Why AI Agent Governance Belongs in ITSM
As AI agents gain autonomy and become embedded in critical business processes, organizations face a growing governance challenge. Suganya Raju argues that established ITSM capabilities, including risk classification, service ownership, CMDB visibility, change management, and access governance, already provide most of the framework needed. The article covers how to extend what teams already run rather than reinventing.
Beyond the CAB: A Practical Approach to Modern Change Governance
Traditional Change Advisory Boards help organizations govern production changes, but they introduce bureaucracy, delays, and unclear accountability. Troy Kinsey lays out a modern alternative: asynchronous, responsibility-driven approvals based on defined ownership, targeted oversight, and operational readiness. The article walks through what this looks like once you’ve moved past the CAB, and what it takes to get there.
Want to Get Service Management Right? Grab a Post-it!
What is service management, really? Daniel Breston’s answer isn’t a framework, and it doesn’t need one. It’s a single question, picked up from his first CEO walking a Houston bank with a Post-it pad. This article unpacks the question, why it still works four decades later, and why frameworks keep failing to capture what it captures immediately.
Why Simulation-based Learning Belongs in Every ITSM Program
Most ITSM training programs stop at the certificate, which is fine for proving someone knows the theory. It says nothing about what they’ll do at 2 a.m. under pressure to close the ticket. Henry Strouts argues the gap between knowing a practice and applying it under pressure is where simulation-based learning belongs, not as a replacement for training but as where teaching finally gets tested.
ITSM Tool Renewal Guide: 7 Questions to Ask Before Renewing or Replacing Your Platform
Too many ITSM tool renewals get treated as procurement exercises when they should be strategic decisions. Manish Sharma lays out a 90–180 day framework for evaluating your current platform, assessing alternatives, and building stakeholder alignment before contract renewal. The guide also covers the seven questions every IT leader should answer to decide whether to renew, expand, or replace their tool.
Before You Automate: How Operational Maturity Determines AI Success in ITSM
AI doesn’t fix broken processes, it scales them. Matt Beran argues that while ITSM teams focus on automation and autonomous service desks, the real determinant of AI success is operational maturity. The article covers why knowledge quality, workflow consistency, governance, and data hygiene are the foundations of AI that keeps working after go-live rather than failing quietly, and where teams tend to underinvest first.
The Ticketless Enterprise: How AI Agents Prevent Work Instead of Processing It
The best support tickets are the ones never submitted. Shankar Gomathi argues that with AI agents in the mix, a ticketless enterprise is closer than most support teams think, letting IT operations become more effective and less expensive. The article covers what a ticketless model looks like, which categories of ticket disappear first, and what has to be true internally to reach that state.
Provance ServiceTeam ITSM Enterprise 3.0
Provance ServiceTeam ITSM Enterprise 3.0 is a Microsoft-native service management platform built on Microsoft Power Platform, combining ITIL-aligned capabilities with low-code flexibility, workflow automation, and integration across Microsoft 365, Azure, Power BI, and Power Automate. This solution snapshot covers where the platform fits, who it’s built for, and how it compares against traditional ITSM tools.
Agentic IT and Third-Party Risk: Why Trusted Runtime Truth Matters
Strategic roadmaps are filling up with AI agents, command towers, and intelligent automation. Salil Karkarni argues that 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. The article looks at why that gap keeps derailing both.
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, and they tell you nothing about internal flow quality. A team can optimize for the clock while the way they get there, through escalation ping-pong, midnight heroics, and workarounds instead of fixes, degrades the system underneath. Yuri Kudyn on what to measure instead if you care about true service health.
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. Agentic AI adoption is still early though, held back by data quality, governance, and skills gaps. This article shares six findings from the State of Agentic AI in ITSM 2026 survey, with links to the full report and webinar.
How ISO 20000 Has Stayed Useful for Twenty Years
Lynda Cooper has edited ISO 20000 for more than a decade. Her explanation for why the standard has stayed useful for twenty years is also her clearest answer to the question people keep getting wrong about it: standards tell you what to do, not how to do it. The how is what frameworks like ITIL are for, and this article walks through where each one fits.
Why One in Four Enterprise AI Agent Deployments Aren’t Paying Back
A quarter of UK enterprise AI agent deployments aren’t paying back, and new research from KTSL and BMC Helix shows the reasons have almost nothing to do with the technology. This article looks at what’s going wrong inside deployments, why model choice matters less than most vendors suggest, and what enterprises would need to change to close the return gap.
Self-Healing ITSM: Are We Entering the Era of Autonomous Service Management?
AI agents are automating not just operational IT tasks but parts of ITSM platform implementation, configuration, and maintenance. Richard Mendis argues this shift is underway, and that as it matures, organizations should expect lower costs, less manual intervention, and systems that manage themselves. A look at where self-healing ITSM is credible today, and where vendor claims still outrun reality.
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.