Articles tagged with IT Service Management

The Hidden Cost of IT “Papercuts”: Why ITSM Automation Is a Business Continuity Strategy

The Hidden Cost of IT “Papercuts”: Why ITSM Automation Is a Business Continuity Strategy

Lauren Okruch March 11, 2026

It’s the small issues that eat away at your team’s capacity: password resets, access tweaks, profile changes, and “just a quick question” tickets that never make a headline but never stop arriving either. Lauren Okruch explains why the compounded impact of these papercuts is a real business continuity risk, and how ITSM automation delivers more upside on this class of work than the flashier use cases.

AI in ITSM

AI in ITSM: How AI Is Transforming IT Service Management

Daniel Burley March 9, 2026

AI is changing IT service management, from automation and predictive incidents to smarter knowledge management and better end-user experiences. Daniel Burley walks through where the technology fits in an ITSM setup today, what it does well, what it still gets wrong, and how to think about where to invest first if you’re at the early end of the adoption curve.

FinOps and ITSM

What the State of FinOps 2026 Means for ITSM

Sophie Danby March 4, 2026

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.

Illustrated ITIL control tower rising above a digital landscape representing the ITIL (Version 5) framework

ITIL (Version 5) Explained: What’s New, What’s Changed, and Why It Matters

Roman Jouravlev March 2, 2026

ITIL (Version 5) is here, and the questions from practitioners have started. This article works through the most common ones: what has changed, what has stayed the same, and what the key differences from ITIL 4 are. Roman Jouravlev, editor of ITIL and creator of the Conversations with Giants series, walks through the practical implications for anyone already running ITIL 4.

AI Survey 2026

AI Survey 2026: The Rise of Agentic AI Adoption in ITSM

Stephen Mann February 25, 2026

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.

2026 ITSM Trends

2026 ITSM Trends: What the Community Actually Wants Help With

Sophie Danby February 24, 2026

Every year we ask the ITSM community what topics they want help with, and the 2026 results are in. This article covers what the community is asking for, 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.

The MSP Agentic AI Execution Gap

The MSP Agentic AI Execution Gap in Service Delivery

Sophie Danby February 18, 2026

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.

ITIL Version 5 logo in neon blue and purple representing the ITIL v5 framework launch

ITIL (Version 5): What’s Known about ITIL Version 5

Stephen Mann February 15, 2026

An impartial early look at ITIL (Version 5): why it exists, what’s changed, the new certification paths, AI governance, and how practitioners have reacted so far. More detail will follow as PeopleCert releases the full publication, but this is the easy-to-read snapshot of what’s known now and what still needs pinning down.

Large illustrated number 5 in a park landscape representing ITIL Version 5 management practices

ITIL Version 5 Management Practices Explained: Complete List and Definitions

Stephen Mann February 11, 2026

This article shares all 34 of the ITIL Version 5 management practices with their glossary definitions. Five of them have moved between ITIL 4 and ITIL (Version 5), now sitting in the product and service management practices grouping. The article walks through what moved, what it means, and how the shift affects practitioners working across the framework.

Best ITSM Blog Sites

The 25 Best ITSM Blog Sites in 2026

Sophie Danby February 9, 2026

If you still read ITSM blogs or articles, then you might be struggling to find places to look. To help, here’s a curated list of the 25 best ITSM blog sites in 2026, with a critical look at AI-generated content and SME-led insights.

2026 ITSM Risks

The 2026 ITSM Risks Leaders Are Underestimating

Sophie Danby February 4, 2026

The biggest ITSM risks for 2026 span four areas: people challenges, including exclusion and talent shortages, process maturity gaps in AI adoption, technology risks from unauthorized AI use and poor data quality, and value delivery failures from focusing on tools over outcomes.

How to Build a High-Value Process Library for ITSM

How to Build a High-Value Process Library for IT Service Management

David Keen February 3, 2026

For ITSM teams that want to transition from documenting processes to creating process maps that deliver value, are trusted, and last the course, the starting point is treating them as more than just process maps. However, a robust process library requires the right “inputs” before it can drive the right “outputs.” All is explained here.

IBM Licensing Audit Guide

IBM Licensing Audit Guide – What ITSM Pros Need to Know

Piaras MacDonnell January 28, 2026

This brief guide explains what happens during an IBM license audit, why they occur, how to prepare, and what outcomes you can expect. So you or other ITSM or ITAM professionals can approach the audit process with confidence and control.