The ITSM Practice: Elevating ITSM and IT Security Knowledge

Why do mature ITSM programs still fail? This episode explores the hidden risks behind ITSM stagnation, loss of executive sponsorship, outdated KPIs, rigid processes, and misaligned culture. Learn how to sustain ITSM maturity through continual improvement, business-aligned metrics, leadership engagement, and evolution in the age of automation and AI. In this episode, we answer to: Why do mature ITS...

In this episode of The ITSM Practice Podcast, Luigi Ferri moves from AI theory to execution, explaining how medium-sized organizations can define AI use cases, assess data and infrastructure, build skills, and scale pilot projects. The focus is on creating a practical AI roadmap for IT Service Management with measurable, sustainable outcomes. In this episode, we answer to: How can organizations id...

In this episode of The ITSM Practice Podcast, Luigi Ferri explores AI readiness for service desks and ITSM in medium-sized organizations. Going beyond tools and automation, the discussion focuses on leadership, governance, culture, and skills needed to adopt and scale AI responsibly and align AI initiatives with real business value. In this episode, we answer to: Are medium-sized organizations rea...

Learn how to build a solid GRC foundation for fintech growth in the EU. We break down governance, risk management, and compliance essentials to help startups scale, earn investor trust, and meet PSD2, GDPR, DORA, MiCA, AML expectations from day one. In this episode, we answer to: How do you set up an effective GRC framework for a fintech startup in the EU? Why must European fintechs prioritize com...

A deep dive into BSI Grundschutz technical measures, systems, networks, applications, monitoring, and evidence-based security. Learn how to move from compliance to operational resilience and why German clients expect proof, not promises. In this episode, we answer to: How do BSI Grundschutz technical measures strengthen system, network, and application security? What evidence-based controls are re...

BSI Grundschutz is the hidden gatekeeper for U.S. companies entering Germany. This episode breaks down the organizational measures, from ISMS design to governance, staff security, and incident evidence, that shape compliance, build trust, and strengthen IT security maturity. In this episode, we answer to: What is BSI Grundschutz and why does it matter for U.S. companies expanding to Germany? How d...

Discover why 70% of ITSM initiatives fail and how a strategic Service Management Office (SMO) transforms ITIL from theory into business value. Learn the six-step SMO blueprint, key metrics, and pitfalls to avoid to elevate ITSM maturity and governance. In this episode, we answer to: What is a Service Management Office and why is it critical for ITSM success? How do you build an SMO with governance...

In this episode of The ITSM Practice Podcast, Luigi Ferri dives into Financial Modelling for ITIL-based services — the key to shifting IT from a cost center to a value creator. Learn how Activity-Based Costing (ABC), Unit Costing, Lifecycle Costing, and Showback Models can transform IT governance, pricing clarity, and business alignment in IT Service Management (ITSM). In this episode, we answer t...

Regional banks face extinction if they don’t evolve. In this episode, Luigi Ferri explains how AI, automation, and customer-driven innovation are redefining digital banking. Learn from Luigi Ferri why “trust” is no longer enough and how agentic banking will shape the future of finance by 2035. In this episode, we answer to: Is AI driving banking transformation, or are customers in control? What is...

In this episode, Luigi Ferri compares two pillars of cloud security compliance: BSI C5 (Germany) and NIST SP 800-53 (USA). Discover how global banks can harmonize compliance, cut costs, and focus on real security over bureaucracy. Learn how ITSM and IT security teams can transform audit frameworks into governance tools that truly add value. In this episode, we answer to: How can global banks manag...

AI is transforming banking, but so are the rules. In this episode, Luigi Ferri explores how the Artificial Intelligence Control Matrix (AICM) helps financial institutions navigate complex compliance frameworks like ISO 42001, NIST AI RMF, and the EU AI Act, while staying secure and cost-efficient. Discover how to simplify AI governance, reduce audit fatigue, and protect your organization from mode...

Discover how Luigi Ferri explains how Process Mining in ITSM transforms service delivery by revealing real workflows hidden behind your dashboards. Learn how to eliminate bottlenecks, prevent SLA breaches, and align your Service Catalogue with reality. Turn ITSM data into actionable insights for compliance, automation, and continuous improvement. In this episode, we answer to: What’s the real diff...

