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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.
Illustration of workers building a stone foundation labeled "Service Management Foundations" beneath towers reading "Scaled AI" and "Operations," representing the architecture needed for the intelligent enterprise

Service Management Architecture: The Missing Foundation for AI and the Intelligent Enterprise

AI can only be as effective as the service management environment that supports it. This article explains why service management architecture, rather than tools alone, provides the operational foundation needed for AI, Agentic AI, and intelligent enterprise transformation.
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Why Service Management Is a Human Behavior Problem

Service management frameworks describe what people should do and rarely explain why they don’t. Maarten Bordewijk has spent 30 years arguing that the problem is behavioral, not procedural. In episode 10 of Conversations with Giants, he makes the case for founding the discipline on behavioral science, explains why AI raises the value of human judgment, and gives his blunt verdict on the new ITIL.
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