# itsm.tools

> AI-optimized mirror of itsm.tools containing 50 pages totalling 52,682 words of clean markdown content, structured data, and semantic HTML. Original source: https://itsm.tools/. Last updated: 2026-06-15T00:00:23.984Z.

Each page is available as HTML (with JSON-LD structured data) and Markdown (text-only, ideal for LLMs and RAG).

## Homepage

- [Welcome to ITSM.tools](/content/site-root.html): Not just ITSM tools - ITSM.tools is an independent ITSM website – home of best practice, high-quality, and freely-available ITSM content. (686 words)

## Articles & Blog Posts

- [solution-snapshot-alemba-vfire-9-7/index.html](/content/solution-snapshot-alemba-vfire-9-7/index.html) (1 words)
- [solution-snapshot-dex-solutions-in-the-servicenow-partner-ecosystem.html](/content/solution-snapshot-dex-solutions-in-the-servicenow-partner-ecosystem.html) (1 words)
- [provance-it-service-management-v-1903/index.html](/content/provance-it-service-management-v-1903/index.html) (1 words)
- [the-state-of-well-being-in-itsm-its-not-great/index.html](/content/the-state-of-well-being-in-itsm-its-not-great/index.html) (1 words)
- [8 Tips for Getting Started with DevOps](/content/8-tips-for-getting-started-with-devops/index.html): This article offers up eight tips to help your organization to ensure that it’s focused on the right things for achieving DevOps success., Where should your organization start with DevOps? Or, alternatively, if your organization has already started its DevOps journey, what else should it be doing to increase the probability of its efforts realizing the expected benefits of introducing the new ways of working? This article explores. (908 words)
- [abc-of-ict-digital-transformation/index.html](/content/abc-of-ict-digital-transformation/index.html) (1 words)
- [category/service-desk/index.html](/content/category/service-desk/index.html) (1 words)
- [ITSM Articles](/content/itsm/index.html): Here you'll find a variety of ITSM articles, from tips and tricks to where the industry is heading and how you can prepare. (1,105 words)
- [ITSM Articles](/content/category/itsm/index.html): Here is the ITSM.tools category for everything related to ITSM. You will find blogs and best practice here. (1,105 words)
- [Service Desk Articles](/content/service-desk-articles/index.html): Here you'll find a variety of articles related to the service desk. From tips and advice, to best practice, case studies, and how-to guides. (1,140 words)
- [Enterprise Service Management Articles](/content/category/enterprise-service-management/index.html): Here is the ITSM.tools category for everything related to Enterprise Service Management. You will find blogs and best practice here. (894 words)
- [Here are our Editorial Guidelines](/content/editorial-guidelines/index.html): Interested in contributing best practice ITSM content to our website? Here's our editorial guidelines and how to make your submission. (778 words)
- [Automation & AI Articles](/content/automation-and-ai/index.html): Here you will find a variety of best practice articles related to automation & AI, covering benefits, opportunities, and tips for success. (1,217 words)
- [Five Things to Expect of ITSM in the New Normal](/content/five-things-to-expect-of-itsm-in-the-new-normal/index.html): What will the "new normal" look like for ITSM post COVID-19 pandemic? Here John Custy explores 5 key changes he expects within the industry., What will the "new normal" mean for ITSM? Will it be more or less relevant? Can the ITSM frameworks and methodologies help us adjust, or will it hinder us from achieving credibility with our customers? How will working remotely affect our relationships with our suppliers, customers, and other stakeholders? Here, John Custy explores. (1,662 words)
- [Automation & AI Articles](/content/category/automation-and-ai/index.html): Here is the ITSM.tools category for everything related to Automation and AI. You will find blogs and best practice here. (1,217 words)
- [Employee Experience Articles](/content/category/employee-experience/index.html): Here is the ITSM.tools category for everything related to Employee Experience. You will find blogs and best practice here. (895 words)
- [ITIL Articles](/content/itil/index.html): Here you'll find all of our ITIL articles, related to any and all aspects of ITIL, from incident management to continual improvement. (1,068 words)
- [The 5 Hottest ITSM Trends and Topics for 2018](/content/the-5-hottest-itsm-trends-and-topics-for-2018/index.html): From Automation to Digital Transformation, DevOps to ITIL, will these top 5 ITSM trends and topics for 2018 surprise you?, From Automation to Digital Transformation, DevOps to ITIL, will these top 5 ITSM trends and topics for 2018 as voted for by our readers surprise you? (1,941 words)
- [ITSM in 2020 – It’s Time to Get Focused on the Right Things](/content/itsm-in-2020-its-time-to-get-focused-on-the-right-things.html): ITSM in 2020 - what should you be focusing on? How do you decide what is needed for a successful year? This article aims to help you decide., This isn't yet another article listing out five or more things that ITSM pros should be focused on in 2020; instead it looks at helping you identify three things that you need to concentrate your efforts on in 2020 for it to be considered a successful year. (1,257 words)
- [Digital Transformation: A Look at The Future, Examining the Past](/content/digital-transformation-a-look-at-the-future-examining-the-past.html): The global pandemic accelerated digital transformation for many organizations. But where do they go next? Here are Ruben Franzen's thoughts., The global pandemic accelerated digital transformation strategies for many organizations. But where do they go next? To help, this article looks at the future of digitally-enabled organizations by examining the past. (1,377 words)
