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ITIL 4 Continual Improvement Explained – A Quick Guide
The discipline of IT service management (ITSM) isn’t just about “keeping the lights on”; it’s also about delivering better services, experiences, and business outcomes over time. This is where the...
View ArticleHow AI Revolutionizes Your ITSM Knowledge Management
IT service desks can be overwhelmed with repetitive requests, inefficient knowledge retrieval, and outdated documentation. Thankfully, artificial intelligence (AI)-driven knowledge management can help...
View ArticleITSM Tool Change – Is Anything Different in 2025?
ITSM.tools takes a snapshot of the IT service management (ITSM) tool market every couple of years. It’s not designed to create a pie chart showing which ITSM tools have the biggest share. Instead,...
View Article6 Ways Agentic AI Is Replacing Level 1 ITSM Tasks
McKinsey’s latest modeling estimates that generative and agent-driven artificial intelligence (AI) could inject $2.6 trillion to $4.4 trillion of new economic value every year – roughly equivalent to...
View ArticleIBM Licensing Resources for ITSM Professionals
Effectively managing IBM licensing is challenging. This is especially true if you’re an IT asset management (ITAM) or IT service management (ITSM) professional tasked with maintaining IBM licensing...
View ArticleESM-Ready ITSM Tools – What You Need in an ITSM Tool
While the IT service management (ITSM) community is laser-focused on the opportunities of artificial intelligence (AI), including generative AI (GenAI) and Agentic AI, we shouldn’t forget about the...
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