A Service Desk Guidance A-Z List

Service Desk A-Z

This handy A to Z of service desk guidance has been created to help anyone looking to get started with a service desk improvement project. Get a sneak peak at the content here then download the full PDF (no data required).

How to Succeed with AI in Your Organization

Succeed with AI

Here Ian Aitchison offers up guidance for any organization that’s looking to successfully use AI-enabled capabilities to improve their IT service delivery and support. Including whether you should use built-in AI features, add-on AI, or DIY AI solutions.

Introducing the 2021 State of Service Management Survey

State of Service Management Survey

Can you help us to create and share much-needed industry statistics on the state of service management by answering our latest survey? The results will be helpful to many ITSM.tools readers and ITSM practitioners. Thank you.

How AI Will Impact ITSM in the Next Few Years

How Will AI Impact ITSM?

What do organizations need to be doing to ensure that they use AI to their best advantage? This article by John Custy seeks to answer this, as well as other key questions that you and your colleagues might have related to AI, machine learning, and ITSM.

Viewing AIOps Through a Business Lens

AIOps Through a Business Lens

Looking to improve how your technology-based services are designed, created, delivered, supported, and improved? One opportunity is to leverage AIOps capabilities. But how? This article explores and offers up three tips.

The Software Request Process – What Does Good Look Like?

Software Request Process

This article explores the results of an ITAM survey which asks the software licensing and IT asset management community to self-assess the quality of the software request process in their organization. The answers are pretty revealing. See the results here.

Vote on: The Current State of AI Adoption in ITSM

AI Adoption in ITSM

To help industry understanding around the adoption of AI-enabled capabilities, we’re running a quick, anonymous three-question survey that seeks to provide readers with a snapshot of where the industry is. Can you please help?