Engineering real value from AI
Members of the itSMF UK Service Design and Transition Community of Practice (CoP) recently sat down for an open, roundtable discussion to tackle one of the most transformative, yet poorly guarded movements in modern ITSM; the practical adoption of AI. What emerged from the CoP practitioners, who work in a variety of public and private sector industries, was real-world battle scars, innovative custom tooling, and structural dependencies that AI must cross to be enterprise ready and deliver something of value. Here is what we discussed.
From friction to trust: aligning Power Platform innovation with ITSM
“Innovation and ITSM are not opposing forces, they are strongest when they work together.” Rachael Elliot describes one project where success meant developers and service teams collaborating effectively.
From classification to capability (part 1): building enterprise service tiering
Natasha French explains how service tiering evolved from a loosely discussed concept into a practical capability that shaped how her organisation designed, delivered and operated services and what they learned along the way.
The biggest barrier to CSI… is ITIL v3
Ian MacDonald considers some common reasons why continual improvement is hard to introduce, and explains why ITIL might be partly to blame.
AI governance does not start with AI
AI has made many organisations look again at their existing IT governance practices. Kaimar Karu considers how ready we are for AI governance, and how we should prepare for its challenges.
“Embrace every opportunity” – life as ITSM Young Professional of the Year
Chloe Mackay of VOIS talks to Rhys Elis Jones about becoming itSMF UK Young ITSM Professional of the Year 2025. In this Q&A Chloe shares her journey into ITSM, reflects on her achievements, and offers honest advice for young professionals looking to make their mark in ITSM.
Women in ITSM: insights and inspiration
Vawns Murphy reflects on a day spent learning from women leaders and discovering the strength of community.
SIAM Body of Knowledge: what’s in the latest refresh?
One of the great benefits of being part of the dynamic SIAM community is access to a frequently updated and expanded Body of Knowleldge. Michelle Major-Goldsmith and Simon Dorst explain what’s new.
ITIL 5, AI, and the return of grown-up service management
Barry Corless considers why accountability, governance, and judgement matter more than ever in an AI-driven world
ITSM25 – spies, shadow AI, vibe coding and wizards
Simon Rolley offers his key takeaways from ITSM25, itSMF UK’s Annual Conference
Five reasons why ITSM26 should be your next conference
Claire Burn reflects on two days very well spent at our flagship event.
Why I chose a career in service management – and why you should too!
Rhys Elis Jones offers some encouragement and advice for those considering a career in IT service management.