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10 Key ITSM Principles and Best Practices
IT service management (ITSM) syncs IT with business needs. It streamlines and optimizes processes. However, as technology shifts, ITSM practices must adapt. What worked in the past may not suit 2024’s...
View ArticleNetwork Monitoring Tools for ITSM Pros: Device42, PRTG, and SolarWinds
Let’s talk about network monitoring tools. IT service management (ITSM) relies heavily on efficient network performance to deliver reliable services to end-users. Therefore, networks must be...
View ArticleIT Asset Management Challenges and How to Overcome Them
While there are many benefits from IT asset management (ITAM) adoption, perhaps as part of an IT service management capability, organizations can still face challenges in implementing and maintaining...
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ITIL Best Practices: Everything You Need To Know
As an IT professional, what’s harder: Improving the quality and efficiency of processes or aligning them with specified business goals? Let’s face it, IT can be a tangled mess of cables, servers, and...
View ArticleAI in ITSM Survey 2025 – Please Help The ITSM Industry
At the end of 2023, we ran a survey with Atomicwork to better understand how artificial intelligence (AI) is being adopted in IT service management (ITSM). The survey results were very interesting and...
View ArticleWhat Do You Need From ITSM Tool Accreditation Schemes?
The PeopleCert ITIL-Accredited Tool Vendors (ATV) Programme wants to increase the value IT service management (ITSM) tool accreditation schemes provide – to both the organizations seeking a new ITSM...
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2025’s Hot ITSM Topics
It’s that time of year again when we start to wind down for the holidays before facing the challenges of the year ahead. But what IT service management (ITSM) help will you and your organization need...
View ArticleThe State of AI in ITSM 2025
Last December, Atomicwork, PeopleCert, and ITSM.tools published a State of AI in IT 2025 report. This followed an early 2024 IT service management (ITSM)-focused report on artificial intelligence (AI)...
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CMDB vs. Asset Management – What’s the Difference?
Managing IT can overwhelm anyone, even with IT service management (ITSM) or IT service desk capabilities in place. Thankfully, capabilities like Configuration Management (with its Configuration...
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ITSM Trends for 2025
Let’s consider what the ITSM trends for 2025 could be. Each year, ITSM.tools seeks out the key IT service management (ITSM) trends for the year ahead. We did it again at the end of 2024, asking...
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30 Free IT Ticket Templates for IT Service Desks
The IT service desk needs to address IT support requests swiftly and efficiently—a task that can be tricky without the proper tools. IT service ticket templates empower your team to simplify...
View ArticleAI Transformation in ITSM Requires a Bigger Vision
Let’s consider AI transformation. For me, the artificial intelligence (AI) transformation in IT starts with a bigger vision. A vision that sees IT service management (ITSM) move from IT to...
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Which IT Service Management Tools? Here’s an ITSM Tools List
This article is a helpful ITSM tools list. Is your IT organization looking for a new IT service management (ITSM) tool or service management system? For many IT organizations, an ITSM tools list will...
View ArticleTop 10 IBM License Audit Triggers – What ITSM Pros Need to Know
IBM license audits often come as an unwelcome surprise for IT service management (ITSM) professionals like yourself. Despite maintaining a positive relationship with your IBM account manager and...
View ArticleThe State of AI in ITSM Correlations
Undoubtedly, artificial intelligence (AI) is rapidly changing IT service management (ITSM) capabilities, and hopefully for the better. An earlier ITSM.tools State of AI in ITSM 2025 article shared...
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How to Define, Measure, and Report IT Service Availability
Service availability really matters for business goals and continual or continuous improvement. When services that a customer expects to be able to access aren’t available, that customer is going to...
View ArticleWhat’s ITSM? ITIL 4 Service Management
Are you looking for an ITSM (IT service management) definition? If so, there are many available ITSM definitions available in service management books and on the internet. For instance, ITIL the...
View ArticleEnterprise Service Management – What is ESM?
Let’s talk about enterprise service management. While the concept of enterprise service management (ESM) has been around for well over a decade, the terminology isn’t always something that people are...
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ITIL – The IT Service Management Framework (ITIL v3 and ITIL 4)
Let’s talk about the ITIL 4 framework. If you feel left out because your colleagues are talking about this IT service management (ITSM) concept called ITIL or if you are considering certification. Or...
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ITIL 4 IT Service Management Practices
Do you want to read about about ITIL? Let’s get ITIL 4 explained. The Fourth Industrial Revolution has brought digital disruption and new technologies with it. One consequence is the need to adopt and...
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