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Illustrated figure standing at a crossroads between a stormy chaotic landscape and a calm structured one representing ESM adoption choices

Want Better ESM Adoption? Stop Suggesting ESM

Matt Beran’s advice is blunt: never suggest ESM. He argues that IT teams jump straight to the framework and the acronym before another department has finished describing its actual problem, and that this is what turns a useful idea into an initiative people resist. His case is to help departments examine their own work first, let them own the solution, and let ESM show up without ever needing the name.
Illustrated four-quadrant grid with whimsical characters representing the 2026 Gartner Magic Quadrant for ITSM Platforms

The 2026 Gartner Magic Quadrant for IT Service Management Platforms: What Changed Between 2022 and 2026

Gartner brought back the Magic Quadrant for IT Service Management Platforms after retiring it in 2022, and the vendor map looks very different. Freshworks jumped from Challenger to Leader, displacing Ivanti to Niche Player, while Halo and TeamDynamix arrived as new Challengers. These magic quadrant moves say more about market momentum than product fit, and the 2026 report has plenty to offer.
Two professionals on a large screen in a vast digital archive room representing fragmented service management and the Conversations with Giants interview with David Cannon

Service Management Has Outgrown the IT Department

Service management has outgrown the IT department. Technology is now chosen and managed across the organization, often outside IT, and the specialized tools and teams around it have stopped joining up. David Cannon argues that the valuable work has shifted from running the IT service desk to orchestrating and governing the whole picture, and that cloud holds a lesson for anyone planning AI.
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