Which IT service management (ITSM) topics would you like to see our content focus on in 2019? Please take our quick poll and then read on to find out more about a year in the life of ITSM.tools’ content and readership, and to see how we shaped our content plan around last year’s votes.
Building off of our 2017 analysis, this article introduces a new ITSM.tools survey that we hope will help IT service management pros to better understand where the future of ITSM is heading and what they should be thinking about (and then doing).
Here Ian Aitchison introduces his concept of “Artificially Intelligent Service Management,” described as ITSM, but with a rich and creamy layer of artificial intelligence on top – like icing on a cake. Sound hungry? We mean interested… click-through to read more.
In this article, Sophie Danby looks back at a recent industry conference and uses it as a platform to discuss the changing face of ITSM, the ever-growing importance of customer service, the industry focus on Artificial Intelligence, and why we – in ITSM – need to focus more on the darker side of mental health.
Seven ITSM influencers share their advice on creating your ITSM future: including how the changing landscape demands new approaches, and what you should be considering now (and later) with regards to chatbots and machine learning.
What can Artificial Intelligence really do for ITSM, and how can you get the most out of current AI opportunities for the IT service desk? This article explores, and also shares how AI and ITSM can combine to reduce tedious tasks and help us to better analyze large data sets.
Technologies such as AI, machine learning, and natural language processing have finally reached a point where they can provide value to an organization. This article shows you how, specifically looking at IT incident categorization and assignment.
From Automation to Digital Transformation, DevOps to ITIL, will these top 5 ITSM trends and topics for 2018 as voted for by our readers surprise you?
This article offers a quick, and easy, insight into the Analyst 2.0 report published by SDI and what skills are needed by future service desk analysts.
How do you convince senior IT and business leaders that ITSM, and specifically ITIL, are worth the time, effort, and money?
The ability for IT end users to self-serve, or self-help, continues to advance, but what do we REALLY need from a self-service portal?
The self-service approach to customer service has gone too far. Can we shift the burden onto an Artificial Intelligence system instead?