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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.
Illustrated young professional with glasses interacting with a digital interface representing hiring for potential over experience

Hiring for Potential: Why I Gave a Senior Engineering Role to an Intern Instead

Hiring for potential rather than tenure led Michael Privat to offer a senior engineering role to an intern rather than a more experienced candidate. He argues that years of experience became a reliable hiring signal only because access to knowledge was once scarce and slow to build, a condition AI has now largely erased. What predicts performance today, he says, is adaptability, curiosity, and a willingness to take ownership of a problem without a playbook, qualities a résumé’s years-of-experience line doesn’t capture. His case is that hiring processes still screen candidates out on tenure before any of that gets a chance to show.
Illustrated warehouse piled with laptops and boxes representing untracked shared device handoffs in ITSM

Bridging the Gap Between ITSM Records and Physical Device Handoffs

Shared devices don’t always track their handoffs the way ITSM tickets suggest. A device marked “resolved” can still be sitting uncharged in the wrong place, with no record of who took it or when. This article looks at why that gap exists, what a connected smart locker workflow can look like, and how to pilot the fix before scaling it across locations.
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