Agentic AI service management is replacing ticket-first ITSM/CSM with outcome-first, controlled automation. What is changing, what fails fast and the high-level playbook.
Date Published January 20, 2026 - Last Updated February 2, 2026
A handpicked, human-curated list of ITSM books and ITSM courses for 2026, focused on service experience, systems thinking and real-world practice.
Date Published January 12, 2026 - Last Updated February 2, 2026
Transform your support organization with the ITIL Continual Improvement Model. Learn how clarity, discipline, and intentional leadership drive lasting success.
Date Published January 7, 2026 - Last Updated February 2, 2026
Meet the 2026 HDI Featured Contributors, a diverse group of leaders sharing practical insights on service leadership, support operations, AI, and customer experience.
Date Published December 29, 2025 - Last Updated January 9, 2026
Silence is the costliest AI risk—because it turns uncertainty into fear. In the age of intelligent automation, trust, clarity, and human leadership decide whether service organizations thrive or fracture.
Date Published December 29, 2025 - Last Updated January 7, 2026
From AI adoption to resilient engineering, explore the trends that Matt Beran predicts will shape service management in 2026.
Date Published December 15, 2025 - Last Updated January 7, 2026
Transform your service desk by redefining heroism. Shift from knowledge hoarding to sharing, empowering teams to slay dragons together and build resilience.
Date Published November 18, 2025 - Last Updated January 7, 2026
Discover practical steps to overcome common barriers to Knowledge Centered Support. Learn how to create, reuse, and improve IT knowledge effortlessly.
Date Published October 21, 2025 - Last Updated January 7, 2026
Discover 4 essential steps to prevent Shadow AI from becoming the wild, wild West of technology and learn how AI governance can secure and empower your organization.
Date Published October 20, 2025 - Last Updated January 7, 2026
If your Change and Release Management processes look like a checklist, they are already working against you. Here's how to create Change worth making.
Date Published October 20, 2025 - Last Updated January 7, 2026