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ITSM transformation team of professionals leaning over a table lit by glowing red lines while planning together

Why ITSM Transformation Fails at the People Layer

Every ITSM transformation plan gives the platform an owner, a budget, and a schedule, while adoption gets a communications plan. Gartner and Bain data suggest that gap is where most programs fall short: leaders approve the model without knowing what it will ask of them, and practitioners wait to see whether it lasts. The piece makes the case for planning the people layer as a funded workstream.
Illustrated database stack connected to medical dialysis equipment representing CMDB data filtration and accuracy

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

At 60% average data accuracy and 5 million configuration items, a Fortune 50 CMDB is carrying roughly 2 million duplicate, stale, or orphaned records. Salil Kulkarni prices what this costs: $16 million a year in licensing overrun, plus $20 million in engineer time chasing bad data, before outages or security exposure enter the count. The fix proposed is a pre-processor that filters data before it reaches the CMDB.
Illustrated robots and a human having a conversation over drinks representing conversational ITSM and AI agent collaboration

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

Many IT service desks are buried in password resets and status requests, and the usual response is a full ITSM platform migration. Aditya Santhanam argues for a cheaper route: wrap conversational AI around the ITSM tool you already run, so AI agents work inside existing records, SLAs, and rules. The article covers seven use cases, a six-step rollout, what to keep humans on, and the metrics that show it works.
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