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Illustrated laptop exploding with a stopwatch representing IT asset handoff failures in ITSM onboarding

5 IT Asset Handoff Gaps That Disrupt Onboarding and Offboarding (and How ITSM Teams Can Fix Them)

Most IT asset handoff failures are not technology issues, they are workflow issues. Devices, tickets, and CMDB records may exist, but unclear ownership, poor visibility, incomplete handoffs, and unmanaged exceptions create delays, security risks, and compliance issues. This article explores five common IT asset lifecycle gaps that undermine onboarding, offboarding, and device management processes, and offers practical ways to improve accountability, readiness, and operational efficiency. Learn how readiness gates, stronger ownership models, and better workflow discipline can transform IT asset handoffs and create a solid foundation for automation and AI-driven service management.
Illustrated humans and AI robots in a meeting representing Agentic AI in ITSM collaboration

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.
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