Agentic ITSM is here to replace rigid processes with adaptive, goal-driven automation for faster, people-centric service management.

Advancements in AI and related technology means the ROI of ITSM platforms can no longer be measured with traditional calculators. Presenting the new ROI framework.

On AI's fast disruption window, the urgency for stronger IT leadership, and why people—not tech—will decide who wins.

In June, we brought AI even closer to the agent experience, added powerful capabilities to workflows, improved performance tracking, and made it easier to stay in flow.

From burnout and invisibility to the role of leadership and tooling, this conversation with Paul Brandvold reflects how we can build more thoughtful systems and cultures that support the people behind the tickets.

Drawing from decades of real-world IT service delivery, I explore why modern service desks should rethink support systems and not just chase faster ticket resolutions.