Articles tagged with Service Desk

Illustrated phoenix rising in flames, representing renewal and rebirth in the ITSM tool renewal cycle

ITSM Tool Renewal Guide: 7 Questions to Ask Before Renewing or Replacing Your Platform

Manish Sharma June 17, 2026

Many ITSM tool renewals are treated as procurement exercises when they should be strategic business decisions. With AI reshaping service management, increasing pressure to reduce costs, and rapidly evolving vendor capabilities, renewing the status quo is no longer the default choice. This guide outlines a practical 90–180 day framework for evaluating your current platform, assessing alternatives, and building stakeholder alignment before contract renewal. It also covers the seven critical questions every IT leader should answer to determine whether to renew, expand, or replace their ITSM solution with confidence.

ServiceTeam ITSM Enterprise 3.0

Provance ServiceTeam ITSM Enterprise 3.0

Stephen Mann June 11, 2026

Provance ServiceTeam ITSM Enterprise 3.0 continues the platform’s evolution as a Microsoft-centric service management solution built natively on Microsoft Power Platform. Designed for organizations looking to maximize existing Microsoft investments, the solution combines ITIL-aligned service management capabilities with low-code flexibility, workflow automation, AI-driven innovation, and deep integration across Microsoft 365, Azure, Power BI, Power Automate, and related technologies. ServiceTeam ITSM Enterprise 3.0 offers organizations a modern alternative to traditional ITSM tools while leveraging the scalability, security, and extensibility of the Microsoft ecosystem.

Unified endpoint management shifting IT operations from reactive to proactive

From Reactive ITSM to Proactive IT Operations: The Role of Unified Endpoint Management (UEM)

Akshaya May 27, 2026

More investment, more automation, more AI, and yet ticket volumes refuse to fall. Akshaya argues the reason is that none of it touches the layer where most tickets actually start: the endpoint. A look at how unified endpoint management shifts IT from cleaning up failures to preventing them, and why the organizations doing it run their service desks at a fraction of what their peers spend.

Why service management keeps outliving its ITSM is dead obituaries

ITSM is Dead? Why Service Management Keeps Outliving Its Obituaries

Sophie Danby May 21, 2026

Somebody announces the death of service management every few years, and they’ve been doing it for 35. Barclay Rae has heard every version and thinks they all miss the same thing: the job at the heart of service management is human, not technological, which is exactly why no new wave of tech has managed to kill it. If anything, AI has made the case for it stronger.

CTO checklist for building AI-ready IT operations in 2026

The CTO Checklist for AI-Ready IT Operations in 2026

Rui Alves May 20, 2026

Every new tool promises to simplify IT operations and somehow adds another layer of complexity instead. Rui Alves argues that bolting AI onto a tangle of disconnected systems just gives you automation without intelligence, and that the CTOs getting real value in 2026 are doing the unglamorous work first: connecting service management, monitoring, assets, FinOps, and governance into a single operational layer. A practical checklist for what AI-ready operations actually require.

From VIPs to VIRs

From VIPs to VIRs: Rethinking IT Support Prioritization for Business Impact

Stephen Mann May 18, 2026

Many IT service desks still operate with a “very important person” (VIP) list (after all, it’s a long-held IT support best practice). However, given the importance of technology to business operations and outcomes, the VIP list is showing its age. And more importantly, it’s likely getting in the way of something more useful to your organization. Does your IT service desk need a VIR list?

How Problem Management Transforms ITSM

From Firefighting to Prevention: How Problem Management Transforms ITSM

Sophie Danby May 12, 2026

IT support teams often spend all their time reacting to issues – resetting passwords, restoring services, responding to issues (incidents), and managing major incidents such as outages. In this article, learn how problem management helps eliminate root causes, reduce repeat incidents, lower costs, and shift IT from firefighting to prevention.

AI Terms in ITSM

5 AI Terms Every ITSM Practitioner Should Know in 2026

Raghav S May 8, 2026

Read any ITSM platform brochure today and the same cluster of AI terms stares back: agentic AI, AI agents, RAG, AIOps, MCP. The vocabulary is moving faster than most IT teams can keep up with. Raghav S of ManageEngine explains what each one means in an ITSM context, how they differ, and how to tell which capability fits a problem you have rather than treating the buzzwords as a checklist.

Agentic ITSM

Agentic ITSM: Understanding the 4 Levels of AI Maturity in IT Service Management

Manish Sharma April 22, 2026

Everyone is selling agentic AI, but the gap between the weakest and strongest versions is enormous. Manish Sharma of Rezolve.ai sets out a four-stage maturity model for AI in ITSM, from legacy retrieval through reactive assistants and process agents to true agentic systems that reason, act across connected systems, and catch problems nobody asked them to look for. He also offers the questions to put to any vendor claiming agentic AI.

ITSM Tool Migration

ITSM Tool Migration: Common Mistakes Teams Make (and How to Avoid Them)

Brian Parks April 20, 2026

ITSM tool migration is inevitable. The ITSM tool landscape is constantly shifting. Products are sunsetted, licensing models change, companies merge and consolidate platforms, and organizations simply outgrow their ITSM tools. At some point, you’ll migrate ITSM tool, whether you planned to or not. This article will help you!

Ending the L1 vs L2 Escalation Wars

Ending the L1 vs L2 Escalation Wars: Rethinking IT Support Tiers

Eusoph Simba April 13, 2026

A ticket gets escalated, comes back marked “add notes before escalation,” gets reassigned, then returns with “should have been resolved at L1.” Meanwhile the end-user is still waiting. Eusoph Simba argues the ticket ping-pong between support tiers isn’t an escalation problem but a problem with how we frame support levels. He makes the case for treating every ticket as an issue to solve, escalating on capability rather than hierarchy, and a simple standard format that breaks the loop.

AI Readiness: Is Your Organization Ready for AI?

AI Readiness: Is Your Organization Ready for AI? It Depends

Stephen Mann April 2, 2026

AI is already here. The level of AI inclusion in ITSM tools and platforms is quite remarkable when you look at it closely. The question isn’t whether to engage with it — it’s whether your organization has the right foundations in place to make it work. Trust, governance, and a clear reason for adopting it in the first place are what separate the organizations that get results from those that don’t.