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

Discover how PCI DSS can become more than just a compliance checklist. This episode explores PCI DSS as a strategic tool to build digital trust, prevent fraud, and unify your security approach. Learn why treating it as a living framework, not a box-ticking task—can transform your security posture.

In this episode, we answer to:

What are the core PCI DSS requirements most organizations fail to meet?

Why should PCI DSS be treated as a continuous strategy, not a one-time audit?

Who is actually in scope for PCI DSS, and why does size not exempt you?

Resources Mentioned in this Episode:

TechTarget website, article "What is PCI DSS (Payment Card Industry Data Security Standard)?", link https://www.techtarget.com/searchsecurity/definition/PCI-DSS-Payment-Card-Industry-Data-Security-Standard

Stripe website, article "What is PCI DSS compliance?", link https://stripe.com/guides/pci-compliance

Bridewell website, article "Who Needs to Be PCI DSS Compliant?" link https://www.bridewell.com/insights/blogs/detail/who-needs-to-be-pci-dss-compliant

AuditBoard website, article "The 12 PCI DSS Compliance Requirements: What You Need to Know", link https://www.auditboard.com/blog/pci-dss-requirements/

Exabeam website, article "What Is PCI Compliance? The 12 Requirements", link https://www.exabeam.com/explainers/pci-compliance/pci-compliance-a-quick-guide/

Sprinto website, article "Who Must Comply with PCI DSS? Payment Security Explained", link https://sprinto.com/blog/to-whom-does-pci-dss-apply/

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 FinTechs can shift from project-driven IT to a product-centric model that enables continuous value delivery. Learn key strategies for CIOs to build agile, cross-functional teams and redesign governance. Are your teams truly product-led or just rebranded project squads?

In this episode, we answer to:

How can FinTech CIOs enable a shift from projects to products?

What does a product-led operating model look like in FinTech?

How can teams self-assess their product-readiness?

Resources Mentioned in this Episode:

CIO.com website, article "Making the shift to product-based IT", link https://www.cio.com/article/219649/making-the-shift-to-product-based-it.html

Ernst & Young website, article "How a product-driven IT operating model can help reimagine banking", link https://www.ey.com/en_us/insights/banking-capital-markets/how-a-product-driven-it-model-can-reimagine-banking

Gartner website, article "IT Organization Design Roadmap: How to Shift from Project to Product", link https://www.gartner.com/en/publications/it-org-design-project-to-product-roadmap

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

Explore how ISO/IEC 42001 sets the standard for responsible, ethical, and secure AI use. Learn how it aligns AI governance with business strategy, mitigates risks, and fosters innovation through transparency and trust.

In this episode, we answer to:

Why do organizations need a specific standard for AI governance?

What are the core components of ISO/IEC 42001 and how do they work in practice?

How does aligning with ISO 42001 impact innovation and business trust?

Resources Mentioned in this Episode:

ISMS.online website, article "Understanding ISO 42001 and Demonstrating Compliance", link https://www.isms.online/iso-42001/

Schellman website, article "How to Assess and Treat AI Risks and Impacts with ISO/IEC 42001:2023", link https://www.schellman.com/blog/iso-certifications/how-to-assess-and-treat-ai-risks-and-impacts-with-iso42001

Scytale website, article "Exploring the Role of ISO/IEC 42001 in Ethical AI Frameworks", link https://scytale.ai/resources/exploring-the-role-of-iso-iec-42001-in-ethical-ai-frameworks/

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

ISO 20022 is reshaping global payments with rich, structured data, offering enhanced compliance, operational efficiency, and new revenue possibilities. As the 2025 deadline nears, financial institutions must modernize systems, reduce risks, and unlock powerful analytics. Ready or not, change is here.

In this episode, we answer to:

What happens if you’re not ISO 20022-compliant by November 2025?

How does ISO 20022 improve payment data quality and analytics?

What are the key phases to successfully transition your systems?

Resources Mentioned in this Episode:

StoneX website, article "STS – ISO 20022: A Global Shift in Cross-Border Payments", link https://www.stonex.com/en/thought-leadership/02-03-2025-sts-iso-20022/

SWIFT website, article "ISO 20022 for Financial Institutions: Focus on Payments Instructions", link https://www.swift.com/standards/iso-20022/iso-20022-financial-institutions-focus-payments-instructions

S&P Global Market Intelligence website, article "ISO 20022 Adoption Poses Challenges and Presents Opportunities", link https://www.spglobal.com/market-intelligence/en/news-insights/research/iso-20022-adoption-poses-challenges-and-presents-opportunities

Ernst & Young website, article "Nine Considerations for ISO 20022 Migration", link https://www.ey.com/en_gl/insights/banking-capital-markets/nine-considerations-for-iso-20022-migration

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

In today’s episode of The ITSM Practice, we explore the future of project management in an AI-driven world. How can project managers stay relevant when AI plans, flags risks, and analyzes moods? Discover how emotional intelligence, critical thinking, and ethical leadership shape the next generation of project leaders.

In this episode, we answer to:

How should project managers adapt when AI starts shaping decisions?

What skills will make project managers future-proof in an AI-driven environment?

How can we trust AI tools without losing human judgment and leadership?

Resources Mentioned in this Episode:

PMI Blog, article “Preparing Project Managers for an AI-Driven Future”, link https://www.pmi.org/blog/preparing-project-managers-for-an-ai-driven-future

Atlassian website, article “How to utilize AI for project management”, link https://www.atlassian.com/work-management/project-management/ai-project-management

PPM Express website, article “The Future of AI in Project Management: Trends and Innovations”, link https://ppm.express/blog/the-future-of-ai-in-project-management-trends-and-innovations/

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