Operations | Monitoring | ITSM | DevOps | Cloud

What does it actually take to thrive in an AI-driven world, not just survive it? In part two of his conversation with Karthik Ravindran, General Manager of Enterprise Data and AI at Microsoft, host Tom Stoneman digs into the human qualities that no model can replicate.

Enterprise service management (ESM) applies the proven model of IT service management, catalogs, workflows, self-service, and SLAs, to the whole business: HR, facilities, finance, and more. Here is what it is and how it works. What is enterprise service management, and how is it different from ITSM? In this explainer we define ESM, show how it works across departments, clarify how it builds on IT service management, and cover the mistake most teams make: copying IT ticket forms instead of orchestrating work across teams.

The best incident is one that never happens. The BigPanda team recorded a live demo of the AI Incident Prevention & AI Incident Assistant as part of ITSM Week, hosted by the Service Desk Institute. ITSM teams are measured by how effectively they prevent disruption. Yet many teams still spend too much time reacting to noisy, low-context incidents after impact has already begun. Watch this on-demand session to learn how leading organizations are moving beyond manual firefighting to autonomous operations with Agentic AI.

AI agents are making decisions, accessing systems, and resolving issues autonomously. But as organizations deploy more agents, one challenge becomes impossible to ignore: governance. Who has access? What changed? Who is accountable? The future of Autonomous IT requires autonomy with accountability.

Are your employees still waiting hours or days for IT issues to be resolved? Many organizations have invested heavily in ITSM platforms, self-service portals, and chatbots. Yet service desks continue to struggle with growing ticket volumes, rising costs, slow resolution times, and poor digital employee experiences. In this webinar, Resolve and Redington explore why traditional service management approaches often stop at ticket creation instead of ticket resolution, and how intelligent automation is helping enterprises move toward a Zero Ticket IT model.

How should IT leaders approach automation and AI? Where should they start, and how can they drive measurable results without getting caught up in the hype? In this episode of Agents of IT, Fran Fernandez and Zach Austin sit down with Chris Ellis, Senior Technology Solutions Specialist at RICOne, to discuss practical IT automation strategies, agentic AI, service desk transformation, and the journey toward autonomous operations.