This article shares all 34 of the ITIL Version 5 management practices and their ITIL glossary definitions. Five management practices have also changed their “location” between ITIL 4 and ITIL (Version 5) to now sit in the product and service management practices grouping.
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.
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.
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.
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.
The concept of ticketing systems might be alien to a new starter in IT support. This article explains how IT ticketing systems work, from ticket creation to resolution. A beginner’s guide to IT tickets, workflows, and best practices.
This article shares the 10 most common IT help desk issues, why they keep happening, and how IT support teams can efficiently fix them.
Where can you go to find a formal ITSM definition? And by formal, I mean one that you can quote without people taking issue with it, thanks to the nature of its source. This article looks at what’s available in 2026.
If you’re wondering about AI-assisted service desks, this article and the videos it links to are for you. Discover how AI-assisted service desks transform ITSM, especially for lean teams – improving speed, experience, and scalability across the business.
Here Akshay Anand – Lead Architect for the ITIL update – gives the lowdown on the new ITIL 4, including the new service value system, the ‘four dimensions’, the updated guiding principles (originally found in ITIL Practitioner), and the change of processes to practices. ITSM changed with ITIL 4 and will conntinue to change.
No matter where an employee is, they expect consumer-grade speed and simplicity. However, their issues are increasingly intertwined with complex networks of devices, SaaS applications, VPNs, and networks that you may not fully control. In this article, discover how context-aware remote support closes the IT resolution gap, reduces MTTR, improves security, and transforms ITSM for hybrid work.
Are you looking for a new IT service management (ITSM) tool? If so, do you know what your options are? Here we provide an overview of 42 ITSM tools to suit organizations of all different sizes and ITSM maturity.
What is ITSM? Why is ITSM important? What are ITSM’s benefits? And what are ITSM’s “quick wins”? Find out more with our comprehensive overview.
To measure, document, and report IT service availability in ways that will be helpful to your organization and your customers you need to do two things…
Here Daniel Breston takes a closer look at the ITIL 4 Service Value Chain and asks you to observe and consider the impact of what it depicts against the way you deliver value with technology-based solutions at your organization today.