In this e-guide, we shine the light on the state of IT service management (ITSM) and the framework upon which it is effectively built, the IT Infrastructure Library (ITIL). We explore how ITSM is ...

For instance, by incorporating ITSM into Agile frameworks, organisations can improve incident response and change management, enabling faster delivery of services. Similarly, the adoption of AI and ...

AI functionality is poised to be a game-changer in the ITSM world. But before exploring the possibilities for AI in ITSM, it's important to first understand what AI is - and what it is not.

Tools like chatbots and predictive analytics streamline processes, while machine learning models provide actionable insights by analysing patterns and predicting potential disruptions. ITSM’s ...

There are more than 400 IT service management tools (ITSM) products in the market, although ServiceNow, BMC and Ivanti combined for 70 percent of the global market share in 2019, according to ...