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ITSM.tools

ITSM.tools

Publication
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Independent service management publication (Barclay Rae and contributors) with leadership/process guidance.

Recent Posts

AI Survey 2026: The Rise of Agentic AI Adoption in ITSM
News•Feb 25, 2026

AI Survey 2026: The Rise of Agentic AI Adoption in ITSM

The 2026 AI Survey targets the rapid rise of Agentic AI within IT service management, launching just four months after the 2025 edition to capture fast‑moving adoption trends. Agentic AI is defined across low, mid, and high autonomy levels, emphasizing autonomous decision‑making beyond generative assistance. The survey highlights regional gaps, with North America far ahead of Europe in self‑healing and efficiency gains, and links higher trust to paid AI capabilities. Findings show productivity, decision‑making, and user experience as the top realized benefits.

By ITSM.tools
The MSP Agentic AI Execution Gap in Service Delivery
News•Feb 18, 2026

The MSP Agentic AI Execution Gap in Service Delivery

A recent Omdia white paper reveals that while 70% of managed service providers (MSPs) say they use agentic AI, only 10% have deployed it in core IT service desk or security functions. The majority are stuck in internal experiments, whereas...

By ITSM.tools
Sovereignty-First ITSM: How Geopolitical Risk Is Reshaping Service Management in 2026
News•Feb 17, 2026

Sovereignty-First ITSM: How Geopolitical Risk Is Reshaping Service Management in 2026

In 2026 enterprises are treating data location as a strategic risk rather than a compliance checkbox, prompting a shift toward sovereignty‑first IT service management (ITSM). Traditional cloud‑based ITSM platforms that store data in foreign jurisdictions expose organizations to sudden geopolitical...

By ITSM.tools
ITIL Version 5 Management Practices Explained: Complete List and Definitions
News•Feb 11, 2026

ITIL Version 5 Management Practices Explained: Complete List and Definitions

ITIL Version 5 was announced in January 2026, expanding the framework to 34 management practices. The new structure groups 22 practices under product and service management and 12 under general management, eliminating the former technical management category. Five practices have been re‑positioned...

By ITSM.tools