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.
A year ago, IT departments could easily dismiss GenAI tools as a “marketing experiment” because there were only a handful of AI writing tools that were gaining popularity. Today, every department is trying a new AI tool (cough, OpenAI wrapper, cough) that promises to double their productivity, increase their quality of work, and secure them a promotion. So how do we deal with this Shadow AI?
McKinsey’s latest modeling estimates that generative and agent-driven AI could inject $2.6 trillion to $4.4 trillion of new economic value every year – roughly equivalent to the GDP of the UK. Inside ITSM, that value materializes whenever autonomous software agents absorb the drudgery once handled by Level 1 IT support staff.
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.
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.
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?