Do you think the real bottleneck in today’s modern ITSM is tooling or the growing operational complexity around the tooling?
One thing I think the ITSM industry is underestimating in 2026 is dealing with operational debt. It’s not about broken systems or outages. Mostly about environments that slowly became harder to change.
What’s interesting is that many of these environments are technically “mature” with good governance, strong controls and stable uptime. But operationally, they’re exhausted.
I’ve been seeing more teams shift their conversations from “How do we add more automation?” to “How do we reduce friction without losing control?” That feels like the real 2026 ITSM challenge to me.
Especially now that AI agents are entering service operations faster than most organizations can redesign workflows around them. A lot of failed AI rollouts don’t seem to be AI failures at all. They’re process maturity problems showing up under pressure.
Curious how other teams are handling this right now.