This article shares the results of ITSM.tools ITSM Trends for 2025 content poll based on 176 responses. There are also insights into how ITSM trends have changed over time, some trend-related opinions, and links to existing trend-related ITSM.tools content that might still help.
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.
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.
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.
GenAI is the latest ITSM and ESM trend to drive changes in service management. This article offers GenAI ITSM examples to get you thinking.
This article examines what a cloud-based IT service desk encompasses, the advantages it can offer your company, and how it’s superior to on-premises systems.
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).
There’s a long list of challenges when using generative AI. However, that list can be summed up in five words, “Get your house in order!” This article lists the top five ways you can achieve this.
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).
In a recent webinar with SymphonyAI, I discussed artificial intelligence (AI) adoption in enterprise service management (ESM) scenarios. This article shares some of the points we discussed on AI adoption in ESM, starting with how ESM has evolved in recent years.
A recent survey conducted by OTRS Group revealed that nearly three times as many IT teams as last year want to introduce artificial intelligence to make ITSM processes more efficient.
In a recent webinar with SymphonyAI, I spoke about what our data is showing us regarding the current state of artificial intelligence (AI) adoption in IT service management (ITSM). This article shares some of the discussed points.
After a couple of days at the Service Desk and IT Support Show (SITS) in April, I came away with lots of IT service management (ITSM) learnings. Following on from my initial blog on the things I’ve taken away from SITS written for i3Works, here are some more shared ITSM learnings
What IT service management (ITSM) trends and developments will we see in 2024? And how will these impact the way you work? Many factors affect service management, but these are the ones TOPdesk anticipates will have the most impact.
This article shares the results of our latest well-being in IT survey, including how 82% of respondents think working in IT will get harder over the next three years. Read the full results here.
Quick Content Limited
20 Nightingales, Market Deeping,
Peterborough. PE6 8RU,
United Kingdom.
