“AI is not a set-it-and-forget-it capability. It needs ownership, current knowledge, reliable data, and human judgment in the places where it matters most. Service desks that plan for that work are in a better position to get lasting value from AI.”
—Jasmine Park, Staff PMM, ITSM, SolarWinds
2026 State of ITSM: What 800+ IT Professionals Say About AI, Automation, and the Year Ahead
ITSM + ITOM: Why Your Service Desk and Monitoring Tools Shouldn’t Work in Silos
If your team already runs both a service desk and a monitoring stack, the problem usually isn’t a lack of visibility. It’s that the visibility you have doesn’t talk to the system that acts on it. …
A Buyer’s Guide to Selecting the Best ITSM Tool (2026 Update)
You must completely understand and apply your current and eventual needs as a business, as well as the current and anticipated needs of your customers, to ITSM tool evaluation and…