According to the new State of SMB IT for 2026 report from EasyVista and OTRS Group, most SMBs remain stuck in the middle stages of ITSM maturity. Nearly 40% of respondents say their organizations still operate without consistent processes. Just 12% describe their ITSM approach as “mature and proactive.” Read more here.
A recent AI in ITSM survey by ManageEngine examined the progress of AI adoption among a sample of 300 IT professionals and their organizations. It extended beyond the current use of AI to include the future impact of AI agents. This article presents some of the survey findings.
A year ago, IT departments could easily dismiss GenAI tools as a “marketing experiment” because there were only a handful of AI writing tools that were gaining popularity. Today, every department is trying a new AI tool (cough, OpenAI wrapper, cough) that promises to double their productivity, increase their quality of work, and secure them a promotion. So how do we deal with this Shadow AI?
For organizations with mature ITAM and ITSM practices, proactive engagement in defining the scope of an IBM license audit can shift the balance. This article provides details on what your organization can do scopewise to help improve the results of an IBM license audit.
Some ITSM practices get widely adopted and closely managed, often using ITIL best practice. Others, like capacity and performance management, receive far less attention despite being just as essential when things go wrong. This article covers what the ITIL capacity and performance management practice does, why it deserves more airtime, and how ITSM teams can put it to work.
The ability to extend the use of the corporate ITSM tool to other business functions to improve business-function workflows, service delivery and support capabilities, and employee experiences is highly beneficial in terms of better consistency, people efficiency, and digital transformation across the business functions. But is your corporate ITSM tool really equipped to support ESM? Is it an ESM-ready ITSM tool?
Navigating IBM’s licensing models, contractual obligations, and product lifecycle changes can be time-consuming and risky without access to the right information. To help, here’s a curated list of IBM licensing resources to help your organization manage its IBM licensing risk and reduce unnecessary costs.
McKinsey’s latest modeling estimates that generative and agent-driven AI could inject $2.6 trillion to $4.4 trillion of new economic value every year – roughly equivalent to the GDP of the UK. Inside ITSM, that value materializes whenever autonomous software agents absorb the drudgery once handled by Level 1 IT support staff.
ITSM.tools takes a snapshot of the ITSM tool market every couple of years. It’s a short poll about whether ITSM tool change or churn is still happening and what the primary drivers for the ITSM tool replacements are (or were). The 2025 poll is here and we would appreciate you taking one minute or less to complete it.
AI-driven knowledge management can help make your ITSM knowledge more accessible, accurate, and actionable. This article explains how AI-powered solutions revolutionize ITSM knowledge management, starting with the limitations of traditional knowledge management before covering how specific AI-enabled capabilities can help.
ITSM isn’t just about keeping the lights on. It’s also about delivering better services, better experiences, and better business outcomes over time. The ITIL 4 continual improvement practice is what makes that possible, and this article walks through how it works, what it covers, and how ITSM teams can put it to use without turning it into a paper exercise.
This article offers ten actionable tips to help ITAM and ITSM professionals better manage their organization’s IBM license costs. Because maximizing its ROI while avoiding unplanned and unbudgeted expenses requires strategic license management.
The ITIL 4 Project Management Practice Guide reflects the guidance of PRINCE2, the internationally recognized project management framework and another PeopleCert-owned property. This article walks through what the ITIL 4 practice covers, how it aligns to PRINCE2, and how ITSM teams already running the framework can integrate it into service delivery without duplicating effort.
ITIL 4’s Service Design management practice covers how services are shaped before they hit production. This article walks through what the practice is, its role in ITSM, its key elements, its dependencies on other ITIL 4 practices, and the Service Design processes an organization can use to improve IT service delivery.
Imagine that your organization has been notified of an IBM license audit but needs more preparation time. Being unprepared is not a legitimate reason for delaying the audit. However, all is not lost if any of the ten commonly accepted reasons for delaying an IBM license audit can be demonstrated.