How would you rate your organization’s ITSM or ITIL-adoption success? Not just in terms of process or practice adoption, but in serving your parent business. To help, PeopleCert has created an ITIL Performance Benchmarking Model. Helped by defined ways for calculating key metrics.
The Service Desk Institute (SDI) held its annual SPARK conference in Birmingham in March. In this article, you’ll find an overview of what Vawns Murphy sees as the best bits, including top tips and advice from the presenters.
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 implementation budgets.
In this article, learn how artificial intelligence (AI) help desks powered by LLMs and AI agents automate IT support, reduce Tier 1 tickets, cut costs, and scale IT support operations.
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.
The release of the ITIL (Version 5) Foundation publication brings with it interest in what has changed from ITIL 4. This article shares 20 changes in ITIL (Version 5) compared to ITIL 4, including updates to the Value System, certifications, and AI governance.
It’s the small issues that can kill your team. It comes from the tiny cuts: the password resets, access tweaks, profile changes, and “just a quick question” tickets that never make a headline but never stop arriving either. ITSM automation will help – this article explains how.
Artificial intelligence is changing IT service management for the better. In this article, discover how AI in ITSM is transforming ITSM – from automation and predictive incidents to smarter knowledge and better end-user experiences.
The FinOps Foundation has released its sixth annual State of FinOps survey, and ITSM is explicitly named as one of the key disciplines with which FinOps teams are now collaborating. If you work in ITSM and you haven’t been paying attention to FinOps, now’s the time to start.
Much has changed in ITIL 4 and thus there’s a lot to get one’s head around! This article quickly explains what the ITIL 4 service value system is and what it contains: the guiding principles, governance, service value chain, management practices, and continual improvement.
ITIL (Version 5) is here, and many questions are being asked. This article answers some of the most frequently asked questions. Including wht ITIL changed and what the key differences from ITIL 4 are.
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.
Each year we ask the ITSM community what topics they want help with. Here are the 2026 results, 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.
Sovereignty-first ITSM might be a new term in your service management vocabulary, but geopolitical risk is reshaping IT service management. Learn how it protects your organization’s data, helps ensure resilience, and preserves ITIL alignment.