ITSM That Works4Me

Today, I want to talk about something that’s creating a lot of noise in our industry right now: ITIL 5. If you follow LinkedIn or industry blogs, you’d almost think service management has just been reinvented. New era. New framework. AI-first. Digital-native. But let’s slow down for a moment. Because the real question isn’t “Is ITIL 5 new?” The real question is: What actually changes for organizations that need to deliver services—today? That’s what we’ll unpack.

Stability isn’t luck; it’s proactive IT Service Management. Business leaders set outcomes and risk appetite. IT leaders choose the technology to deliver them. Treat IT as a strategic partner, not a cost center and continuity becomes a competitive advantage.

ITSM vendors are quietly reinventing themselves — and it’s not about IT anymore. What we’re seeing now is a fundamental shift: ITSM platforms are being rebuilt for Enterprise Service Management (ESM), not as a feature add-on, but as a new operating model. Why? AI changed the rules. AI only delivers value when: Data is unified Processes run end-to-endWorkflows cross departmental boundariesThat’s why vendors like ServiceNow, Freshworks, and Xurrent are moving away from IT-centric silos toward s...

In this week’s ITSM That Works4Me podcast, we unpack one of the biggest challenges in enterprise IT: "Fragmented incident response." When ownership is split across multiple tools and teams, accountability vanishes — and so does productivity. In this episode, we explore how Xurrent and its embedded AI, Sera AI, bring clarity, speed, and continuous improvement back into incident management. From pre-incident prediction to post-incident learning — one platform, one flow, one source of truth. 🎧...