This article explores Relationship Management’s role in ITIL 4, how it differs from previous ITIL iterations, its key principles, and best practices for successful adoption in IT service management (ITSM) environments.
Proper preparation by your organization can significantly reduce the risks and improve the outcomes of software licensing audits. To help, this article provides strategic steps to help your organization prepare for a software licensing audit effectively.
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?
SIAM governance is a structure created to connect suppliers, optimize operations, and enable teams to achieve business objectives with flexibility and effectiveness. This article explains what’s involved.
Here are the results of our ITSM Well-being in 2025 survey. It was last run in early 2024 to see how people in ITSM roles felt about work, and these results are used in this article for comparison purposes.
A Configuration Management Database (CMDB) might sound like a tool for large enterprises, but here’s the great news: your small or medium-sized business (SMB) can benefit from it, too. In this article, you’ll learn how to create a CMDB that fits your business needs.
Given that governance (including AI governance) and generative AI (GenAI) were the top two options in ITSM.tools’ 2025 content poll, we appreciate that people are keen to get as much insight on what is happening with AI in the ITSM space as possible. We’re therefore running another “AI in ITSM” survey only six months after the last one.
IT organizations can face challenges that include manual CMDB updates, reactive incident management and long resolution times, and monitoring-alert fatigue. This article looks at these challenges (and their impact) before offering a solution – ITOM-ITSM integration.
Getting poor IBM software audit outcomes is not the end of the road. With a structured and strategic remediation approach, your IT teams can strengthen their IBM licensing compliance posture and mitigate future IBM software audit risks.
Change enablement in ITIL 4 is the management practice of ensuring that changes to IT services and the IT infrastructure are implemented in a way that minimizes risk and disruption while maximizing value. This article calls out some of the key changes in the move from ITIL v3’s change management to ITIL 4’s change enablement.
We’re running our fifth ITSM Well-being Survey to see how people feel about working in IT (and in IT service delivery and support roles in particular) in 2025. We’re hoping you’ll spare us a minute or so to share your personal views on employee well-being in your organization.
ITIL and Agile are two of the most widely adopted IT frameworks. While ITIL is often associated with structured processes and governance, Agile emphasizes flexibility, collaboration, and rapid delivery. However, they can coexist and even complement each other to create a more robust ITSM strategy.
IBM software licensing is notoriously complex. Even small IBM licensing mistakes can lead to costly compliance issues. This article shares the top 10 IBM licensing mistakes and provides actionable strategies to help ITSM professionals avoid them.
Blockchain is a technology often associated with cryptocurrencies. However, it can potentially revolutionize ITSM because its ability to provide transparency, security, and immutability across processes makes it a natural fit for tackling many of ITSM’s pain points.
An earlier State of AI in ITSM 2025 article shared some headline statistics from an Atomicwork, PeopleCert, and ITSM.tools survey and report. This article now shares some of the ITSM correlations found in the AI report data.
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