The ITSM Practice: Elevating ITSM and IT Security Knowledge

Agentic AI is redefining IT Service Management with autonomous decision-making, intelligent workflow orchestration, and continuous learning. In this episode, we explore how AI transforms service desks into predictive ecosystems, boosts performance, and challenges organizational readiness, ethics, and governance. In this episode, we answer to: What makes Agentic AI different from traditional automa...

Outsourced development is growing, but ISO 27001 Annex A 8.30 ensures you don’t outsource control. In this episode, we explain how to secure external software development, from vendor audits to contract clauses and compliance risks. Learn practical steps to protect your business. In this episode, we answer to: How can ISO 27001 Annex A 8.30 secure outsourced development? What security questions sh...

Discover how Enterprise Architecture in healthcare helps government hospitals improve patient safety, system resilience, and operational efficiency. Learn the five EA pillars driving digital transformation, compliance, and innovation—critical for Managed Service Providers too. In this episode, we answer to: How can Enterprise Architecture reduce IT outages in hospitals? What risks do Managed Servi...

Discover how PCI DSS can become more than just a compliance checklist. This episode explores PCI DSS as a strategic tool to build digital trust, prevent fraud, and unify your security approach. Learn why treating it as a living framework, not a box-ticking task—can transform your security posture. In this episode, we answer to: What are the core PCI DSS requirements most organizations fail to meet...

Discover how FinTechs can shift from project-driven IT to a product-centric model that enables continuous value delivery. Learn key strategies for CIOs to build agile, cross-functional teams and redesign governance. Are your teams truly product-led or just rebranded project squads? In this episode, we answer to: How can FinTech CIOs enable a shift from projects to products? What does a product-led...

Explore how ISO/IEC 42001 sets the standard for responsible, ethical, and secure AI use. Learn how it aligns AI governance with business strategy, mitigates risks, and fosters innovation through transparency and trust. In this episode, we answer to: Why do organizations need a specific standard for AI governance? What are the core components of ISO/IEC 42001 and how do they work in practice? How d...

ISO 20022 is reshaping global payments with rich, structured data, offering enhanced compliance, operational efficiency, and new revenue possibilities. As the 2025 deadline nears, financial institutions must modernize systems, reduce risks, and unlock powerful analytics. Ready or not, change is here. In this episode, we answer to: What happens if you’re not ISO 20022-compliant by November 2025? Ho...

In today’s episode of The ITSM Practice, we explore the future of project management in an AI-driven world. How can project managers stay relevant when AI plans, flags risks, and analyzes moods? Discover how emotional intelligence, critical thinking, and ethical leadership shape the next generation of project leaders. In this episode, we answer to: How should project managers adapt when AI starts...

Dive into this essential episode of "The ITSM Practice Podcast" hosted by Luigi Ferri, where we rethink risk management beyond frameworks and dashboards. Discover how hidden vulnerabilities can silently disrupt operations and why evolving from Risk Officer to Continuity Architect is crucial for true resilience. In this episode, we answer to: Which risks are we ignoring because they don&#...

Discover how ISO 27001 boosts fintech security, simplifies compliance, builds customer trust, drives operational efficiency, attracts investors, and supports scaling. Learn why mid-sized fintechs must treat ISO 27001 as a strategic asset, not just a requirement. In this episode, we answer to: How does ISO 27001 improve fintech security and risk management in 2025? Why is ISO 27001 crucial for cust...

Many IT Professionals collect certifications, but real mastery means transforming theory into outcomes, leadership, and trust. In this episode, we explore what the ITIL 4 Master journey demands beyond exams and frameworks. In this episode, we answer to: Am I just qualified, or have I truly mastered IT service management? Can I speak the language of the boardroom, not just the server room? How can...

Discover how BIAN helps banks escape legacy traps by offering standardized, modular service domains and semantic APIs. This episode reveals why BIAN exists, what problems it solves, and how to assess your alignment with it. A must-listen for IT leaders in financial services aiming for agility and interoperability. In this episode, we answer to: What is BIAN and how does it standardize banking arch...

