Welcome to ITSM.tools

Learn about ITSM tools, read service management best practices, and get research-backed ITSM insights.

We’re an independent IT service management website – home of best practice, high-quality, and freely-available ITSM content written by ITSM practitioners, ITSM consultants, ITSM trainers, ITSM tools vendors, and IT industry analysts. All were created to make your ITSM and business outcomes better. Get reading about the latest ITSM, ITIL, and ITSM tools trends!

Get Reading
ITSM.tools Homepage
Small business technology decisions shown as a bearded man in glasses thinking, surrounded by thought bubbles labeled Identity, Vendors, Recovery, Applications, Data, AI, Cloud, Cybersecurity, and Compliance

Small Business Doesn’t Mean Small Technology Decisions

A butcher shop drowning in paper invoices taught Mark Patnaude that small businesses don’t get simpler technology problems, just less room to recover from the wrong call. He argues the fix isn’t scaled-down enterprise bureaucracy but “minimum effective discipline,” and offers a five-question test any SMB can use before making a decision it can’t afford to get wrong.
Data trapped in ITSM tools shown as an open steel trap with jagged teeth, lit in blue and pink, with the words ITSM DATA across it

AI and the Data “Trapped” in ITSM Tools

Our industry has talked about the data trapped in ITSM tools for years, but the real issue isn’t collection; it’s collecting without a purpose. This piece looks at unused and underutilized ITSM data, why CMDBs are the classic example, and how AI is finally positioned to spot what’s wasted, what’s underused, and what should be collected next.
Service financial management accountant in round blue glasses using a calculator at a desk covered in papers and books

Service Financial Management in ITIL 4: What the Practice Covers and How It Works

Every digital product carries a cost, but few organizations can say what that cost is, let alone what drives it. ITIL 4’s Service Financial Management practice turns spending on people, technology, suppliers, and process into information leaders can act on. This article looks at how the practice builds cost models, plans budgets, and why the answer differs depending on whether IT is core to the business or a supporting function.
Social Media
Facebook-f Linkedin-in
Newsletter
This form collects your information so that we can send you our monthly newsletter. Check out our privacy policy for the full story on how we protect and manage your submitted data. You can opt out at any time. If you'd also like to receive additional communications from us, please select the box below.
Explore These Topics

Want ITSM best practice and ITSM tools advice delivered directly to your inbox? Why not sign up for our ITSM and ITSM tools newsletter? This way you won't miss any of the latest ITSM tips and tricks.

Sign Up Now!
nl subscribe strip imgage

Service Desk Articles

Why ITSM Transformation Fails at the People Layer

Fine-tuning Service Management Boards: How to Find the Waste Hiding Between “Resolved” and “Closed”

AI is Helping ITSM Teams. So Why Does the Work Still Feel Heavier?

Get the 2026 Gartner Magic Quadrant for IT Service Management Platforms for Free

Technology as a Blocker: What ITSM Can Learn from Healthcare

Agentic AI in ITSM: 5 Ways Agentic AI Is Transforming the IT Service Desk

More Service Desk Articles

ITSM Articles

When Your CMDB Needs Dialysis: Filtering the Toxins Before They Spread

AI Agents: How to Add Conversational AI Without Replacing Your ITSM Platform

ITIL: Best Practice or Business Necessity? Why Service Management Prevents Technology Waste

Service Desk Automation: How to Automate Resolution, Not Just Ticket Handling

Revamping Traditional IT Budgets: The Practical Fix for Exploding AI Spending

How Hard Is It to Change Your ITSM Platform?

More ITSM Articles