How ISO 20000 Has Stayed Useful for Twenty Years
Lynda Cooper has edited ISO 20000 for over a decade. Her view of why the standard works is also her clearest answer to the question everyone gets wrong about it: standards tell you what to do, not how to do it. The how is what frameworks are for.
Why One in Four Enterprise AI Agent Deployments Aren’t Paying Back
A quarter of UK enterprise AI agent deployments aren’t paying back. New research from KTSL and BMC Helix shows the reasons aren’t about the technology.
Self-Healing ITSM: Are We Entering the Era of Autonomous Service Management?
A shift is beginning, including for self-healing. AI agents are increasingly automating not only operational IT service tasks but also parts of ITSM platform implementation, configuration, and ongoing maintenance. As these capabilities mature, organizations can expect lower costs, less manual intervention, and systems that increasingly manage and optimize themselves.
Why Co-Managed IT Is Replacing Staff Augmentation for ERP Support Teams
Staff augmentation has been the default answer to ERP capacity problems for decades. The problem is that it isn’t solving the actual issue. Adding bodies adds hours. It doesn’t change how work flows, who owns outcomes, or whether your internal team ever gets off the reactive treadmill. This article explains why and what to do about it.
Blogging Tips for ITSM Professionals (Plus How to Use AI Effectively)
With free AI tools now available to make writing easier (and quicker), it seems a good time to share blogging tips to help get “the people who know about ITSM” writing. Rather than relying on those who don’t (but who are happy to use the AI tools to create ITSM content anyway).
Designing Security into the Product & Service Lifecycle with Security Stories (ITIL (Version 5) & Agile)
Most teams still bolt security on at the end, then act surprised when the audit goes badly. Alex Harding makes the case for Security Stories, negative “what if” scenarios written from the attacker’s viewpoint and dropped straight into the backlog, so security gets designed in rather than retrofitted. A practical look at how the technique maps onto ITIL (Version 5) and where it earns its keep in the design stage.
From Reactive ITSM to Proactive IT Operations: The Role of Unified Endpoint Management (UEM)
More investment, more automation, more AI, and yet ticket volumes refuse to fall. Akshaya argues the reason is that none of it touches the layer where most tickets actually start: the endpoint. A look at how unified endpoint management shifts IT from cleaning up failures to preventing them, and why the organizations doing it run their service desks at a fraction of what their peers spend.
Agentic AI in ITSM: Why Removing Human Judgment Increases Risk
Mathies Wähner on why Agentic AI fails in ITSM. Drop it into an operating model that isn’t ready and it doesn’t make you smarter, just faster at being wrong, while removing the people who used to catch the mistakes. The real question isn’t how to implement it, but whether your operating model can survive it.
SITS26 Recap: Key ITSM, AI, and Service Management Insights from London
SITS26 brought together ITSM leaders, practitioners, and vendors to explore the future of AI, automation, change management, digital employee experience, and service transformation. Here are some of the biggest lessons and practical takeaways from this year’s event in London.
ITSM is Dead? Why Service Management Keeps Outliving Its Obituaries
Somebody announces the death of service management every few years, and they’ve been doing it for 35. Barclay Rae has heard every version and thinks they all miss the same thing: the job at the heart of service management is human, not technological, which is exactly why no new wave of tech has managed to kill it. If anything, AI has made the case for it stronger.
The CTO Checklist for AI-Ready IT Operations in 2026
Every new tool promises to simplify IT operations and somehow adds another layer of complexity instead. Rui Alves argues that bolting AI onto a tangle of disconnected systems just gives you automation without intelligence, and that the CTOs getting real value in 2026 are doing the unglamorous work first: connecting service management, monitoring, assets, FinOps, and governance into a single operational layer. A practical checklist for what AI-ready operations actually require.
How ITSM Supports Compliance Management and Audit Readiness
Compliance evidence is usually assembled from scattered systems, but one source often hides in plain sight: your ITSM platform. Mahati Dwibhashi of ManageEngine shows how change records, access approvals, incident logs, and asset data, captured as a byproduct of daily operations, double as audit evidence for frameworks like SOC 2 and ISO 27001. She covers where ITSM stops and security tools take over, and the small workflow tweaks that make the data audit-ready.
From VIPs to VIRs: Rethinking IT Support Prioritization for Business Impact
Many IT service desks still operate with a “very important person” (VIP) list (after all, it’s a long-held IT support best practice). However, given the importance of technology to business operations and outcomes, the VIP list is showing its age. And more importantly, it’s likely getting in the way of something more useful to your organization. Does your IT service desk need a VIR list?
AI, Transformation, and What Comes First
Every few years, the IT industry settles on a new savior. Agile. Then DevOps. Now AI. The pattern, as Kaimar Karu sees it, is that organizations adopt each one without first knowing what they want from it, and then act surprised when the results don’t live up to the hype. In this episode of Roman Jouravlev’s Conversations with Giants series, Kaimar covers the iron curtain still sitting between ITIL and DevOps, why the ITIL guiding principles are a net rather than a recipe, why AI should never be the goal in itself, and the skills technology won’t easily replace.
From Firefighting to Prevention: How Problem Management Transforms ITSM
IT support teams often spend all their time reacting to issues – resetting passwords, restoring services, responding to issues (incidents), and managing major incidents such as outages. In this article, learn how problem management helps eliminate root causes, reduce repeat incidents, lower costs, and shift IT from firefighting to prevention.