The practitioner's resource on AI in IT service management

How AI is actually changing
IT service management.

Platform deep-dives, news commentary, and practitioner analysis on the AI features shipping across ServiceNow, Halo, Freshservice, Zendesk, and TOPdesk. Written by an IT director, sourced from real implementations, updated as vendors ship.

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Latest

Practitioner analysis on the AI changing IT service management.

A bright halo of light above a small grid of structured icon tiles, illustrating AI embedded into existing workflows

Platform analysis · Halo ITSM

How Halo ITSM's AI actually works (and why it's not agentic)

A practitioner's read of what Halo ITSM has built, what it deliberately hasn't, and why the architectural choice matters for the mid-market buyers it's designed to serve.

4 May 2026

 A network-form brain on the left connected by flowing data streams to a stack of structured dashboard cards on the right

Architecture

The future ITSM AI stack: from tools to orchestration

Systems of record are separating from systems of intelligence. Orchestration is becoming the new layer. What's real, what's emerging, and what your foundation has to do for any of it to work.

4 May 2026

 A glowing AI processing node connected to floating dashboards above the Las Vegas skyline at dusk

News commentary · ServiceNow

ServiceNow's agentic AI vision: what Knowledge 2026 means for your service desk

A practitioner's read of what ServiceNow has actually built, what's genuinely new, what's repackaged, and what your data has to do for any of it to deliver.

4 May 2026

By platform

Deep-dives and practitioner analysis on the AI shipping in each major ITSM platform.

ServiceNow

Now Assist · AI Agent Fabric · AI Control Tower

2 articles →
Coming soon

Halo

Halo AI Suite · Workspace AI

Coming soon

Coming soon

Freshservice

Freddy AI · Copilot

Coming soon

Coming soon

Zendesk

Zendesk AI · Agent Copilot

Coming soon

Coming soon

TOPdesk

AI roadmap, in development

Coming soon

The foundations

Reference content on the principles underneath every AI implementation in ITSM. Read these before you procure, plan, or roll out.

Pillar 01

Strategy & value alignment

Five questions every IT leader should answer before AI procurement.

Pillar 02

Service desk data foundations

Whether your data can actually support AI features, with real diagnostic data.

Pillar 03

Governance & security

Five governance questions before AI features touch production.

Pillar 04

Implementation & operations

From assisted to agentic AI, the operational discipline AI requires.

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Used by IT directors at MSPs, mid-market, and enterprise teams across UK and EU.

Who's behind this

ITSM AI is a practitioner-run resource, written by an IT director with 15+ years across Ivanti, Hornbill, Freshdesk, Zendesk, ServiceNow, and Halo. The articles draw on real implementations, real datasets, and real diagnostic work, not vendor demos or analyst summaries.

Every factual claim is sourced. Every number traces back to either primary vendor reporting or anonymised data from real ITSM environments. Editorial integrity is treated as the asset.

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