Articles tagged with IT Service Management

Are You Delivering Value?

Are You Doing Service Management, or Delivering Value?

Sophie Danby May 6, 2026

Stuart Rance has been in service management for more than thirty years, and he’s figured out the only question worth asking of any piece of the work. It’s not about tools, it’s not about process, and it’s not about AI. It’s about whether anyone on the receiving end of your work would say you created any value for them. In episode three of Conversations with Giants, Roman Zhuravlev sits down with Stuart to walk through why he hates tool replacement projects, why the guiding principles were the most important thing ITIL Practitioner gave the industry, and why the rush to cut headcount with agentic AI is the wrong way to use the technology.

ITSM Operating Model Blocking AI Adoption

Your ITSM Operating Model Is Blocking AI Adoption

John Mathieu May 5, 2026

Is your ITSM operating model blocking AI adoption? There is a question most IT leaders are not asking loudly enough: if AI is the strategic priority, why are the IT teams responsible for implementing it still buried in ticket queues?

What ITSM Can Learn from Uber

When is a Service Not a Service? What ITSM Can Learn from Uber

Stephen Mann April 29, 2026

This article takes my less-than-stellar experience with Uber and considers it through an ITSM lens. Hopefully, it might also make you think about the services your IT organization offers and delivers, and how they are perceived by your end-users/customers.

When ITIL Meets Developer Culture

When ITIL Meets Developer Culture: Why ITIL Fails Without Shared Understanding

Askar Aituov April 28, 2026

When Askar joined as a Developer Experience (DevRel) consultant at one of Kazakhstan’s largest banks with 700+ engineers, he expected the usual challenges: stakeholder alignment, change resistance, legacy tooling. What he didn’t expect was to watch a mature ITIL 4 implementation quietly fail to deliver what it promised.

The ITSM Industry’s Repeating Failure Pattern

The ITSM Industry’s Repeating Failure Pattern

Sophie Danby April 21, 2026

For over 20 years, ITSM has repeated the same failures. Through ABC cards, Paul Wilkinson reveals how culture, leadership, and behavior – not tools or frameworks – consistently derail success. As AI becomes the latest “shiny new thing,” the question remains: why hasn’t the industry learned?

ITSM Tool Migration

ITSM Tool Migration: Common Mistakes Teams Make (and How to Avoid Them)

Brian Parks April 20, 2026

ITSM tool migration is inevitable. The ITSM tool landscape is constantly shifting. Products are sunsetted, licensing models change, companies merge and consolidate platforms, and organizations simply outgrow their ITSM tools. At some point, you’ll migrate ITSM tool, whether you planned to or not. This article will help you!

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.

Ending the L1 vs L2 Escalation Wars

Ending the L1 vs L2 Escalation Wars: Rethinking IT Support Tiers

Eusoph Simba April 13, 2026

Ticket escalation using IT support levels (such as Level 1 and Level 2) can be problematic. What starts as an escalation might become a ticket ping-pong problem that adversely affects the end-user. This article explores what happens and suggests a practical solution.

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.