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Simplicity, Service, and the Discipline of Asking Why

Christian Nissen spent four decades in IT service management and helped shape ITIL along the way. In his Conversations with Giants episode, he makes the case that the industry keeps isolating capabilities it should be reintegrating, that it has swapped service for product, and that the skills worth learning are older and plainer than newcomers expect. Here are the ideas practitioners can use now.
Confused robot surrounded by a question mark, representing AI operating without context in IT service desks

Beyond Intelligence: Why Context Is the Missing Piece in AI-Driven IT Service Desks

AI is transforming IT service desks, but not in the way many expect. The real limitation isn’t the intelligence of AI models, it’s the lack of usable, high-quality context within most IT environments. From CMDB accuracy and knowledge articles to service catalogs and tacit expertise, AI is only as effective as the information it can access. Without strong contextual foundations, even the most advanced AI simply scales existing issues. The real opportunity lies in building richer, more reliable ITSM context so AI can deliver consistent, meaningful operational value.
Illustrated figure holding a large spreadsheet in a swirling colourful environment representing outdated ITAM spreadsheet tracking

IT Asset Management (ITAM) Is the Missing Link in Security, Compliance, and IT Budgeting

Many IT teams are juggling tight budgets, security gaps, compliance demands, and the growing pressure of AI — yet one discipline that could ease all of these challenges continues to be overlooked. IT asset management (ITAM) has been around for years, but for too many organisations it still means a spreadsheet and good intentions. This article explores why that needs to change, with real-world examples showing how a mature ITAM approach transforms everything from onboarding and budgeting to security and compliance.
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