With the proliferation of AI tools and their increasing ease of use, employees are leveraging AI to enhance the efficiency and effectiveness of themselves and their departments. However, the unauthorized use of AI by employees is also becoming an increasing issue for organizational security and integrity.
Want to know what happened at this year’s itSMF UK conference and what some of the key ITSM nuggets and takeaways were? This personal reflection by Sophie Danby, on the itSMF UK 2025 conference, shares the standout sessions (attended), the themes that shaped the event, and what could improved.
When ITSM and other digital leaders discuss risks entering 2026, the conversation typically revolves around outages, cyber threats, rising costs, tooling, or vendor lock-in. These are all important risks. But they’re also predictable. David Barrow believes the ITSM risk we’re most underestimating is exclusion.
Are you thinking about AI in IT in 2026? We’re rerunning our AI in IT survey with Atomicwork, collecting responses now to publish a fresh 2026 AI in IT report in time for the start of 2026. Please help everyone by adding your experiences and opinions.
Discover how AI Agents are transforming IT service management (ITSM) by automating Level 1 (L1) support, resolving issues before tickets arise, and enabling self-healing service desks that free technicians to focus on strategic work.
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.
When Ian Aitchison was asked about the primary risk he thinks ITSM leaders should be focused on for 2026, he stated that he saw not one, but two key ITSM risks that are directly related. Avoiding them both requires “getting out of the frying pan, while avoiding the fire.”
In Q3 2025, PeopleCert collaborated with Accredited Tool Vendors (ATVs) and ITSM.tools on research to better understand where AI capabilities have been added to ITSM tools and what the future of AI in ITSM tools holds.
This article presents some key findings from the SolarWinds 2025 State of ITSM Report. With data from more than 2,000 ITSM systems and over 60,000 anonymized incident records, this year’s report takes a close look at how service teams are adapting to new tools, especially generative AI (GenAI), and what measurable results they’re seeing.
IBM licensing audits are among the most meticulous in the IT industry. However, with sound preparation, cross-functional collaboration, and a proactive mindset, you can navigate the IBM licensing audit process effectively to protect your organization’s compliance posture and budget.
Discover how Unified Endpoint Management and Security (UEMS) solutions reduce IT help desk tickets, improve employee experience, and cut operational costs.
When your ITSM tool reaches EOL, your organization is faced with both a challenge and an opportunity. The challenge lies in ensuring continuity of IT services, processes, and knowledge without disruption. The opportunity arises from rethinking ITSM to better align with modern business needs, AI, and experience management.
The last AI in ITSM survey we ran with HCLSoftware was designed for publication with limited space for the correlations we discovered. Not including all the correlations in the report means that they can instead be shared in this article.
Given the complexity of today’s corporate IT infrastructures, your IT staff may face challenges in managing both system and network performance while ensuring the delivered end-user experience meets the agreed-upon standard and services are maintained without disruption. ITOM and ITSM integration will help.
For ITAM and ITSM leaders, the key to navigating an IBM license audit isn’t just technical accuracy. Instead, it’s the effectiveness of process control, risk management, and strategic communication capabilities.