08/05/2025
It feels like every year we say IT is changing. But 2025 genuinely has a different energy. I’m seeing more conversations about governance (the good kind, not just checklists), real leaps in what GenAI can do, and a push to prove the value IT delivers in ways everyone can see.
A stat that stood out to me, in a recent survey of ITSM leaders, governance topped the list of priorities, followed closely by GenAI and, maybe not surprisingly, people and culture. No more hype—just honest questions about what actually works.
In my latest newsletter, I share some lessons and strategies I’ve seen work.
✔️What does “good governance” look like when AI is everywhere?
✔️Where are organizations really finding value from GenAI (hint: it’s not just chatbots)?
✔️How do we make sure the metrics we show the business actually mean something?
✔️And, maybe most important—how do we keep our teams excited and involved as things move faster?
If you’re wrestling with any of these, you’re not alone. I put this playbook together for leaders who want practical ideas, not just trends.
Give it a read—I’d love to hear what’s working for you, or what’s keeping you up at night.
Read the full newsletter here: https://lnkd.in/etAMMenM
Why This Year’s ITSM Leaders Are Rethinking Rules, Rebooting with AI, and Finally Measuring What Matters
