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.
Service integration and management (SIAM), or multisourcing service integration, is a strategy organizations utilize to coordinate numerous internal and external service providers. This article offers quick insight into what it is and how it works.
Kotter’s 8-step Model provides a comprehensive approach to change management and has been widely adopted globally. This article explains the model and how it helps with change management and enablement.
Change enablement in ITIL 4 is the management practice of ensuring that changes to IT services and the IT infrastructure are implemented in a way that minimizes risk and disruption while maximizing value. This article calls out some of the key changes in the move from ITIL v3’s change management to ITIL 4’s change enablement.
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.
Once you recognize that your IT organization has an IT hero culture, and that it’s not that great for your business, what can you do about it?
This article is about a personal customer support experience with a very successful online retailer and what IT support organizations can learn from it.
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.