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
Understanding the difference between a Service Catalogue and a Request Catalogue is essential for effective ITSM. This post explores why both matter, how they differ, and when to prioritise each, cutting through the confusion with practical insights.
Why Both Service Catalogue and Request Catalogue Matter Read More »
ITSM, Service Catalog, Service Strategy & Design
What is a service in ITSM? is a surprisingly complex question. This post breaks it down without the waffle focusing on what users actually care about, outcomes
What Is a Service in ITSM? Read More »
ITSM, Service Catalog, Service Delivery & Operations
I once worked for a large enterprise that “implemented ITIL” and in my opinion got it wrong. Here’s why doing ITIL isn’t the goal, and what matters instead.
ITIL Isn’t Something You Do | A Lesson from the Inside Read More »
ITIL, ITSM, ITSM Frameworks