- [People Articles](/content/category/people/index.html): Here is the ITSM.tools category for everything related to People. You will find blogs and best practice here. (938 words)
- [Agile IT Budgeting – Iteratively Creating Customer Value](/content/agile-it-budgeting-iteratively-creating-customer-value.html): Is your current financial budgeting and funding model broken? Learn more about Agile IT budgeting and how it helps here., Is your current budgeting and funding model not meeting your organization needs? Why continue with a broken model? Learn about Agile IT budgeting here. (1,176 words)
- [Digital Minimalism: The Path to Sustainable IT Service Operations](/content/digital-minimalism/index.html): Digital minimalism isn't just a trend, it can streamline operations, enhance efficiency and contribute to sustainability. Read more here., Digital minimalism isn't just a trend, it's a practice that can significantly streamline operations, enhance efficiency, and, importantly, contribute to sustainability. This article explains. (1,405 words)
- [Avoid the Challenges in Bringing True Change to Your IT Operating Model](/content/avoid-the-challenges-in-bringing-true-change-to-your-it-operating-model.html): Are you experiencing a cycle of disappointment and failure in trying to bring about real change to your IT operating model? Read this., Are you experiencing a cycle of disappointment and failure in trying to bring about real change in your organization? Here Steve Morgan discusses how a recent trip to the fairground reminded him of the many of the emotions businesses go through during their change programs, and ways to avoid them. (1,339 words)
- [Still Arguing Over Incidents and Problems? Really?](/content/still-arguing-incidents-problems-really/index.html): A “problem,” a “problem ticket,” an “incident?” Here we clear up the confusion between incidents and problems once and for all., A “problem,” a “problem ticket,” a “problem management process,” an “incident?” Here Matthew Burrows attempts to clear up the confusion between incidents and problems once and for all. (1,201 words)
- [How Intelligent Chatbots Enable Better Enterprise Service Experiences](/content/how-intelligent-chatbots-enable-better-enterprise-service-experiences.html): This article explains how intelligent chatbots can make an even greater difference to employee productivity and business outcomes., This article explains what Enterprise Service Management is and how it helps before talking to how new artificial intelligence (AI)-based capabilities – such as intelligent and connected chatbots – make an even greater difference to employee productivity and business outcomes. (1,316 words)
- [8 Tips for Putting Your ITIL Qualification into Practice](/content/8-tips-for-putting-your-itil-qualification-into-practice.html): Don't let your new ITIL Qualification go to waste. This blog shares eight tips for putting your ITIL learning into practice in the workplace., If you’ve just taken your ITIL Foundation Certification exam or if you’ve still to take it and are thinking about how best to use your learning in the workplace, then this article is for you. Take a read of these eight tips for putting your new ITIL learning into practice. (1,080 words)
- [How to Differentiate Between AI, Machine Learning, and Deep Learning](/content/how-to-differentiate-ai-machine-learning-and-deep-learning.html): This article provides some background as to what AI, machine learning, and deep learning are, and then explains the differences., People often tend to misunderstand the many terms used with artificial intelligence (AI), such as AI itself, machine learning, deep learning, and others. As such, this article aims to help you differentiate and understand the various roles these capabilities can play in IT service management. (1,155 words)
- [About Us Who we are & what we do?](/content/about-us/index.html): Here you will find an overview of ITSM.tools – who we are and our business model, as well as details on our transparency statement. (618 words)
- [Why Only Outsource Things That Are Working Well?](/content/outsource-things-working-well/index.html): Why should we only outsource things that are stable and working well? What about the stuff that we do badly?  Shouldn't we consider that too?, Why should we only outsource things that are stable and working well? What about the stuff that we’re doing badly?  Shouldn't we consider outsourcing that too? (1,167 words)
- [Got some itsm goodness to share? Get Involved](/content/get-involved/index.html): Find out here how to get involved with ITSM.tools at no charge, contributing best practice, advice, and case studies. (591 words)
- [These are our Services](/content/services/index.html): Here you'll find an overview of all the marketing services provided by us here at ITSM.tools, along with how to get in touch (246 words)
- [Category: Tool Reviews](/content/category/tool-reviews/index.html): Here is the ITSM.tools category for everything related to Tool Reviews. You will find blogs and best practice here. (208 words)
- [34-itil-4-management-practices/index.html](/content/34-itil-4-management-practices/index.html) (1 words)
- [itil-best-practices/index.html](/content/itil-best-practices/index.html) (1 words)
- [agentic-ai-itsm-human-judgment-risk/index.html](/content/agentic-ai-itsm-human-judgment-risk/index.html) (1 words)
