Jennifer Wheatley

2026 State of ITSM: What 800+ IT Professionals Say About AI, Automation, and the Year Ahead

The 2026 State of ITSM report highlights that IT organizations are shifting focus from simple AI adoption to the more difficult challenge of bridging the gap between AI activity an…

ITSM + ITOM: Why Your Service Desk and Monitoring Tools Shouldn’t Work in Silos

The article argues that maintaining ITOM and ITSM in silos leads to operational friction, manual workloads, and increased resolution times due to disconnected monitoring signals an…