The Business Case for Experiential Learning in ITSM
The Uptime Institute puts the cost of a major outage above $100,000 for most organizations, and the biggest cause isn’t ignorance. It’s staff not following procedure under pressure. Training doesn’t fix that alone. This article works through where an experiential learning component belongs in the budget, what the evidence supports, where it stops, and the two objections that come up every time someone asks for the money.
AI Is a Service Too: Why ITSM Still Matters in the Age of AI
AI may automate incidents, requests, and knowledge management, but it also becomes a service that requires governance, accountability, and human ownership. Discover why service management remains essential in an AI-driven future and why trust depends on more than intelligent technology.
The New AI Mandate for ITSM: Digital Workers Do More with Less While Improving Service
ITSM teams are being told to do more with fewer people, and the old approach, hire more people, doesn’t scale. Richard Mendis argues digital workers change that: AI built into the builder layer automates the repetitive configuration work and keeps the knowledge that usually leaves with a departing admin. This is the new mandate, not another project nobody gets to.
Technology as a Blocker: What ITSM Can Learn from Healthcare
A UK doctor’s practice pushes patients toward an online triage system instead of the phone, and the writer spends a week getting nowhere before a five-minute conversation with a receptionist gets the job done. The parallel to IT self-service and “deflection” is hard to miss. A look at what happens when technology shifts effort onto the person asking for help, and why that isn’t self-service at all.
Service Management Still Doesn’t Value People Enough
James Finister has spent a career in service management and now works on AI ethics, and his argument is that the industry still doesn’t value people enough. In episode 11 of Conversations with Giants, he makes the case for governing AI honestly and early, designing work around the people you have, and remembering that SIAM is about relationships and trust, not just the contract.
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.
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.
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.
When Three Different Vendors Each Say the Outage Isn’t Their Fault
When three vendors each report a different timeline for the same outage, none of them are necessarily wrong, and none of them add up to what happened. This article looks at why multi-vendor outages are becoming the norm as cloud infrastructure consolidates around a handful of providers, why vendor timelines rarely match, and why the only thing an organization fully controls is its own independent incident record.
Microsoft Audits Hosting Providers Every Other Year Now, and Most Have No Governance Plan
Nearly half of Microsoft hosting providers surveyed by SAMexpert were audited or verified within the past twelve months, a rate higher than researchers expected. Most run SPLA without a dedicated owner, and 47% have no audit governance plan at all. Alexander Golev and Daryl Ullman break down what separates providers who can prove their compliance position from those whose confidence has nothing behind it.
Agentic AI in ITSM: 5 Ways Agentic AI Is Transforming the IT Service Desk
For 30 years, the ticket ran the IT service desk: submit, log, triage, resolve, close. Agentic AI in ITSM is retiring that model, executing fixes across systems rather than drafting them for a human to click through. There are five places IT leaders get this transition wrong, from inflated agentic claims to the governance gap most vendor decks skip entirely, and why the ticket itself may not survive the shift.
5 Innovative ITSM Best Practices That Transform Your IT Help Desk
Most IT help desks stop at ticket resolution and leave the rest of the ITSM platform underused. Drawing on customer conversations and internal use at Desk365, this piece lays out five practical ways to push further: QR-code support requests, cross-department automations, AI-generated tickets from meeting notes, a single source of truth, and narrowly trained AI agents. Small changes, real gains in efficiency.
Most Software Buyers Misuse the Gartner Magic Quadrant
Most buying committees treat the Gartner Magic Quadrant as a product ranking, and Keith Andes, a former Gartner analyst, says that’s not what it measures. He walks through what the two axes represent, why leadership position doesn’t equal best fit, and where Gartner Critical Capabilities and the five-step BuySmart process come in once you’ve built a shortlist.
You Can’t Secure What You Can’t See: Why IT Asset Management Is the Foundation of Cybersecurity
You can’t secure what you can’t see. ITAM gives IT teams real-time visibility into who owns every device, what happens to assets during onboarding and offboarding, and how ready they truly are for an audit – closing the gaps that turn into costly incidents.
Seven Signs On-Premises ITSM is Still the Right Call for Your Organization
Cloud ITSM often makes sense, until it doesn’t. The article sets out seven concrete situations, air-gapped networks, sensitive CMDB data, data sovereignty, latency-sensitive change control, total cost of ownership, audit evidence, and vendor lock-in, where an on-premises ITSM tool deployment is the better fit. If two or three apply to your organization, it argues, cloud may not be the safer default it’s assumed to be.