (at least on the author’s part) early look at ITIL (Version 5): why it exists, what’s changed, new certification paths, AI governance, and practitioner reactions. More will follow but this is hopefully an easy-to-read snapshot.
7 Fun Service Desk Tips from the Greatest Wizard of All Time
Ever wondered what sage IT service desk and IT service management advice Dumbledore would offer to IT support teams and personnel? Well here you go…