Stephen Mann

#AI in #ITSM seems to be moving so rapidly right now that, rightly or wrongly, we're running related surveys every 6 months rather than 2 years. Here's the latest (it repeats similar surveys in 2023 and 2024). Please take a couple of minutes to respond. docs.google.com/forms/d/e/1FAI…

There is a growing chorus complaining about “#AI slop” in #ITSM. Generic articles. Confident summaries that flatten nuance. Strategy outlines look impressive until you implement them. But before we treat this as a technological failure, we should pause. itsm.tools/ai-slop-genera…

ITIL (Version 5) Changes Explained: 20 Important Changes from ITIL 4 itsm.tools/itil-version-5… #ITSM #ITIL #ITILv5 #ITIL5

The Hidden Cost of IT “Papercuts”: Why ITSM Automation Is a Business Continuity Strategy A new article by @solarwinds itsm.tools/itsm-automatio… #ITSM #AI

AI in ITSM: How AI Is Transforming IT Service Management itsm.tools/ai-in-itsm-tra… #ITSM #AI

What the State of #FinOps 2026 Means for #ITSM itsm.tools/state-of-finop…

ITIL (Version 5) Explained: What’s New, What’s Changed, and Why It Matters itsm.tools/itil-version-5…

We try hard to provide the #ITSM community with helpful data points. #AI is revolutionising how we work in IT service delivery and support, and it's hard to keep up with the pace of change. So please help your peers by completing our latest AI survey: forms.gle/DVN3Xoj9hBBX5A…

The top 2026 #ITSM trends: itsm.tools/2026-itsm-tren…

70% of #MSPs say they’re using #agenticAI. Only 10% use it where it counts. And according to #Omdia, MSP's customers are already further ahead. This article shares details of a report that digs into the execution gap, the cost of hesitation, and more. itsm.tools/msp-agentic-ai…

Sovereignty-first #ITSM might be a new term in your service management vocabulary, but geopolitical risk is reshaping IT service management. Learn how it protects your organization's data, helps ensure resilience, and preserves ITIL alignment. itsm.tools/sovereignty-fi…

I heard someone refuse an invitation by saying “no I’m far too old and tired for all that nonsense” and that one’s definitely going on my list.

The #ITIL (Version 5) management practices? Yes, there are some changes from #ITIL4... itsm.tools/itil-version-5… #ITSM

The best #ITSM blog sites in 2026 - a harsh but honest view of what has happened with ITSM blogs since 2022 by @SophieDanby itsm.tools/best-itsm-blog…

The biggest #ITSM risks for 2026 span 4 areas: people challenges, including exclusion and talent shortages, process maturity gaps, technology risks from unauthorized #AI and poor data quality, and value delivery failures from not focusing on outcomes. itsm.tools/2026-itsm-risk…

#ITSM teams wanting to transition from documenting processes to creating process maps that deliver value, are trusted, and last the course should start by treating them as more than process maps. But, a robust process library requires the right “inputs”... itsm.tools/build-valued-p…

This brief guide explains what happens during an IBM licensing audit, why they occur, how to prepare, and what outcomes you can expect. #ITAM #ITSM itsm.tools/ibm-licensing-…

Want an introduction to IT help desk or IT service desk ticketing systems? Here you go: itsm.tools/beginners-guid…

Here is a closer look at how to handle some of the most common #IThelpdesk tickets: itsm.tools/common-it-help… #ITSM #ITsupport #ITservicedesk

Finding an #ITSM definition is not as easy as you think. Nor as it was. The move to #ESM (or simply service management) seems to have left ITSM behind in terms of definition creation. If you need one too, then hopefully this article will help. itsm.tools/itsm-definitio…

At the end of 2025, I recorded a series of educational #ITSM videos with @FreshworksInc on the opportunities presented by #AI-assisted service desks, especially for smaller IT organizations. This article shares links and some of the helpful content. itsm.tools/ai-assisted-se…