The Tech’o’Space Podcast Ep 125 - ITSM Without Illusions: Discipline, AI & the Human Factor

In this podcast episode we are once again absolutely honored to interact and collaborate in this second podcast episode with Ms. Kim King, who is the Owner and Senior ITSM / ITIL Consultant of CAKE IT Consulting company and is also the author of the book "Rid the Rot: The Fixer’s Guide to ITSM Health". She is based out of Vancouver, British Columbia, Canada a) Mentions about the disconnect between book ITSM and runtime operations and, also explains the crux behind it.b) One of the biggest conversations happening right now in ITSM is around experience and human-centered IT, talks about the reasons the industry is moving too far away from operational discipline.c) There is growing discussion around removing SLAs or reducing focus on KPIs, clarifies her disagreement towards this approach.d) Since AI is probably the biggest topic in ITSM right now, mentions about the reasons organizations misunderstand most about AI readiness.e) Having worked heavily in Organizational Change Management and operational readiness, talks about where organizations often get wrong in that aspect.f) Specifies where does Continuous Service Improvement, or CSI, fit into all of this.g) Having mentioned earlier that dashboards can sometimes look healthy while operations underneath is struggling badly, emphasis the reasons behind it.I) Having mentioned ServiceNow several times in this podcast segment, explains about how a tool like ServiceNow connects to ITSM operationally.j) Going by the origins of her successful book "Rid the Rot", her take on the implementation and importance of starting to build AI into a particular environment.