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Person facing a calendar full of crossed-out days, illustrating technology as a blocker to getting help

Technology as a Blocker: What ITSM Can Learn from Healthcare

A UK doctor’s practice pushes patients toward an online triage system instead of the phone, and the writer spends a week getting nowhere before a five-minute conversation with a receptionist gets the job done. The parallel to IT self-service and “deflection” is hard to miss. A look at what happens when technology shifts effort onto the person asking for help, and why that isn’t self-service at all.
Illustration of an old-fashioned balance scale weighing two people, symbolizing how service management measures the value of people

Service Management Still Doesn’t Value People Enough

James Finister has spent a career in service management and now works on AI ethics, and his argument is that the industry still doesn’t value people enough. In episode 11 of Conversations with Giants, he makes the case for governing AI honestly and early, designing work around the people you have, and remembering that SIAM is about relationships and trust, not just the contract.
Illustration of an overwhelmed, cluttered office with tangled cables and scattered papers, representing legal and operations workflows before extending ITSM discipline

How to Extend ITSM Frameworks to Legal and Operations Teams: A Step-by-Step Guide

Enterprise Service Management (ESM) brings proven ITSM practices to legal and operations teams. This guide explains how to build service catalogs, create effective request workflows, set realistic SLAs, automate repetitive tasks, and improve visibility without sacrificing professional judgment.
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