ITSM eBooks and White Papers

Insight and guidance from ITSM experts

Whether you’re new to IT Service Management (ITSM) or a seasoned veteran, we have a broad collection of articles to help you gain a deeper understanding of specific challenges and solutions as well as guidance on how you can optimise your IT service delivery and support.

Each article is authored by experts in their respective fields and will help you understand and tackle some of the most pressing challenges and opportunities you’ll encounter during your day-to-day activities and your career.

Transform IT with Codeless Configuration
ITSM Codeless Technology Survival Guide

Implementing a New ITSM Tool
Free Guidance From Industry Leaders

5 Habits of Highly Effective Service Management Leaders

The ‘2020’ CIO and ITSM Paradigm
A Discussion Paper by Barclay Rae

Shining the Light on Shadow IT
An eBook by Malcolm Fry

SIAM portrait

Service Integration and Management (SIAM) Adoption

A European Research Report on (SIAM) Adoption


Shift Left with IT Service Management

What does it mean to “shift left”? What are the benefits?


Into the Future: IT Service Management 2020

What are the challenges and opportunities that will shape the IT landscape in the next 3-5 years?


A CIO’s Guide to Rethinking IT Service Management

This paper gives CIOs and other senior IT executives new approaches to IT service management that are consistent with their own business-centric mandates.


An ITSM Practitioner’s Guide to DevOps

This paper was created specifically for ITSM practitioners to bring them up to speed with DevOps, and to offer practical guidance for getting started.