Welcome to “ITSM That Works4Me,” the podcast about how to achieve real success with IT service management!
Each week, we break down real use cases, smart automation strategies, and the tools that work — not just buzzwords.
Why do so many CMDB initiatives fail after the transformation project ends?
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 ...
26 Apr 2026
What does “Shared Services” really mean… and why does it so often fail to deliver?
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 manyThe difference between internal consolidation, partnerships, and outsourcingHow AI is fundamentally changing the equation (hint: it’s no lon...
9 Feb 2026
ITIL 5: Evolution, Not Reinvention
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.
11 Jan 2026
Great IT is invisible, and that’s by design
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.
22 Dec 2025
ITSM vendors are quietly reinventing themselves — and it’s not about IT anymore
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-endWorkflows cross departmental boundariesThat’s why vendors like ServiceNow, Freshworks, and Xurrent are moving away from IT-centric silos toward s...
14 Oct 2025
Closing the Accountability Gap
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. 🎧...
8 Sept 2025
Xurrent GraphQL SDK
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 .NETEfficient handling of large result setsEvents API + Bulk API supportSmarter token usage with rate & cost awarenessStructured logging for monitoring & compliance 📦 NuGet: https://www.nuget.org...
23 Jul 2025
Why capacity & performance management is a quiet powerhouse behind stable, cost-efficient IT operations.
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...
17 Jul 2025
AI & ITSM: Building Digital Operations
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 ITSMTop risks of unmanaged AI in service operationsA balanced framework for AI-augmented ITSMReal stories from practitioners on the fron...
30 Jun 2025
Why do so many ITSM rollouts stall after implementation
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.
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