Over more than 30 years in IT service management, Paul Whitlock has helped organisations develop service management as a strategic capability. He has stabilised mission-critical platforms and reshaped operating models for the digital age. Today, Paul is a Senior Associate Consultant with Certus Services, and in our first Associate Spotlight […]
Associate Spotlight: In Conversation with Paul Whitlock Read More »
Digital transformation in IT Service Management often reveals challenges – hidden costs, resource gaps, and cultural resistance that vendors rarely highlight. While seamless change is seldom a reality, these obstacles present opportunities to unlock real value if addressed early. Anticipating and tackling these challenges early turns them into levers for
Why Digital Transformations Go Off Track…and How to Turn Hidden Costs into Value Read More »
Artificial intelligence has moved firmly into mainstream operations. It now shapes how organisations review information, support customers, and manage internal demand. As adoption grows, many assume that success simply depends on investment or scale. Yet practical experience across sectors shows something quite different. The real advantage belongs to the organisations
Why Strong Knowledge and Data Foundations Shape Every Organisation’s AI Future Read More »
Amsterdam, a long-established European technology centre, hosted the Chatbot Summit 2025 for the first time this year. Certus attended and after speaking with several of the 250 delegates, it was clear why the city earned that privilege. The event really highlighted that conversational and agentic AI are no longer experiments
In our previous blog posts over the last few weeks, we’ve explored the transformative potential of Artificial Intelligence (AI) in IT Service Management (ITSM), highlighting significant operational benefits alongside critical governance and compliance considerations. Yet, beyond technological capabilities and robust governance frameworks lies another critical factor for successful AI
People, Culture, and Operational Readiness – Preparing Your Teams for AI Read More »
In our previous post, we highlighted the transformative power of Artificial Intelligence (AI) in IT Service Management (ITSM), exploring the compelling benefits as well as the hidden complexities and risks associated with AI implementation. As organisations increasingly integrate AI-driven solutions such as predictive maintenance, incident management automation, and self-service
Policy and Process in the Age of AI – Governance Matters Read More »
Artificial Intelligence (AI) is rapidly reshaping IT Service Management (ITSM), bringing transformational opportunities that promise significant operational advancements. CIOs and CTOs are increasingly drawn to AI’s potential to optimise efficiency, enhance user experience, and provide proactive support capabilities. Prominent examples include AI-driven incident management, predictive maintenance, and innovative self-service
Embracing AI in IT Service Management – Opportunities and Hidden Risks Read More »
On 6 June 2025, ServiceNow released Now Assist for IT Service Management, its first attempt at embedding generative AI directly into standard ITSM workflows. Rather than a radical reinvention, this tool takes familiar modules—incidents, problems, changes—and layers on AI-driven summaries, suggestions and draft automations. Core capabilities Incident
Generative AI in ITSM: A Pragmatic Look at ServiceNow’s Now Assist Read More »
