ITIL Version 5 Guiding Principles: A Practical Guide for ITSM Leaders
ITIL Version 5, launched in early 2026, re‑affirms the seven guiding principles first refined in ITIL 4. The principles—focus on value, start where you are, progress iteratively with feedback, collaborate and promote visibility, think and work holistically, keep it simple and practical, and optimize and automate—serve as universal recommendations for any ITSM effort. The new edition adds nuanced explanations, especially around AI‑driven automation and the need for governance. Practitioners are urged to adapt the principles to their organization’s culture rather than adopt them blindly.
ITSM Benchmarking – Your Chance to Get Involved
The 2022 Axelos ITSM Benchmarking Report offered a snapshot of ITIL practice adoption but relied on subjective self‑ratings, making cross‑organization comparisons difficult. PeopleCert has introduced an ITIL Performance Benchmarking Model that shifts focus from internal process checklists to outcome‑based metrics...
How AI Will Break the 1–3x ITSM Implementation Cost Rule
The long‑standing 1‑to‑3‑times implementation cost rule for IT service management (ITSM) tools is being challenged by AI‑driven digital workers. By automating catalog configuration, incident analysis, knowledge‑base creation, and documentation, these agents can slash the labor‑intensive phases of deployment. Organizations that...
AI Help Desk Software: How LLMs, AI Agents & Chatbots Are Transforming IT Support
AI help desks combine large language models, chatbots, and autonomous agents to interpret natural‑language requests and execute routine IT tasks such as password resets, which can account for 10‑50% of tickets. By mining historical logs, these systems proactively identify recurring...
The Genealogy of AI Slop: Generative AI Didn’t Invent It – It Learned It
The piece argues that generative AI did not create the phenomenon of “AI slop” but learned it from the abundance of vague, authority‑laden human content such as consulting frameworks, certification manuals, and best‑practice decks. By reproducing these patterns at machine...
AI in ITSM: How AI Is Transforming IT Service Management
Artificial intelligence is reshaping IT service management by tackling legacy challenges such as high volumes of routine incidents, lengthy resolution times, reactive problem solving, and siloed knowledge. AI-driven virtual agents automate repetitive tasks, while predictive analytics anticipate outages and streamline...
What the State of FinOps 2026 Means for ITSM
The FinOps Foundation’s 2026 State of FinOps survey reveals that FinOps has broadened from cloud‑cost management to a multi‑technology discipline, now handling AI, SaaS, licensing and data‑center spend. Collaboration with IT service management is highlighted, especially for automating remediation and...
ITIL (Version 5) Explained: What’s New, What’s Changed, and Why It Matters
ITIL Version 5 launches, updating the 2019 framework to address today’s rapid IT complexity, AI adoption, and the human side of technology. The new edition introduces a unified Product and Service Lifecycle, a strengthened Value System with a modular value‑chain model,...
AI Survey 2026: The Rise of Agentic AI Adoption in ITSM
The 2026 AI Survey targets the rapid rise of Agentic AI within IT service management, launching just four months after the 2025 edition to capture fast‑moving adoption trends. Agentic AI is defined across low, mid, and high autonomy levels, emphasizing...
The MSP Agentic AI Execution Gap in Service Delivery
A recent Omdia white paper reveals that while 70% of managed service providers (MSPs) say they use agentic AI, only 10% have deployed it in core IT service desk or security functions. The majority are stuck in internal experiments, whereas...
Sovereignty-First ITSM: How Geopolitical Risk Is Reshaping Service Management in 2026
In 2026 enterprises are treating data location as a strategic risk rather than a compliance checkbox, prompting a shift toward sovereignty‑first IT service management (ITSM). Traditional cloud‑based ITSM platforms that store data in foreign jurisdictions expose organizations to sudden geopolitical...
ITIL Version 5 Management Practices Explained: Complete List and Definitions
ITIL Version 5 was announced in January 2026, expanding the framework to 34 management practices. The new structure groups 22 practices under product and service management and 12 under general management, eliminating the former technical management category. Five practices have been re‑positioned...
