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AI in ITSM can summarize tickets, classify requests, draft responses, and suggest next steps. Those capabilities are useful, but faster output does not automatically produce a better service decision. The problem is not that AI cannot read a ticket. The problem is that a ticket rarely contains the full operational story. A request may describe
Why AI in ITSM Falls Short Without Asset Context Read More »
Over the last 25 years, I have seen organizations go through several waves of unmanaged technology. First, it was hardware that moved faster than the inventory system could keep track of. Then came software installed outside approved channels. Then SaaS arrived, and employees could buy business-critical tools with a credit card before IT even knew
AI Is Your Newest Unmanaged Asset, Already in Your Environment Read More »
Before we start exploring part 4 of the series, please refer to parts 1 (The Moral Problem), 2 (The Moral Code), and 3 (The Brightline Methods). Moral Code for Agentic AI in Business Applications: We started this series with Isaac Asimov and the movie I, Robot. So I got to wondering — will the Agentic
The B2B Agentic AI Manifesto: Part 4, Future Proofing Agentic AI Read More »
Before we start exploring part 3 of the series, please refer to parts 1 (The Moral Problem) and 2 (The Moral Code). Moral Code for Agentic AI in Business Applications: Inspired by Isaac Asimov, our prior paper proposed a moral code for Agentic AI—a promise that should be made by business application providers. My intent
The B2B Agentic AI Manifesto: Part 3, The Brightline Methods Read More »
– Isaac Asimov, Three Laws of Robotics (1942) When Isaac Asimov introduced his laws of robotics, he cast a moral frame for a future where machines could act with autonomy. Those laws asked us to imagine a world where technology had not just power, but responsibility. Today, as we enter the era of Agentic AI,
The B2B Agentic AI Manifesto: Part 2, The Moral Code Read More »
Did you know that short-term industry trends are shifting AI from pilots to infrastructure, economics, regulation, and transformation? In 2026, the IT and AI landscape is expected to be defined by agentic / automation-first AI, ubiquitous copilot usage in enterprise apps, sovereign and regulated AI stacks, and a major push toward AI infrastructure (from supercomputing
Top Technology and AI Trends Roundup for IT Leaders in 2026 Read More »
It’s 9:03 am on a Monday. Alex, your newest IT support technician, is already drowning in work. His Slack is buzzing with messages. Support tickets are piling up, and he’s constantly hopping between half-finished Google Docs, old Asana tasks, and “tribal knowledge,” which is stored in three different technicians’ heads. Every answer feels like a
6 Reasons a Centralized, AI-Driven Knowledge Base Is IT’s Secret Weapon Read More »
The movie I, Robot with Will Smith revived the three laws of robotics for us sci-fi fans. I get goosebumps every time I hear it. But it no longer remains in the imagination of science fiction. AI is rapidly rippling through our tools, workflows, and decisions. Yet we humans are uneasy about giving control to
The B2B Agentic AI Manifesto: Part 1, The Moral Problem Read More »
