This article is about a personal customer support experience with a very successful online retailer and what IT support organizations can learn from it.
An impartial (at least on the author’s part) early look at ITIL (Version 5): why it exists, what’s changed, new certification paths, AI governance, and practitioner reactions. More will follow but this is hopefully an easy-to-read snapshot.
Internal audits aren’t just about ticking compliance boxes. Instead, they’re about ensuring governance, optimizing service performance, and aligning IT with business strategy. When it comes to IBM software and services, an IBM internal audit provides your organization with critical insights into associated risks and potential cost savings.
Instead of relying solely on traditional major incident management workflows, IT teams need to diversify and modernize their approach by infusing intelligence into their incident response flows. This article explains how IT incidents and major incidents are detected, analyzed, and resolved better with AI.
What will you need help with next year? Take our quick 2026 ITSM Topics poll to help shape the articles, guides, and practical content ITSM.tools posts. This aggregated insight also gives us an indication of the hottest trends in ITSM right now.
What does the 2026 ITAM outlook include?Ian Cahall sees two major shifts taking hold: AI moves from hype to governed, targeted adoption, and multi-tool sprawl will shift to deeper execution on a primary platform.
The 2026 State of AI in IT Report shows that AI in IT adoption is accelerating for 2026. This article explores survey insights from IT professionals and end-users on AI maturity, trust, ROI, barriers, and real-world ITSM impact.
A candid, experience-based guide to ITSM implementation failures caused by power and fear. Learn how Powernoia distorts ITIL practices, metrics, and tools – and what to measure instead to preserve dignity, trust, and real service excellence.
Enterprise SaaS portfolios are often unmanaged, overlapping, and full of underutilized applications (SaaS waste), which saps funds, frustrates staff, and creates operational drag. This article explains how formal ITSM will help.
Knowledge has always been the backbone of ITSM excellence. However, even with immense effort invested in documenting, classifying, and organizing knowledge articles, most knowledge systems still fall short of meeting expectations. This article explains how AI helps.
Diving into analyst reports is an efficient way for organizations to learn what top vendors are offering, what users are experiencing, and what trends are emerging from an unbiased source. This article looks at the opportunity of analyst reports including The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025 report.
The VMDB introduces a new layer of business intelligence within service management tools, linking the technical configuration of services (managed in the CMDB) with their intended and realized value.
Technicians often hold critical privileges, including credential resets, access approvals, and configuration changes, and they frequently work under tight time constraints. While these technician roles are high-trust and high-privileged, they are often overlooked in security assessments. For attackers, compromising a technician is the best way to bypass traditional corporate security defences in a single attempt.
This article provides you with a 2025 “temperature check” of AI in ITSM based on a recorded webinar and the creation of a new survey-based AI in ITSM report. The “AI in ITSM” stats are shared in another ITSM.tools article.
IBM license audits are a test of IT governance, asset management maturity, and your organization’s ability to balance risk with operational efficiency. This article provides insight into the end-to-end IBM audit process, offers proactive steps to strengthen your organization’s IBM license governance, and explains how ITSM and ITAM professionals can turn an IBM license audit into an opportunity to reinforce their SAM and compliance practices.