ISG Software Research Analyst Perspectives

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for Topic: Itsm

ServiceNow Reframes AI as Governed Autonomous Work

Posted by Jeff Orr on 04 June 2026

ServiceNow used the Knowledge 26 conference to make a clear market claim: Enterprise AI will not scale through disconnected assistants, isolated copilots or unmanaged agent experiments. It will scale through governed autonomous work tied to workflow execution, operational data, identity controls and measurable business outcomes. That is the right conversation for enterprise IT leaders. The risk... Read More

Topics: ITSM, Cybersecurity, Intelligent Automation, AIOps, IT & Technologies, ADM & DevOps, Platforms, Non-Human Identity, IT Management & Operations, ServiceNow, ESM, Cybersecurity Automation, AI Governance, Autonomous Workforce, ITAM, Identity Governance, Workflow Automation

The End of Passive IT Service Management

Posted by Jeff Orr on 26 May 2026

IT service management (ITSM) is at an inflection point. For two decades, ITSM platforms have operated as structured systems of record and workflow orchestration layers, capturing tickets, routing tasks and enforcing process consistency. That model assumed humans were the primary actors and automation was deterministic, limited and rule-based. That assumption no longer holds. Artificial... Read More

Topics: ITSM, Observability, AIOps, IT & Technologies, AI & Technologies, AI and Machine Learning, IT Management & Operations, Autonomous IT, AI-Driven Workflow

AIOps Software Powers IT Efficiency

Posted by Jeff Orr on 04 December 2025

Enterprise IT leaders face a dual mandate: maintain resilient operations while accelerating digital outcomes. AIOps software, where artificial intelligence and machine learning (AI/ML) models and automation converge across observability, incident response and IT service management, has moved from experimental pilots to foundational capabilities in today’s operations. As CIOs, CISOs and IT leaders... Read More

Topics: ITSM, ITOps, AIOps, IT & Technologies, ITOM, IT Management & Operations

Analytics for IT: Cobbler’s Children Need Shoes

Posted by ISG Research on 12 May 2011

As part of our largest-ever research study on business analytics, which surveyed more than 2,600 organizations covering the maturity and competency of business, IT and vertical industries, we looked at how IT is applying analytics to support their own business activities. One of the things we found is that, charged with enabling business units to use information systems as effectively as... Read More

Topics: Predictive Analytics, IT Performance, Analytics, Business Analytics, Business Intelligence, Business Performance, Information Applications, Information Management, Information Technology, IT Analytics, IT Service Management, ITIL, ITSM, IT Performance Management (ITPM)