Operations | Monitoring | ITSM | DevOps | Cloud

AI looks great in a demo. The real test is production. In this week's Zero Ticket Minute, Ian explains why success isn't about what AI can do. It's about what it can reliably resolve.

Why do so many AI pilots succeed in testing but fail to reach production? In this webinar, Resolve and IT leaders from RisePoint explore one of the biggest challenges facing enterprise AI adoption today: trust. While organizations are investing heavily in AI agents and automation, many initiatives stall before deployment due to governance concerns, compliance requirements, risk management, and lack of operational visibility.

Most ITSM platforms make it easier to submit tickets. They don't make it easier to resolve them. As we said in our webinar: "A better front door without backbone orchestration is just a faster handoff." The future of IT isn't faster ticket creation. It's autonomous ticket resolution powered by AI, automation, and orchestration.

What happens when AI agents get employee-level access? In this week's Agents of IT, we discuss AI identities, agent governance, and why "YOLO" is not a security strategy.

As AI agents become more autonomous, enterprises face a new challenge: How do you secure a workforce that isn't human? In this episode of Agents of IT, Fran Fernandez, Zach Austin, and Ian Coppock explore the growing identity and security challenges surrounding Agentic AI. From permissions and governance to digital identities and access controls, the team breaks down what enterprise leaders need to know before deploying AI agents at scale.

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.

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.

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.

Are your employees still waiting hours or days for IT issues to be resolved? Many organizations have invested heavily in ITSM platforms, self-service portals, and chatbots. Yet service desks continue to struggle with growing ticket volumes, rising costs, slow resolution times, and poor digital employee experiences. In this webinar, Resolve and Redington explore why traditional service management approaches often stop at ticket creation instead of ticket resolution, and how intelligent automation is helping enterprises move toward a Zero Ticket IT model.

How should IT leaders approach automation and AI? Where should they start, and how can they drive measurable results without getting caught up in the hype? In this episode of Agents of IT, Fran Fernandez and Zach Austin sit down with Chris Ellis, Senior Technology Solutions Specialist at RICOne, to discuss practical IT automation strategies, agentic AI, service desk transformation, and the journey toward autonomous operations.