ITSM Articles

Illustrated young professional with glasses interacting with a digital interface representing hiring for potential over experience

Hiring for Potential: Why I Gave a Senior Engineering Role to an Intern Instead

Hiring for potential rather than tenure led Michael Privat to offer a senior engineering role to an intern rather than a more experienced candidate. He argues that years of experience became a reliable hiring signal only because access to knowledge was once scarce and slow to build, a condition AI has now largely erased. What predicts performance today, he says, is adaptability, curiosity, and a willingness to take ownership of a problem without a playbook, qualities a résumé’s years-of-experience line doesn’t capture. His case is that hiring processes still screen candidates out on tenure before any of that gets a chance to show.
Illustrated warehouse piled with laptops and boxes representing untracked shared device handoffs in ITSM

Bridging the Gap Between ITSM Records and Physical Device Handoffs

Shared devices don’t always track their handoffs the way ITSM tickets suggest. A device marked “resolved” can still be sitting uncharged in the wrong place, with no record of who took it or when. This article looks at why that gap exists, what a connected smart locker workflow can look like, and how to pilot the fix before scaling it across locations.
Illustrated robot multitasking at a desk with documents and notes representing ITSM AI agent data overload

Your ITSM AI Agent Isn’t the Problem – Your Data Is

ITSM AI agent pilots that dazzle in the demo but stall in production are usually blamed on the AI model. The article’s author, a ten-year ServiceNow veteran, argues that the real issue is the CMDB beneath it: incomplete, duplicated, and poorly governed data that any AI agent inherits as its own weakness. Before offering four steps to close what he calls a skills gap, not a technical debt problem.
Abstract digital cube with floating interface panels representing free Gartner Magic Quadrant and analyst reports for ITSM

Get the 2026 Gartner Magic Quadrant for IT Service Management Platforms for Free

The 2026 Gartner Magic Quadrant for IT Service Management Platforms is out, and with it a fresh crop of vendor-gated links to track down. Sophie Danby has rounded up every free ITSM-relevant analyst report she could find, from Gartner and Forrester to IDC, covering everything from AIOps and endpoint management to privileged access.
Illustration of a person deep in thought surrounded by abstract, colorful imagery, representing reflective experiential learning in ITSM

The Business Case for Experiential Learning in ITSM

The Uptime Institute puts the cost of a major outage above $100,000 for most organizations, and the biggest cause isn’t ignorance. It’s staff not following procedure under pressure. Training doesn’t fix that alone. This article works through where an experiential learning component belongs in the budget, what the evidence supports, where it stops, and the two objections that come up every time someone asks for the money.
Robotic and human hands sharing a ship's wheel, representing human oversight of AI services

AI Is a Service Too: Why ITSM Still Matters in the Age of AI

AI may automate incidents, requests, and knowledge management, but it also becomes a service that requires governance, accountability, and human ownership. Discover why service management remains essential in an AI-driven future and why trust depends on more than intelligent technology.
Futuristic glowing office with digital workers automating ITSM tasks

The New AI Mandate for ITSM: Digital Workers Do More with Less While Improving Service

ITSM teams are being told to do more with fewer people, and the old approach, hire more people, doesn’t scale. Richard Mendis argues digital workers change that: AI built into the builder layer automates the repetitive configuration work and keeps the knowledge that usually leaves with a departing admin. This is the new mandate, not another project nobody gets to.
Person facing a calendar full of crossed-out days, illustrating technology as a blocker to getting help

Technology as a Blocker: What ITSM Can Learn from Healthcare

A UK doctor’s practice pushes patients toward an online triage system instead of the phone, and the writer spends a week getting nowhere before a five-minute conversation with a receptionist gets the job done. The parallel to IT self-service and “deflection” is hard to miss. A look at what happens when technology shifts effort onto the person asking for help, and why that isn’t self-service at all.
Illustration of an old-fashioned balance scale weighing two people, symbolizing how service management measures the value of people

Service Management Still Doesn’t Value People Enough

James Finister has spent a career in service management and now works on AI ethics, and his argument is that the industry still doesn’t value people enough. In episode 11 of Conversations with Giants, he makes the case for governing AI honestly and early, designing work around the people you have, and remembering that SIAM is about relationships and trust, not just the contract.
Illustration of an overwhelmed, cluttered office with tangled cables and scattered papers, representing legal and operations workflows before extending ITSM discipline

How to Extend ITSM Frameworks to Legal and Operations Teams: A Step-by-Step Guide

Enterprise Service Management (ESM) brings proven ITSM practices to legal and operations teams. This guide explains how to build service catalogs, create effective request workflows, set realistic SLAs, automate repetitive tasks, and improve visibility without sacrificing professional judgment.
Illustration of workers building a stone foundation labeled "Service Management Foundations" beneath towers reading "Scaled AI" and "Operations," representing the architecture needed for the intelligent enterprise

Service Management Architecture: The Missing Foundation for AI and the Intelligent Enterprise

AI can only be as effective as the service management environment that supports it. This article explains why service management architecture, rather than tools alone, provides the operational foundation needed for AI, Agentic AI, and intelligent enterprise transformation.
Person looking through binoculars with two portraits in the lenses, representing perspective in service management

Why Service Management Is a Human Behavior Problem

Service management frameworks describe what people should do and rarely explain why they don’t. Maarten Bordewijk has spent 30 years arguing that the problem is behavioral, not procedural. In episode 10 of Conversations with Giants, he makes the case for founding the discipline on behavioral science, explains why AI raises the value of human judgment, and gives his blunt verdict on the new ITIL.
Three IT team members arguing during an outage, illustrating vendor blame in multi-vendor outages

When Three Different Vendors Each Say the Outage Isn’t Their Fault

When three vendors each report a different timeline for the same outage, none of them are necessarily wrong, and none of them add up to what happened. This article looks at why multi-vendor outages are becoming the norm as cloud infrastructure consolidates around a handful of providers, why vendor timelines rarely match, and why the only thing an organization fully controls is its own independent incident record.
Man looking anxiously through a window, representing the risk of facing an SPLA audit unprepared

Microsoft Audits Hosting Providers Every Other Year Now, and Most Have No Governance Plan

Nearly half of Microsoft hosting providers surveyed by SAMexpert were audited or verified within the past twelve months, a rate higher than researchers expected. Most run SPLA without a dedicated owner, and 47% have no audit governance plan at all. Alexander Golev and Daryl Ullman break down what separates providers who can prove their compliance position from those whose confidence has nothing behind it.
Abstract illustration of a digital service ticket moving through space, representing agentic AI automating IT service desk workflows.

Agentic AI in ITSM: 5 Ways Agentic AI Is Transforming the IT Service Desk

For 30 years, the ticket ran the IT service desk: submit, log, triage, resolve, close. Agentic AI in ITSM is retiring that model, executing fixes across systems rather than drafting them for a human to click through. There are five places IT leaders get this transition wrong, from inflated agentic claims to the governance gap most vendor decks skip entirely, and why the ticket itself may not survive the shift.