Discover how AI Agents are transforming IT service management (ITSM) by automating Level 1 (L1) support, resolving issues before tickets arise, and enabling self-healing service desks that free technicians to focus on strategic work.
Beneath the polished surface of ITSM lies a subtle and dangerous risk: people may be cooperating, but not collaborating. This distinction makes all the difference between ITSM that looks efficient and ITSM that actually delivers business value. This article explains why cooperation without collaboration in ITSM is a hidden risk.
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.
IBM licensing audits are among the most meticulous in the IT industry. However, with sound preparation, cross-functional collaboration, and a proactive mindset, you can navigate the IBM licensing audit process effectively to protect your organization’s compliance posture and budget.
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.
Given the complexity of today’s corporate IT infrastructures, your IT staff may face challenges in managing both system and network performance while ensuring the delivered end-user experience meets the agreed-upon standard and services are maintained without disruption. ITOM and ITSM integration will help.
For ITAM and ITSM leaders, the key to navigating an IBM license audit isn’t just technical accuracy. Instead, it’s the effectiveness of process control, risk management, and strategic communication capabilities.
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.
We talk endlessly about processes, tools, and technology in ITSM. But here’s what we don’t talk about enough: the mental health of the people actually doing the work. The conversation is happening – there are posts about well-being, mental health awareness weeks, and workplace stress. But what about when it comes to the specific pressures of ITSM roles? Or the unique challenges teams face? This is where the conversation gets a bit thin. In this article, Sophie Danby explains what and how things need to change.
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.
Nobody’s raising a ticket five minutes before a client call. They’re pasting the VPN error into an AI tool and getting back to work. Problem solved for the user. Problem invisible to the service desk. Judin Joan Soundarya S looks at what shadow AI is doing to incident data, problem management, and the SIEM-to-ITSM chain, and how to get the visibility back without forcing people into a queue they were never going to use. to tackle it.