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, experiences, and business outcomes over time. This is where the ITIL 4 continual improvement practice plays a critical role.
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 is packed with practical, proven guidance that reflects the guidance of another globally adopted PeopleCert “property” – PRINCE2, the internationally respected project management framework.
ITIL 4 Service Design Explained: From Planning to Delivery
This article shares what ITIL 4’s Service Design management practice is, its importance to ITSM, its key elements, its other ITIL 4 management practice dependencies, and the Service Design processes your organization can use to improve its 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.
SIAM (Service Integration and Management) Explained: Framework & Benefits
Service integration and management (SIAM), or multisourcing service integration, is a strategy organizations utilize to coordinate numerous internal and external service providers. This article offers quick insight into what it is and how it works.
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?
SIAM Governance – Overcoming Siloed Service Management Processes
SIAM governance is a structure created to connect suppliers, optimize operations, and enable teams to achieve business objectives with flexibility and effectiveness. This article explains what’s involved.
ITSM Well-being in 2025
Here are the results of our ITSM Well-being in 2025 survey. It was last run in early 2024 to see how people in ITSM roles felt about work, and these results are used in this article for comparison purposes.
How to Build a CMDB for SMBs: A Best Practice Guide to Configuration Management
A Configuration Management Database (CMDB) might sound like a tool for large enterprises, but here’s the great news: your small or medium-sized business (SMB) can benefit from it, too. In this article, you’ll learn how to create a CMDB that fits your business needs.