There is a shift happening in the ITSM landscape in 2026. From using chatbots that deflect tickets, ITSM has shifted to the use of “AI agents that resolve these tickets. As such, we are now in this era of Agentic AI, where systems possess a “reasoning engine” that allows them to plan and execute multi-step tasks autonomously...

Every enterprise these days aspire to become data-driven organizations. But while traditionally this meant investing heavily in data lakes and business intelligence platforms with exceptional dashboards, as well as a focus on KPIs, in 2026, those are no longer sufficient to become data-driven...