Articles focused on IT Service Management principles, frameworks, and practices that improve service delivery, governance, and customer experience in modern IT environments
Agentic AI is reshaping ITSM in 2026 with deep enterprise adoption. Evidence from reports and discussions counters skepticism on AI depth in IT service management.
Agentic AI Is Reshaping ITSM. Real Evidence of the Shift in 2026 Read More »
Agentic AI, AI-powered Service Management, IT Service Management, ITSM
Agentic AI security emerges as a pressing issue for IT professionals venturing into advanced automation. These intelligent setups, self-directed and
Rolling Out Agentic AI Securely in IT Service Management Read More »
Agentic AI, AI-powered Service Management, IT Service Management, ITSM
Agentic AI in ITSM marks a pivotal shift for service desks and operations teams everywhere. This technology lets intelligent agents
Navigating the Agentic AI Wave in IT Service Management Read More »
Agentic AI, AI-powered Service Management, IT Service Management, ITIL, ITSM
Clients often ask me how as an external consultant I can get up to speed quickly on their ITSM issues,
How I Approach ITSM and TBM Projects as an Independent Consultant Read More »
Consulting Case Studies, IT Financial Management, ITIL, ITSM, ITSM Frameworks, Service Delivery & Operations, Service Strategy & Design, Technology Business Management (TBM)
Adopting the Common Service Data Model (CSDM) often feels like a big commitment, yet many teams I’ve worked with over
Why Adopting the Common Service Data Model Makes Sense for Most Teams Read More »
Business Services, IT Financial Management, IT Service Management, ITSM, Technology Business Management (TBM)
It’s easy to buy AI tools. It’s much harder to change the way Incident, Problem, and Change actually run. That’s why so many AI projects in ITSM look impressive on slides yet deliver little in practice. The missing ingredient is process alignment, not more algorithms.
Why Process Alignment Matters More Than Technology in ITSM AI Read More »
Agentic AI, AI-powered Service Management, IT Service Management, ITSM
When IT can’t explain the bill, trust breaks down fast. Here are five real-world conversations where TBM turns confusion into clarity with IT cost transparency.
The objective of service delivery in ITSM isn’t uptime alone it’s sustained value, built on supported facilities and continuous collaboration.
What’s the Real Objective of Service Delivery? Read More »
IT Service Management, ITIL, ITSM
Poor data quality and siloed systems are major blockers for AISM adoption. Only 4% of organisations have fully integrated AI into ITSM. Here’s why, and what to do about it.
Why Data Quality and Integration Block AISM Adoption Read More »
Agentic AI, AI-powered Service Management, IT Service Management, ITSM
Observability in ITSM isn’t about more data, it’s about better insight. This post breaks down how logs, metrics, and traces help you stay ahead of incidents.
Observability in ITSM | From noise to insight Read More »
DevOps, IT Service Management, ITSM, Observability