Articles tagged with ITSM

AI, Transformation, and What Comes First

AI, Transformation, and What Comes First

Sophie Danby May 14, 2026

Every few years, the IT industry settles on a new savior. Agile. Then DevOps. Now AI. Kaimar Karu argues organizations adopt each one without first knowing what they want from it, then act surprised when results don’t live up to the hype. In this episode of Roman Jouravlev’s Conversations with Giants series, Kaimar covers why AI should never be the goal in itself and the skills technology won’t replace.

How Problem Management Transforms ITSM

From Firefighting to Prevention: How Problem Management Transforms ITSM

Sophie Danby May 12, 2026

IT support teams often spend all their time reacting to issues – resetting passwords, restoring services, responding to issues (incidents), and managing major incidents such as outages. In this article, learn how problem management helps eliminate root causes, reduce repeat incidents, lower costs, and shift IT from firefighting to prevention.

The Compounding CMDB

The Compounding CMDB: How Executive Decisions Reduce IT Outages

Salil Kulkarni May 11, 2026

Most organizations overestimate what a single CMDB “transformation” can do and underestimate the power of a stream of small, compounding design and automation decisions. This article explains the benefits of the latter over the former.

AI Terms in ITSM

5 AI Terms Every ITSM Practitioner Should Know in 2026

Raghav S May 8, 2026

Read any ITSM platform brochure today and the same cluster of AI terms stares back: agentic AI, AI agents, RAG, AIOps, MCP. The vocabulary is moving faster than most IT teams can keep up with. Raghav S of ManageEngine explains what each one means in an ITSM context, how they differ, and how to tell which capability fits a problem you have.

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, 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 projects compete for the same people, and reactive always wins. His fix is bifurcated execution, separating the two into distinct streams with protected capacity.

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 Aituov joined as a Developer Experience consultant at one of Kazakhstan’s largest banks, with 700-plus 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 was supposed to. This article walks through what went wrong, and why.

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, she pastes the error into an AI tool and gets a fix in seconds. Problem solved, but no incident recorded. Judin Joan Soundarya S of ManageEngine looks at what shadow AI costs problem management and security operations, and how ITSM platforms can regain visibility.

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. He also gives you the questions to put to any vendor claiming agentic AI.

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 the ABC cards, Paul Wilkinson has spent decades tracing how culture, leadership, and behavior consistently derail success, not tools or frameworks. AI is now the latest shiny thing being sold to organizations that haven’t fixed the underlying pattern. This article looks at why the industry still hasn’t learned, and what it would take.

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 for decades. 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.