In this episode of The ITSM Practice, Luigi Ferri explores ISO/IEC 27001:2022 Control 5.3 – Segregation of Duties (SoD). Learn how to reduce risk, design accountability, and strengthen your ISMS with actionable SoD strategies, especially in ITIL 4 environments. Master RBAC, role clarity, and audit readiness to build trust into your IT processes by design. In this episode, we answer to: How does IS...

The Value Management Office: Moving from Work to Worth. Is your IT team busy… but not sure if it’s delivering real value? In this episode, we uncover how a Value Management Office (VMO) helps organizations shift from tracking activity to measuring true business outcomes. Learn how ITIL 4, value stream mapping, and outcome-based metrics transform IT into a strategic value partner. Maximize value. A...

Discover how ISO 31000 transforms risk from a compliance task into a shared decision-making mindset. In just 8 minutes, learn how to embed risk-aware thinking across IT, business continuity, cybersecurity, and operations—boosting confidence, clarity, and adaptability in every decision. In this episode, we answer to: What makes ISO 31000 different from other risk management standards? How can organ...

Discover how to align BIAN Service Domains with ITIL 4's Service Value System to transform your static CMDB into a dynamic capability governance model. Learn how to drive business value, enable composable architecture, and build accountability in IT services. A must-listen for anyone in Enterprise Service Management, IT Governance, or Banking IT Architecture. In this episode, we answer to: Wha...

In Part 2 of this essential discussion, we move from theory to practice. You’ll learn how to integrate security into service management using frameworks like ITIL, practical change controls, and unified incident response plans. Discover the culture shift needed to make ITSM and security teams collaborate effectively. Learn how to embed security into change management workflows and why continuous i...

In Part 1 of this powerful two-part series, we break down the foundational link between IT Security and IT Service Management (ITSM). You'll discover how service management processes such as incident handling, asset visibility, and change control provide the essential structure that cybersecurity needs to succeed. IT Security is not a silo. It depends on the operational strength of ITSM to man...

Struggling to prove the value of your cybersecurity efforts? In this episode of The ITSM Practice, Luigi Ferri shows how to turn cybersecurity metrics into business assets. Learn why measuring outcomes—not just activities—can elevate security from cost center to competitive advantage. In this episode, we answer to: What should you measure to show cybersecurity effectiveness in business terms? How...

Agentic AI is here, learning, deciding, and acting without human approval. But is your organization mature enough to secure it? In this episode, we explore how to align AI autonomy with tailored security controls using NIST maturity tiers and ISO frameworks. In this episode, we answer to: What makes agentic AI different from traditional automation? Why can’t existing controls fully secure autonomo...

Discover how to reduce call center costs without damaging customer trust. In this episode of The ITSM Practice, Luigi Ferri shares strategic insights on balancing automation, training, remote work, and compliance for long-term value. Make savings without losing meaning. In this episode, we answer to: How can organizations reduce call center costs without harming customer relationships? What are th...

A project that met every milestone, but left users unchanged. In this episode, we reveal why real success isn’t measured by delivery but by perception. Discover how top project leaders manage meaning, not just metrics. In this episode, we answer to: How do you define project success beyond KPIs and timelines? Why is stakeholder perception more important than status reports? What practical steps he...

Discover why shifting from traditional process maps to value stream mapping transforms ITSM. Luigi Ferri explains how VSM breaks silos, aligns IT with business value, and improves service visibility. Learn how to expose waste, measure impact, and build flow-focused culture in modern organizations. In this episode, we answer to: What is the difference between process maps and value stream mapping i...

Discover why post-quantum cryptography is urgent for regulated industries. Learn how to protect long-term data, start cryptographic inventory, and align with evolving national strategies. This episode offers a clear, actionable roadmap for future-proofing your digital identity and systems. In this episode, we answer to: How can organizations start preparing for post-quantum cryptography migration?...

Confusing a security strategy with a strategic plan leads to failure. In this episode, Luigi Ferri breaks down the core differences, revealing seven pillars of a winning security strategy, from governance and threat intelligence to resilience. Learn how to shift from vague intentions to real impact. In this episode, we answer to: What is the difference between a security strategy and a strategic p...