ITSM Articles

Illustrated monitoring device with dials and signal lines representing third-party risk detection and trusted runtime truth in IT operations

Agentic IT and Third-Party Risk: Why Trusted Runtime Truth Matters

Strategic roadmaps are filling up with AI agents, command towers, and intelligent automation. Yet both Agentic IT and third-party risk programs share a hidden constraint that rarely makes it into keynotes: neither can succeed without a trusted, runtime view of what exists, how it is connected, and which services it supports.
Illustrated figure measuring with a large ruler, representing flow metric measurement in IT service management rather than just SLA use

SLA Compliance is Misleading: How to Measure True IT Service Health

SLA metrics capture resolution and response times against fixed targets. They’re aggregate. They’re historical. But they tell you nothing about internal flow quality. A team might optimize for the clock. But the way they get there – escalation ping-pong, midnight heroics, workarounds instead of fixes – degrades the system underneath.
Bold pop-art illustration of three geometric figures in shutter shades, representing agentic AI concepts in ITSM

The State of Agentic AI in ITSM 2026: Adoption Trends, Benefits, and Challenges

Nearly three-quarters of organizations are already using their ITSM tools’ AI capabilities, and 94% of those able to rate the results report efficiency improvements. But agentic AI adoption is still in its early stages, with data quality, governance, and skills gaps slowing it down. This article shares six key findings from the State of Agentic AI in ITSM 2026 survey, with links to the full report and a webinar covering the results.
Illustrated header showing Lynda Cooper and Roman Zhuravlev as stylized figures seated on large colorful 3D letters representing ISO 20000

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.
AI agent deployment failure concept illustration showing a man standing beside a crashed car reading a billboard that says "It's not the car. It's the driver!" with the ITSM.tools logo

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 concept illustration showing a large AI robot working at a computer while a manager sleeps in a chair beside the desk

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.
Colorful illustration of an overloaded office team, with workers slumped at desks and others buried in tasks, depicting ERP capacity strain

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.
Illustrated woman at a desk with a laptop and stack of books, surrounded by swirling colourful shapes representing ideas and creativity

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).
Colored padlocks representing Security Stories used to design secure services in ITIL (Version 5)

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.
Unified endpoint management shifting IT operations from reactive to proactive

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 removing human judgment and increasing operational risk

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

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.
Why service management keeps outliving its ITSM is dead obituaries

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.
CTO checklist for building AI-ready IT operations in 2026

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

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.