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 an implementation budget. The article explains where the savings show up first.
AI help desks powered by LLMs and AI agents are being rolled out to automate IT support, reduce Tier 1 tickets, cut operational costs, and scale support operations without adding headcount. Jeff Hume looks at where these systems are already delivering, what the current limitations look like, and how to think about them if you’re evaluating options for your own service desk.
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.
It’s the small issues that eat away at your team’s capacity: password resets, access tweaks, profile changes, and “just a quick question” tickets that never make a headline but never stop arriving either. Lauren Okruch explains why the compounded impact of these papercuts is a real business continuity risk, and how ITSM automation delivers more upside on this class of work than the flashier use cases.
AI is changing IT service management, from automation and predictive incidents to smarter knowledge management and better end-user experiences. Daniel Burley walks through where the technology fits in an ITSM setup today, what it does well, what it still gets wrong, and how to think about where to invest first if you’re at the early end of the adoption curve.
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.
Every year we ask the ITSM community what topics they want help with, and the 2026 results are in. This article covers what the community is asking for, 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.
70% of MSPs say they’re using agentic AI. Only 10% are primarily using it where it counts. And according to new Omdia poll data, MSP’s customers are already further ahead. The report digs into the execution gap, the cost of hesitation, and why investors are increasingly factoring AI maturity into MSP valuations.
The biggest ITSM risks for 2026 span four areas: people challenges, including exclusion and talent shortages, process maturity gaps in AI adoption, technology risks from unauthorized AI use and poor data quality, and value delivery failures from focusing on tools over outcomes.
If you’re wondering about AI-assisted service desks, this article and the videos it links to are for you. Discover how AI-assisted service desks transform ITSM, especially for lean teams – improving speed, experience, and scalability across the business.
No matter where an employee is, they expect consumer-grade speed and simplicity. However, their issues are increasingly intertwined with complex networks of devices, SaaS applications, VPNs, and networks that you may not fully control. In this article, discover how context-aware remote support closes the IT resolution gap, reduces MTTR, improves security, and transforms ITSM for hybrid work.
Instead of relying solely on traditional major incident management workflows, IT teams need to diversify and modernize their approach by infusing intelligence into their incident response flows. This article explains how IT incidents and major incidents are detected, analyzed, and resolved better with AI.
What do you need help with next year? Take our quick 2026 ITSM Topics poll to help shape the articles, guides, and practical content ITSM.tools puts out. The aggregated results also give us an early read on the hottest trends in ITSM right now, and where the industry conversation is heading in 2026.
What does the 2026 ITAM outlook include?Ian Cahall sees two major shifts taking hold: AI moves from hype to governed, targeted adoption, and multi-tool sprawl will shift to deeper execution on a primary platform.
The 2026 State of AI in IT Report shows that AI in IT adoption is accelerating for 2026. This article explores survey insights from IT professionals and end-users on AI maturity, trust, ROI, barriers, and real-world ITSM impact.