Struggling to make change stick? Discover six proven principles that help turn resistance into results. Learn how purpose, communication, leadership, and reinforcement can boost your change success and team engagement. In this episode, we answer to: Why is anchoring change in purpose critical for transformation success? How can leaders support individual transitions during organizational change? W...

Discover how to scale your CMDB from a static list to a powerful tool that drives business value. In this episode, we unpack seven practical steps to create a clean, scalable, and business-aligned CMDB that supports ITSM success and compliance goals. In this episode, we answer to: How can I align my CMDB with business outcomes and KPIs? What are the best practices to keep CMDB data clean and relia...

In this episode of The ITSM Practice Podcast, Luigi Ferri dives into Clause 8 of ISO 27001, where your Information Security Management System (ISMS) shifts from paper to practice. Discover how operational planning, risk assessments, and treatment plans come alive through evidence, control, and continuous improvement. In this episode, we answer to: What is the real purpose of Clause 8 in ISO 27001,...

Explore the transformative power of ITIL 4 Guiding Principles in this episode of The ITSM Practice. Luigi Ferri delves into how these principles can drive organizational value, offering practical exercises to assess and enhance your ITIL 4 maturity. Engage with essential strategies for simplification, automation, and collaboration, all aimed at optimizing operational excellence. In this episode, w...

In this episode of The ITSM Practice, Luigi Ferri explores how service management can be a strategic enabler for businesses. We delve into aligning IT Service Management (ITSM) with corporate goals to drive growth and value. This guide covers practical steps for CIOs, from assessing current operations to embedding service management deeply into business strategy, ensuring IT is not just a support...

In this episode of "The ITSM Practice," Luigi Ferri explores the transformative journey of digital identity from basic usernames and passwords to advanced biometric systems and decentralized blockchain solutions. We discuss how digital identity has evolved to enhance security, user convenience, and data integrity, alongside the challenges of privacy, surveillance, and data breaches. Learn about th...

In this thought-provoking episode of "The ITSM Practice," host Luigi Ferri explores the persistent challenges in project management, such as scope creep, stakeholder misalignment, unrealistic deadlines, and resource constraints. Luigi delves into how the ITIL 4 framework—emphasizing People, Products, Partners, and Processes—can revolutionize project approaches, moving from task managemen...

Join Luigi Ferri on The ITSM Practice as we dissect the creation of a Standard Service Model (SSM) using ITIL 4, ensuring IT services are proactive, consistent, and aligned with business objectives. This episode delves into the strategic blueprint for measurable value and minimized risks in service delivery, providing a step-by-step guide to crafting a model that leverages ITIL 4’s flexibility and...

Join Luigi Ferri on "The ITSM Practice" as we delve into the escalating costs and complexities of data breaches from 2022 to 2024, highlighting a record rise to $4.88 million per incident. This episode unpacks the multifaceted impacts of breaches on businesses, examining the balance between automation and visibility in cybersecurity. Discover actionable steps to safeguard your organizati...

In today's episode of The ITSM Practice, Luigi Ferri delves into Problem Management, a proactive approach aimed at identifying and eradicating the root causes of recurring IT incidents. We explore practical strategies, from root cause analysis using tools like fishbone diagrams to implementing permanent solutions. Discover the transformative impact of Problem Management on service quality, ope...

In today's episode of "The ITSM Practice," Luigi Ferri delves into Operational Technology (OT) Cybersecurity, crucial for protecting vital infrastructure like energy, water, and healthcare. We discuss six actionable principles essential for safeguarding these systems against cyber threats, emphasizing the importance of safety, business knowledge, data protection, network segmentation...

In today's episode of "The ITSM Practice," hosted by Luigi Ferri, we explore crucial data protection technologies: File Integrity Monitoring (FIM) and Data Loss Prevention (DLP). Discover how FIM acts as a vigilant monitor of file changes, ensuring system integrity, while DLP secures sensitive content, preventing unauthorized data leaks. Together, they form a robust security framework vital for an...

In this episode of The ITSM Practice, Luigi Ferri delves into the transformative power of prioritizing customers over products, exploring its profound impact on quality, profitability, and business growth. By shifting focus from product-centric to customer-centric strategies, companies like Apple and Tesla have not only enhanced their offerings but also fostered customer loyalty and operational ex...