Articles tagged with Artificial Intelligence

Are You Delivering Value?

Are You Doing Service Management, or Delivering Value?

Sophie Danby May 6, 2026

Value is what the customer decides it is, not what the IT department or a framework says. It’s the test Stuart Rance has applied across a thirty-year career: would anyone on the receiving end say your work created value for them? In episode three of Conversations with Giants he explains why he hates tool replacement projects, why the guiding principles were ITIL Practitioner’s most important contribution, and why using agentic AI to cut headcount is the wrong use of the technology.

ITSM Operating Model Blocking AI Adoption

Your ITSM Operating Model Is Blocking AI Adoption

John Mathieu May 5, 2026

If AI is the strategic priority, why are the teams meant to implement it still buried in ticket queues? John Mathieu of Allari argues the blocker isn’t culture, skills, or tooling, but the operating model itself: reactive work and AI project work compete for the same people, and reactive always wins. His fix is bifurcated execution, separating the two into distinct streams with protected capacity, so AI initiatives stop drifting toward urgency.

Shadow AI in IT Support

Shadow AI in IT Support: When Employees Fix Problems Outside the Service Desk

Judin Joan Soundarya S April 24, 2026

It’s 9am and a sales manager hits a VPN error before a client call. Rather than wait on a service desk ticket, they paste the error into an AI tool and get a fix in seconds. The problem is solved, but no incident was recorded. Judin Joan Soundarya S of ManageEngine looks at what shadow AI costs problem management and security operations, and the practical ways ITSM platforms can regain that visibility without slowing users down.

Agentic ITSM

Agentic ITSM: Understanding the 4 Levels of AI Maturity in IT Service Management

Manish Sharma April 22, 2026

Everyone is selling agentic AI, but the gap between the weakest and strongest versions is enormous. Manish Sharma of Rezolve.ai sets out a four-stage maturity model for AI in ITSM, from legacy retrieval through reactive assistants and process agents to true agentic systems that reason, act across connected systems, and catch problems nobody asked them to look for. He also offers the questions to put to any vendor claiming agentic AI.

Value, Silos, and Why You Need to Think Before You Build

Value, Silos, and Why You Need to Think Before You Build

Sophie Danby April 14, 2026

The mismatch between producer effort and user value is something Mark Smalley, IT Paradigmologist and author of nine books on digital and service management, has been thinking about throughout his career. In this article on the first episode of Roman Jouravlev’s Conversations with Giants series, Mark covers several ideas that have held up across four decades in ITSM.

AI Readiness: Is Your Organization Ready for AI?

AI Readiness: Is Your Organization Ready for AI? It Depends

Stephen Mann April 2, 2026

AI is already here. The level of AI inclusion in ITSM tools and platforms is quite remarkable when you look at it closely. The question isn’t whether to engage with it — it’s whether your organization has the right foundations in place to make it work. Trust, governance, and a clear reason for adopting it in the first place are what separate the organizations that get results from those that don’t.

Break the 1–3x ITSM Implementation Cost Rule

How AI Will Break the 1–3x ITSM Implementation Cost Rule

Richard Mendis March 26, 2026

The rule of thumb in ITSM has long been that implementation costs one to three times the software license. Richard Mendis of Bytemethod.ai makes the case that agentic AI finally breaks this calculation, by taking on the configuration, documentation, and maintenance work that consumes the bulk of implementation budgets.

AI in ITSM

AI in ITSM: How AI Is Transforming IT Service Management

Daniel Burley March 9, 2026

Artificial intelligence is changing IT service management for the better. In this article, discover how AI in ITSM is transforming ITSM – from automation and predictive incidents to smarter knowledge and better end-user experiences.

AI Survey 2026

AI Survey 2026: The Rise of Agentic AI Adoption in ITSM

Stephen Mann February 25, 2026

We’re running a second 2026 AI survey just four months after our previous one. It repeats a similar AI survey from early 2025. This time, however, there’s a far greater focus on where the ITSM community is with Agentic AI rather than AI per se.

2026 ITSM Trends

2026 ITSM Trends: What the Community Actually Wants Help With

Sophie Danby February 24, 2026

Each year we ask the ITSM community what topics they want help with. Here are the 2026 results, how priorities have changed over six years, and what it all means. Spoiler: GenAI has fallen off a cliff and nobody wants to talk about people anymore.

The MSP Agentic AI Execution Gap

The MSP Agentic AI Execution Gap in Service Delivery

Sophie Danby February 18, 2026

70% of MSPs say they’re using agentic AI. Only 10% are primarily using it where it counts. And according to new Omdia poll data, MSP’s customers are already further ahead. The report digs into the execution gap, the cost of hesitation, and why investors are increasingly factoring AI maturity into MSP valuations.