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We’re an independent IT service management website – home of best practice, high-quality, and freely-available ITSM content written by ITSM practitioners, ITSM consultants, ITSM trainers, ITSM tools vendors, and IT industry analysts. All were created to make your ITSM and business outcomes better. Get reading about the latest ITSM, ITIL, and ITSM tools trends!

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Agentic AI in ITSM Insights and Correlations

Discover the latest findings from the 2026 HCLSoftware-sponsored ITSM.tools survey on Agentic AI. This article explores AI adoption trends, governance priorities, regional differences, and the correlations between AI maturity, trust, business value, and organizational success, helping IT leaders better understand where Agentic AI is delivering measurable impact in ITSM.
Cartoon child dressed as a superhero standing in a server room representing ITSM heroics culture

Why ITSM Heroics Are Hurting Your Organization

From ancient myths to modern workplaces, we’ve always admired heroes – the ones who step into chaos and save the day. In ITSM, that same mindset often plays out when organizations celebrate the individual who resolves a major incident while overlooking the systemic issues that created the crisis in the first place. While ITSM heroics can demonstrate expertise, dedication, and resilience, they can also reinforce a reactive culture built on firefighting rather than prevention. This article explores why ITSM heroics persist, the hidden organizational and psychological factors behind them, and how leaders can shift recognition away from emergency responders.
Robotic hand pressing a large reset button representing the ITSM reset for AI service management

The ITSM Reset: Why AI Can’t Scale Without Strong Service Management Foundations

AI adoption in ITSM is nearly universal, but many organizations are discovering that AI can only be as effective as the processes, data, and governance supporting it. New research shows a significant gap between widespread AI implementation and the maturity of underlying ITSM practices. While AI is delivering value through automation, predictive insights, and improved user experiences, it cannot compensate for fragmented workflows, disconnected tools, or inconsistent data. As organizations pursue agentic AI and larger-scale automation, strengthening ITSM foundations (an ITSM reset) may be the most important step toward achieving sustainable AI success.
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