ITSM.tools
@itsm_tools
Helping the #ITSM community, we're an independent, #ITSM-focused analyst firm bringing you useful ITSM articles, reviews, best practice, and Oxford commas.
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Please help us to help you. Our latest survey is on the adoption of #AI in #ITSM, if you can spend 3-5 minutes completing the survey it will help us to build a better picture of where the industry is with what is assumed to be a fast moving area. Thanks :) docs.google.com/forms/d/e/1FAI…
The #ITIL 4 Project Management Practice Guide is packed with practical, proven guidance that reflects the guidance of another globally adopted PeopleCert “property” – PRINCE2, the internationally respected project management framework. #ITSM itsm.tools/itil4-project-…
This article shares what #ITIL 4’s Service Design management practice is, its importance to #ITSM, its key elements, its dependencies, and the Service Design processes your organization can use to improve its IT service delivery. itsm.tools/service-design/
Your org. has been notified of an #IBM license audit but needs more preparation time. Being unprepared is not a legitimate reason for delay. However, all is not lost if any of the ten commonly accepted reasons for delay can be demonstrated. #ITAM #ITSM itsm.tools/10-legitimate-…
The rapid evolution of #AI capabilities and increasing end-user expectations mean your corporate #ITsupport and wider #ITSM capabilities must transform. Not only is more possible with AI, but your end-users now expect more from their IT services, too. itsm.tools/ai-it-support/
Final call for people to kindly help us and the #ITSM community by sharing their experiences on the current state of #AI use in ITSM. We still need responses, please. It should only take 3+ minutes. Thanks :) docs.google.com/forms/d/e/1FAI…
Are you using #AI for IT Service Management? @itsm_tools is looking for your input. #ITSM
I'm sorry to be a pain, but we're still looking for real-world insights on #AI in #ITSM adoption. This survey takes 3-5 minutes and will provide the most up-to-date insights into what's being done where. Please help, including by RTing this. Thanks :) docs.google.com/forms/d/e/1FAI…
This article shares Workforce and Talent Management practice content areas, highlighting common IT industry challenges and how your IT organization can leverage this guidance to improve team performance, retention, and leadership effectiveness #ITSM #ITIL itsm.tools/workforce-and-…
I'm sorry to be a pain, but we're still looking for real-world insights on #AI in #ITSM adoption. This survey takes 3-5 minutes and will provide the most up-to-date insights into what's being done where. Please help, including by RTing this. Thanks :) docs.google.com/forms/d/e/1FAI…
This article explores #RelationshipManagement’s role in #ITIL4, how it differs from previous #ITIL iterations, its key principles, and best practices for successful adoption in IT service management (#ITSM) environments. itsm.tools/relationship-m…
Proper preparation by your organization can significantly reduce the risks and improve the outcomes of software licensing audits. To help, this article provides strategic steps to help your organization prepare for an audit effectively. #ITAM #ITSM itsm.tools/software-licen…
The progress we’ve seen so far in the #AI landscape has been nothing short of fascinating – especially in IT. The question for enterprises then becomes: How will #AgenticAI agents drive an autonomous approach to IT support and service delivery? #ITSM itsm.tools/agentic-ai/
SIAM #governance is a structure created to connect suppliers, optimize operations, and enable teams to achieve business objectives with flexibility and effectiveness. This article explains what's involved. #SIAM #ITSM itsm.tools/siam-governanc…
Here are the results of our #ITSM #Wellbeing in 2025 survey. It was last run in early 2024 to see how people in ITSM roles felt about work, and these results are used in this article for comparison purposes. itsm.tools/itsm-well-bein…
A #CMDB might sound like a tool for large enterprises, but here’s the great news: your small or medium-sized business (SMB) can benefit from it, too. In this article, you’ll learn how to create a CMDB that fits your business needs. #ITSM itsm.tools/cmdb-for-smbs/
Governance (including #AI governance) & #GenAI were the top 2 options in our 2025 content poll. We appreciate that people are keen to get as much insight on AI in the #ITSM space as possible. We’re therefore running a new survey. Please help us help you. docs.google.com/forms/d/e/1FAI…
Governance (including #AI governance) & #GenAI were the top 2 options in our 2025 content poll. We appreciate that people are keen to get as much insight on AI in the #ITSM space as possible. We’re therefore running a new survey. Please help us help you. itsm.tools/new-ai-in-itsm…
We've closed our 2025 #wellbeing in #ITSM survey now. The results will be posted on the ITSM.tools website in a week or so. Thanks for taking part if you did :)
We've had to add this to our content guidelines: "If you get AI to write it, don't expect us to publish it. We want expertise, not ill-informed plagiarism." Yes, ChatGPT quickly provides a blog, but it's likely error-prone and too generic in parts. #ITSM itsm.tools/get-involved/
IT can face challenges that include manual CMDB updates, reactive incident management and long resolution times, and monitoring-alert fatigue. This @manageengine article looks at these challenges (and their impact) before offering a solution. #ITSM #ITOM itsm.tools/itom-itsm-inte…
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