An ITSM maturity model is a five-level scale used to measure how consistently and effectively a service management process is run. Here is where the idea came from, what it is made of, and how it actually helps organizations make better decisions.
Learn how AI, Gen AI, and agentic AI are reshaping the helpdesk — practical steps to cut resolution times, reduce tickets, and boost CSAT.
Nobody puts Software Asset Management on a keynote slide. There’s no self-healing server, no dramatic incident resolved in seconds, just entitlements, usage logs, and renewal dates in a spreadsheet somewhere. That’s precisely why it’s the least-discussed and most immediately profitable place AI has landed inside ServiceNow. Get an agentic reconciliation pass right and the savings…
Updated: September 2026 For most of ITSM’s history, “automation” meant a workflow that ran the same five steps every time, in the same order, regardless of context. It was reliable precisely because it was rigid. Agentic AI breaks that assumption on purpose, it reasons about each request instead of following a fixed script, which is…
Updated: September 2026 Ask five people on a ServiceNow team what “the AI” actually does and you’ll get five different answers. One will say it writes incident summaries. Another swears it’s now closing tickets on its own. A third just renewed a Now Assist SKU and isn’t sure what changed when the vendor started talking…
Every ITSM migration starts with a confident kickoff meeting and a target go-live date on a slide. Most of them also hit the same wall a few weeks in: the CMDB is messier than anyone admitted, a critical integration nobody documented breaks silently, and half the team is quietly still working out of the old…
Updated: September 2026 Type “how to become a ServiceNow admin” into any search bar and you’ll land on the same three letters over and over: CSA. The Certified System Administrator exam is the front door to the entire ServiceNow ecosystem, the one credential nearly every admin, aspiring developer, and business analyst on the platform holds…
A practical, evidence-based framework for scoring where your ITSM program actually stands — across process, tooling, data, governance, and culture — plus a simple scorecard to start with.
PeopleCert officially launched ITIL (Version 5) in February 2026, with ITIL 4 exams sunsetting December 31, 2027. Here’s exactly what changed, what didn’t, and whether you should get ITIL 4 or ITIL 5 right now.
Migrating IT Service Management (ITSM) from one platform to another is more than a technical switch, it’s a transformation of processes, people, and tools. Organizations often face challenges with outdated ITSM systems that slow down operations, limit automation, and increase costs. It is a fundamental shift in how your organization delivers value. Today, an ITSM…
