Service Management Round Up

Agentic AI’s Role in Enterprise and IT Service Management

The progress we’ve seen so far in the AI landscape has been nothing short of fascinating – especially in IT. The question for enterprises then becomes: How will Agentic AI agents drive an autonomous approach to IT support and service delivery?

New AI in ITSM Survey – Please Help

Given that governance (including AI governance) and generative AI (GenAI) were the top two options in ITSM.tools’ 2025 content poll, we appreciate that people are keen to get as much insight on what is happening with AI in the ITSM space as possible. We’re therefore running another “AI in ITSM” survey only six months after the last one. Please can you help by sparing 3 minutes to complete it?

SIAM Governance – Overcoming Siloed Service Management Processes

SIAM governance is a structure created to connect suppliers, optimize operations, and enable teams to achieve business objectives with flexibility and effectiveness. This article via ManageEngine explains what’s involved.

ITOM-ITSM Integration – The Key to Smarter Service Management

IT organizations can face challenges that include manual CMDB updates, reactive incident management and long resolution times, and monitoring-alert fatigue. This article looks at these challenges (and their impact) before offering a solution – ITOM-ITSM integration.

(And if you'd like more information than what's available in this article, you may be interested in joining this webinar on May 22nd).

How to Build a CMDB for SMBs: A Best Practice Guide to Configuration Management

A Configuration Management Database (CMDB) might sound like a tool for large enterprises, but here’s the great news: your small or medium-sized business (SMB) can benefit from it, too. In this article by Jan Skrabanek , you’ll learn how to create a CMDB that fits your business needs.

The State of AI in ITSM Correlations

An earlier State of AI in ITSM 2025 article shared some headline statistics from an Atomicwork, PeopleCert, and ITSM.tools survey and report. This article now shares some of the ITSM correlations found in the AI report data.

Change Enablement – What Change Management Became in ITIL 4

Change enablement in ITIL 4 is the management practice of ensuring that changes to IT services and the IT infrastructure are implemented in a way that minimizes risk and disruption while maximizing value. This article calls out some of the key changes in the move from ITIL v3’s change management to ITIL 4’s change enablement.

AI Transformation in ITSM Requires a Bigger Vision

AI transformation in IT starts with a bigger vision. A vision that sees ITSM move from IT to “enterprise” as ESM. IT and AI are at the forefront of a digital revolution. Let’s aim for this larger view says David Barrow, CITP FBCS , enabled by everything we’ve learned and continue to learn as service management professionals.

ITIL 4 Relationship Management: A Quick Guide

This article by Sophie Danby explores Relationship Management’s role in ITIL 4, how it differs from previous ITIL iterations, its key principles, and best practices for successful adoption in ITSM environments.

How to Best Prepare for a Software Licensing Audit

Proper preparation by your organization can significantly reduce the risks and improve the outcomes of software licensing audits. To help, this article by Piaras MacDonnell - IBM Licensing Expert provides strategic steps to help your organization prepare for a software licensing audit effectively.

Crowdsourced Paper: How AI Makes ITSM Better, Faster, Affordable

In this paper from SymphonyAI ,11 industry experts to discuss: How AI improves service interactions and customer experience; Smarter use of data for predictive, proactive ITSM; and how AI is enhancing ITSM capabilities to improve processes and business outcomes.

Get perspectives from Roman Jouravlev, Simone Jo Moore, Stephen Mann, Roy Atkinson, Simon Bradford, Sarah-Jayne Bulley, Suresh GP, MBRM, Sanjeev NC, Doug Tedder, David Barrow, CITP FBCS, Tim McElgunn, and Charles Araujo.

The Human Touch in AI Adoption – Why Bots Can’t Fully Replace IT Service Desk Agents

This blog by Stephen Mann for Provance looks at the “outside-in” perspective and the need for the human touch in AI adoption, starting with the service consumer view of “people vs. machines.”

The 2025 SDI Distinguished Industry Contributors

A big thank you to Service Desk Institute (SDI) for naming Stephen Mann a 'Distinguished Industry Contributor' with their new award that honors "industry thought leaders, innovators, and changemakers who are shaping the future of IT service management". Big congratulations also to all of the other recipients: Barclay Rae , John Noctor , Claire Agutter , Dan Turchin , Daniel Breston , Doug Rabold ITIL®, HDI-CI , Lynne Nash , Mark Bewick , Matt Beran , Patrycja Sobera , Prashant Arora , Sally Bogg , Simone Jo Moore , Alan Nance , Ariana Bucio , Damian Bowen , David Barrow, CITP FBCS , Jeffrey Rumburg , Karen Ferris , Mauricio Corona, Ph.D. , and Roy Atkinson .

Read all about it here.

#ITSM #ServiceManagement #ITSM #ServiceManagement #CMDB #ITIL #GenAI #SDI #ServiceDesk #ITAM #ITOM