Summary

The article discusses the significant IT Service Management (ITSM) risks that leaders are likely to underestimate as they approach 2026. It highlights four critical areas of concern that could impact the effectiveness of ITSM practices.

Key Points

• People Challenges: Issues such as exclusion and talent shortages are expected to pose significant risks.
• Process Maturity Gaps: There is a noted gap in the maturity of processes related to AI adoption within ITSM.
• Technology Risks: Unauthorized use of AI and poor data quality are highlighted as major technology-related risks.
• Value Delivery Failures: A tendency to prioritize tools over actual outcomes can lead to failures in delivering value.

Analysis

The insights provided in the article are crucial for IT leaders as they prepare for the evolving landscape of ITSM. Understanding these risks allows organizations to proactively address potential challenges, ensuring that they are equipped to leverage technology effectively while also fostering an inclusive workforce.

Conclusion

IT professionals should prioritize addressing talent shortages and enhancing process maturity in AI adoption. Additionally, focusing on outcomes rather than tools will be essential for delivering value in ITSM practices moving forward.