Having recently wrapped up an IT service management (ITSM) implementation for a large police force built on Agentforce IT Service, I’ve been thinking about what comes next. Not just for the force, but for organisations in general. ITSM has traditionally focused on making it easier for IT teams to manage requests, resolve issues and keep services running. But the need for simple, well-managed services doesn’t stop at the IT desk.
Tech
From ITSM to ESM: Taking Service Management Beyond IT
Tech
Why asset management matters for autonomous AI
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When people talk about the future of IT Service Management, the conversation almost always revolves around AI.
AI agents. Automated resolutions. Predictive insights.
But there is a less glamorous topic that deserves just as much attention: Asset Management. After all, an AI agent can't fulfil a hardware request, recommend sourcing options, or automate lifecycle processes if it doesn't know what assets exist, where they are, or whether they're available.
In my experience working with public sector organisations, one of the biggest challenges isn't a lack of technology - it's a lack of visibility.
