What’s Wrong with the Advice that “ITSM is a Journey, Not a Destination”?

Is ITSM a Journey and Not a Destination?

If you’ve worked in ITSM roles long enough, you’ve probably been told, “ITSM is a journey, not a destination” at some point. But a journey is a series of destinations and for long journeys these break up the route and provide a sense of direction and accomplishment as they are reached.
But what does this have to do with ITSM? This article explains.

Incident Management Tips: 20 Simple Tips for the IT Service Desk

Incident Management Tips

Most organizations do some form of incident management. They might not call it “incident management,” but regardless of what it’s called, there are many key incident management tips for IT service desks to consider. This article shares 20 of the most common incident management tips.

What ITSM Help Will You Need in 2024?

ITSM Help for 2024

Every year, ITSM.tools runs a quick, one-question poll to understand the “ITSM help” readers would like in the year ahead. Please help by taking this years poll to tell us which topics will be important to you in the year ahead.

An ITSM Guide to Kubernetes

Kubernetes

This article provides an introduction to what Kubernetes is, explains how it complements ITSM and looks at some key Kubernetes technologies before finishing with some use case examples.

The ITIL Four Dimensions of Service Management

Four Dimensions of Service Management

The Four Dimensions of Service Management were introduced in ITIL 4, with the perspectives collectively crucial to understanding service value creation for stakeholders, including customers. This article explains how.

AI in ITSM Survey Responses

AI in ITSM Survey

In the summer of 2023, ITSM.tools ran a short survey to better understand the current state of artificial intelligence (AI) adoption in IT service management (ITSM). This article presents the survey findings.

Provance ServiceTeam ITSM Enterprise 2.0

Provance ServiceTeam ITSM Enterprise 2.0

This ITSM.tools Solution Snapshot is an in-depth review of Provance ServiceTeam ITSM Enterprise 2.0. The review includes solution functionality, solution technology, pricing and implementation, go-to-market strategy, and key customers.