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IT Service Management

Illustration comparing strong ITSM processes with weak ITSM processes, featuring a pillar on each side. The left side shows a strong process with checklists and gears, while the right side depicts a weak process with warning signs and cluttered stacks of items. Both sides include the text

Digital Transformation, IT Service Management

Immature ITSM? AI Will Make It Dangerous!

AI is being embedded into every aspect of IT Service Management — from service desk chatbots to core ITSM processes and...

by David Mainville

A person stands by a presentation board with charts, while three dusty, cobweb-covered books labeled NIST CSF, COBIT, and ITIL are shown in the foreground.

Business Process Management, IT Service Management

Best Practice Frameworks Are Useless If No One Practices Them

With the release of ITIL 5, I find myself coming back to something I’ve said for years: “It doesn’t matter which...

by David Mainville

Alt text: Illustration of mountains with yellow pins and labels showing NIST cybersecurity framework steps: Identify, Protect, Detect, Respond, Recover, Govern

IT Service Management, IT Security

Summiting Cybersecurity with the NIST CSF: Govern with Purpose

Even the strongest climbers need a guide. Without leadership, accountability, and clear direction, even the...

by David Mainville

IT Service Management, IT Security

Summiting Cybersecurity with the NIST CSF: Respond with Confidence

Even the best-prepared climbers can’t prevent every fall, but they can control how they respond. When a cybersecurity...

by David Mainville

IT Service Management, IT Security

Summiting Cybersecurity with the NIST CSF: Detect Threats Early

Even the most experienced climbers know that preparation isn’t enough. Conditions can change, routes can collapse, and...

by David Mainville

Illustration of a superhero with an

IT Service Management, IT Security

Operational Resilience: Why It's Time to Act Now – Or Pay Later

In today’s hyperconnected, risk-intensive environment, operational resilience is no longer a niche IT...

by David Mainville

A circular diagram with a lock, a clock, and a blockchain node connected by dashed lines, set against an orange background with circuit patterns.

IT Service Management, IT Security

The Urgency of Cybersecurity Supply Chain Risk Management

Today’s businesses are more connected than ever. Many rely heavily on third-party vendors—like SaaS providers, managed...

by David Mainville

Three green pillars labeled ITSM, INFOSEC, and GRC stand upright; a yellow shield is centered in front of the middle pillar, all on a light green background.

IT Service Management, IT Security

The 3 Pillars of IT Security: The Synergy Between ITSM, InfoSec & GRC

Many organizations are overly dependent on security tools to protect themselves from threats; proper IT security...

by David Mainville

A lock icon labeled

IT Service Management, IT Security

The Truth Behind a Cyber Breach: How Human Error and Process Failures Lead to Security Incidents

Hollywood would have you believe that the "black hats" breach our systems through their technical prowess and mad cyber...

by David Mainville

Illustration of a computer monitor displaying various charts and graphs, with a potted plant beside it

IT Service Management

What Are ITSM Tools? The Answer May Surprise You.

When you think about IT Service Management tools, companies like ServiceNow, BMC, and Atlassian typically come to mind....

by David Mainville

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