- [2026 ITSM Trends: What the Community Actually Wants Help With](/content/2026-itsm-trends-poll-results/index.html): The 2026 ITSM trends poll results are in. Here’s what the ITSM community wants help with, and how priorities have shifted., 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. (1,778 words)
- [Contact Us](/content/contact-us/index.html): Want to contact ITSM.tools or any of our associates? Got a question? Something to tell us? Please get in touch. (78 words)
- [The Future of ITSM: Agentic AI and the Autonomous Service Desk](/content/agentic-ai-itsm/index.html): From reactive ticketing to autonomous resolution: discover how agentic AI is changing ITSM - the benefits, challenges, & real-world scenarios., McKinsey’s latest modeling estimates that generative and agent-driven AI could inject $2.6 trillion to $4.4 trillion of new economic value every year – roughly equivalent to the GDP of the UK. Inside ITSM, that value materializes whenever autonomous software agents absorb the drudgery once handled by Level 1 IT support staff. (3,310 words)
- [How to Best Prepare for a Software Licensing Audit](/content/software-licensing-audit/index.html): Proper preparation can significantly reduce the risks and improve the outcomes of a software licensing audit. Here's how., 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 a software licensing audit effectively. (2,374 words)
- [AI Help Desk Software: How LLMs, AI Agents & Chatbots Are Transforming IT Support](/content/ai-help-desk-llm-agents-chatbots-it-support/index.html): How AI help desk software uses LLMs, chatbots, and autonomous agents to automate IT support, reduce ticket volume, and improve experiences., In this article, learn how artificial intelligence (AI) help desks powered by LLMs and AI agents automate IT support, reduce Tier 1 tickets, cut costs, and scale IT support operations. (1,679 words)
- [Organizational Change Management in ITSM: A Complete Overview](/content/overview-of-organizational-change-management/index.html): Discover what organizational change management is in ITSM, why it matters, and practical techniques for managing the people side of change., This article provides an overview of what Organizational Change Management (OCM) is and why it’s important. Plus it offers some practical advice as to what organizational change management should involve. Read it here. (2,164 words)
- [The State of AI in ITSM (Mid-2025)](/content/state-of-ai-in-itsm/index.html): In Q2 2025, HCLSoftware and ITSM.tools ran an AI-focused survey; here are some results from the report called The State of AI in ITSM 2025., In Q2 2025, HCLSoftware and ITSM.tools ran an artificial intelligence (AI)-focused survey; this article presents some of the results from a report called The State of AI in ITSM 2025. The full report can be downloaded using the links in the article. (1,068 words)
- [ITIL 4 Continual Improvement: How to Drive Ongoing Value and Better IT Services](/content/itil-4-continual-improvement/index.html): How ITIL 4 continual improvement helps organizations align IT services with business needs, prioritize change, and deliver ongoing value., 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 ITIL 4 continual improvement practice plays a critical role. (2,295 words)
- [AI Survey 2026: The Rise of Agentic AI Adoption in ITSM](/content/ai-survey-agentic-ai-and-itsm/index.html): AI and Agentic AI adoption trends in ITSM. See key 2025 survey insights and take the 2026 AI survey to benchmark your organization., We’re running a second 2026 AI survey just four months after our previous one. It repeats a similar AI survey from early 2025. This time, however, there’s a far greater focus on where the ITSM community is with Agentic AI rather than AI per se. (1,039 words)
- [8 IT Asset Management (ITAM) Best Practices for Better Control and Cost Optimization](/content/itam-best-practices/index.html): Learn 8 ITAM best practices to improve visibility, reduce costs, ensure compliance, and manage the full IT asset lifecycle., Organizations should adopt several IT asset management (ITAM) best practices to effectively manage IT assets. These help streamline operations, maintain control over assets, and optimize costs. (2,615 words)
- [Change Enablement in ITIL 4: Definition, Practice & Best Approaches](/content/change-enablement/index.html): Learn how change enablement (in ITIL 4) transforms traditional change management: guiding principles, roles, automation, and adoption tips., Change enablement in ITIL 4 is the management practice of ensuring that changes to IT services and the IT infrastructure are implemented in a way that minimizes risk and disruption while maximizing value. This article calls out some of the key changes in the move from ITIL v3's change management to ITIL 4's change enablement. (2,276 words)
- [Which IT Support and IT Service Management Roles?](/content/which-it-support-and-itsm-roles-does-your-organization-have-and-need.html): Are you a little confused by vast array of common IT support and ITSM roles? If so, this article by Roy Atkinson is for you., Are you a little confused by vast array of common IT support and ITSM roles? If you want to better understand your support center managers to your ITSM process owners, this article by industry authority Roy Atkinson is for you. (2,189 words)
- [Sign up to our Newsletter](/content/newsletter/index.html): Here you can sign up to the ITSM.tools newsletter to receive monthly updates featuring ITSM best practice, tips, and advice directly to your inbox. (118 words)

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