ITSM That Works4Me

Why do so many CMDB initiatives fail after the transformation project ends?

Because configuration data naturally decays.

New devices appear. Applications move. Cloud resources change. Ownership shifts. Discovery tools detect noise. And before long, the CMDB becomes another database nobody fully trusts.

In this ITSM Podcast episode, we explore why CMDB accuracy should not be treated as a one-time clean-up project, but as a permanent operating capability.

We’ll discuss:

• Why automated discovery is essential, but should not be trusted blindly
• How staging queues prevent discovery noise from polluting your CMDB
• Why change management is the best place to keep CI data accurate
• How service owners, application owners, and platform teams should share accountability
• Why executives should stop funding repeated CMDB rebuilds and invest in a sustainable operating model instead

The key message:

• A reliable CMDB is not created by a project.
• It is created by the way IT works every day.

2026 Works4Me

In this episode, we break down a critical issue highlighted by Bernard Marshall:
The lack of a clear definition is holding organizations back.

Too many institutions jump into shared services expecting efficiency…
 …but end up with complexity, slow governance, and limited value.

Here’s what we explore:

• Why “shared services” is not one model - but many
• The difference between internal consolidation, partnerships, and outsourcing
• How AI is fundamentally changing the equation (hint: it’s no longer about scale, but about data and automation)
• Why leadership courage - not technology - is the real bottleneck

The key takeaway?
 If your operating model isn’t clear, adding AI will only accelerate the confusion.

#ITSM #SharedServices #AI #ServiceManagement #DigitalTransformation #Works4Me #Leadership #ESM

2026 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-end
• Workflows cross departmental boundaries

That’s why vendors like ServiceNow, Freshworks, and Xurrent are moving away from IT-centric silos toward service-centric architectures, simplified licensing, and organization-wide workflows.

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.

🎧 Listen now to discover how unified incident management helps eliminate the Accountability Gap.

Big news: Works4Me, together with Klaas Vandeweerdt, just dropped the Xurrent GraphQL SDK - and it’s built for the way integrations actually run today: streaming, parallel, maintainable.

🔧 A PowerShell module is also on the way this October.

Why this matters:

• Strongly typed, fluent API for .NET
• Efficient handling of large result sets
• Events API + Bulk API support
• Smarter token usage with rate & cost awareness
• Structured logging for monitoring & compliance

📦 NuGet: https://www.nuget.org/packages/Works4me.Xurrent.GraphQL

📦 GitHub: https://github.com/klaasvandeweerdt/works4me-xurrent-graphql

#Xurrent #ITSM #ESM #Automation #dotnet #GraphQL #Integration #Works4Me

Welcome back to ITSM That Works4Me! Today, we’re spotlighting a silent hero in service management - Capacity and Performance Management. 

Yep, it might not sound exciting, but stick around - because when it fails, everything else grinds to a halt.

Capacity management is all about making sure IT services perform well now—and later - without overloading your budget. 

It’s how we keep systems fast, stable, and scalable. When it’s missing? Think slow apps, overloaded servers, frustrated users, and breached SLAs.

Artificial Intelligence promises to revolutionize IT service management by automating tasks, boosting speed, and scaling support. But here’s the catch: without structure and governance, AI can actually create more problems than solutions - like frustrating customers with inconsistent or opaque automated responses.

• Why AI needs the structure and governance of ITSM
• Top risks of unmanaged AI in service operations
• A balanced framework for AI-augmented ITSM
• Real stories from practitioners on the front lines
• Actionable steps to pilot AI in your organization

Whether you’re just exploring AI in ITSM or looking to refine your digital operations, this podcast is for you. 🎧

We’re excited to introduce ITSM That Works4Me, the podcast where seasoned ITSM pros, consultants, and leaders share their real successes - and hard-earned lessons. 

In Episode 1, we uncover why so many ITSM rollouts stall: from a lack of strategic alignment and change management to an overemphasis on tooling.