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Illustrated database stack connected to medical dialysis equipment representing CMDB data filtration and accuracy

When Your CMDB Needs Dialysis: Filtering the Toxins Before They Spread

At 60% average data accuracy and 5 million configuration items, a Fortune 50 CMDB is carrying roughly 2 million duplicate, stale, or orphaned records. Salil Kulkarni prices what this costs: $16 million a year in licensing overrun, plus $20 million in engineer time chasing bad data, before outages or security exposure enter the count. The fix proposed is a pre-processor that filters data before it reaches the CMDB.
Illustrated robots and a human having a conversation over drinks representing conversational ITSM and AI agent collaboration

AI Agents: How to Add Conversational AI Without Replacing Your ITSM Platform

Many IT service desks are buried in password resets and status requests, and the usual response is a full ITSM platform migration. Aditya Santhanam argues for a cheaper route: wrap conversational AI around the ITSM tool you already run, so AI agents work inside existing records, SLAs, and rules. The article covers seven use cases, a six-step rollout, what to keep humans on, and the metrics that show it works.
Illustrated overflowing trash can filled with service tickets representing unresolved closure waste at the IT service desk

Fine-tuning Service Management Boards: How to Find the Waste Hiding Between “Resolved” and “Closed”

Most IT service desks can say exactly how long resolution took last month. Ask how long closure took, and the room goes quiet, because the SLA clock had already stopped by then. This article sets out six closure-stage patterns worth tracking, from zombie backlogs to calendar-driven closing, and how to redesign a Kanban board around aging and closure lag rather than the metrics resolution reports already cover.
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