Expert insights on cyber resilience and recovery, service insights and automation, and business workflow automation challenges. Industry analysis and practical guidance for enterprise organisations.
Changing your ITSM platform is easier than the incumbent vendor implies and harder than the challengers suggest – and that gap is where most migration decisions go wrong. The technology is almost never the hard part – the difficulty concentrates in data decisions, integration scope, process debt, people, and commercial terms, and getting these five things right is what separates a migration that delivers from one that doesn’t. This article was originally published on itsm.too
AI agents are only as trustworthy as the CMDB and foundation data that sits beneath them. This article explores what senior technologists and enterprise organisations need to get right before embarking on an Agentic AI programme for IT Operations.
Autonomous AI agents are starting to run the service desk - and even act in production. We look at what that means for IT service management, why the discipline matters more than ever, and how the latest ITIL refresh is realigning it for the AI era.
