Traditional Change Advisory Boards (CABs) help organizations govern production changes, but can introduce bureaucracy, delays, and unclear accountability. A modern alternative is an asynchronous, responsibility-driven approach where approvals are based on defined ownership, targeted oversight, and operational readiness.
What is service management, really? Daniel Breston’s answer isn’t a framework. It’s a single question, picked up from his first CEO walking a Houston bank with a Post-it pad.
Most ITSM training programs stop at the certificate. That’s an issue, because certification proves someone knows the theory, but it says nothing about what they’ll do when a major incident hits at 2 a.m., and the pressure is on to close the ticket fast. The gap between knowing a practice and applying it under pressure is where simulation-based learning offers something other formats simply can’t. This article makes the case for adding it to your ITSM program – not as a replacement for training, but as the part where what’s been taught finally gets tested against real consequences.
Many ITSM tool renewals are treated as procurement exercises when they should be strategic business decisions. With AI reshaping service management, increasing pressure to reduce costs, and rapidly evolving vendor capabilities, renewing the status quo is no longer the default choice. This guide outlines a practical 90–180 day framework for evaluating your current platform, assessing alternatives, and building stakeholder alignment before contract renewal. It also covers the seven critical questions every IT leader should answer to determine whether to renew, expand, or replace their ITSM solution with confidence.
AI doesn’t fix broken processes – it scales them. While many ITSM teams focus on automation and autonomous IT service desks, the real determinant of AI success is operational maturity. Learn why knowledge quality, workflow consistency, governance, and data hygiene are the foundations of sustainable AI adoption in IT service management.
The best support tickets are the ones never submitted. And with the emergence of AI, a ticketless enterprise is becoming a reality, allowing Enterprise operations teams to become more effective and less expensive.
Provance ServiceTeam ITSM Enterprise 3.0 continues the platform’s evolution as a Microsoft-centric service management solution built natively on Microsoft Power Platform. Designed for organizations looking to maximize existing Microsoft investments, the solution combines ITIL-aligned service management capabilities with low-code flexibility, workflow automation, AI-driven innovation, and deep integration across Microsoft 365, Azure, Power BI, Power Automate, and related technologies. ServiceTeam ITSM Enterprise 3.0 offers organizations a modern alternative to traditional ITSM tools while leveraging the scalability, security, and extensibility of the Microsoft ecosystem.
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.
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.
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.
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.
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.
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.
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).
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.