If you’re a large organization, or an IT service provider offering services to large enterprises, reviewing your standard service model on a regular basis is imperative to keep it aligned with your business and IT strategy. Graham Heard explains why the review is essential, and how to create a service model if you don’t already have one in place.
Daniel Breston takes a closer look at the ITIL 4 Service Value Chain and asks you to observe and consider what the framework depicts against the way you deliver value with technology-based solutions today. A practical prompt to test whether the model is describing what your organization does, or what it thinks it does.
What do you need help with next year? Take our quick 2026 ITSM Topics poll to help shape the articles, guides, and practical content ITSM.tools puts out. The aggregated results also give us an early read on the hottest trends in ITSM right now, and where the industry conversation is heading in 2026.
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.
In Q3 2025, PeopleCert collaborated with Accredited Tool Vendors (ATVs) and ITSM.tools on research into where AI capabilities have been added to ITSM tools and what the future of AI in ITSM tools holds. This article shares the findings, what’s already available, what’s still coming, and where vendor claims sit relative to reality.
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.
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.
This article shares some Workforce and Talent Management practice content areas, highlighting common IT industry challenges and how your IT organization can leverage this guidance to improve team performance, retention, and leadership effectiveness.
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.
This article shares the results of ITSM.tools ITSM Trends for 2025 content poll based on 176 responses. There are also insights into how ITSM trends have changed over time, some trend-related opinions, and links to existing trend-related ITSM.tools content that might still help.
The ITIL guiding principles were first introduced in 2016’s ITIL Practitioner guidance. ITIL 4 refined these to seven guiding principles and this article shares what they are and how they help with ITSM.
The Four Dimensions of Service Management were introduced in ITIL 4, with the perspectives collectively crucial to understanding service value creation for stakeholders, including customers. This article explains how.
What IT service management (ITSM) help will you and your organization need in 2025? This is why we run our annual ITSM Topics poll – it’s good to know where you’ll likely focus next year and where others will be focusing, too. Plus, it provides a collective shout-out for assistance in certain ITSM areas.
Adhering to ITSM principles better positions your organization for long-term success – from ITIL adoption, through Knowledge-Centere Service, to streamlining change management. This article explains more.