ServiceDesk Plus in Iran: Never an Official ManageEngine Partner, but Two...
I first came across ManageEngine and its IT service management (ITSM) capabilities – ServiceDesk Plus – almost 20 years ago. At the time, the company and its products were not widely known in Iran....
View ArticleAI is Helping ITSM Teams. So Why Does the Work Still Feel Heavier?
Artificial intelligence (AI) is helping IT service management (ITSM) teams save time, but it is not always making the work lighter. New SolarWinds research, based on an online survey of 844 qualified...
View ArticleWhen the System Works and the Service Still Fails
Systems can work as designed, and the customer can still experience the wrong outcome. The service failure experience below reminded me that measuring technology performance isn’t always the same as...
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How to Build a Custom Ticketing Workflow Inside a Slack Channel
Many teams that run support on Slack don’t actually have a service desk. They have a search bar and good intentions. Requests arrive as DMs, @here shouts, and three-word messages dropped into...
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Agentic AI Governance: How Do We Govern What We Didn’t Design?
As the use of artificial intelligence (AI) grows in IT management, governance is becoming a key concern. In ITSM.tools’ 2026 survey, respondents stated that “Risk, governance, or compliance concerns”...
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Before You Trust an AI Agent, Trust Your Data Layer
I have run across this situation many times over years of managing large scale hospitality technology operations: reviewing the overnight revenue management report, seeing the pricing system make a...
View ArticleWant Better ESM Adoption? Stop Suggesting ESM
Nobody in Human Resources (HR) comes to work hoping IT will introduce them to Enterprise Service Management (ESM). Facilities is not waiting for a service catalog presentation, and Legal probably has...
View ArticleThe 2026 Gartner Magic Quadrant for IT Service Management Platforms: What...
Unless I’m mistaken, Gartner published the previous Magic Quadrant for IT Service Management Platforms in 2022, and then retired the report for reasons such as “lack of innovation.” We mentioned this...
View ArticleService Management Has Outgrown the IT Department
Service management stopped being the IT department’s job a while ago, and plenty of practitioners haven’t caught up. Technology or tools are now chosen, run, and managed across the organization, often...
View ArticleHiring for Potential: Why I Gave a Senior Engineering Role to an Intern Instead
One of my teams once brought me an open senior engineering position. Real responsibility, important projects, and the general assumption that we needed someone seasoned to step in and immediately...
View ArticleBridging the Gap Between ITSM Records and Physical Device Handoffs
IT service management (ITSM) tools and platforms help IT support teams manage and record service requests, incidents, approvals, and service levels. However, new equipment, returned devices, or repair...
View ArticleYour ITSM AI Agent Isn’t the Problem – Your Data Is
The IT service management (ITSM) AI agent pilots that dazzle and then stall in production usually have nothing to do with the model. They have to do with the data underneath it – and that’s a skills...
View ArticleGet the 2026 Gartner Magic Quadrant for IT Service Management Platforms for Free
It has been a while since I last compiled a helpful list of “free” IT industry analyst reports on IT service management (ITSM). The last one – Get ITSM Industry Analyst Reports for Free – was in early...
View ArticleThe Business Case for Experiential Learning in ITSM
Funding an experiential learning component means persuading someone who is weighing it against other spending. Uptime Institute publishes figures on the cost of outages and how often they result from...
View ArticleAI Is a Service Too: Why ITSM Still Matters in the Age of AI
When I first saw the article title “ITSM is Dead?” I was slightly shocked. For a moment, I thought: “Well, that’s it. AI has arrived, and our profession has already received its last rites.”...
View ArticleThe New AI Mandate for ITSM: Digital Workers Do More with Less While...
Behind every overextended IT department are pressures pushing outdated systems beyond their limits. Today’s ticket volume, end-user expectations, and workforce turnover have all outpaced what...
View ArticleTechnology as a Blocker: What ITSM Can Learn from Healthcare
I’m sure, like many others, there are times when you put off addressing medical ailments because a. You’re busy and b. There are people with far more urgent issues that need to be seen first. Perhaps...
View ArticleService Management Still Doesn’t Value People Enough
Plenty of artificial intelligence (AI) agents flop for reasons that have nothing to do with their capabilities. They get sold as human, and people can tell. James Finister’s example is Vodafone. It...
View ArticleHow to Extend ITSM Frameworks to Legal and Operations Teams: A Step-by-Step...
A few years ago, I sat in a meeting where legal was trying to explain, again, why a contract review that should have taken three days had taken three weeks. Nobody could point to where it had stalled....
View ArticleService Management Architecture: The Missing Foundation for AI and the...
Keith Andes’ recent ITSM.tools article, The ITSM Reset: Why AI Can’t Scale Without Strong Service Management Foundations, makes an important point that deserves more attention. Artificial intelligence...
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