Operations | Monitoring | ITSM | DevOps | Cloud

Shadow AI sounds harmless... Until nobody knows what your AI agents are accessing. In this week's Zero Ticket Minute, we’re sharing why Shadow AI is growing inside enterprises and why AI needs guardrails, not just speed.

What does it actually take to thrive in an AI-driven world, not just survive it? In part two of his conversation with Karthik Ravindran, General Manager of Enterprise Data and AI at Microsoft, host Tom Stoneman digs into the human qualities that no model can replicate.

Enterprise service management (ESM) applies the proven model of IT service management, catalogs, workflows, self-service, and SLAs, to the whole business: HR, facilities, finance, and more. Here is what it is and how it works. What is enterprise service management, and how is it different from ITSM? In this explainer we define ESM, show how it works across departments, clarify how it builds on IT service management, and cover the mistake most teams make: copying IT ticket forms instead of orchestrating work across teams.

The best incident is one that never happens. The BigPanda team recorded a live demo of the AI Incident Prevention & AI Incident Assistant as part of ITSM Week, hosted by the Service Desk Institute. ITSM teams are measured by how effectively they prevent disruption. Yet many teams still spend too much time reacting to noisy, low-context incidents after impact has already begun. Watch this on-demand session to learn how leading organizations are moving beyond manual firefighting to autonomous operations with Agentic AI.

AI agents are making decisions, accessing systems, and resolving issues autonomously. But as organizations deploy more agents, one challenge becomes impossible to ignore: governance. Who has access? What changed? Who is accountable? The future of Autonomous IT requires autonomy with accountability.