Agentic AI is redefining IT Service Management with autonomous decision-making, intelligent workflow orchestration, and continuous learning. In this episode, we explore how AI transforms service desks into predictive ecosystems, boosts performance, and challenges organizational readiness, ethics, and governance.

In this episode, we answer to:

What makes Agentic AI different from traditional automation in ITSM?

How can organizations govern AI decisions in service management?

Are your ITSM processes ready to be trusted by autonomous systems?

Resources Mentioned in this Episode:

Forrester website, article "Let The Service Management Agentic AI Race Begin", link https://www.forrester.com/blogs/let-the-service-management-agentic-ai-race-begin/

Aisera website, article "Agentic AI in IT Service Management (ITSM)", link https://aisera.com/blog/agentic-ai-itsm/

Rezolve.ai website, article "Why Agentic AI Tools Are the Future of Incident and Service Requests?", link https://www.rezolve.ai/blog/agentic-ai-incident-and-service-requests

Sprinklr website, article "The AI-first unified platform for front-office teams", link https://www.sprinklr.com/blog/agentic-ai/

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

Outsourced development is growing, but ISO 27001 Annex A 8.30 ensures you don’t outsource control. In this episode, we explain how to secure external software development, from vendor audits to contract clauses and compliance risks. Learn practical steps to protect your business.

In this episode, we answer to:

How can ISO 27001 Annex A 8.30 secure outsourced development?

What security questions should you ask every software vendor?

How do you turn contracts into enforceable cybersecurity controls?

Resources Mentioned in this Episode:

HighTable, article "ISO 27001 Annex A 8.30 Outsourced Development", link https://hightable.io/iso27001-annex-a-8-30-outsourced-development/

ISMS.online website, article "ISO 27001:2022 Annex A 8.30 – Outsourced Development", link https://www.isms.online/iso-27001/annex-a/8-30-outsourced-development-2022/

ISMS.online website, article "ISO 27002:2022 – Control 8.30 – Outsourced Development", link https://www.isms.online/iso-27002/control-8-30-outsourced-development/

GRC Mana website, article "ISO 27001 Annex A 8.30: A Step-by-Step Guide", link https://www.grcmana.io/blog/iso-27001-annex-a-8-30-outsourced-development

Advisera website, article "Big guide to ISO 27001 clauses — How is this standard structured?", link https://advisera.com/iso27001/control-8-30-outsourced-development/

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

Discover how Enterprise Architecture in healthcare helps government hospitals improve patient safety, system resilience, and operational efficiency. Learn the five EA pillars driving digital transformation, compliance, and innovation—critical for Managed Service Providers too.

In this episode, we answer to:

How can Enterprise Architecture reduce IT outages in hospitals?

What risks do Managed Service Providers face without solid architecture?

How does EA help align IT with national healthcare goals?

Resources Mentioned in this Episode:

Sparx Systems website, article "The Case for Enterprise Architecture in the Government", link https://trerado.sparxsystems.com/resources/eaglobalsummit-2024/the-case-for-enterprise-architecture-in-the-government/

SCW website, article "How Enterprise Architecture plays a vital role in navigating the NHS’s future", link https://scwcsu.nhs.uk/news-and-views/blog/how-enterprise-architecture-plays-a-vital-role-in-navigating-the-nhs-s-future

iTrobes website, article "ERP For Hospitals – A Complete Guide", link https://www.itrobes.com/hospital-management-erp-software/

SAP website, article "Enterprise Architecture Maturity Models & Assessment", link https://www.leanix.net/en/wiki/ea/enterprise-architecture-maturity-stages-and-assessment

Confiz website, article "Building service excellence: 6 pillars of Managed Services Framework", link https://www.confiz.com/blog/building-service-excellence-6-pillars-of-managed-services-framework/

Ardoq website, article "What Is Enterprise Security Architecture? The Complete Guide to More Holistic Risk Management", link https://www.ardoq.com/knowledge-hub/enterprise-security-architecture

ValueBlue website, article "Top 10 Benefits of Enterprise Architecture for Your Business", link https://www.valueblue.com/blog/top-10-benefits-of-enterprise-architecture-for-your-business

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya