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As AI agents gain autonomy and become embedded in critical business processes, organizations face a growing governance challenge. This article explains how established ITSM capabilities – including risk classification, service ownership, CMDB visibility, change management, incident response, and access governance – can provide a practical framework for AI agent governance. Rather than creating entirely new governance models, organizations can extend existing service management practices to ensure accountability, oversight, and operational resilience in the age of agentic AI.
Traditional Change Advisory Boards (CABs) help organizations govern production changes, but can introduce bureaucracy, delays, and unclear accountability. A modern alternative is an asynchronous, responsibility-driven approach where approvals are based on defined ownership, targeted oversight, and operational readiness.
What is service management, really? Daniel Breston’s answer isn’t a framework. It’s a single question, picked up from his first CEO walking a Houston bank with a Post-it pad.
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