Enterprise Service Management Articles

SITS26 Recap: Key ITSM, AI, and Service Management Insights from London

  • Posted by Vawns Murphy on May 22, 2026

SITS26 brought together ITSM leaders, practitioners, and vendors to explore the future of AI, automation, change management, digital employee experience, and service transformation. Here are some of the biggest lessons and practical takeaways from this year’s event in London.

2026 ITSM Trends: What the Community Actually Wants Help With

  • Posted by Sophie Danby on February 24, 2026

Each year we ask the ITSM community what topics they want help with. Here are the 2026 results, how priorities have changed over six years, and what it all means. Spoiler: GenAI has fallen off a cliff and nobody wants to talk about people anymore.

AI-Assisted Service Desks

  • Posted by Stephen Mann on January 8, 2026

If you’re wondering about AI-assisted service desks, this article and the videos it links to are for you. Discover how AI-assisted service desks transform ITSM, especially for lean teams – improving speed, experience, and scalability across the business.

What is Enterprise Service Management? A Complete Guide to ESM

  • Posted by Sophie Danby on January 4, 2026

While the concept of enterprise service management (ESM) has been around for well over a decade, the terminology isn’t necessarily something that people are aware of. So, in this article, Sophie Danby attempts to explain everything you need to know about it.

2026 ITSM Content: What IT Service Management Topics Do You Need Most?

  • Posted by Sophie Danby on December 24, 2025

What will you need help with next year? Take our quick 2026 ITSM Topics poll to help shape the articles, guides, and practical content ITSM.tools posts. This aggregated insight also gives us an indication of the hottest trends in ITSM right now.

Setting the Standard: How Analyst Reports Guide Service Management Progress

  • Posted by Lauren Okruch on December 5, 2025

Diving into analyst reports is an efficient way for organizations to learn what top vendors are offering, what users are experiencing, and what trends are emerging from an unbiased source. This article looks at the opportunity of analyst reports including The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025 report.

ITSM Tool EOL: What to Do

  • Posted by Sophie Danby on October 22, 2025

When your ITSM tool reaches EOL, your organization is faced with both a challenge and an opportunity. The challenge lies in ensuring continuity of IT services, processes, and knowledge without disruption. The opportunity arises from rethinking ITSM to better align with modern business needs, AI, and experience management.

ITSM Tool Churn in 2025 – It’s Better News

  • Posted by Sophie Danby on August 26, 2025

Every couple of years, ITSM.tools runs a short poll to understand whether organizations are changing their ITSM tools and – importantly – why. This article shares the results of our 2025 ITSM tool churn poll.

ESM-Ready ITSM Tools – What You Need in an ITSM Tool

  • Posted by Stephen Mann on July 15, 2025

The ability to extend the use of the corporate ITSM tool to other business functions to improve business-function workflows, service delivery and support capabilities, and employee experiences is highly beneficial in terms of better consistency, people efficiency, and digital transformation across the business functions. But is your corporate ITSM tool really equipped to support ESM? Is it an ESM-ready ITSM tool?

Agentic AI’s Role in Enterprise and IT Service Management

  • Posted by Alexandria Nisha on April 10, 2025

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 Agentic AI agents drive an autonomous approach to IT support and service delivery?

AI Transformation in ITSM – A Strategic Shift for the Enterprise

  • Posted by David Barrow on January 22, 2025

AI transformation in IT starts with a bigger vision. A vision that sees ITSM move from IT to “enterprise” as ESM. IT and AI are at the forefront of a digital revolution. Let’s aim for this larger view, enabled by everything we’ve learned and continue to learn as service management professionals.

Top ITSM Trends to Watch in 2025

  • Posted by Sophie Danby on January 15, 2025

This article shares the results of ITSM.tools ITSM Trends for 2025 content poll based on 176 responses. There are also insights into how ITSM trends have changed over time, some trend-related opinions, and links to existing trend-related ITSM.tools content that might still help.

GenAI IT Service Management Use Case Examples

  • Posted by Patti Blackstaffe on November 6, 2024

GenAI is the latest ITSM and ESM trend to drive changes in service management. This article offers GenAI ITSM examples to get you thinking.

The Biggest Challenges to Generative AI Adoption Success

  • Posted by Patti Blackstaffe on October 8, 2024

There’s a long list of challenges when using generative AI. However, that list can be summed up in five words, “Get your house in order!” This article lists the top five ways you can achieve this.

AI Adoption in ESM – Some Key Points

  • Posted by Stephen Mann on July 25, 2024

In a recent webinar with SymphonyAI, I discussed artificial intelligence (AI) adoption in enterprise service management (ESM) scenarios. This article shares some of the points we discussed on AI adoption in ESM, starting with how ESM has evolved in recent years.