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Your ITSM AI Agent Isn’t the Problem – Your Data Is

ITSM AI agent pilots that dazzle in the demo but stall in production are usually blamed on the AI model. The article’s author, a ten-year ServiceNow veteran, argues that the real issue is the CMDB beneath it: incomplete, duplicated, and poorly governed data that any AI agent inherits as its own weakness. Before offering four steps to close what he calls a skills gap, not a technical debt problem.
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Get the 2026 Gartner Magic Quadrant for IT Service Management Platforms for Free

The 2026 Gartner Magic Quadrant for IT Service Management Platforms is out, and with it a fresh crop of vendor-gated links to track down. Sophie Danby has rounded up every free ITSM-relevant analyst report she could find, from Gartner and Forrester to IDC, covering everything from AIOps and endpoint management to privileged access.
Illustration of a person deep in thought surrounded by abstract, colorful imagery, representing reflective experiential learning in ITSM

The Business Case for Experiential Learning in ITSM

The Uptime Institute puts the cost of a major outage above $100,000 for most organizations, and the biggest cause isn’t ignorance. It’s staff not following procedure under pressure. Training doesn’t fix that alone. This article works through where an experiential learning component belongs in the budget, what the evidence supports, where it stops, and the two objections that come up every time someone asks for the money.
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