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Colourful illustrated workflow diagram with connected nodes representing a custom Slack ticketing workflow

How to Build a Custom Ticketing Workflow Inside a Slack Channel

Most Slack-based support isn’t a service desk; it’s a search bar and good intentions, and every untracked request is a governance issue waiting to surface. Taylor Halliday walks through building a real ticketing workflow with two channels, Slack’s Workflow Builder, and an emoji status board, then lays out exactly which pains mean you’ve outgrown the hack and need a dedicated tool.
Abstract illustrated network of interconnected nodes overlaid on human silhouettes representing agentic AI governance and multi-agent systems

Agentic AI Governance: How Do We Govern What We Didn’t Design?

Agentic AI systems build responses nobody specified in advance, and traditional governance models weren’t built for that. Jon Stevens-Hall draws on complexity thinking, from Cynefin to LLM-as-judge testing, to ask what it takes to govern behavior that develops rather than behavior that’s designed, and why loosening control in the right places might be the only way to keep it.
Abstract illustrated stacked data layers in blue and red representing the AI agent data layer foundation for ITSM trust

Before You Trust an AI Agent, Trust Your Data Layer

Salil Kulkarni, CSIO at Virima, argues that when an AI agent gets overridden, the issue is rarely the model. It’s a data layer that’s stale, incomplete, or missing the context a human would have caught. Drawing on decades leading technology at Caesars, Las Vegas Sands, and in hospitality revenue management, he sets out four conditions a data layer must meet before an AI agent can be trusted to act.
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