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Agentic AI is no longer an abstract concept being kicked around in think tanks. It’s actively reshaping how work gets done inside the world’s most influential companies. As AI agents begin taking on tasks once handled solely by people, CEOs are responding with both urgency and vision. One quote, in particular, stands out for anyone…

In the last few years, the relevance and importance of artificial intelligence (AI) to IT service management (ITSM) capabilities have changed rapidly. Undoubtedly, AI is the most important change of the last two decades and it has gained mainstream traction like no other ITSM trend before it. Now, advances in AI technologies have brought about…

Change matters. And how your organization manages change matters, including the best practices for change management employed by your corporate IT organization (and potentially third-party IT service providers). For example, consider an organization-wide technology refresh of personal computers where existing end-user devices are upgraded to newer equipment. It’s a massive undertaking that requires significant organization…