Read how AI can make a lasting impact in IT change management. ITSM practitioners can begin moving away from a risk-prone, manual IT change management (or change enablement) process toward a highly controlled, predictive, and agentic ITSM framework.
With the proliferation of AI tools and their increasing ease of use, employees are leveraging AI to enhance the efficiency and effectiveness of themselves and their departments. However, the unauthorized use of AI by employees is also becoming an increasing issue for organizational security and integrity.
When ITSM and other digital leaders discuss risks entering 2026, the conversation typically revolves around outages, cyber threats, rising costs, tooling, or vendor lock-in. These are all important risks. But they’re also predictable. David Barrow believes the ITSM risk we’re most underestimating is exclusion.
Are you thinking about AI in IT in 2026? We’re rerunning our AI in IT survey with Atomicwork, collecting responses now to publish a fresh 2026 AI in IT report in time for the start of 2026. Please help everyone by adding your experiences and opinions.
Discover how AI Agents are transforming IT service management (ITSM) by automating Level 1 (L1) support, resolving issues before tickets arise, and enabling self-healing service desks that free technicians to focus on strategic work.
When Ian Aitchison was asked about the primary risk he thinks ITSM leaders should be focused on for 2026, he stated that he saw not one, but two key ITSM risks that are directly related. Avoiding them both requires “getting out of the frying pan, while avoiding the fire.”
In Q3 2025, PeopleCert collaborated with Accredited Tool Vendors (ATVs) and ITSM.tools on research to better understand where AI capabilities have been added to ITSM tools and what the future of AI in ITSM tools holds.
This article presents some key findings from the SolarWinds 2025 State of ITSM Report. With data from more than 2,000 ITSM systems and over 60,000 anonymized incident records, this year’s report takes a close look at how service teams are adapting to new tools, especially generative AI (GenAI), and what measurable results they’re seeing.
Discover how Unified Endpoint Management and Security (UEMS) solutions reduce IT help desk tickets, improve employee experience, and cut operational costs.
When your ITSM tool reaches EOL, your organization is faced with both a challenge and an opportunity. The challenge lies in ensuring continuity of IT services, processes, and knowledge without disruption. The opportunity arises from rethinking ITSM to better align with modern business needs, AI, and experience management.
The last AI in ITSM survey we ran with HCLSoftware was designed for publication with limited space for the correlations we discovered. Not including all the correlations in the report means that they can instead be shared in this article.
Salesforce is starting to talk about ITSM. References to ITSM are now showing up in Service Cloud messaging and its “Agentforce” AI-building platform positioning. So far, it has been relatively low-key in my opinion: a Dreamforce announcement (that created a buzz), a few posts, a video, and a landing page that feels more like a placeholder than a full strategy. Is it less a bold announcement and more like a quick response to ServiceNow’s move into CRM? The big question is whether Salesforce’s entry into ITSM will have a real impact.
In Q2 2025, HCLSoftware and ITSM.tools ran an artificial intelligence (AI)-focused survey; this article presents some of the results from a report called The State of AI in ITSM 2025. The full report can be downloaded using the links in the article.
Every couple of years, ITSM.tools runs a short poll to understand whether organizations are changing their ITSM tools and – importantly – why. This article shares the results of our 2025 ITSM tool churn poll.
A recent AI in ITSM survey by ManageEngine examined the progress of AI adoption among a sample of 300 IT professionals and their organizations. It extended beyond the current use of AI to include the future impact of AI agents. This article presents some of the survey findings.