Posted by Shankar Gomathi on June 12, 2026 The best support tickets are the ones never submitted. And with the emergence of AI, a ticketless enterprise is becoming a reality, allowing Enterprise operations teams to become more effective and less expensive.
Posted by Stephen Mann on June 11, 2026 Provance ServiceTeam ITSM Enterprise 3.0 continues the platform’s evolution as a Microsoft-centric service management solution built natively on Microsoft Power Platform. Designed for organizations looking to maximize existing Microsoft investments, the solution combines ITIL-aligned service management capabilities with low-code flexibility, workflow automation, AI-driven innovation, and deep integration across Microsoft 365, Azure, Power BI, Power Automate, and related technologies. ServiceTeam ITSM Enterprise 3.0 offers organizations a modern alternative to traditional ITSM tools while leveraging the scalability, security, and extensibility of the Microsoft ecosystem.
Posted by Yuri Kudyn on June 9, 2026 SLA metrics capture resolution and response times against fixed targets. They’re aggregate. They’re historical. But they tell you nothing about internal flow quality. A team might optimize for the clock. But the way they get there – escalation ping-pong, midnight heroics, workarounds instead of fixes – degrades the system underneath.
Posted by Sophie Danby on May 21, 2026 Somebody announces the death of service management every few years, and they’ve been doing it for 35. Barclay Rae has heard every version and thinks they all miss the same thing: the job at the heart of service management is human, not technological, which is exactly why no new wave of tech has managed to kill it. If anything, AI has made the case for it stronger.
Posted by Rui Alves on May 20, 2026 Every new tool promises to simplify IT operations and somehow adds another layer of complexity instead. Rui Alves argues that bolting AI onto a tangle of disconnected systems just gives you automation without intelligence, and that the CTOs getting real value in 2026 are doing the unglamorous work first: connecting service management, monitoring, assets, FinOps, and governance into a single operational layer. A practical checklist for what AI-ready operations actually require.
Posted by Stephen Mann on May 18, 2026 Many IT service desks still operate with a “very important person” (VIP) list (after all, it’s a long-held IT support best practice). However, given the importance of technology to business operations and outcomes, the VIP list is showing its age. And more importantly, it’s likely getting in the way of something more useful to your organization. Does your IT service desk need a VIR list?
Posted by Judin Joan Soundarya S on April 24, 2026 It’s 9am and a sales manager hits a VPN error before a client call. Rather than wait on a service desk ticket, they paste the error into an AI tool and get a fix in seconds. The problem is solved, but no incident was recorded. Judin Joan Soundarya S of ManageEngine looks at what shadow AI costs problem management and security operations, and the practical ways ITSM platforms can regain that visibility without slowing users down.
Posted by Manish Sharma on April 22, 2026 Everyone is selling agentic AI, but the gap between the weakest and strongest versions is enormous. Manish Sharma of Rezolve.ai sets out a four-stage maturity model for AI in ITSM, from legacy retrieval through reactive assistants and process agents to true agentic systems that reason, act across connected systems, and catch problems nobody asked them to look for. He also offers the questions to put to any vendor claiming agentic AI.
Posted by Eusoph Simba on April 13, 2026 A ticket gets escalated, comes back marked “add notes before escalation,” gets reassigned, then returns with “should have been resolved at L1.” Meanwhile the end-user is still waiting. Eusoph Simba argues the ticket ping-pong between support tiers isn’t an escalation problem but a problem with how we frame support levels. He makes the case for treating every ticket as an issue to solve, escalating on capability rather than hierarchy, and a simple standard format that breaks the loop.
Posted by Daniel Breston on April 9, 2026 This article by Daniel Breston is about neurodivergence in ITSM and was sparked (pardon the pun) by his attendance – and what he did and didn’t feel – at the Service Desk Institute (SDI) SPARK26 event.
Posted by Vawns Murphy on March 30, 2026 The Service Desk Institute (SDI) held its annual SPARK conference in Birmingham in March. In this article, you’ll find an overview of what Vawns Murphy sees as the best bits, including top tips and advice from the presenters.
Posted by Jeff Hume on March 24, 2026 In this article, learn how artificial intelligence (AI) help desks powered by LLMs and AI agents automate IT support, reduce Tier 1 tickets, cut costs, and scale IT support operations.
Posted by Lauren Okruch on March 11, 2026 It’s the small issues that can kill your team. It comes from the tiny cuts: the password resets, access tweaks, profile changes, and “just a quick question” tickets that never make a headline but never stop arriving either. ITSM automation will help – this article explains how.
Posted by Sophie Danby on March 2, 2026 Much has changed in ITIL 4 and thus there’s a lot to get one’s head around! This article quickly explains what the ITIL 4 service value system is and what it contains: the guiding principles, governance, service value chain, management practices, and continual improvement.
Posted by Sophie Danby on February 18, 2026 70% of MSPs say they’re using agentic AI. Only 10% are primarily using it where it counts. And according to new Omdia poll data, MSP’s customers are already further ahead. The report digs into the execution gap, the cost of hesitation, and why investors are increasingly factoring AI maturity into MSP valuations.