Articles tagged with ITSM

Two grain silos on a farm, each displaying a portrait, representing silos in IT service management

Simplicity, Service, and the Discipline of Asking Why

Sophie Danby July 8, 2026

Christian Nissen spent four decades in IT service management and helped shape ITIL along the way. In his Conversations with Giants episode, he makes the case that the industry keeps isolating capabilities it should be reintegrating, that it has swapped service for product, and that the skills worth learning are older and plainer than newcomers expect. Here are the ideas practitioners can use now.

Confused robot surrounded by a question mark, representing AI operating without context in IT service desks

Beyond Intelligence: Why Context Is the Missing Piece in AI-Driven IT Service Desks

Eusoph Simba July 7, 2026

AI is transforming IT service desks, but not in the way many expect. The real limitation isn’t the intelligence of AI models, it’s the lack of usable context in most IT environments. Between CMDB accuracy, knowledge articles, service catalogs, and tacit expertise, AI is only as effective as the information it can access. Without strong context, even the most advanced AI just scales existing issues.

Illustrated figure holding a large spreadsheet in a swirling colourful environment representing outdated ITAM spreadsheet tracking

IT Asset Management (ITAM) Is the Missing Link in Security, Compliance, and IT Budgeting

Jana Mančíková July 3, 2026

IT teams are juggling tight budgets, security gaps, compliance demands, and the growing pressure of AI. One discipline that could ease all of these keeps getting overlooked. Jana Mančíková argues that IT asset management has been around for years, but for too many organizations it still means a spreadsheet and good intentions. The article explains why that has to change, with examples of what a mature ITAM function looks like.

Illustrated laptop exploding with a stopwatch representing IT asset handoff failures in ITSM onboarding

5 IT Asset Handoff Gaps That Disrupt Onboarding and Offboarding (and How ITSM Teams Can Fix Them)

Zubair Murtaza July 2, 2026

Most IT asset handoff failures aren’t technology issues, they’re workflow issues. Devices, tickets, and CMDB records exist, but unclear ownership, poor visibility, incomplete handoffs, and unmanaged exceptions create delays, security risks, and compliance gaps. Zubair Murtaza walks through five lifecycle gaps that undermine onboarding, offboarding, and device management, and the practical ways to close them.

Illustrated humans and AI robots in a meeting representing agentic AI in ITSM collaboration

Agentic AI in ITSM Insights and Correlations

Stephen Mann July 1, 2026

The 2026 HCLSoftware-sponsored ITSM.tools survey looks at how Agentic AI is being adopted across service management. This article breaks down the adoption trends, governance priorities, and regional differences the survey found, plus how AI maturity correlates with trust, business value, and organizational outcomes. It’s a snapshot of where Agentic AI is currently delivering in ITSM, and where it still isn’t.

Cartoon child dressed as a superhero standing in a server room representing ITSM heroics culture

Why ITSM Heroics Are Hurting Your Organization

Alexandros Christias June 30, 2026

From ancient myths to modern workplaces, we’ve always admired the people who step into chaos and save the day. In ITSM, that mindset plays out when organizations reward the person who resolves the crisis while ignoring the systemic issues that caused it. Alexandros Christias covers why ITSM heroics persist and how to shift recognition from firefighting to prevention.

Robotic hand pressing a large reset button representing the ITSM reset for AI service management

The ITSM Reset: Why AI Can’t Scale Without Strong Service Management Foundations

Keith Andes June 26, 2026

AI adoption in ITSM is nearly universal, but AI is only as effective as the processes, data, and governance behind it. Research shows a wide gap between AI use and the maturity of underlying ITSM practices. AI can automate and predict, but it can’t fix fragmented workflows, disconnected tools, or bad data. Strengthening ITSM foundations, an ITSM reset, may be the biggest step toward making AI work at scale.

Classical and futuristic figures illustrating the concept of AI agent governance in ITSM

Why AI Agent Governance Belongs in ITSM

Suganya Raju June 25, 2026

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.

CAB change advisory board meeting with IT professionals reviewing change requests around a table

Beyond the CAB: A Practical Approach to Modern Change Governance

Troy Kinsey June 24, 2026

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.

Two portrait photos pinned to a corkboard covered in colorful notes and papers, representing Daniel Breston and the service management story

Want to Get Service Management Right? Grab a Post-it!

Sophie Danby June 23, 2026

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.

Illustrated figures standing on pillars of varying heights, representing simulation-based learning and decision-making in ITSM training

Why Simulation-based Learning Belongs in Every ITSM Program

Henry Strouts June 18, 2026

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.

Illustrated phoenix rising in flames, representing renewal and rebirth in the ITSM tool renewal cycle

ITSM Tool Renewal Guide: 7 Questions to Ask Before Renewing or Replacing Your Platform

Manish Sharma June 17, 2026

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.

Illustrated aging robot in a business suit and sunglasses, representing operational maturity in AI-driven IT service management

Before You Automate: How Operational Maturity Determines AI Success in ITSM

Matt Beran June 16, 2026

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.

Illustrated IT support agent at a computer with headset, representing AI-driven service desk operations in a ticketless enterprise

The Ticketless Enterprise: How AI Agents Prevent Work Instead of Processing It

Shankar Gomathi June 12, 2026

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.

ServiceTeam ITSM Enterprise 3.0

Provance ServiceTeam ITSM Enterprise 3.0

Stephen Mann June 11, 2026

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.